In a recent webinar, we discussed how to turn customer feedback into real action with Gainsight Surveys. The webinar broke down survey strategies, execution best practices, and technical know-how to help teams level up their customer experience game.
 

Key Takeaways:
 

Types of Surveys

• Transactional – Quick check-ins after key events (implementation, support, training, webinars).

• Relationship – Periodic pulse checks to monitor sentiment, spot risks, and identify advocates.

Best Practices

• Map surveys to the customer journey so feedback is timely and contextual.

• Ask questions with purpose (beyond NPS/CSAT).

• Keep a survey calendar to prevent fatigue.

Communication Strategy

• Warm up with a “heads-up” message.

• Use simple subject lines + reminders from the CSMs.

• Personalize follow-ups:

  • Promoters → Thank + invite to advocacy programs

  • Passives → Probe for more context

  • Detractors → Acknowledge & escalate thoughtfully

Closing the Loop

• Always acknowledge responses (a personal call/email = ).

• Show customers you heard them and share actions being taken.

• Collaborate across teams to drive real improvements.

Maximizing Response Rates

• B2B average = 15–20% but we can always try to make it better

• Target the right roles, keep it short & clear.

• Prove value by communicating “voice → value”.
   

In Gainsight

• Configure surveys with the right Qs.

• Automate delivery with JO Programs.

• Unlock insights with NPS Analytics, Dashboards, & Text Analytics.

• Use Cockpit for ad-hoc, high-impact surveys.

Watch the Recording: Dive deeper into the technical aspects and explore a detailed walkthrough of implementing survey strategies through Gainsight using JO programs, Slack integration (for responses), creating dashboard, CTAs to close the loop on survey, Using Text analytics to get best insights from the customers’ feedback. 
 

Recording: Watch here
Slide Deck: Attached for your reference