Feedback Survey with 0% of reply rate on email performance
SOLVEHello guys!
I have a situation here. I've created a CSAT form and it's working fine. The problem is that I can see the performance only when I click on Analyze tab (as image attached). If I click on View email performance or any other report related to CSAT my reply rate appear as zero (also attached). Is there anything I need to fix on the configurations?
1 Accepted solution
Feedback Survey with 0% of reply rate on email performance
SOLVEHi @NataliaB,
This is correct and expected behavior. The reply rate has a very narrow definition in HubSpot, it's the amount of people who hit reply when they receive your email, type a message and set it back to you.
I assume you're expecting that HubSpot also considers a CSAT submission a reply but that's not the case. See also here: https://knowledge.hubspot.com/email/track-replies-to-marketing-emails-sent-from-your-connected-inbox
This behavior cannot be changed and there aren't any workarounds to make the reply rate update based on CSAT submissions, unfortunately.
Best regards!
| Karsten Köhler |
 | Did my post help answer your query? Help the community by marking it as a solution. |
Feedback Survey with 0% of reply rate on email performance
SOLVEHi @NataliaB,
This is correct and expected behavior. The reply rate has a very narrow definition in HubSpot, it's the amount of people who hit reply when they receive your email, type a message and set it back to you.
I assume you're expecting that HubSpot also considers a CSAT submission a reply but that's not the case. See also here: https://knowledge.hubspot.com/email/track-replies-to-marketing-emails-sent-from-your-connected-inbox
This behavior cannot be changed and there aren't any workarounds to make the reply rate update based on CSAT submissions, unfortunately.
Best regards!
| Karsten Köhler |
| Did my post help answer your query? Help the community by marking it as a solution. |
