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aces2mexico
aces2mexico
Contributor ⭐️
October 31, 2023
Solved

When are options for incentives for full participation when requesting surveys for CSAT on service or product feedback?

  • October 31, 2023
  • 1 reply
  • 55 views

I’m interested to hear how others get full participation in surveys for CSAT, NPS and feedback.

I relaunched fresh surveys on product, services and did renewal touch points with general questions. I have done subjective responses to consistent questions.

Now, I desire scoring feedback to align with our internal health scoring for comparison. I have heard offering gift cards can seem like a bribe and was shot down. I thought it was more common and interested to hear how others do it.

I am having teams follow-up direct in meetings with a soft approach and resharing for those that respond and are open. 

 

Appreciate any ideas! Thanks Gainsight Community

    Best answer by aaronhatton

    Hey @aces2mexico! This is a topic I particularly enjoy talking about. There’s a few ways I have seen it done in the past:

     

    Monetary Incentives

    1. Gift cards upon completion
    2. Raffle entries to win a gift card / swag
    3. Charity donations to a charity of choice - My preference
    4. Charity donation in their name

    Product Incentives

    1. Access to a Beta release earlier
    2. 1:1 time with a product manager
    3. 1:1 time with a technical resource (this is great for digital/scaled customers)
    4. A discount on upsell/expansion features (i.e - 20% off your next user license purchase)
    5. A chance to be invited to product council (round tables with PMs discussing future product developments) - My preference

     

    This is just a few but hopefully it helps get you started.

    1 reply

    aaronhatton
    aaronhattonAnswer
    Helper ⭐️⭐️
    November 6, 2023

    Hey @aces2mexico! This is a topic I particularly enjoy talking about. There’s a few ways I have seen it done in the past:

     

    Monetary Incentives

    1. Gift cards upon completion
    2. Raffle entries to win a gift card / swag
    3. Charity donations to a charity of choice - My preference
    4. Charity donation in their name

    Product Incentives

    1. Access to a Beta release earlier
    2. 1:1 time with a product manager
    3. 1:1 time with a technical resource (this is great for digital/scaled customers)
    4. A discount on upsell/expansion features (i.e - 20% off your next user license purchase)
    5. A chance to be invited to product council (round tables with PMs discussing future product developments) - My preference

     

    This is just a few but hopefully it helps get you started.

    Aaron Hatton | Head of Digital Customer Success (PVcase)
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