Hello GS fellows!
I was wondering if anyone has successfully managed multiple NPS programs out of Gainsight? Our use case is running a regular NPS survey for our customers but also running an NPS program for our Partner contacts. These partner contacts are not direct customers but have the ability to bring many customers thus it's important to capture their sentiment. My concern is how multiple NPS surveys would affect the inbuilt dashboards and analytics since we would like to keep both groups completely separate.
Our NPS for customers is also not live in Gainsight today but since we are in the planning stage, some insight would be appreciated on what is possible within the platform.
Solved
Multiple NPS surveys out of Gainsight
Best answer by cmultanen
We built out separate programs and surveys for our Partner and Direct channels. For reporting and analytics, we created custom reports/dashboards off the NPS Response and flattened survey MDA objects so that we could analyze NPS by channel and overall.
Because we have separate programs and surveys, we don't really use the NPS tab anymore.
Because we have separate programs and surveys, we don't really use the NPS tab anymore.
We create a program for each of our NPS surveys. It's been working well with is so far! Each program and survey have their unique stats so we've been able to keep data separated as needed.
Thanks Faust! I do have some experience with Programs, so I see how different reports could be built by survey. Do you leverage the NPS tab for analytics? I'm not sure how different NPS programs would affect the summary provided there.
+1We built out separate programs and surveys for our Partner and Direct channels. For reporting and analytics, we created custom reports/dashboards off the NPS Response and flattened survey MDA objects so that we could analyze NPS by channel and overall.
Because we have separate programs and surveys, we don't really use the NPS tab anymore.
Because we have separate programs and surveys, we don't really use the NPS tab anymore.
That makes sense. I believe we could also do the same and not depend on the summary provided by the NPS tab. Thanks for your input, Calvin!
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