We just launched an NPS survey, and we are using email assist to send a follow-up email to every customer who responds. (Email assist because we can customize the response to request follow up call, ask a question, or just say thanks).
We are also using email assist to notify the sales rep of certain responses (like: Joe at ABC gave a score of 0).
It would save us a ton of time if we could use tokens related to the survey response in those email assists.
Example:
To the acct owner: [Customer Name] at [Account] gave a score of [Score]. This was his comment: [Comment]
To the Customer: I'd love to learn more about your rating of [Score]
+2Hi Nicole, have you tried the new Survey Flattening option to provide all of the survey responses in a single row of data? I believe this should help you with your specific challenge of getting the score and comments into a tokenized outreach.
Hey Dan - is there any way to utilize this [i]after a survey has already been published?
+2Yes, check this article for info: https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/Survey_Flatt...
After the survey flattening has been turned on, click the option “Reset the flattened reporting” and click Save. This automatically creates a new MDA object with the same name as the survey suffixed with “flattened”.
After the survey flattening has been turned on, click the option “Reset the flattened reporting” and click Save. This automatically creates a new MDA object with the same name as the survey suffixed with “flattened”.
Awesome, Dan! Thanks for pointing this out. Game changer
+3Is it possible to tokenize the response for use in step Create CTA within the program? With 2.0 it looks like the MDA is only created once the first survey submission is received.
+1Bump for this. Wondering the same thing! I want the CTA to show some key responses, not have the CTA be for the CSM to go look at a dashboard elsewhere
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