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
- 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). 
 
- Initial backfill - Use Bulk REST API to load historical NPS responses in chunks; monitor job status. 
 
- 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. 
 
- 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]
