Survey scaling and editing is extremely limited in Gainsight. This is a tool for professionals- why limit our capabilities so much?
IE I want CSAT and NPS scaling to be the same and have the same format. The only way to do that is via making two NPS questions. I cannot have two NPS questions in a survey.
Survey tools I have used in the past allow for richer HTML/CSS editing, complete customization of questions and more. This tool does not seem to meet specific needs in terms of flexibility.
JO can support customisation, HTML/CSS editing, and rich text, did you try this? Let me know if you need any help.
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