Hubspot allows you to send out surveys automatically to clients via the integrated CES survey after a ticket interaction. Still, I cannot use that option because it sends the survey after any ticket is closed (including internally used tickets) and it cannot be filtered down. You can also send CSAT, but it’s an overall score of the client’s sentiment/satisfaction with your company, not for a specific ticket interaction.
I’m trying to understand if clients are satisfied with a specific ticket and representative, that way I can give feedback to my reps based on how satisfied clients are with their service and how well a ticket was handled.
In your HubSpot account, navigate to Service > Feedback Surveys.
Click the name of your survey.
On the Responses tab, click Export submissions in the upper right.
In the dialog box, click the File format dropdown menu and select the format of the export file.
Once the export is processed, you’ll receive a download link through email and in your notification center.
Once you have the exported data, you can import it into your preferred software (Excel, Google Sheets, Power BI) where you can further manipulate the data by creating pivot tables, reports, etc.