CS Satisfaction Survey - Unable to re-enrol Contacts who have previously created a Ticket

[Jonpgarrett]

Hi,

I'm hoping someone here can help, as the HubSpot Support staff have been able to tell me why my current Satisfaction Survey criteria isn't working but can't help me with creating criteria that does.

The Problem

We have a Satisfaction survey that goes out to customers after every Ticket is closed. The criteria is set that when a Ticket has been in X Pipeline, has been closed within 1 day, it sends out a survey to the contact on the Ticket. This is fine.
But this criteria doesn't allow the option to re-survey contacts.

And as a B2B company, we have the same people raising Tickets many times, so we would want a survey for each of these contacts but as it is, after the first survey, the contacts are never surveyed again.

The issue is that the criteria requires a Ticket Close date of less than one day ago and whilst that works once, it cannot be used to re-enrol.

There must be loads of us that need their Satisfaction surveys to go out to the same Contacts again and again, So my question is, who do others do it?

Hopefully the community can help where HubSpot staff themselves are struggling. (I have suggested a really convuluted workflow to them but I'm hoping there's a simple way that I've overlooked).

Thanks.

[danmoyle]

Hey there @Jonpgarrett. In addition to what @RSchweighart offered, I've seen folks create a contact property (like "Last Survey Sent Date") and use a separate workflow to update this property each time a ticket closes and a survey is sent. This would clear out that HubSpot property, then allow you to re-enroll contacts when a new ticket is closed and the property changes. 

It's a bummer it isn't a one-step process, but I've seen that workaround offered as a solution. Sometimes we need to create extra steps like that to clear properties for use. 

Hope that helps as well! 

Thanks for the tag @kennedyp!

[Jonpgarrett · Accepted solution]

Hi @danmoyle - Thanks for chipping in.

I have indeed created a Last CSAT Survey Sent value in the Contact record but the same issue remains with the original criteria......HubSpot will not allow re-enrollment of an 'updated in' criteria. So whilst I can create a Last Survey Sent, I can't use that to send a Survey out to those with a Last Survey Sent date within X days, the same way that I can't send out to a Ticket Closed within X days.

My thoughts then went to creating a 'CSAT Survey Sent?' field, which is updated to YES whenever a CS Ticket is closed within 1 day, and then resets to 'Done' after 24 hours.

If the CSAT criteria is simply to send to Contacts that have a YES value, then happy days, I can re-enrol the Contact again and again. 
I did have a concern that it may send duplicates but none so far, so I'm hoping that's resolved it, all be it in a rather convoluted manner. 

Seems odd that there's not an 'out the box' solution.

[danmoyle]

Here's hoping it keeps working, @Jonpgarrett 🙌 

[RSchweighart]

Hi @Jonpgarrett, check out this video from Kyle J. about a beta to send feedback surveys with workflows.

Here's a suggestion on setting up the workflow:

Here's how to enable re-enrollment for the trigger step:

There must be some hindrances on the survey re-enrollment capabilities compared to workflows.
Going the workflow route outlined in Kyle's video is likely the solution, assuming you're OK with opting into the beta. Here's how to get to the beta: 

Thanks for the tag, @kennedyp. If you're not able to join the beta, maybe another community member will have more info on the re-enrollment survey issues.

All the Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help organizations implement HubSpot and Zapier. 

[Jonpgarrett]

Hi @RSchweighart 

Many thanks for your detailed response, you're so kind to spend the time.

I quickly managed to get onto the Beta and went to create a new Survey and workflow, managing to do so quickly and easily however......the new Custom Workflow Surveys do have some drawbacks from the main Satisfaction surveys which result in a poorer experience. Perhaps these are simply not rolled out yet?

They are;

1. The inability to add the CSAT survey options INTO the email. The email only offers a 'Start Survey' button, that takes the user to a website, where they click on one of the smily faces. The Satisfaction Survey allows you to embed this into the email. This helps with response rate, significantly.

Satisfaction Survey: 

Vs Custom Workflow Survey:

2. Responses. On clicked on one of the smiley faces in the Satisfaction survey, you can have a seperate response for each choice - see below:

In the Custom Workflow survey, you only have one choice. So even if you've let the customer down and they've given you both barrels, the response is upbeat:

These may only be a couple of things but the first espeicially will result in a lot less responses, so that alone would prevent us moving to this method.

My surprise is that there's not a current method to use the existing Satisfaction Survey. I'm amazed that others haven't come across this and managed to solve it in an elegant fashion. 

The quest goes on - any other suggestions very much welcomed.

[kennedyp]

Hey @Jonpgarrett! Thanks for your post and working through this with Support. To clarify, is the re-survey issue due to the 'less than one day' time frame not capturing the contacts in time? Maybe you can share screenshots of your survey settings so we can better understand the gap in logic. Do you have the frequency enabled like this? 

Eager to assist and tag in some other community members if we can get more details about your set up and an example of when someone should have been surveyed and they were not. 

[Jonpgarrett]

Hi @kennedyp - thanks for the Qs.
Below is the current criteria, which works for any new Contacts that raise a ticket, but not for existing contacts that have already raised a ticket.

I've been given 2 reasons for this not working.
1. Re-enrolements cannot have criteria that is 'X days/hours/weeks ago'

2. Re-enrolments cannot have criteria that states 'is equal to' with more than one option.

#2 you can see, isn't valid as I only have one pipeline in the 'is equal to' criteria.

But I'm not so much interested in what is wrong but what criteria others use. 
I would be amazed if other companies haven't set their Satisfaction surveys up to resurvey all contacts, regardless of whether they've already raised a ticket in the past, so I'm hoping someone can provide guidance on how they've set it up, rather than point out what is wrong with the existing logic.

[kennedyp]

Thanks for that additional context. I want to invite some subject matter experts to see if they have any suggestions.

Hey @danmoyle, @RSchweighart, @aviafriat26 can y'all suggest any alternative filter values to successfully re-survey all contacts? 🙂