I’d like to highlight some significant flaws in the current CSAT survey functionality that require immediate attention
1. Lack of Ticket-Based CSAT:
The inability to tie CSAT surveys directly to tickets (send out surveys when tickets are closed, also for the same contacts) is a critical limitation. While I can workaround somewhat through workflows, it’s far from scalable. For high-traffic environments, there is no solution. Moreover, forcing users to rely on the NPS survey (which has seven options) just because we need a ticket-based CSAT creates unnecessary complexity. In my case, a simple three-option CSAT (happy, neutral, unhappy) is more than enough.
2. Customization Limitations:
Why is it possible to center-align the header and rich text but not the smiley-based question? Moreover, the fact that I can’t add labels like “happy,” “neutral,” and “unhappy” under the smileys is a missed opportunity for accessibility and clarity. These options are essential for making the survey more user-friendly, particularly for customers with cognitive or visual barriers.
3. Multiple Submissions Possible:
It’s shocking that customers can submit the same survey repeatedly simply by reopening the link. This oversight dilutes the accuracy and reliability of the feedback. How was this not considered from the outset? This needs to be addressed immediately.
4. Logo Scaling Issues:
Logos within the CSAT survey do not scale correctly between desktop and mobile views, leading to inconsistent and often unprofessional-looking surveys. This is an issue that should be relatively simple to fix and yet severely impacts the customer experience.
Without these fixes, the CSAT survey remains an approximate and flawed tool, far from the high-quality standard one would expect from HubSpot. These issues need to be addressed as soon as possible to ensure the CSAT survey is effective, accessible, and scalable across all use cases.