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TMaier
Helper ⭐️
June 26, 2025
New Idea

Update Responded Date on Survey Responses if Participant Completes a Previous Partially Saved Response

Related products:CS Surveys & NPS Management
  • June 26, 2025
  • 2 replies
  • 73 views

Hello! I recently became aware of something and I’m not sure if it’s always been like this, or if there was a recent change.

 

Currently when a Participant begins responding to a survey, but does not complete it, their response is considered “Partially Submitted”. At this point the Responded Date field is set to match when the partial response began - fair enough.

 

The issue I see is that, should that Participant return (after, say, a reminder email from the JO Program delivering that survey) and fully complete the survey, the Responded Date does not appear to update to reflect the actual completion date. This creates two confusing issues...

 

1.) We see complete responses coming in with a Responded Date way in the past.

2.) Participant Activity reporting shows two “survey completed” events with identical dates - one for the partial save, and one for the full completion.

 

My suggestion/request is that the Responded Date should update when a partial response is fully completed, in order to accurately capture the date on which the Participant completed the survey.

2 replies

benwanless
Contributor ⭐️⭐️⭐️⭐️
June 30, 2025

This is an interesting one, and the solution could potentially solve another issue I ran into when loading CSAT surveys from Zendesk into Gainsight.

Zendesk also allows users to ‘update’ their survey responses by changing the score and/or adding comments.

When you use the load to survey action, the Response Date is one of the identifiers. So whenever there was an ‘Updated’ response with a new date, it would create ‘duplicate’ records in our survey response objects.

Removing the Responded Date from the unique identifiers and allowing it to be updated would make loading surveys so much easier and be applicable to many more use-cases.

Best,

Ben Wanless

dayn.johnson
VIP ⭐️⭐️⭐️⭐️⭐️
August 18, 2025

​@TMaier raises an important point. Partial Submit should be a differentiated field that could be leveraged in reporting, JO evaluate steps, etc. That information should exist, and would be valuable in multiple areas.

Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member