Problem:
Currently, when creating surveys in HubSpot, there are limitations that hinder our flexibility and reporting capabilities. One major issue is the inability to add more than one industry standard question to a survey. This restriction prevents us from customizing surveys to suit our specific feedback collection needs. We believe that users should have the autonomy to decide the types of questions, including the ability to include multiple industry standard questions.
Additionally, we face challenges in aggregating total NPS, CSAT, or CES scores across surveys. It’s cumbersome to access our company’s total NPS score without having to create a separate report. Survey submissions are not treated as objects for reporting purposes, further complicating our ability to track and analyze overall customer satisfaction metrics efficiently.
Suggested Solution:
We propose that HubSpot enhances its survey functionality by allowing users to freely add multiple industry standard questions as needed. Moreover, implementing a feature to aggregate and display total NPS, CSAT, and CES scores across surveys directly within HubSpot would significantly streamline our reporting processes. This enhancement would empower users to better manage and analyze feedback data, ultimately improving our ability to make informed decisions and drive customer-centric strategies.