After about a year of building out our full ecosystem, we finally launched our first customer feedback survey — exciting milestone.
Then I hit a wall. Response rate isn’t reportable on a dashboard. That’s a pretty critical metric to leave out. I can dig into the feedback survey tool and see sends vs. responses, do the math myself — but why should I have to? I want one place to monitor survey performance, not a manual calculation every time I need an answer.
Management is focused on what customers are actually saying — the responses themselves. I’m focused on whether enough people are responding to make those results meaningful in the first place. There’s a big difference between a 7% RR and a 17% RR — one tells me we need to rethink the survey, the other tells me we’re in good shape. Right now there’s no quick way to see which situation we’re in.
How is everyone else handling this? I can’t be the only one running into this.
Hey @DaleGearhart, thanks so much for sharing this on the HubSpot Community and congrats on getting your first survey out there, that’s a big milestone.
That’s a great suggestion, thanks!
I’ve noticed a similar idea already present in our Ideas Forum: Ability to build Survey Response Rate report.
To contribute, you can upvote the existing idea and share more details about your specific use case in the comments.
Now, let’s consult our Top Experts: Hi @danmoyle, @Josh and @himanshurauthan can you think of a workaround to help @DaleGearhart, please?
Thanks so much and have a fantastic weekend!
Bérangère
Hey there @DaleGearhart. Confirming that you’re right, ubSpot doesn’t expose “response rate” as a ready‑made metric on most feedback survey dashboards, even though the sends and responses are already tracked. Firs thing I’d say is that you can look in the Product Ideas forum. I’ve noticed a similar idea already present in the Ideas Forum: Ability to build Survey Response Rate report, your upvote and add a comment with your use case. The product managers do pay attention there.
I can think of two options off the bat that may help you work around this limitation. First, create a custom report with a calculated property. I’m thinking you can use survey response properties (survey name, date submitted, etc.) in custom single‑ or cross‑object reports, and build a report that shows survey sends and survey responses side‑by‑side, then add a calculated property for response rate (responses/sends). Then you can pin that report to a “CX / Feedback” dashboard so you can track response rate over time, per survey.
Or another option is to bring in another tool, an external dashboard solution like Looker Studio. You could export/import or use a third party connector like Supermetrics or Tray and push the data into your outside reporting tool. You’d do the math once in your template, then schedule automatic refreshes so response rate is always up to date without manual calculation. Honestly, this is pretty common from what I’ve seen with clients.
Hopefully that helps with the tactics. I agree on the percentages. Even HubSpot itself says typical survey response rates are in the 5–15% range depending on industry and communication frequency. So yeah, a 7% response probably signals friction (too long, wrong timing, weak incentive), while 17% is probably a good sanity check on your content.