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bill_davis
bill_davis
Contributor ⭐️⭐️⭐️
October 4, 2018
New Idea

More than one NPS question in survey

  • October 4, 2018
  • 11 replies
  • 382 views
Does anyone know if it is possible to have more than one NPS style question in a survey?

It appears the answer is no, as I when I try to add a second question that is the 0 - 10 format the option is grayed out.

      11 replies

      vishwajeet_singh_chauhan
      Gainsight Employee ⭐️
      vishwajeet_singh_chauhan
      Gainsight Employee ⭐️
      October 4, 2018
      Hi Bill , 
      Survey only supports 1 nps question per survey . If you want to have more than one 0-10 format question you can use multiple choice single select question where you can create answer choices 0-10 . This way you will get 0-10 format question but it will be displayed vertically in survey 1.0. 
      In Survey 2.0 options are there to display multiple choice single select question horizontally also.
      Hope this helps.
       
        bill_davis
        bill_davisAuthor
        Contributor ⭐️⭐️⭐️
        October 4, 2018
        Thanks, after posting I realized I could use the Multiple Choice format, I was just curious if I could get a second NPS in there.

        dan_ahrens
        dan_ahrens
        Expert ⭐️⭐️⭐️
        October 5, 2018
        Hi Bill, can you share the use case you have in mind for surveying with two NPS questions within the same survey?
        VP of Customer Success at Forcepoint
        bill_davis
        bill_davisAuthor
        Contributor ⭐️⭐️⭐️
        October 18, 2018
        Our Support Team sends out a Survey after each Support Case. They currently use Survey Monkey to send the survey, and have 3 NPS Style questions.


        1.      
        Based on your recent
        support experience, how likely are you to recommend Boomi to a friend or
        co-worker?



        2.      
        How would you rate
        your customer support experience? 



        3.      
        How easy was it for you to engage with Boomi Support?



        4.       Do you have any additional questions or comments for
        Boomi Support?




          diane_morneau
          diane_morneau
          Helper ⭐️⭐️⭐️
          June 13, 2019
          Another case is, while getting an overall NPS rating for a service, we want to get a similar evaluation on various sub components like Communications, Knowledge, Value, etc.

            dan_ahrens
            dan_ahrens
            Expert ⭐️⭐️⭐️
            June 13, 2019
            Hi Diane,

            In that case the solution that Vishwajeet outlined above would work. It's also the approach we take internally at Gainsight on the surveys we send to our customers. We use the NPS question for the overall company NPS question, and then multiple choice questions for the other questions about our support, product, CSM team, etc.

            VP of Customer Success at Forcepoint
              greg_dutson
              Contributor ⭐️⭐️
              July 7, 2021

              Hi Bill , 
              Survey only supports 1 nps question per survey . If you want to have more than one 0-10 format question you can use multiple choice single select question where you can create answer choices 0-10 . This way you will get 0-10 format question but it will be displayed vertically in survey 1.0. 
              In Survey 2.0 options are there to display multiple choice single select question horizontally also.
              Hope this helps.
               

              This is exceptionally poor functionality. In order to put scaling labels on in 2.0, I need to use an image. That image doesn’t translate well and has poor layout (esp in mobile view) and the options are on the side of the radios vs under them. And again, on mobile, it destroys the layout on mobile. 

               

              Is there any plan to make survey design at least OK? This is poor functionality.

                richa_bala
                richa_bala
                Helper ⭐️⭐️
                July 30, 2021

                Hi all, thank you for your feedback. We will add to our roadmap the ability to add more than one NPS/CSAT survey questions - encourage others to upvote so that we could prioritise accordingly.

                  alizee
                  alizee
                  VIP ⭐️⭐️⭐️⭐️⭐️
                  January 21, 2022

                  @anirbandutta @richa_bala how high on the roadmap is this? We have a strong need to include multiple CSAT type questions in GS surveys! Thanks! 

                  The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
                    richa_bala
                    richa_bala
                    Helper ⭐️⭐️
                    March 29, 2022

                    Hi @alizee this is on our roadmap this year. Today, you can still add multiple CSAT questions by using the matrix style CSAT question. What we will be adding is the capability to have several regular style (ie, non-matrix style) CSAT questions into a survey. Hope this helps!

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