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Customer success teams

Every survey score lands on the account and moves its health.

NPS and CSAT software.

The customer taps a score in the email. It lands on the account it came from, moves that account's health for 30 days, and the follow-up is waiting for you, not for an export.

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What GainTrace does

How does GainTrace turn a survey score into a follow-up?

Every Answer Knows Which Account It Came From

The invite renders one signed link per score point: eleven for an NPS 0-10 ask, five each for CSAT and CES on a 1-5 scale the server enforces on submit.

A Detractor Arrives As A Flagged Risk

A scored NPS response writes an account signal on the company it came from, at the detractor severity you set in the Signals catalog.

The Follow-Up Runs Without You Chasing It

The same response fires an NPS response event, so the score band decides what happens next instead of a person remembering to look.

The job

How does GainTrace help CS teams act on NPS and CSAT?

Every Answer Knows Which Account It Came From

  • Eleven score links for NPS 0-10, five each for CSAT and CES, in the invite email
  • Tokens are HMAC signed per contact and expire 30 days after you approve the send
  • A forwarded link cannot plant a second answer: the invite signature is stored
  • Tokenless responses still land, matched by contact email or kept anonymous

One tap, matched to the account

Example

One tap records the score, the person and the company

A Detractor Arrives As A Flagged Risk

  • Bands are fixed at 0-6 detractor, 7-8 passive, 9-10 promoter
  • Health impact is sized by band: detractor -8, passive 0, promoter +5, for 30 days
  • All signal impact is clamped to -30 and +20, so one score cannot swing health
  • Choose which bands fire, and whether a detractor is info, warning or critical

A detractor arriving as a flagged risk

Example

The band sizes the consequence, not the fact a survey ran

The Follow-Up Runs Without You Chasing It

  • The nps_response event carries the score and the band, so a flow branches on the band instead of a person remembering to look
  • The NPS Follow-up template ships the shape: a detractor task for the company owner, a #cs-alerts post, a promoter advocacy ask
  • The churn model reads a 180-day NPS index built from promoter and detractor bands
  • A promoter marks champion advocacy in the expansion readiness queue

The follow-up the response opened on its own

Example

One response, one event, no export step

Other teams

Which other problems run on the same account data?

Common questions about NPS and CSAT

Ordered by how often it comes up.

We already run our NPS program in a dedicated survey tool. Do we have to rebuild it inside GainTrace?

No. GainTrace ingests what you already run: NPS arrives through the Snowflake connector's nps stream or as a CSV mapped with the Historical NPS template (respondent email and a 0-10 score required, original date and verbatim comment optional).

What has to be in place before the first survey goes out?

Three things, and they are all yours to do in one sitting. First the audience: Companies and People each have a CSV template in Data · Import CSV, where Companies needs a company name and People needs an email.

Will we still export responses to a spreadsheet to get a number we trust?

Not for the headline number. GainTrace computes it in-product and labels it per type: NPS is promoters (9-10) minus detractors (0-6) as a percentage of responses, CSAT is the share of scored responses at 4 or 5, CES is the plain mean to one decimal.

Does a response actually reach the account and the health score, or just a survey report?

A response on a signed invite link writes the company and the contact onto the response row. For an NPS survey it then raises an nps_response signal on that company with its band attached.

Do we need an admin, a segment or a journey before we can send one survey?

No. A survey is a name, a type and a cooldown in days on Settings > Surveys, and Activate survey makes the public link live and copyable in the same screen.

Sentiment tools mark happy customers red. Why would we trust this number?

GainTrace never infers a survey score from the words in an email. The number is the score the customer tapped, the server enforces the scale per type so a 5 out of 5 CSAT can never be read as a detractor.

We already pay for a CS platform and a survey tool. What does this cost on top, and does it work at our size?

Nothing on top: NPS, CSAT and CES carry no per-response fee and are on the free tier as well as every paid band, so the second invoice becomes the thing you cancel rather than the thing you add.

How do you stop one person getting the same ask twice, and can you chase the people who never answer?

Every survey carries a cooldown in days, 90 by default, and the send path skips a contact who really received that survey inside the window, while a dry run never starts a cooldown because it reached nobody.

Explore

Related questions, answered.

Plain-language guides from Explore: Metrics.

Every score lands on the account, and an NPS score moves its health.

One tap on a score in the invite writes the answer to the person and the company it came from.

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