Hi ​@ahamburg9 

Coming from the world of marketing with a keen interest in privacy and now running digital CS, I would advise against using Surveys as way to sign-up to a newletter.

A best practice would be to have a form designed for all the types of engagements that do require some form of consent throughout your org (tackling what you do in DCS but also marketing and other realms). 

Why?

• The survey tool isn’t a form per se, and a Gainsight flattened survey object even less designed to be record of consent (it’s too easy to alter it)
• You probably have another tool such as Marketo or Hubspot or OneTrust or any other of these tools delivering a form of privacy center with all options to sign-up and unsubscribe from all the things that they could sub and unsub from. Don’t divide to better reign: privacy is best centralized (in my opinion). 
• If you really want to use Gainsight because you’ve got no other option, there’s an opt-out configuration and the link that goes with in in emails, that you could probably move out of the footer and into the email body for people to choose to subscribe or unsubscribe to things. That would be more appropriate than a survey as the record of consent is more robust than what a survey flattened object would be. 

I cc ​@TMaier The Great and ​@silasramsden who both have great experience in the realm and I believe could chime in too as privacy preferences are not that easy to sync between systems, hence why they’re best managed from one system (that’s really good at that). 

Hope this helps!

A

Hi ​@alizee ​@ahamburg9,

It’s important to consider the content that you’re looking to serve up to customers. A practice we’ve generally followed is, if the content is strictly to support a customer with their existing product, explicit consent may not be required, legitimate interest can be sufficient for the data processing (the emailing). However if you stray into marketing other products, it tends to be a different story.

Regardless, you still need to offer a method to opt-out as ​@alizee states. We’ve been pushing for some increased flexibility to Gainsight’s preference center for a while. Feel free to give these a vote!

Voted both ideas for yall.

Thanks for the feedback. It is more curiosity of using Surveys in CS outside the norm of NPS, CSAT or CES.

Thank you!