For an overview of how CSMs use Customer360 (or C360), please refer to the Gainsight CSM C360 Overview Page
The purpose of these surveys are to measure customer loyalty, satisfaction, and enthusiasm with GitLab. The onboarding NPS/CSAT serves as an early warning system for the customer beyond what CSM sentiment or product usage data can tell us. It is another attribute that can point to risk early in an account, enabling faster time to resolution. The renewal NPS/CSAT serves as an additional attribute into our knowledge of the health of the renewal and enables an additional lens of focus for prioritization.
In order for our customers to receive the surveys, a
GitLab admin role needs to be assigned in Gainsight to the appropriate contacts. It is the CSM’s role to complete the role assignment, and this process has been added as a task in the customer onboarding playbook, and again in the customer renewal playbook.