Manual NPS Reminder

Service Hub Customer Feedback Tool
1

Like (apparently) many others on this forum, we need the ability to manually re-send NPS surveys. Often a customer says they will do it on a call etc, and we need to ask them to scroll through their inbox to find it, which is a blocker to them actually doing the survey! The timed reminder email is a start, but what about when someone needs it on the spot whilst it is fresh in their mind.

How does the survey work when put on your website? E.g. how does it know which customer actually took the survey and if they see the survey, ignore it and then come back, will the survey still be there?

My plan was to make a “hidden” page on our web domain, and link to it in our emails.

Then, if a customer misses the email we can simply re-forward them the URL in a manual email from our personal email accounts.

Will this work?

How does it know who has actually sat the survey? When using the test feature in the survey builder, I cannot find a spot for entering name/email.

Thanks in advance!

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Hey @RSwitonski thank you for posting in our Community!

Your idea of a hidden webpage for NPS surveys sounds practical. Our system tracks respondents through cookies, ensuring they can access the survey even if they return later. While the test feature doesn’t require user info, live surveys can capture names and emails. Your plan should work smoothly!

I would highly recommend you to please post this idea at our ideas forum (here).

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

Kindly,

Pam

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Thanks Pam.
Just so I am clear, the hubspot survey widget would try and work out if it has already shown the relevant user the survey before. If they have responded, or if they have clicked away from the survey, will it ever show it again?

Thanks