topic Track and Report Customer Pain Points in Dashboards & Reporting

Track and Report Customer Pain Points

Samantha_S — Tue, 17 Oct 2023 10:13:06 GMT

Hello Hubspotters!

I'm a Customer Success specialist and wish to track our SaaS customer onboarding pain points with Hubspot CRM as well as report on them with, preferably, the Hubspot internal reporting options versus integrations, but I am open to those if need be.

Our Hubspot CS Rep recommended creating properties on our Contact Records and reporting on those properties using the custom report builder within Hubspot.

We've categorized our pain points into 4 sections and during client calls, we will take notes in Hubspot on their specific experience. Ultimately I want a report that shows a list of clients whose Onboarding has started within a chosen quarter, which categories their pain points are within (which may be multiple - Therefore a multi-select dropdown is likely ideal for this property type.), and a percentage for each category, plus the related notes.

I suppose my main questions are, 1) what activity type should I create to capture the call notes that will report well with the multi-select dropdown? 2) What report type will best suit this need?

If anyone has suggestions I would greatly appreciate it!

Re: Track and Report Customer Pain Points

Ben_M — Tue, 17 Oct 2023 12:14:37 GMT

Based on your scenario, it should be possible to build this. Because of the complexities in building this to your scenario, you may want to engage with someone to grant them access to your hubspot instance who is able to scope and execute this for you. Typically you will want to start with your end goal as you have, and then work to scope out necessary properties to then translate into reporting. There will also need to be processes setup as well, as Notes may need to be organized and categorized to help delineate sales notes from service notes unless the notes are being captured as part of service hub (tickets for instance). So there are a lot of questions that you would need to run through.

So unfortunately, I don't think there is a simple answer to your question as the activity type can be a custom type as needed for your scope, and the report type may not end up being a single report, but rather a CS Dashboard consisting of many reports built to share the story of onboarding and any friction within that process.

Re: Track and Report Customer Pain Points

Josh — Tue, 17 Oct 2023 12:19:41 GMT

Hi @Samantha_S,

As far as the activity type goes for notes, I would lean towards "Call" here as the cross-object report builder is fairly straightforward with that activity type. Other activity types would work as well, but that's my opinion.

I would probably create a couple of different reports. Maybe a bar or pie chart to understand what types of pain points are you primarily seeing and an additional table report to pull in the note body for the calls as it relates to pain points for easy scanning.

Josh