Had a question on what the best practice would be for a survey we’re using to get feedback on CE courses. What would be the benefit of marking this question as a CSAT vs using Radio type?
Page 1 / 1
Good question.
Based on question options, Gainsight survey auto suggests to convert a question type as CSAT. That way, the responses accumulated will converge under global CSAT metric and will eventually be aggregated to every Company / Relationship as CSAT score visible under C/R360. Like NPS, CSAT too is a standard CX metric worth reporting at an Account level.
In Gainsight, the Radio Type question doesn’t aggregate at Company / Relationship level unless handled with a custom logic either keeping all the response data on a Custom Object or using Survey Flattened object.
It’s a choice that one needs to make i.e. If a question appears like CSAT,
- should it be treated like a first class CSAT citizen with Out Of The Box (OOTB) analytics around CSAT metric
- or be treated like a conventional radio question type without any OOTB analytics.
Hope this helps !
Reply
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.