Resurvey NPS Survey

Service Hub Customer Feedback Tool
1

Hi,

The person that created our NPS survey has left our company. I want to change some filters in who should get the survey, but I am struggling on the ‘options’ tab. See screenshot below.

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Basically, the frequency of our survey is set to 3 months. I want all contacts that meet the requirements to be sent the survey every 3 months until they do not meet the requirements anymore. According to my friend ChatGPT the above settings mean that I need to select the ‘Primary Contact is Yes’ or ‘Preferred language is Dutch’ option (or both) and only if those properties change, someone will get resurveyd. But this is not what i want. As I said, I want all contacts to be resurveyd as long as they meet the requirements. How do I fix this?

2

Hi @PvPHS
Thank you for reaching out to the Community!
I’d like to invite some community members who are subject matter experts to join this conversation.
@PremKannan @TomM2 @aviafriat26 - Would you be able to share any insights on this? Your expertise would be greatly appreciated.
Best,
Victor

AKumara 3

:slightly_smiling_face:

4

Thank you for your patience @PvPHS!

I’ve been researching and found a potentially helpful solution here: NPS/CSAT Survey Criteria!

The sync property approach could help if your survey targeting involves filtering by both contact properties and associated ticket/deal properties.

Please let me know if this is what you are looking for.

Thanks, Victor

5

Hi @PvPHS

I get the confusion here. In HubSpot, the “Resurvey” setting is split between two pieces: the overall frequency you set (3 months in your case) and the property-change logic you see in the “options” tab. That second part doesn’t control the cadence it only adds exceptions where a contact could be re-enrolled sooner if one of those properties changes.

If you leave that box empty, HubSpot will still automatically resend the NPS survey every 3 months to anyone who continues to meet your audience filtters

(Create and conduct customer satisfaction surveys )

So if your requirement is “every 3 months until they no longer qualify,” you should set the resurvey frequency to 3 months and not select additional property triggers. Those triggers are optional overrides, not requirements. Also keep in mind that survey eligibility depends on your audience filter at the moment the survey is scheduled so if “Primary contact = Yes” or “Language = Dutch” is part of your audience, only those who continue matching that filter will keep receiving it

If you’re syncing these contacts from another system, a good practice is to keep the qualifying property values in sync so HubSpot’s audience filter always reflects the truth. Where native connectors stop short, Stacksync fills the gap with real-time, bidirectional sync so your workflows and reports stay trustworthy.