topic Re: How to automate feedback surveys? in Customer Feedback Tool

How to automate feedback surveys?

HMoura — Mon, 27 Mar 2023 13:38:59 GMT

Hi.

I need to create a workflow in which the trigger is the survey answer.

But, I need to resend the survey after 90 days over and over.

Is it possible to make that in Hubspot? How?

My best,
Heider Moura

Betreff: How to automate feedback surveys?

MiaSrebrnjak — Tue, 28 Mar 2023 15:32:17 GMT

Hi @HMoura,

Thank you for reaching out to the Community!

I wanted to tag in a couple of subject matter experts to see if they have any advice:

Hi @deepikaverma, @isabellweiss, @antonia_kraft, do you have any tips for @HMoura? Thank you!

Cheers
Mia, Community Team

Re: How to automate feedback surveys?

RichPerry — Mon, 24 Apr 2023 16:19:10 GMT

I am working to do a similar thing. When we close a support ticket, we want a survey email to go out to the customer. And, we want the customer to get the survey email again after we close their next ticket.

Re: How to automate feedback surveys?

laurabren — Tue, 15 Aug 2023 22:11:08 GMT

@RichPerry @HMoura Our company just did this for our NPS surveys! If you'd like a quick run-through, I'd be happy to schedule a call and do a little demo for you 🙂

Re: How to automate feedback surveys?

LDocherty — Fri, 16 Feb 2024 07:45:41 GMT

Hey @laurabren Are you able to share how you did this one? Struggling to see how this isn't possible out of the box.

Re: How to automate feedback surveys?

RichPerry — Fri, 16 Feb 2024 14:05:46 GMT

@laurabren yes, that would be great!! rich.perry@hrperformancesolutions.net. Thank you!

Re: How to automate feedback surveys?

laurabren — Mon, 11 Mar 2024 18:39:47 GMT

@LDocherty @RichPerry @HMoura sorry for the delay here. I actually found someone who posted the exact solution we're using! You can see it here: https://community.hubspot.com/t5/Customer-Feedback-Tool/Customer-feedback-recipients-more-enrollment-options/m-p/261994/highlight/true#M218

We have a custom property that we control through a workflow. Example - we send an NPS survey at most 4x per year, but only after one of our members has checked in. A workflow monitors each check-in, then checks to see if they are eligible for surveys (over 18, have been a member longer than XX days, etc.), and then checks to see if it's been 90 days since their last survey. If yes, we update the property to "YES" (ours is literally called "Trigger NPS Survey." We clear the property after one hour to ensure it doesn't re-trigger. If not eligible for any reason, we set it to "NO" and exit the workflow. The next time they check in, they run through all the steps again.

It works beautifully!