Can I use the same survey site to host multiple surveys?
Yes. For instructions on how to set up your Salesforce survey domain, please see the article Setup Salesforce Survey Domain & Test Survey Setup.
Should I send my survey via SFDC or Journey Orchestrator?
This depends largely on whether you have a static list of participants that you want to survey, or if you will have a dynamic list of participants. Your options are explained in more detail in these articles:
Can I use other survey tools and bring the data into Gainsight?
Yes. See Load 3rd Party Survey Results for more information.
Can I report on my Survey data in Report Builder?
Yes. Survey response data can be “flattened” and stored as a new MDA object. Then the data can be reported on within report builder without the need for a data space. The newly created MDA table will have each survey question as a column header. See the article Survey Flattening Overview for more information.
Can I edit a flattened survey object?
No, flattened MDA objects are non-editable. If you need to edit or add additional fields, we recommend creating another MDA object and copying the data over.
How are questions and responses stored within a flattened survey table?
Each question is a separate column within the table, and each response is stored as a separate line item within that column.
How can I re-send my survey to non-respondents?
If you use the Survey module and an email service other than Journey Orchestrator, you can re-send surveys directly from the Survey > Distribute page. If you use Journey Orchestrator as your email service, please see this article Tutorial: Re-send NPS Surveys from Journey Orchestrator for instructions on how to re-send your survey.
How can I manage survey permissions?
There are two places in Gainsight for managing Survey permissions. First, Admins can grant Survey module access using a tool under Administration. To give specific users access to edit/publish/view results for an individual survey, the Admin can modify permissions under Survey > Permissions. Directions for both options are described Admins can grant Survey module access using a tool under Administration. To give specific users access to edit/publish/view results for an individual survey, the Admin can modify permissions under Survey > Permissions. Directions for both options are described in the article Assign Survey Permissions.
Why is my participant .csv file failing to upload to Surveys?
Any .csv upload, or any Gainsight Success Snapshots created, are stored in the GainsightSuccessSnapshot folder under documents. If the folder is deleted, the .csv file will fail to upload to Survey > Participants, because the system can't find the folder and save it to the specified path. Navigate to SFDC > Documents to confirm the folder exists.
When the C360 widget shows the NPS average, is it for responses to currently-open surveys?
The first value in the C360 NPS widget is the Average of recent NPS responses. For the remaining NPS, we show the averages as trends in bar chart. Each bar represents the average of all responses. We order them left to right, recent to oldest.
How can I get immediate notifications when my customer responds to a survey?
If you use Gainsight Surveys, you can be immediately notified when one of your customers submits a survey response. There are two steps: 1) Follow the customer on their C360, and 2) Enable "Survey Response Submitted" under the Email Notifications options (click the bell icon in upper right of any Gainsight page).
Can I delete or move Survey responses?
If you believe you need to delete a Survey response(s) or move a response to another survey, please contact email@example.com. There are multiple objects that hold the survey data, and they have to be deleted in a certain order. If ths isn't performed correctly, one object can still hold data, while the others don't.
Survey Email Limits
Please refer to the email limits documented in the article Journey Orchestrator FAQs and Troubleshooting for information on the maximum number of contacts you can send survey emails at one time, based on your selected email service.
Partial Save & Live Survey Testing
If you publish your survey (it's "live") and you're testing it, keep in mind that the partial save functionality will store any answers that you select during testing. Partial save occurs automatically in the background and does not require the user to click save or submit. This could inadvertently lead to answers being stored for a contact that did not actually take the survey.
Is it possible for In-line survey questions to link to a survey with multiple questions?
Yes, for multi-question surveys, respondents will be directed to the rest of the survey after they answer the initial inline question. We recommend selecting the most crucial single-answer question as the inline question. This allows you to capture the user’s response to your most important question, even if they do not complete the rest of the survey.
What is the View Details & Follow-up link under Survey Analytics used for?
The View and Details link allows you to assign a Task in Salesforce to someone associated with the account, and trigger an email to notify them. The email includes helpful information on the survey response.
How is Link Tacking Enabled/Disabled?
When adding either a link or a button to an Email Template, there is an checkbox to enable link tracking. Otherwise it is now disabled by default. See the Hyperlink and Button sections of the article Create Journey Orchestrator Email Templates for more information.
Can Gainsight analyze text responses?
Yes, to learn more about the Text Analytics feature, and how to enable it, please see the article How to Enable Text Analytics.
Is the Text Analytics feature retroactive?
Yes, after Text Analytics is enabled, it will be enabled retroactively.
Does the Survey URL shortening feature require steps to enable?
No, this feature is applied automatically after the 5.9 release.
How many NPS surveys will the top graph on the NPS tab show? Is there a way to 'deprecate' a survey off the graph?
The top graph in the NPS tab shows the last 8 surveys only. Currently, we do not have the ability to deprecate a survey included in the graph.
Can I send out a survey to a customer who do not have Gainsight license?
Yes. Gainsight surveys can be sent to any of your customer contacts, and the participants in the survey don't need to have a license to respond to the survey.
Gainsight Survey Practices
The following questions and answers are drawn from our own Survey practices:
Do you send the CSM/AM head's up email about an upcoming survey from Journey Orchestrator? And the reminder email?
Yes, both emails are via Journey Orchestrator. We recommend that the follow-up reminder email contains a different message, indicating that the survey will be closing soon and the closure date.
- "Heads up" to CSM Power List: Looks at Customers in a 6 month interval of Original Contract Date (OCD), and then sends to the CSM of that Customer.
- Normal NPS Survey Power List: Looks at Contacts that are related to a customer that's in 6 month interval of OCD, then sends directly to that Contact.
How does Gainsight analyze their own Survey responses?
We use the built-in reports under Surveys > Analytics, and the NPS tab, as well as perform a manual analysis of comments. Please see the article Survey Analytics for more information on Gainsight's Survey Analytics.
How does Gainsight communicate actions (based on Survey feedback) back to all customers?
We recommend that you assess all feedback and compile information on key take-aways. Then communicate that back to customers in whatever method you feel will be most impactful, such as email or video.
How do you notify managers and execs in real-time of the latest NPS responses?
We use a SFDC Workflow Rule for an Email Alert action built on the NPSSurvey Response object. The trigger is "Evaluate when a new record is created" and the logic is "When record created date =/ null" (it will never be null, therefore the alert is always sent).
How should CSMs act on survey results?
There is not a one-size-fits-all way to respond to survey results. It depends on the role, the segment, and a variety of other factors. You should however trigger CTAs for common surveys (e.g. NPS survey). Identify the most common surveys, set rules to trigger CTAs (depending on the response), and develop Email Assists to help your team provide standard responses to your customers.
Is there a link that I can send to share the survey?
Every link is unique, so you will have to share the survey via Gainsight.
I receive very few responses to my surveys.
A low survey response rate could be due to a variety of factors. For example, it could be due to the content (e.g. lack of personality, poorly crafted subject lines, etc.) or the logistics (e.g. poor survey timing, selecting the wrong recipient, etc.). For best practices on how to increase your survey response rate, refer to Reasons for Low Survey Response Rate.
Not all of the contacts in my CSV file show up in the list of participants (when sending via the Survey module).
Most likely, these contacts are not contacts in Salesforce and Gainsight. You will have to add these contacts to Salesforce and Gainsight first, before you can send them surveys. You can do so quickly from the Contacts section of the Customer 360.
I sent a survey via Journey Orchestrator, but the Survey > Analyze section does not show records for Sent, Not Responded, and Undelivered when I click these bars.
For surveys sent via Journey Orchestrator (versus the Survey module), you will have to find this information in Journey Orchestrator. The Survey section only shows records for Responded and Partial Saved. Navigate to Journey Orchestrator > Analytics, select the outreach and date range, and find the records on 1) Sent, 2) Not Responded, and 3) Undelivered as 1) Sent, 2) Sent - Clicked, and 3) Hard Bounced + Soft Bounced respectively.