Skip to main content
christopher_wilson
christopher_wilson
Contributor ⭐️
November 18, 2015

Add ability to categorize survey comments

  • November 18, 2015
  • 7 replies
  • 67 views
Hi,

I'm in Success, and one of the things we really wanted in a survey tool was the ability to categorize comments inside of the tool.  We feel the open box text questions give us the most valuable insight into our customer base.

We take these comments and categorize them into root cause and area, like product section, slow support, awesome support, friendly/unfriendly sales, etc.  

It would be very valuable to be able to tag comments with reasons in Gainsight, and then be able to track these over time, by customer segment, by MRR, etc.  In addition, we could create CTAs based on root cause (e.g. if we tag it as an issue with Support, create a CTA for the CSM to follow up with our Support Managers).

Currently, we have to export survey results to Excel, and manually handle all of these, which is a cumbersome process and prevents us from trending it over time well and pulling such insights out.

We would value a way to categorize comments in either a structured or unstructured way (ex: drop-down list that we control or tagging them like Zendesk).

Thanks,
Chris

      7 replies

      jennifer_kirkland
      jennifer_kirkland
      Contributor ⭐️⭐️⭐️
      November 19, 2015
      This is also something I would like to see available.  I'm in Express Workshop right now, and am planning on creating Success Plan templates (new as of 11.19.15) based off categories we identify and having the CSM apply them to the account as appropriate. I'm thinking I'll later be able to run reports or see how many plans are being used to see what the biggest areas of improvement are - assuming I can run reports on Success Plans.  I'm not sure if that is available yet.
      gaurav_kotak
      gaurav_kotak
      Expert ⭐️
      November 23, 2015
      Hi Christopher, would it be suffice if we enable functionality to do a text search on any comments in survey, and create CTA based on various values we are searching on? 

      Jennifer, we will follow up on your question around Success Plan reporting shortly. Thanks
        nitisha_rathi
        nitisha_rathi
        Expert ⭐️⭐️
        November 24, 2015
        Hi Jennifer,

        The capability to run reports on Success Plans is already in our roadmap. ETA not yet decided. I will keep you updated about it.

        Thanks,
        Nitisha
        lane_h
        lane_h
        Helper ⭐️
        December 2, 2015
        Hi Gaurav,

        What I think Christopher is looking for is to group similar comments. Such as these customers commented on Product, these commented about support, etc.
        Director of CX and Scale Programs
          christopher_wilson
          christopher_wilsonAuthor
          Contributor ⭐️
          December 3, 2015
          Thanks Lane!  She's right - I do want to be able to group similar comments, and then build reports on it in the tool.  It would be great to be able to compare things I've marked as product and the distribution of promoters, detractors, and neutrals for that category, for example.  Then, once we see trends, be able to build CTAs based off of the categories we put in the tool and the NPS score.
          lane_h
          lane_h
          Helper ⭐️
          March 11, 2016
          Hi Gaurav,

          Do you know if this in on the roadmap or if there is a way to do this in the current state?
          Director of CX and Scale Programs
          gaurav_kotak
          gaurav_kotak
          Expert ⭐️
          March 11, 2016
          Hi Lane, Our goal is build a 'insights' product. This is part of this. It's on the roadmap. Not short-term though. We plan to start working on this post Pulse conference. 
          Terms & ConditionsAccessibility statement