Glossary

Survey Software

Gainsight's Feedback Management module is survey software that enables companies that focus on recurring revenue to measure customer health through surveys and take action based on customer responses. The software can process three specific types of surveys:

  • Relationship Surveys deliver and define Net Promoter surveys to your clients. Viewed within Salesforce.com at the Account and Contact levels.

  • Transactional Surveys deliver and define surveys after key events or milestones (e.g., implementation success, post-support case).

  • Survey Alerts analyze responses across Relationship and Transactional Surveys. Parameters include responses analyzed by time, users, and response rate.

Gainsight's survey software is part of a much bigger set of functionality explicitly designed to reduce churn and improve customer retention.