topic Sending Customer Satisfaction Surveys based on associated Service objects in Customer Feedback Tool

Sending Customer Satisfaction Surveys based on associated Service objects

mikkishub — Wed, 11 Jun 2025 09:32:16 GMT

When creating a Customer Satisfaction Survey with the smile faces and simple follow-up questions, there's an option to define Recipients based on Contact criteria.

Currently, this criteria allows to use the following associated object:

Company
Deal
Ticket

But it doesn't include the new Service object. Of course, we'd like to get feedback from our services, too.

So, how to send these surveys to contacts based on Services? And if this is not possible right now, HubSpot, please add this option to automated surveys.

Re: Sending Customer Satisfaction Surveys based on associated Service objects

JWingate2 — Wed, 11 Jun 2025 17:24:57 GMT

Hi @mikkishub ,

Could you share the criteria you want to send the Survery - I ask because there are work around that we can make such as workflows with the criteria that enroll into a list, but HubSpot has built out the Survey enrollment criteria fairly well and maybe we can use what is already there to get what you need.

Thank you!

Re: Sending Customer Satisfaction Surveys based on associated Service objects

mikkishub — Mon, 16 Jun 2025 08:38:57 GMT

The criteria are quite simple:

Contact is associated with a Service, where
Pipeline = X
Pipeline Stage = X
Enroll only once

And I want to use the CSAT instead of a custom survey.

Re: Sending Customer Satisfaction Surveys based on associated Service objects

JWingate2 — Mon, 16 Jun 2025 20:08:04 GMT

Hi @mikkishub ,

I would create a workflow that adds the contacts to a static list based on the criteria you have above. Then use that static list as the criteria to send the Survery.

Let me know if you have any questions.

Thank you!

Re: Sending Customer Satisfaction Surveys based on associated Service objects

mikkishub — Tue, 17 Jun 2025 05:22:53 GMT

I'm sure that would work, but I'd rather wait for Hubspot to add Service objects into the CSAT associations so that this functionality would come out-of-the-box and work in the same way as ticket-based CSATs.

But let's see how long that's going to take.

Re: Sending Customer Satisfaction Surveys based on associated Service objects

JWingate2 — Thu, 19 Jun 2025 03:38:29 GMT

@mikkishub

I see you created an Idea in the Ideas forum, I am going to link it here in case other people serach and find this post so they can upvote as well.

Sending Customer Satisfaction Surveys based on associated Service objects

Re: Sending Customer Satisfaction Surveys based on associated Service objects

Jaycee_Lewis — Mon, 23 Jun 2025 17:35:02 GMT

Upvote added ✅