I am extremely frustrated by how limited/inflexible/underpowered Hubspot’s lead scoring capabilities are. I think of lead scoring as an accumulative/progressive methodology for quantifying engagement, in which lead score increases can be incrementally triggered each time leads complete new actions (and pretty much any action, down to the level of a data value being changed, should be available for scoring). Thinking about lead scoring in these terms allows a user to build an extremely granular model that maps to their unique business needs.
Hubspot, on the other hand, seems to have conceived of lead scoring as some kind of retrospective look-back on the state of the Hubspot contact database (which is odd, considering that lead score increases/decreases are not given line items in a contact’s activity history -- crazy). I can’t trigger a lead score update every time a lead clicks through an email -- but I can assign a lead a point if “number of emails clicked = 1” ?
Another thing (which is the case elsewhere in Hubspot, too): once you’ve added more than ~10 lead scoring attributes, the UI itself becomes incredibly unwiedly. There’s no way to organize or add any hierarchy; all of your scoring attributes are just jumbled in there nonsensically.
It’s also a point of frustration that there’s only 1 available “model” for lead scoring in Hubspot. The ability to use a marketing automation platform to increase or decrease point values for custom fields -- beyond just “Lead Score” -- unlocks a lot of powerful additional options for tracking engagement and interest.
Finally, it’s crazy to me that lead scores can’t be reset without either finding a way to jerry-rig negative scoring (which is not what negative scoring should be used for), or deleting lead scoring attributes from the model altogether. There are many, many scenarios for which a lead’s score should be brought back to 0 for continued nurturing (here are two really obvious ones: 1) a rep sets the status to “Recycle” 2) the lead becomes a customer and now we want to nurture them towards an upsell).
I am a recent adoptee of Hubspot and have mostly been satisfied with it thus far. But this is an enormous, glaring problem for sure.