We should be able to edit the questions in feedback survey templates

[cly2026]

We’re on HubSpot’s Enterprise tier which means we’re paying a premium for what we expect to be a powerful, flexible platform. But we’ve hit a very frustrating limitation with the survey tools, specifically around sending a single in-email rating question.

All we want to do is:

• Send an email with one rating-type question (like NPS or CSAT)
• Let the recipient click their rating directly in the email
• Automatically trigger a thank you page or message after that click

That’s it. No extra clicks. No buttons that link out to another survey page. Just one question, one click.

The current NPS tool does include the rating in the email, which is great, but it does not allow us to edit the question. We’re told this is because NPS is meant to compare against other companies. But that’s not what we’re trying to do. We want to use the same functionality to measure satisfaction with a specific part of our service, not with our company as a whole.

I understand we could create a custom survey, but those only allow a button in the email, not the actual rating options and require extra clicks to open a new page just to answer a one-click question. That’s unnecessary friction for a simple ask and lowers the rate of receiving rersponses.

This is a basic use case. One question. In-email. Editable text.

It’s extremely frustrating that we’re now considering paying extra for a third-party survey tool just to get what feels like a standard feature, especially at the Enterprise level.

Please HubSpot team, make it possible to edit the in-email question text for rating surveys. Many of us are trying to provide seamless, on-brand experiences for niche use cases, and this rigid setup makes that very difficult.

Would love to hear if anyone else has solved this in a creative way, or if HubSpot is considering an update.

[Victor_Becerra]

Hey @isabellweiss , thanks so much for taking the time to post!

I found a few existing threads that give more helpful context with what you’re describing

Community thread

https://community.hubspot.com/t5/Customer-Feedback-Tool/Edit-Survey-Notification-Email/m-p/789976

Knowledge base article

https://knowledge.hubspot.com/customer-feedback/customer-feedback-faqs

This is also posted as an Idea in the Ideas forum. I’d recommend adding your use case in the comments and upvoting the thread:
https://community.hubspot.com/t5/HubSpot-Ideas/Ability-to-edit-Net-Promoter-Score-NPS-question/idi-p/716761

I’m also going to tag a few Community experts in case they’ve found any workarounds here. Hey there @RomyFuchs1 @franksteiner79 @danmoyle — Happy Thursday! Would love your thoughts here!

Best
Victor

[RomyFuchs1]

Hi @cly2026

You’re absolutely right to be frustrated here – and you’ve described the limitation very clearly.

Let me separate what’s possible today from what’s not possible in HubSpot right now, and then outline a couple of practical workarounds plus how to get this in front of the product team.

1. What HubSpot supports today

NPS survey emails

• NPS emails do include the 0–10 rating scale directly in the email. A click on a number:
  • Immediately records the score.
  • Then takes the contact to a follow‑up/thank‑you view where you can show a message and/or ask an open text “Why?” question.
• However, the NPS question text itself is intentionally locked:
  • HubSpot explicitly states: “Can I customize the NPS question? No, NPS is an industry standard. Therefore, you can only customize the company name.”
• You can customize:
  • Greeting / intro text above the NPS block.
  • Follow‑up questions and the thank‑you message, including different text for different score groups.

So: the one‑click, in‑email rating behavior you like exists, but the core NPS question sentence cannot be edited.

CSAT / custom surveys

• CSAT and custom feedback surveys let you change the question wording and add custom questions and rating fields (stars, scales, etc.).
• For custom surveys, you can add rating questions (NPS or CSAT modules, or your own rating fields) and fully control the question text and labels.
• But for email delivery of custom surveys, HubSpot uses a “Start survey” button in the email (or similar), which links to a separate survey page – not individual rating links embedded in the email body. That’s exactly the extra‑click friction you’re trying to avoid.

So: you can get editable questions (custom survey), or in‑email one‑click ratings (NPS/CES), but not both in one standard feature.

2. What you’re asking for (and what HubSpot currently cannot do)

Your desired behavior:

1. Single rating question directly in the email (CSAT/NPS‑style scale).
2. Question text fully editable (e.g. “How satisfied are you with our onboarding process?” instead of the standard NPS wording).
3. One click = response recorded + automatic thank‑you page/message, no intermediate “start survey” click.

Based on the current documentation:

• NPS: one‑click in‑email rating, non‑editable question text.
• CSAT/custom: editable question, but no per‑rating in‑email links – the email links to a hosted survey page.

There’s no supported combination that gives you all three requirements at once.

So your understanding is unfortunately correct: today, HubSpot does not support an editable, in‑email rating question with one‑click submission.

3. Realistic workarounds (without buying a third‑party tool immediately)

None of these are perfect, but they may get you close while you push for a product change.

Workaround A – “Hijack” NPS for specific experiences (closest to your UX)

If you can live with the fixed NPS wording but want to measure a specific touchpoint:

1. Keep the standard NPS question text (cannot be edited) but:
   • Use the Greeting and Intro fields to clearly scope the context, e.g.
     “Hey {{ contact.firstname }}, your opinion on our onboarding process matters to us.”
     “Please rate how likely you are to recommend us based on your recent onboarding experience.”
2. Use follow‑up questions and thank‑you text to make it explicit you’re evaluating that specific part of the service.
3. Use segments and naming conventions (e.g. “NPS – Onboarding”, “NPS – Support”, etc.) to distinguish different NPS programs.

Pros:

• Preserves your desired one‑click in‑email UX.
• No extra tools, full reporting and automation on NPS properties.

Cons:

• Question remains “recommend our company to a friend or colleague?” which is semantically not 100% aligned with “rate this specific service area”.

Workaround B – Custom survey + “mocked” rating links in a marketing email

If you must have customized question text, you can approximate one‑click behavior using a custom survey + tracked links:

1. Create a custom feedback survey with:
   • A rating property (e.g. 1–5 or 0–10) for “Satisfaction with X”.
   • Configure the thank‑you screen as your desired confirmation/thank‑you page.
2. Create a marketing email (not the built‑in survey email) and build your own “scale” with 1–5 or 0–10 links:
   • Each “number” is a link to the same shareable survey URL with a distinct query parameter, e.g.
     ...?surveyId=XYZ&score=10
...?surveyId=XYZ&score=9 etc.
3. On the survey page:
   • Prefill the rating question using that URL parameter via a custom form or script.
   • Auto‑submit or at least have the rating preselected so the user only clicks once more (worst‑case: two clicks instead of three).

Pros:

• Fully editable question text and branding.
• Rating is still perceived as almost one‑click if you auto‑submit or preselect.

Cons:

• Requires some custom dev / scripting on the survey page.
• Official HubSpot survey forms don’t natively support “pre‑answer and auto‑submit” – this is more of a technical workaround.

Workaround C – Use CSAT / custom rating on a web survey, triggered contextually

For post‑interaction feedback (e.g. support, onboarding, a specific workflow):

1. Use a CSAT or custom survey with editable question text.
2. Present it:
   • As a web survey on a specific page in your app/portal, triggered just after the interaction (e.g. in your own UI or via feedback surveys).
   • Or via workflow‑triggered email that links to a very lightweight, single‑step survey page (still two clicks, but minimal friction).

Pros:

• Precise, on‑brand wording.
• No confusion with global NPS.

Cons:

• Still not the pure one‑click email experience you described.

4. Is HubSpot considering an update? How to escalate your use case

There’s currently no live product update announcing editable NPS question text or generic in‑email rating blocks; my search across product updates and docs didn’t surface anything like “custom in‑email rating survey editor” or similar.

Given that:

• The docs still explicitly say “Can I customize the NPS question? No…”
• There’s no corresponding “new feature” update about changing this behavior,

it’s safe to say this is not available yet and not publicly announced.

Best way to push this:

1. Create or upvote an idea in the HubSpot Ideas Forum describing exactly what you wrote:
   • One rating question.
   • In‑email clickable options (0–10, 1–5, stars).
   • Fully editable question text and labels.
   • One‑click submission + configurable thank‑you view.
2. In your idea, reference:
   • That you’re on Enterprise and evaluating third‑party tools because of this gap.
   • That the current “NPS wording lock” contradicts your need to measure experience‑level satisfaction, not only overall company recommendation.
3. When you have the idea link, I’d suggest:
   • Sharing it internally with your CSM/HubSpot partner manager.
   • Asking your team and stakeholders to upvote/comment – product relies heavily on demand signals there.

Regards