Quick Tip: Combining a NPS Survey with a Multi-question Survey in sequence

  • 21 September 2023
  • 1 reply
  • 96 views
Anusha Mohan
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Hello PX Family,

We often get queries from customers who want to run an NPS Survey followed by a Multi-Question Survey. Currently, Gainsight PX neither provides the flexibility of adding additional queries to the NPS Survey nor adding an NPS Survey at the beginning of a Multi-Question Survey.

The customers' feel that shooting these surveys back to back will fetch them more responses and give the end users a better user experience.

But we can run an NPS Survey followed by a Multi Question Survey in sequence.😊

Yes you read it right and let us have a look at the steps involved:

Step 1: Create an NPS Survey ⭐️ with the Audience Logic 

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Step 2: Create a Multi Question Survey Engagement. Under the Audience Logic, include an In App Engagement Rule that requires the NPS Survey Engagement to be “Last Exactly 0 days ago” and launch it.✔️

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And Voila 🎉🎊, the surveys are launched in sequence. Here is a quick video demonstrating the same.

 

 

Anusha Mohan, Senior Customer Success Solutions Consultant

1 reply

Molly.McQ
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Great tip! This approach aligns with how we structure our in-app NPS, and allows us to gather the expanded survey details that help us drive improvement. I'd like to emphasize the importance of evaluating throttling settings, as they can impact the timing of the second survey. To ensure a near-immediate deployment of the second, multi-question survey, we typically bypass throttling for this specific survey. Additionally, to maintain a seamless in-app user experience, we exercise caution in limiting further engagements.  during the survey period.

 

Looking ahead, our goal is to have a unified survey that combines the strengths of both NPS and multi-question surveys. This would help us maintain consistent, timely data alignment and seamlessly integrate with our native CS NPS tenants. We currently prioritize CS unification efforts after kicking off the surveys. However, it's important to note that the timing of CS DD configuration can be impacted by survey engagement, as the survey object(s) depends on responses. 

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