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Hello,

I sent out our quarterly NPS survey and had a customer come back to me because they forgot to enter their comment, but were able to enter their 1-10 rating. Is there a way that we can send another link to the survey to them, so that they can add their comment without adding an additional response?

Can we delete the original response and have them send another in? Is there another way to go about this?

Thank you for your help!

Hi ewinglel ,

Gainsight allow to edit the response and this can be done by only super admin or a user with Admin access on the survey.

To do this:

  • First go to the survey Design tab and allow comment by editing the question if not done already.
  • Then go to the survey Analyze tab and then search for that participant, you should be able to see an edit icon in left side, click on that and you will be allowed to enter comment or change the score. You have to get the comment via other channel(email, chat ...). You can refer to below doc to see how to edit response       - https://support.gainsight.com/SFDC_Edition/Surveys/Surveys_2.0/Surveys_2.0_Analytics


    Please let me know if this helps.

Thank you! I’ll give that a try.

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