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evan_fried
evan_fried
Contributor ⭐️⭐️
March 2, 2016
Solved

CTAs based on NPS results

  • March 2, 2016
  • 3 replies
  • 120 views
Hi there! In your experience, what are the pros and cons of creating CTAs based off of NPS scores directly in the Survey tool VS using the rules engine? Or is there no significant difference either way? Also, when using the survey tool, is the score based on the individual scores provided by each contact at a given account, or is it based on the average response?
    Best answer by dstokowski
    When using the survey tool, it is easier to set up.  The actions are built into the survey flow where in rules engine, you have to work with more of the underlying data fields and model.  In the survey tool, it will look at responses per contact but not create duplicate CTAs when there is an open one with the same type and reason code - it will append to the comments on the CTA if more than response qualifies for that type and reason of CTA.

    With Rules Engine, you could average (using aggregate functions) or perhaps get more granular on other survey parameters (like role) to use as criteria for generating the CTA.

    3 replies

    dstokowski
    dstokowskiAnswer
    Gainsight Employee ⭐️⭐️
    March 2, 2016
    When using the survey tool, it is easier to set up.  The actions are built into the survey flow where in rules engine, you have to work with more of the underlying data fields and model.  In the survey tool, it will look at responses per contact but not create duplicate CTAs when there is an open one with the same type and reason code - it will append to the comments on the CTA if more than response qualifies for that type and reason of CTA.

    With Rules Engine, you could average (using aggregate functions) or perhaps get more granular on other survey parameters (like role) to use as criteria for generating the CTA.
      dstokowski
      dstokowski
      Gainsight Employee ⭐️⭐️
      March 2, 2016
      One other difference in using the Survey tool - it is much easier to set CTAs by question so if you have questions/response feedback you want to direct to multiple owners - this is easier to do within the Survey - Set CTAs function.
      evan_fried
      evan_friedAuthor
      Contributor ⭐️⭐️
      March 4, 2016
      Thanks, Denise. I appreciate your insight - very helpful.

      Cheers!
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