Participants list with non-Gainsight opt-outs

Hi @dcassidy 

That's one you need to discuss with your legal team.

A NPS Survey I would say is in your legitimate interest to perform as it's not marketing at all but does serve your interest as a supplier. It ultimately also does serve the respondent’s or recipient’s interest (sharing feedback).

It's likely the marketing opt-out didn't cover this (NPS Survey) as a category and I'd say you could send it anyway, basing it on legitimate interest, while offering the option for those customers to opt-out from "Surveys" or "NPS Surveys" with a GS opt-out category. I would not recommend doing it without an opt-out option. 

But again - one you need to check and agree upon with your legal team. Not a CSOps decision . 

Hope this helps!

A

Thank you, that’s helpful :)

I agree with @alizee. Most places I’ve encountered will make efforts to unify their opt-out lists. Opt-out categorization is helpful but it may not be an option on all email automation platform. I will also add that we use in-product NPS which doesn’t have to consider to opt-outs since the delivery is not email and therefore not subject to anti-spam and privacy laws. We do consider customer wishes though if they ask to not have in-app messaging to their users.