We had some data issues earlier this year that weren't addressable by an admin and support didn't take care of them in an efficient manner. Support has been much more responsive and thorough since that issue was resolved.
Gainsight is very powerful with closing the loop on NPS in a cohesive, unified way so every client receives the same experience. Rolling out mutually agreed upon strategy at scale gives CSMs the ability to address concerns and change client sentiment seamlessly.
Gainsight is also very powerful at unifying client experience.