CustomerGauge -> Gainsight CS


This is a guide to how you can integrate CustomerGauge to feed NPS® survey results into Gainsight CS.

There are two viable patterns—native Survey import (CSV) and object/API ingestion (real-time or near real-time)—and how to wire them up.


1) Quickest path: “Survey-native” CSV imports


If you’re happy with batch (e.g., hourly/daily), Gainsight lets admins import third-party NPS responses into its Surveys module via CSV. Responses then flow into NPS Analytics out-of-the-box.

Pros: fastest to stand up, auto-lands in the right analytics. Cons: not event-driven, limited automation metadata.  


How to do it

  • From CustomerGauge, generate a CSV export with columns Gainsight expects (e.g., Company, Email/Person, Score, Comment, Survey Name/ID, Response Date, Language, Channel).

  • Admin uploads via Import NPS® in Gainsight Surveys (can be operationalized with a job).  


2) Robust & real-time: “Object/API-native” ingestion


For automation, CTAs, Timeline, and Health Score updates, push responses via Gainsight’s REST APIs.


2A. Data model & identity

  • Company alignment: ensure your CustomerGauge Account ID maps to Gainsight’s Company (use external identifiers; upsert via Company API).  

  • Person alignment: upsert contact emails into Person/Company Person as needed.  

  • Response storage: create a Low-Volume Custom Object (e.g., CG_NPS_Response__lv) with fields like:

    • companyId (lookup → Company), personEmail, surveyId, responseId (your idempotency key), score, comment, channel, touchpoint, responseDatetime, country, product, segment, caseLink.

      Ingest via Custom Object API (low-volume) or Bulk REST API for batches.  


2B. Event logging & actionability

  • Log a Timeline Activity per response (e.g., “NPS Response 2 (Passive) from Jane Doe – ‘…’”), relating it to the Company/Relationship. This gives CSMs context in their 360 view.  

  • Use Gainsight Rules/Horizon Rules to:

    • Create/Update CTAs for detractors/passives.

    • Update Health Score contributors from rolling NPS.

      (These sit on top of the objects you just populated; docs reference object usage and Timeline behavior.)  


2C. Authentication & headers


Gainsight supports an Access Key (static) and M2M OAuth. With Access Key, send accesskey: <YOUR_KEY> in headers for all API calls. (Key is generated under Administration → Integrations → Connectors 2.0 → Gainsight API.)  


2D. Minimal payload examples (illustrative)

  • Upsert Company (ensure target exists for lookups): Company API (body contains external identifiers & attributes).  

  • Insert NPS response (custom object): Custom Object API with your responseId as an upsert key to keep it idempotent.  

  • Create Timeline Activity: Timeline API with activity type “Survey Response” (or your custom type), body text, sentiment, and references to Company/Relationship.  

  • Bulk: for larger hourly drops, use Bulk REST APIs (observe rate limits) to load many records in one job, then poll job status.  


Recommended field mapping (core)

CustomerGauge field

Gainsight target

Account External ID / CRM ID

Company external key (via Company API)

Contact Email

Person / Company Person (People API)

NPS Score (0–10)

score (integer) in custom object

Verbatim Comment

comment (string) in custom object & Timeline body

Response Date/Time (UTC)

responseDatetime (datetime)

Survey / Program / Touchpoint

surveyId / touchpoint (string)

Channel (email/web/in-app)

channel (enum/string)

Response ID (CG GUID)

responseId (string, upsert key)


Operational playbook

  1. One-time setup

    • Create the custom object & lookups; define the upsert key.  

    • Generate API credentials (Access Key or M2M OAuth).  

    • Define a Timeline activity type (optional, but nice for reporting).  

  2. Initial backfill

    • Use Bulk REST API to load historical NPS responses in chunks; monitor job status.  

  3. Ongoing sync

    • Real-time: webhook from CustomerGauge → small integration service → Gainsight APIs (Company upsert → Person upsert → Response insert → Timeline create).

    • Or scheduled: hourly batch to Bulk API.

  4. Drive action

    • Rules to open CTAs for detractors, post passives, and to set Health Score contributors.

    • Reports/NPS Analytics continue to work (if you also use Survey import) or build reports off your custom object.


When to choose which path

  • Need it now, minimal engineering → CSV Survey import.  

  • Need automation, CTAs, real-time visibility, Timeline, Health → Object/API-native route.  


Notes & caveats

  • Rate limits: Bulk REST APIs have hourly/daily limits—plan batch sizes accordingly.  

  • Idempotency: always upsert by a stable responseId to avoid duplicates.

  • PII/GDPR: keep comments and emails within your DPA scope; mask if needed.

  • PX vs CS: Gainsight PX has its own API/auth if you ever send in-app NPS there; here we’re targeting Gainsight CS.  


[Contributed by AD 6 Oct 2025]