topic Re: Heads up - new NPS beta in custom surveys - data doesn't aggregate in Customer Feedback Tool

Heads up - new NPS beta in custom surveys - data doesn't aggregate - FIXED

auto-mate — Thu, 12 May 2022 05:57:27 GMT

EDIT: As below, this has now been fixed:)

If you build a Hubspot Custom Survey, there is a new option to add an "NPS" question - it is marked as a Beta.

I've been on with HS support to check this and I've been testing - the data from responses IS NOT aggregated with your Customer Loyalty (NPS) surveys - so the data will not contribute to your overall NPS score in the "NPS over time" system report.

If a contact gives an NPS rating from an NPS question embedded in a custom survey, the data DOES NOT appear in the "Last NPS rating/" and date properties. Nuts!!!

This seems crazy to me - and makes this feature dead-on-arrival. I don't see how the NPS label can be used for this custom survey component if the data does not aggregate with the rest of your NPS data. NPS is one score, that's the whole point.

So, heads up to other heavy survey users, watch out for this - don't get excited like I did.

And to our friends in feedback dev in Hubspot, IMHO you shouldn't launch this as NPS - beta or not - because it doesn't fulfil basic NPS functionality. The feature is great - and I really want to use it - but the NPS data logic has to be preserved!

Re: Heads up - new NPS beta in custom surveys - data doesn't aggregate

SabariRam — Wed, 11 May 2022 15:18:57 GMT

Hi,

I am a Product Manager on the Feedback Surveys Product team.

The issues mentioned above have been fixed.

The NPS scores collected via NPS questions in custom surveys do
- update the "Last NPS Rating" contact property.
- show up in the "NPS over time system report".

Please find the attached screenshots for reference.

NPS Question added to the Custom Survey

Filling in the response for the NPS question in Custom survey

NPS Response under Custom Survey Submission

NPS Response under "Past Feedback" section in Contact Record.

Last NPS Rating property with the NPS Score captured via custom survey

NPS Score captured via custom survey shown in the System report.

Please let me know if you have more questions.

Regards,

Sabari Ram

Product Manager

Re: Heads up - new NPS beta in custom surveys - data doesn't aggregate - FIXED

auto-mate — Thu, 12 May 2022 05:58:26 GMT

Great thanks Sabari. Big thumbs up from me:)