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laura
laura
Contributor ⭐️⭐️⭐️
October 4, 2017
Solved

How can NPS be configured to go out on a rolling basis?

  • October 4, 2017
  • 10 replies
  • 231 views
The tutorial on Gainsight Go explains how to get an NPS out once a month, but not on other timeframes. if you tracked customer age by days (from contract) would that be more of a rolling NPS instead of triggering an outreach once a month?
    Best answer by dan_ahrens
    Hi Laura, I'd love to get a little more detail into your use case here. Do you have some scenarios in mind where a monthly NPS wouldn't be frequent enough?

    Also, with Advanced Outreaches and Bionic Queries (link) you could create a query to be that specific (in days). I'm just curious as to the use case that would mandate more frequent outreaches than monthly. 

    10 replies

    lauren_tallerico
    lauren_tallerico
    Contributor ⭐️⭐️
    October 4, 2017
    Within the Powerlist you can set the timeframe you would want this to fire. For us we did it based off of the Renewal Date in SF and have the NPS survey rolling throughout the year. 
    britton_walker
    britton_walker
    Helper ⭐️
    October 4, 2017
    We use the Life cycle weeks per year field on the Customer Info object. It keeps track of how many weeks an account has been a customer. The value is increased by one every seven days from the Billing Start Date up to 52 then resets to 1 on the customer's anniversary.

    You can add this field as a criteria in your power list and specify how often  you want to send the NPS on (e.g. 3 m13 weeks, 6 m26 weeks, etc.)
    seth
    seth
    Expert ⭐️
    October 4, 2017
    We send NPS surveys quarterly, so this was the setup I just mentioned over here :-)

    I created a Salesforce Formula Field, Integer, to give me the month of a customer's start date:
    MONTH(dateCustomerStart__c)

    I then created a Formula Field, Checkbox, to tell me whether I should be sending the survey "this month":
    MONTH(TODAY())= Customer_Start_Month__c ||
    MONTH(TODAY())+ 3 = Customer_Start_Month__c ||
    MONTH(TODAY())+ 6 = Customer_Start_Month__c ||
    MONTH(TODAY())+ 9 = Customer_Start_Month__c ||
    MONTH(TODAY())- 3 = Customer_Start_Month__c ||
    MONTH(TODAY())- 6 = Customer_Start_Month__c ||  
    MONTH(TODAY())- 9 = Customer_Start_Month__c
    AI Transformation @ Gainsight
    dan_ahrens
    dan_ahrensAnswer
    Expert ⭐️⭐️⭐️
    October 4, 2017
    Hi Laura, I'd love to get a little more detail into your use case here. Do you have some scenarios in mind where a monthly NPS wouldn't be frequent enough?

    Also, with Advanced Outreaches and Bionic Queries (link) you could create a query to be that specific (in days). I'm just curious as to the use case that would mandate more frequent outreaches than monthly. 
    VP of Customer Success at Forcepoint
    laura
    lauraAuthor
    Contributor ⭐️⭐️⭐️
    October 4, 2017
    Thanks for the help everyone!
    laura
    lauraAuthor
    Contributor ⭐️⭐️⭐️
    October 4, 2017
    We are looking into reporting at a couple of specific points in the customer lifecycle and waiting a month would miss the mark. 
    andy_roy
    andy_roy
    Helper ⭐️
    October 5, 2017
    What Lauren said. :)  You can use a campaign with higher cadence, but a Powerlist which narrows the recipients to just the right audience.

    We send out surveys via a few outreaches.  We send monthly to a Powerlist of customers whose accounts are up for renewal in 4 months (with a follow-up a week later to those who didn't open the first email).  We also have an NPS campaign that triggers daily, but the Powerlist only includes customers who just completed onboarding (and the survey is worded with a focus on the onboarding experience).  Another is more of a CSAT survey than NPS, but again, it's sent every day.  The Powerlist includes anyone who had a service desk support case closed the previous day.
      spencer_engel
      spencer_engel
      Expert ⭐️
      April 13, 2021

      Curious if there is any additional update on best practice for configuring this - especially in NXT. Or better yet, if Product is considering a more out-of-the-box solution for scheduling surveys?

        B
        brelewis89
        Contributor ⭐️
        April 18, 2023

        I know this is an old thread but how do you create a rolling NPS in NXT? We want the NPS to go out every 4th and 8th month of the year starting from contract date. 

          C
          catarinacardoso
          Contributor ⭐️⭐️⭐️
          July 21, 2023

          Similar to @brelewis89 - we would like to send surveys every quarter based on contract date/month to avoid spikes in surveys sent and responded in a specific month, we would need the send to be phased out throughout the year.

          Any updates from the Gainsight Team on this one? Or anyone accomplished this in Gainsight so far?

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