I would like to ask people who are unsubscribing from our emails about a reason why they decided to opt out. Apparently, there is no an easy way to do this in Hubspot. I tried to create a form with a multiple choice field and added it to the unsubscribe confirmation page but the problem is this form is displayed on both - the subscription preferences update confirmation page and on Unsubscrbe from all confirmation page. In the first case it doesn’t make any sense to ask people “why you are leaving” because they are only changing subscription options. However, there is no way to display this form only when “unsubscribe from all” is selected. The confirmation page is the same whether the person unsubscribes from all emails, updates sub preferences or even resubscribes.
Has anyone faced this problem and is there a workaround solution?
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Q: How to ask WHY subscribers opt-out of ALL email?
Short A: No built-in HubSpot functionality to achieve this outcome. (at this time)
Longer A:
As you stated @OlgaKhadieva, the confirmation page is the same whether the person unsubscribes from all emails, updates subscription preferences or even resubscribes.
Any workaround solution (if even possible) would involve code. Due to the way HubSpot subscription preferences are deeply integrated and the fact that HubSpot’s GDPR-compliance functionality is still ‘new’, we cannot recommended making this customization on your own.
Since this has the potential to be a very popular feature, you may wish to add to a new or existing thread in HubSpot Ideas.
You’ll typically get much more traction from the HubSpot Community AND the Ideas Forum is where HubSpot Product Teams monitor suggestions for popularity -- i.e., VOTES! 
Please update this thread if you decide to submit this as an ‘idea’ … you’ll have our vote for sure!
Help answer your question? If so, remember to accept this solution today.
Best,
Frank
Dude… this is HubSpot ideas. They added their question/idea. What is your canned response doing to help? Nothing. Shush, Frank…
#nlmtu
Hi everyone,
We have the same interest in having a newsletter unsubscription method implemented by HubSpot. We would like to get to know the customer’s cause to unsubscribe from our newsletter, to identify those leading issues and counteract towards them to keep the customers loyalty. Such a function could as well provide the opportunity to just unsubscribe from some newsletters instead of all of them directly.
Since this is not a pretty new function, we would really appreciate such an update, maybe by implementing a questionnaire function into a normal landing page.
Thanks in advance and best regards,
Svea
Hi Svea,
I was able to create something in Hubspot, but the questionnaire had to be placed on the confirmation page (that shows up for users that have unsubscribed as well as users that simply updated their subscription preferences). I had to word it to meet the needs of both audiences. Here’s a screenshot of the bottom of the confirmation page. This may help you.
How did you manage to add this?
I also think we should have the option to have different unsubscribe options based on personas.
I’m looking for this solution too. Hubspot actually suggests this as a best practice in unsubscribe pages in one of their blogs.
I’m disappointed to see that this feature does not exist. I even tried to create a “rich text” smart content module on the confirmation page… but then realized there is no way to create a list of unsubscribers to serve the smart content to. Hope this feature becomes available soon.
Empty
Well, what I have been doing as a work-around is adding the Choice Field to the Backup Unsubscribe module…
Editing module…But when I try to publish this, it seems that some default configuration prevents this change from being displayed, even if on the screen the preview clearly shows it.
Preview data screen
I have the same issue! @sarboledap please help with this
Our solution involves the confirmation page as well.
We created 2 new properties:
- Unsubscribe reasons (dropdown)
- Unsubscribe reasons more (text area only visible when ‘other’ is selected in the previous field)
We added those 2 properties in a form and we embedded the form into the Subscription Update Confirmation Page. Of course we adapted the language to be valid in both cases, as suggested by SRKelly.
This solution allows us to have a ready to use report for the form and if the user has the HubSpot cookie we can associate the answer to a contact. This is useful in case we want to understand if there’s any correlation with the country, the subscription types, the number of emails received.
The anonymous submissions are useful too, because you can still work with interesting data.
Bonus: the good thing of this solution is that you record all the answers without creating new contacts.
Hope this helps.
Hi @skalka thank you very much for your idea, sounds very good! Do you have any link to check the result of this implementation?
Hopefully HubSpot will bring in a feature to do this more easily. Surveys would be good to see why people are unsubscribing, as it helps us to know where we might need to improve with marekting emails.
Hi there,
Thank you all for taking the time to share your feedback.
This Idea “Email Opt Out Reason and What Email made them unsubscribe export option” is being revisited by our team.
The product development process is always filled with unexpected bumps and hurdles, so I can’t give an exact timeline, but we’ll deliver this feature as soon as possible.
All updates will be relayed on the Idea thread above. Stay tuned!
Best,
Bérangère
Hi @OlgaKhadieva,
Good news, there is now a beta for this under Settings > Product updates > All > Unsubscribe Feedback Survey Available on Preference Pages:
Unsubscribe Feedback Survey Available on Preference Pages
What is it?
You can now trigger an unsubscribe survey on the preference page to collect feedback about why a contact is unsubscribing from all emails and view this feedback for more insights about your marketing email strategy. Turn every unsubscribe into a learning opportunity without adding friction to the unsubscribe process.
Why does it matter?
Automatically collect feedback when a contact unsubscribes from all email, giving Marketers actionable insights to reduce churn and improve content relevance.
How does it work?
Within the Subscriptions settings tab, Marketers can toggle on the unsubscribe survey.
Once this setting is toggled on, anytime a contact unsubscribes from all email communications, they will see a questionnaire on the confirmation page inquiring as to the reason for the unsubscribe. The survey includes 5 preset options:
- I’m no longer interested in your company
- I didn’t sign up for your mailing list
- I receive too many emails
- Your emails are not relevant to me
- Other (50-character count open text field)
How to Access Data
There will be several ways to view the unsubscribe survey results, including --
- Contact Record Page (in the Activity Timeline)
- Custom Report Builder (contacts > marketing email activities > gave reason for unsubscribe)
- Note: This option will be available for Professional and Enterprise tier customers only.
Additionally, we’re aiming to have unsubscribe survey results accessible in the email post-send performance page in the near future.
Callouts
- Available across all Marketing Hub tiers (Free, Starter, Professional, Enterprise)
- Feature is enabled by default for all Free/Starter MH customers and new MH customers (customers who created an account after launch date).
- Feature is not enabled by default for legacy Pro/ Ent MH customers
- Multi-language support. Page will be available in the language the user viewed their Manage Preference pages in.
- The setting does not block or prohibit users from unsubscribing, it is optional and not required. Any responses received will be stored and made available to you.
Omissions
- No API support
- No customization of the survey questions
Who gets it?
All hubs and tiers, Marketing Starter, Marketing Pro, Marketing Enterprise, Marketing+ Pro, Marketing+ Enterprise
If you’re not seeing this yet, you’ll have to be a bit more patient or reach out to your HubSpot customer success manager.
Best regards!