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Gainsight Inc.

SurveyMonkey Integration with Survey 2.0

Overview

Gainsight Admins can integrate SurveyMonkey with Gainsight to import and analyze the survey responses. Gainsight users can then derive more customer insights from these survey responses and transform them into actionable steps.

This article guides Gainsight Admins through how to integrate SurveyMonkey with Gainsight. With this integration, all of your SurveyMonkey questions and responses are accessible within Gainsight.

Configure SurveyMonkey integration with Gainsight

Prerequisites

  • Your SurveyMonkey account must contain at least one survey.
  • The Gainsight integration with SurveyMonkey is primarily driven with OAuth based connection. It is expected that the SurveyMonkey account has read and edit permissions.   
  • Ensure that your SurveyMonkey account is a Paid Account. Gainsight integration with SurveyMonkey runs with scopes, which requires access to some resources that are available with Paid Accounts only.  
  • Ensure that the SurveyMonkey Contact object is configured with custom fields, that consists of legitimate values of Gainsight’s core attributes, such as: Company Name, Company ID, etc. For more information, refer to SurveyMonkey help article.
    The following image shows the SurveyMonkey Contact object configured with sample custom fields, to map with the Gainsight company record. From a Gainsight integration perspective, it is expected that admin has already defined the custom fields in SurveyMonkey and configured with the Contact in SurveyMonkey, to help resolve either the Gainsight Company or Gainsight Relationship record.

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Important 

  1. Gainsight supports importing only the Non Transactional type of surveys from SurveyMonkey. 
  2. Gainsight supports importing only the following types of questions from SurveyMonkey.  Questions apart from this list will not be supported.
  • Multiple Choice
  • Checkbox 
  • Star Rating  
  • NPS  
  • Drop-down
  • Ranking 
  • Single Text Box
  • Comment Box
  • Matrix/Rating Scale Variant 1,2,3

Create a Connection with SurveyMonkey

To create a connection to integrate SurveyMonkey with Gainsight:

  1. Navigate to Administration > Operations > Connectors 2.0.
  2. Click the CONNECTORS tab.
  3. Click the SurveyMonkey widget.
  4. Click the Create Connection icon. Create a Connection dialog appears.
  5. Enter the following details in the Create a Connection dialog:
    1. Name: Enter Connection Name, for example: Test.
    2. Connection Via: Select the Authorization Connection through either OAuth or Access Token.
      Note: It is recommended to use OAuth based connection.

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  1. Access Key: This field is displayed only when you select connection through  Access Token. The access key can be captured from the SurveyMonkey app listed on My Apps page.

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  1. Click CREATE to establish the connection. Status of the connection displays as ACTIVE after the connection is successful.

 Note: As of now, you can establish one connection only per tenant.

Once you authorize the connection, following actions can be performed on that connection:

  • Revoke Connection: You can use this option to revoke your connection to your SurveyMonkey account. When you revoke your connection, Gainsight does not have permission to access your SurveyMonkey account and hence, none of the data sync job can be executed.
  • Re-authorize Connection: If you have changed the password of your SurveyMonkey account, you can use this option to re-authorize the connection with the new SurveyMonkey credentials.
  • Delete Connection:  You can establish only one connection in SurveyMonkey connector. A connection can be associated to only a single SurveyMonkey account. If you want to import and analyze the survey responses from another SurveyMonkey account, you must first delete an existing connection and then re-create a new connection.

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Create a SurveyMonkey Import Job 

To import a survey from SurveyMonkey:

  1. Navigate to the Survey 2.0 page. You can see the list of all surveys and basic details about each survey.

    Note: Surveys imported from SurveyMonkey are identified with the SurveyMonkey logo in the list view. 

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  1. Click + at the bottom right of the page.
  2. Select the Import from SurveyMonkey option.

    Note: Import from SurveyMonkey option will be visible only if you have configured an ACTIVE SurveyMonkey connection in Connectors 2.0.

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  1. Configure the following options in the Details section:
    1. Survey: Select a survey from the available list which you want to import from SurveyMonkey.
    2. Survey Name: Enter the Gainsight survey name where you intend to import details of SurveyMonkey record. If you do not enter any name into this field, the Gainsight Survey is saved with the same name as that of the SurveyMonkey survey.
    3. Entity: Select an Entity type, either Company or Relationship. Select a Relationship Type when you want to import this Survey for Relationships.
    4. Survey TypeNon Transactional surveys are about gathering overall periodic input on your product or process such as NPS/Customer loyalty, satisfaction assessment, measure ROI, etc. 

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  1. Configure the following options in the Mapping section:

    1. In the Field mappings section, select and map the required fields from SurveyMonkey Fields to Gainsight Survey Participant Fields.

      Notes:

  • You can select Lookup field mapping also.
  • You will see that the Delete option is disabled for mandatory field mappings.
  • Email and Company ID fields are mandatory for company type of survey which can not be deleted.
  • Email and Relationship ID fields are mandatory for relationship type of survey which can not be deleted.
  • A survey record in SurveyMonkey can collect responses from multiple collectors. But, Gainsight has the ability to collect responses only from Email Collector, and responses from rest of the collectors will be categorized as Anonymous responses. To collect the responses from rest of the collectors in SurveyMonkey, admin needs to select Default checkbox field and enter default value in the text box. If there are Null values in the SurveyMonkey field, the default value will be populated in the Gainsight field.
  1. Click ADD FIELD MAPPING to select and map any additional fields.
  2. Once the field mapping is performed, a ^ appears at the bottom right of the page. 

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  1. Click ^ and select one of the following options:

  • Save and Sync: Select this option to save the configuration and also SYNC the data from SurveyMonkey.
  • Save: Select this option to save the field mappings as draft. 

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After Sync is executed, importing of the survey begins and a message (Importing your survey) appears on the page.

After the survey is imported, Properties, Design, Analyze and Permissions pages are enabled.

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  1. Click EXECUTION HISTORY to view execution logs. This will show the execution history in a descending order of execution date (recent execution first). Each execution run provides high level information on what happened in that specific run.

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Notes

  • A successful import will not send out any email, as the summary is already available in Execution History.
  • If a SurveyMonkey import has failures, you’ll receive an Import summary email and an attachment with detailed information about the failures.

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  1. Navigate to Scheduler section to apply schedule on syncing responses of this survey into Gainsight. You can schedule the sync either One Time or Recurring as shown below:

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Review Imported Surveys and Responses

After Surveys are imported from SurveyMonkey into Gainsight, you can review the imported survey questions and their responses in the Design and Analyze pages respectively. To view the questions in the imported survey:

  1. Navigate to the Design page. On the Left pane, you can see the type and number of questions imported from the survey.

    Notes:
  • If the question has response, you can only view the question and its answer in the Survey but not modify, add, or delete the question.
  • If the question doesn’t have any response, you can delete the question.
  • You can retrieve the deleted question, if you sync the same SurveyMonkey survey.

Question delete.gif

  • When you import a survey from SurveyMonkey which has other than the above mentioned question types, those questions will be skipped. 

To view and analyze the responses of the imported survey: 

  1. Navigate to the Analyze page.
  2. Navigate to the Survey Statistics, Response Report, and Text Analytics pages of the Survey from the left pane. To learn more about Survey analytics, refer to Surveys 2.0 Analytics.
  3. Navigate to the Survey Statistics tab to see the overall participant responses. For more information, refer to Survey Statistics.
  4. The same responses can be viewed from C/R360 “Survey Responses” tab as well.

    Note: As long as the SurveyMonkey record is collecting responses from Email Collector, it will import all statistics related to those participants (both responded as well as non-responded participants). However, if SurveyMonkey record is collecting responses via collectors other than Email Collector then only the responses will be captured in Gainsight.

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  1. Navigate to the Response Report tab to see the graphical representations of response information for each specific survey question. For more information, refer to Response Report.

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  1. Navigate to the Text Analytics tab to see the textual information contained in all text-based questions and for all the questions that have comments enabled. For more information, refer to Text Analytics.

    Note: Text Analytics for imported Survey will be compiled in the subsequent scheduled run. It is not readily available.

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Assign Permissions

Admins can assign permissions (Design, Analyze and Admin) to Users or User Groups to individual surveys. For more information, refer to Survey Permissions.

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Note: After the successful import of SurveyMonkey records into Gainsight, if you delete the SurveyMonkey connection, and when you click the imported record on Survey 2.0 page, a message will appear on the page.

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Known Limitations

  1. A survey from SurveyMonkey can have multiple NPS questions; however, Gainsight Surveys can have only one NPS question. When importing a survey from SurveyMonkey, which has multiple NPS questions, only the first SurveyMonkey NPS question will be considered as a Gainsight NPS question and the rest of the SurveyMonkey NPS questions will be imported as Gainsight rating questions.  

  2. There are some length related limitations in Gainsight surveys compared to SurveyMonkey as tabulated below:
Parameter Gainsight SurveyMonkey
Answer Scoring Range ⇒  -100 to 100 No such range limitation
Other Option in an Objective Question Length restricted to 255 No limit
Answer in Text question 4000 characters 99000 characters
Number of answer choices Max upto 20 No limit

If you import a SurveyMonkey record that is composed of questions which are beyond the supported Gainsight length specific parameters, then records would fail to import.

 

 

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