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Tuesday US Admin Office Hours (CS Platform): Jan 7, 2025 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread


sdrostgainsightcom
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Hello everyone!

This thread is for today’s Tuesday Admin Office Hours session, Tuesday, January 7, 2025 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.

Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).

There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!

Conference Details (Zoom):

Tuesday, January 7, 2025 at 1pm PT / 2pm MT / 3pm CT / 4pm ET

 

Join Zoom Meeting:

https://gainsight.zoom.us/j/96758098131?pwd=Z2ZyTDRYVzJGMDdsV20vWWxXRGcydz09

 

Meeting ID: 967 5809 8131

Passcode: 678844

 

For dial-in info by your location, find your local number: 

https://gainsight.zoom.us/u/azzeidOTB

3 replies

spencer_engel
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  • Expert ⭐️
  • 659 replies
  • January 7, 2025

Hi Scott - I need some advice about a CSAT survey that we have been loading data to for a long time but now don’t seem to be able to do it anymore because the number we’re loading has changed from a 1-5 scale to a 0-10 scale. Looking for advice on how to handle this. Thanks!


rho_ran_experian
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  • Contributor ⭐️⭐️⭐️⭐️⭐️
  • 141 replies
  • January 7, 2025

Hi Scott, I have an issue with a load to people rule. Support has instructed me to build a new action to replace the one that is not working. I don’t have a lot of experience with load to people rules, and I would just like someone to look at what I’ve done to be sure I get it right. Thanks!

Rhonda


sdrostgainsightcom
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  • Author
  • Gainsight Employee ⭐️⭐️⭐️
  • 536 replies
  • January 7, 2025

Figured it out, ​@spencer_engel -- no, you can’t load in additional answers and questions -- you are still limited to loading a single CSAT response (or a single NPS response).

The “Multiple Questions” options allows you to load from different CSAT sources with different question titles in the same action -- so if your transactional CSAT case survey words the question differently based on the type of case, or the product (how was your experience with the Gainsight rep?  -- or, How was your experience with the PX rep?) you can keep that question title for reporting.

See screenshot for what my inbound dataset to the Load action looked like -- so I don’t think there’s a way to truly “add another question” like we were talking about -- this is about adding 10 different surveys based on the Survey Name as an identifier, and then based on the Question Name as an identifier as well (the most likely scenario for needing this option).

No, the UI isn’t doing a great job of making that clear -- but I’ve run through the process now and that’s what it does.

POSSIBLE SOLUTION FOR YOU:  use 2 transformations:

  • One transformation calculates the CSAT score (for 1-5 scale) to load as CSAT as you are already doing,
  • 2nd transformation concatenates the granular 0 - 10 score to the front of the comment?  So all comments in the new Survey setup will have “Granular Score = 8.   Comment: blah blah” or something like that?

However, it still blocks you on filtering a report for 8’s vs. 9’s, for instance.

Another idea: convert all, including old scores, to an NPS question, which handles 0 - 10 scores -- HOWEVER, it’ll treat it as an NPS for scoring in the traditional NPS methodology, so that might not fly either.

Hope this at least helps map out what’s possible and what isn’t -- let me know if you have followups!

Scott

 


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