For an overview of how CSMs use Customer360 (or C360), please refer to the Gainsight CSM C360 Overview Page
Customers at GitLab periodically receive surveys sent via Gainsight by the Digital CS Team to gauge customer sentiment. The Net Promoter Score, or NPS, are surveys sent directly to customers to measure customer loyalty, satisfaction, and enthusiasm with GitLab at different points in the customer lifecycle.
Customer Satisfaction score, or CSAT, are surveys sent directly to customers to measure satisfaction of a service, product, interaction or experience with GitLab. A customer may receive a CSAT survey at any point in their life cycle depending on the survey’s configuration.
In order for customers to receive these surveys, a GitLab admin role needs to be assigned in Gainsight to the appropriate contacts.
It is the CSM/CSE’s responsibility to ensure the role assignment is completed. This process is a task in the Customer Onboarding playbook, and also in the Customer Renewal playbook. If an account doesn’t have a CSM or CSE, the AE must configure the role.
Customers receive NPS surveys at multiple points in their customer lifecycle and may include additional CSAT surveys. They are as follows:
Other teams within GitLab also conduct NPS surveys that differ from those sent by the Digital CS Team. The UX Research team conducts a quarterly Paid NPS (PNPS) which surveys a random sampling of GitLab users associated with paid accounts. For more information about UXR PNPS, please go to the Product Operations Survey Workflows handbook page.
