How to Embed and Manage Customer Surveys in HubSpot CRM

[davuluJohn]

Hi everyone,

I’m currently working on improving our customer feedback process and want to integrate surveys into HubSpot CRM. How can I analyze survey responses effectively within HubSpot and link this data to customer profiles?

Thank You.

[himanshurauthan]

Hi @davuluJohn, 

To embed and manage customer surveys in HubSpot CRM:

1. Create Surveys: Use HubSpot's Service Hub to design surveys (CSAT, NPS, CES).
2. Integrate Tools: For advanced features, integrate third-party tools like SurveyMonkey or Typeform via HubSpot Marketplace or Zapier.
3. Embed Surveys: Add surveys to HubSpot emails or use embed codes for your website.
4. Link Responses: HubSpot links survey responses to customer profiles automatically if sent via HubSpot's email tool.
5. Analyze Data: Use HubSpot’s reporting tools to create custom reports and dashboards to track survey results.
6. Segment & Automate: Segment customers based on responses and automate follow-ups for personalized interactions.

Best regards!

[sojorimerry]

Thanks for the reply and for providing the useful information above!  KrogerFeedback

[Josh · Accepted solution]

Hi @davuluJohn,

Service Hub Pro or Enterprise can help you do this right from the platform. It will allow you to capture the customer survey data and analyze the response. There are a few survey types that you can create on the HubSpot side. 

• Customer Satisfaction Surveys (CSAT)
• Customer Loyalty (NPS)
• Customer Effort Score (CES)
• Custom Surveys

Here are a few resources you can follow. 

Your survey responses will be aligned with your customers and the respondents in HubSpot. 

Hope this helps!

Josh

[mo-cs]

Hi Josh! A quick followup with two big, related curiosities:

1. I'm trying to create an NPS survey that simply captures the customer's rating of 1-10. We do not want a feedback step where they add more context. We just want to follow the 1-10 rating with a thank you message. We'd like to keep it very simple. Is this possible?

2. In one attempt to circumvent this feedback step, we tried to create a "Custom Survey" type. However, it appears as though this type does not support embedding like the NPS survey type does. It's going to be very important that we are able to embed it on existing pages on our site as a little modal, and we need it to log the user in question. Is this accurate or is there a way around this?

Please note that I am a developer for my org, so I am happy to employ some trickier methodologies if needed!

Thanks so much in advance for your help, and have the best day!

Cheers,
Mo
CharacterStrong