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One of the most commonly used survey types used is CSAT (customer satsifaction) survey. We use it internally in support and our process for this is to send virtually everyone a survey once their support ticket closes. Once we recieve that survey, we follow up with the bad responses to try and resolve the issue and address their concerns. In certain scenarios (especially mistakes) customers request to have a follow up survey sent so they can change their initial response from negative to positive.



Here are a few suggestions for JO/Survey 2.0 with regards to CSAT:




  • Currently it doesn't appear that we can re-send a submitted survey today in either Survey 1.0 or 2.0


  • Currently we don't have any OOB calculations for CSAT. It would be great to have CSAT as a "standard survey" type with analytics built in so you could manage CSAT similary to NPS if the organization (depending on how the customer wants to calculate CSAT).

I'm not sure that your first bullet is correct, Steve. It was a year or so ago, but I believe I set up a Journey Orchestrator Program to send an NPS survey on a reucrring schedule, using the same survey over and over. See https://community.gainsight.com/conversations/one-nps-survey-sent-over-and-over-5bc73e1ae4b04588aaf86be1


Hi Seth,



Thanks for this, what you've done here is setup a recurring NPS. Yes, we are sending out the same survey but when the individual responds again, its logged as a second response. With CSAT out of our native ticketing system, it re-sends the first survey and if there is a change will over-write the first response with the second. Essentially just leaves it open in case they either change their mind or left the review errantly.


Ah I see -- yup, entirely different use case!


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