topic Re: Reminder for Customer Satisfaction Surveys in Customer Feedback Tool

Reminder for Customer Satisfaction Surveys

wmflan39 — Thu, 13 Feb 2025 13:01:15 GMT

I want to send a reminder to non-responders to a Customer Satisfaction Survey (CSAT), but that feature appears to be available only for Custom Surveys. I can't see how to construct a Custom Survey to mimic a CSAT survey and, anyway, I can't use tokens in them anyway. Is there a way to send reminders to Customer Satisfaction Survey non-responders?

Re: Reminder for Customer Satisfaction Surveys

kennedyp — Thu, 13 Feb 2025 18:51:11 GMT

Hi @wmflan39! Thanks for your post.

Maybe as an alternative, you can create lists and use workflows to send reminders for the survey as noted in this Community post: How to resend survey feedback?

I want to invite some subject matter experts to see if they have any suggestions.

Hey, @danmoyle or @SaaSSolutions do you have any thoughts on how we could automate a survey reminder for CSAT surveys?

Best,

Kennedy

Re: Reminder for Customer Satisfaction Surveys

danmoyle — Fri, 14 Feb 2025 18:34:11 GMT

Hey there @wmflan39 (thanks for the tag @kennedyp 😊 )

Have you submitted this as a feature idea? I'd definitely do that.

As for the solve, I would try to have a workflow where these criteria are true:

Workflow criteria for CSAT reminder

Survey Completed is none of Yes
and
Contact is associated to:
Any Feedback submission
And associated Feedback submission has all of:
Survey Type is any of Customer Satisfaction Survey (CSAT)

I would thiknk this would give the contacts who have a CSAT survey sent to them and have not filled it out. I would set this to re-enroll every so often - 2 weeks, 30 days, whatever works for you - and it should allow you to either assign a task or simply send an email reminder.

Hopefully that helps!

Re: Reminder for Customer Satisfaction Surveys

wmflan39 — Wed, 19 Feb 2025 13:58:42 GMT

Thanks @danmoyle for your time. I'm hooping HubSpot will add this feature.

Re: Reminder for Customer Satisfaction Surveys

wmflan39 — Thu, 20 Feb 2025 13:00:09 GMT

@danmoyle, I don't see the 'Survey completed' enrollment criteria at all. How did you acquire that?

Re: Reminder for Customer Satisfaction Surveys

danmoyle — Thu, 20 Feb 2025 14:06:17 GMT

@wmflan39 here's where I find that. Source is Contact, then "Contact properties," and then Survey Completed.

Hopefully that helps!

Re: Reminder for Customer Satisfaction Surveys

wmflan39 — Thu, 20 Feb 2025 15:22:38 GMT

Thanks again, Dan. I am super admin. I select Workflows > Create Workflow > From scratch > Contact-based > Blank workflow > Next > (box) Trigger enrollment for contacts > When an event occurs (see attachment). Clearly, I am doing something wrong, but I can't figure it out.

Re: Reminder for Customer Satisfaction Surveys

danmoyle — Thu, 20 Feb 2025 15:42:14 GMT

No worries @wmflan39. Try the "when filter criteria is met" instead. I think that will get you to the same place I was.

Re: Reminder for Customer Satisfaction Surveys

wmflan39 — Thu, 20 Feb 2025 15:53:18 GMT

That did the trick, thanks @danmoyle. Problem is, I dont have the property 'Survey completed' in my portal. I'll talk with my success manager. Thanks for your help.

Re: Reminder for Customer Satisfaction Surveys

danmoyle — Thu, 20 Feb 2025 16:02:41 GMT

Happy to help, @wmflan39!