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The Customer-First Toolkit: How I meet 500+ customers a year as a CEO
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10 customer centers

Survey feedback

Customer team: Aggregate and learn from feedback with a tracker table.
My approach to NPS feedback
As with most companies, Gainsight receives no shortage of feedback. We use Gainsight’s NPS survey module to survey our client executives twice a year.
If I see a “promoter” (very happy) response from someone I know, I drop them an email of thanks. If I see a “detractor” (lower score), I drop them a note of thanks and sometimes ask for a quick call to learn more.

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How to aggregate—and learn from—the feedback loop
Historically, when the response comes in, we’ve auto-posted it to a Slack channel. Since I’m kind of obsessed, I read every response.
Now we also bring responses into the table below to track who is providing the feedback, their comments, and my responses. And because we’re aggregating the results, we can uncover qualitative themes and NPS score trends.
Customer team: Check the responses pulled into the table below, pick which of my templates you’d like to use (
@Survey feedback (positive)
or
@Survey feedback (negative)
), and click create draft. I’ll take care of the rest from my inbox.
Apply all templates
Create all drafts
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Recipient First Name
Recipient Email
Sender first name
Sender teammate name
Improvement
Email template
Apply template
Email body
Email subject
Preview
Create draft
Reset
1
Alisa
alisa.hester5@plussunin.com
Nick
Malka
better integrate renewals into our CS team with the goal of providing a more cohesive customer experience
Survey feedback (negative)
2
Dasia
dasia.lovell5@sunnamplex.com
Nick
Survey feedback (positive)
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