Solved
GainSight Survey Inquiries
My company is just getting started with GainSight and I am looking into extending the survey functionality outside of our Customer Success team and into our Support department. Currently, we are leveraging Simple Survey to fire off an email, when a Salesforce case is closed, to customers. That email contains a single question which, when answered, launches a web page with the remainder of the survey questions and records the initial answer in addition to any subsequent answers from the full survey page.
1) Is this something that is achievable with GainSight surveys? I have gone through the "Admin - Surveys" course on the Customer Success University, but was unable to find a clear answer on that.
2) Can a question type "Rating" not be linked to another question based on the answer? One of our questions asks about the overall support experience with the technician and offers radial options ranging from 1-10 (similar to how the NPS question type looks). Anything at 6 or below, we display an additional question that asks the customer if they would like a supervisor to contact them regarding the experience. Unless I am missing it, the Linking icon/option is not available on the question type for ratings (and I am unable to locate documentation saying whether or not this is intentional). Additionally, there is no option to put in another question that is similar to the NPS question, at least in terms of structure - radial options each with a link icon available beneath it.
Any assistance here would be greatly appreciated!
1) Is this something that is achievable with GainSight surveys? I have gone through the "Admin - Surveys" course on the Customer Success University, but was unable to find a clear answer on that.
2) Can a question type "Rating" not be linked to another question based on the answer? One of our questions asks about the overall support experience with the technician and offers radial options ranging from 1-10 (similar to how the NPS question type looks). Anything at 6 or below, we display an additional question that asks the customer if they would like a supervisor to contact them regarding the experience. Unless I am missing it, the Linking icon/option is not available on the question type for ratings (and I am unable to locate documentation saying whether or not this is intentional). Additionally, there is no option to put in another question that is similar to the NPS question, at least in terms of structure - radial options each with a link icon available beneath it.
Any assistance here would be greatly appreciated!