How to Associate Feedback Surveys to Custom Objects & Other Records?

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We are currently running a CSAT survey for customers that triggers based on a Contact Property, this contact property is modified by a Custom Object Workflow, for example:

Project (Custom Object) enters “Completed” Stage > Custom Object Workflow trigers and sets a “Send Survey” contact property to the associated contacts of the Project > Survey Tool triggers based off of this contact property and send the Survey email.

How can we associate the survey responses to the original Project that triggered this whole process? As of now the survey responses are associated to the contact and that’s it, but the main issue is that contacts can have multiple Projects based on different services and time of the year, for example:

  • 2021 Project - Service A
  • 2021 Project - Service B
  • 2022 Project - Service A, and so on..

Ideally we would store these survey responses in the Project itself, so we would know exactly what the experience was for that specific Project or Custom Object, and then filter our projects based on that.

We have access to Custom Code and Format Data options with Operations Hub, and we could probably spin some code that triggers based on the most recent closed project and use contact personalization tokens in the email survey and then send back the survey response to the project, but obviously it would require a lot of logic and code, wondering if there is an easier way to do this.

The simplest solution would be to be able to manually associate a survey response to any custom object/record

Any ideas would be appreciated!

2

Hi @joseadiazc,

Thank you for reaching out to the Community!

This is a great question!

I would like to invite our subject matter experts to this conversation to see if they have any ideas.

Hi @ChrisoKlepke, @MariSuper, @Whathcock, @Jnix284 - Do you have any suggestions for @joseadiazc?

Thank you!

Best,

Kristen

3

Thank you @kvlschaefer for introducing this thread to me.

Hey @joseadiazc ,

thank you for reaching out to the community about that. Sounds like a fantastic process and I think I might be able to help out a little.

You might already know this, but unfortunately, Feedback Submissions can only be associated to contacts and no other objects. However, I think we can figure out a way to get the Feedback Response property values into the “associated” Project Record. But there is also a limit to this as well, as there can be only one value in a property at the time, of course.

If you send out the survey to multiple people of that project, we wouldn’t be able to safe them all. So, I recommend adding another Custom Object for these Feedback Submissions and have the original one only be the vehicle to gather the data. If you have then 3,4,5 whatever number of submissions as records of an object, you can associate those to the project as well.

To know which Feedback Submission (the original one) is concerning which project, I would autofill the hs_object_id of the project in a query parameter of the link that leads to the Feedback-Form.

1. Create a number property for Feedback Submissions called project_id

2. Add this to the link to the Form within your email, and add the record_id of the project as a personalization token at the end (this will look a bit different from here).

?project_id={{project.hs_object_id}}

3. Trigger that email from a Project-based WF instead of a Contact-based one, as only this way will the personalization token be available.

Do you think this process could work for you? If so, and you created the Custom Object and tested the email and autofill of the ID, please let me know, and we then program a Code Action to copy the Submission Values over to the new Object.

Cheers,

Chriso

4

Hi Christoph!

I’m continuing this old thread, since I’ve now come across this same issue, and I’m curious of your resolution here! Would you be able to elaborate a bit on this part:

"2. Add this to the link to the Form within your email, and add the record_id of the project as a personalization token at the end (this will look a bit different from here).

?project_id={{project.hs_object_id}}

I’ve created the Custom Object for Feedback Submissions, and I added the personalization token (Record ID) to the link to the survey (in the email) but now I just got stuck.
How would you link those responses to the Feedback Submission Object (as records, right?) and then, link that record to the corresponding project?
Thanks in advance, if you’re able to help with this!

Cheers,

Noora

5

Hi @NooraT, I hope that you are well!
Thanks for asking the HubSpot Community!
Let’s loop in some of our Experts: Hi @ChrisoKlepke, @Anton, @CateDuarte and @Sjardo do you have suggestions to help @NooraT, please?
Have a great weekend and thanks so much in advance for your valuable contributions!
Bérangère

6

Hi @NooraT,
In the meanwhile, I’ve noticed a similar idea already present in our Ideas Forum: Associate feedback surveys with custom objects. To contribute, you can upvote the existing idea and share more details about your specific use case in the comments.
I have added my upvote to help!
Thank you and have a nice day!
Bérangère

7

Hai…

I have running into the same issue, survey responses only link to contacts, not projects. Passing the hs object id as a parameter in the survey link seems like a good workaround. Has anyone here set up an automated way to associate those responses back to the right Project record?

Thank you…

8

Hai I got solution from my friend, best fix was adding the project ID as a URL param in the survey link, then using a workflow/hidden field to auto-associate responses back to the right Project. It is working smoothly once you set it up, no more manual linking.

9

Please share how you were able to add a hidden field to the form? That would resolve it, but I haven’t found a way.

10

Hi @NooraT,

Thank you for posting to the Community!
Tagging in Keerthi since they were able to resolve this with a hidden field/workflow.
Hi @keva Hope your having a great day! Can you share steps on how you added a hidden field?
Cassie, Community Manager