In the recent webinar, "CRANKUP TECHNICALITIES: From Data to Discovery: The Insightful World of Surveys,"
Survey Mastery: The Power Of PX Engagements
The session began with an in-depth look at Survey Engagements in Gainsight PX, a feature that lets you capture real-time feedback directly in your product. This tool allows you to understand user sentiment, identify challenges, and pinpoint beloved features—all without disrupting the user experience.
Here’s a glimpse of what you can do:
- NPS (Net Promoter Score): Measure user loyalty and their likelihood to recommend your product.
- CES (Customer Effort Score): Understand how easy or difficult it is for users to navigate your product or a specific feature.
- Rating Surveys: Quickly gauge satisfaction levels across your user base.
- Boolean Surveys: Capture straightforward, yes/no feedback to pinpoint specific areas needing improvement.
- Multi-Question Surveys: Dive deeper with detailed feedback across multiple questions, perfect for gathering insights on feature releases or workflow assessments.
Why Use PX Surveys?
PX surveys aren't just about collecting data—they're about transforming it into actionable insights:
- Understand Customer Sentiment: Get real-time feedback to make informed decisions.
- Identify Friction Points: Spot and resolve user pain points.
- Leverage Promoters: Turn satisfied users into brand advocates.
- Address Churn Risks: Identify at-risk customers and take proactive steps to retain them.
Survey Flow: Engaging Customers Throughout Their Journey
During the webinar, we explored a practical example of how to strategically release surveys at key points in the customer journey. Here's a potential survey flow you can take inspiration from that utilizes PX and CS:
Strategic Wins: Unlocking Key Objectives
In the second half of the webinar, the focus shifted to three strategic objectives you can achieve with survey engagements in Gainsight PX:
Objective #1: Identify Promoters and Leverage Advocacy
By deploying NPS surveys in-app, you can quickly identify your promoters—those satisfied users who are likely to recommend your product. Engage them with targeted messages, encouraging them to participate in advocacy programs, share testimonials, or provide reviews. Monitoring sentiment trends with PX analytics helps you refine these strategies, ensuring your advocacy program stays strong.
Objective #2: Enhance Product Features Based on Feedback
Want to build features your users will love? Start by tracking interactions with critical workflows in PX. Monitor feature usage metrics to find underused features. Create a Funnel report to identify workflow issues and drop-off points and use Multi-Question surveys to gather detailed feedback on their challenges and expectations. PX's Branching Logic makes these surveys dynamic, adapting to user responses and driving higher engagement. The result? Refined features that meet user needs and boost satisfaction.
Objective #3: Segment Users for Personalized Engagement
Personalization is the key to engagement. Use Multi-Question surveys to segment users based on their feedback. Once segmented, you can create targeted in-app engagements that speak directly to each group's needs. With PX's Powerful segmentation capabilities, you can deliver precise, feedback-driven content that resonates with your users, driving satisfaction and retention.
Key Takeaways
Surveys in Gainsight PX aren't just tools—they're your secret weapon for transforming feedback into product excellence. By strategically using survey data, you can identify advocates, refine features, and personalize engagement, all leading to happier users and lower churn.
Ready to take your customer engagement to the next level? If you missed the live session or want to revisit the insights, access the webinar recording and download the presentation deck now.