Survey Response Visibility

Hi Ellen,

At Gainsight, we allow full visibility of NPS responses and comments to all our Gainsight users. Sometimes, we'll openly discuss recent NPS responses (both promoters and detractors) at our Tuesday CSM meeting. We want our whole team to learn from customer feedback, whether it be criticism or praise.

-Will
Gainsight's Admin

Ellen, as you know, we at Gainsight can see any NPS comments and access the complete survey response through the Customer 360. In past roles, the only limitation I have seen was where an aggregated report, including comments, was available for anyone to view and a decision was made to redact mention of specific names if they were brought up in a negative context (fortunately, fairly rare). This was done so that other team members could not see a negative comment about one of their colleagues.

That said, I have never seen a decision made to block CSMs or Services people from seeing comments on their own surveys/ accounts. As Will mentions, it is generally seen as a learning opportunity and also a great way for us to understand both the positive and negative feelings a customer has and address those appropriately. Tackling issues head-on can often turn a negative situation around.

I am curious to see what input other Gainsight customers have on this question.

Tracy