How to display full text of feedback responses in dashboard?

[laurabren]

Hi all!

We have a lot of team members who need access to the narrative/long-form responses that our customers provide on our surveys (specifically, the "please tell us why you chose this score" follow-up question in an NPS survey).

We recently switched from another tool to take advantage of HubSpot's Feedback Surveys. The previous tool allowed us to send a daily summary email of all the responses from the previous day, broken out by promoters, passives, and detractors.

I have created a dashboard to mirror the layout and cadence of this email, but we've run into a few major issues -- namely that there is no way to display the full property value for single- or multiple-line text properties. When displaying these property types in either a pivot table or simple table report, the text of the full property is cut off. 

While you can hover your mouse over the response and it will show the full text, this isn't even great UX-wise because extra long responses won't fit in the dialog box. What's more, when you email a report or a dashboard that has these table-type reports, the text is cut off and you obviously cannot hover over the report in email because it's just an image.

Non-HubSpot users who receive the report email also cannot click through in the email to view the live report.

The "Responses" tab of the individual survey itself doesn't do any better and runs into the same problem.

Am I missing something? How are others sharing & distributing all of the narrative responses from your surveys? The only workaround I can think of is to allow export capability, but that is an all-or-nothing permission set and we'd rather limit exporting to admins, as it defeats the point of using HubSpot...

[Josh]

Hi @laurabren,

That makes this a bit tough. I don't know of a way to show the full response regardless of length. 

You may need to explore an integrated solution. Potentially sending the information to Google Sheets? 

[laurabren]

That's what I'm thinking, that an integrated tool might be necessary.

I've been testing Google Sheets since the integration is so simple, however I'm finding that when embedded into dashboards and emailed, they don't render in the email.

Feels like everything I try lands me at a dead end! I'll keep trying, but was hoping someone out there might have a creative solution they've successfully implemented 🙂

[Josh]

Hi @laurabren,

Use the custom report builder with Feedback Responses as the primary object. You will create a table report using Response as one of your values. You can choose whatever other properties you would like to include in the report. Instead of "Distinct Count", you will want to choose "None" as your aggregation for the Response property.

This report can be added to a dashboard and a team member can hover over the response field to see the full value.

Josh

[laurabren]

Hi @Josh,

Thanks for your response! I'm not sure if I called this out clearly, but the issue is that any single- or multiple-line text property only displays a short number of characters.

We've set our dashboard up exactly as you have described, but the cutting off is the challenge. #1 - it cuts off when the report or dashboard is emailed. For HubSpot users, this is fine as they can view the report in platform and hover. But this email also goes out to non-HubSpot users, who don't have the ability to click through to see the full property value.

#2 - Sometimes the responses are very long, and even the pop-up dialog box that appears when you hover won't display the entirety of the contents because it exceeds the screen height. It also makes it difficult to copy and paste in these scenarios.

As best as I can tell, there's not a great way to display the entirety of that property without exporting the content, but turning on export permissions is not an option for this group of users.

Wondering if I'm missing something, as we can't be the only ones struggling with this. 

Thanks!

[BérangèreL]

Hi @laurabren,

Thank you for reaching out to the Community and for the additional information!

@Josh thank you very much for your help!

I'd like to ask clarifying questions, just to make sure I understand:

- Which type of survey are you using? Custom survey? Customer Support (CES) Survey? Customer Satisfaction (CSAT) Survey? Customer loyalty (NPS) Survey?

- Is this behavior happening with native default HubSpot's feedback submission properties here or did you create custom properties for this? Which property object are they? Contact properties or feedback submission properties?

- Which type of report are you using for this? A custom report or a HubSpot pre-existed report? Or is the screenshot the view of the results on the survey page itself?

- This only happens with single-line and multi-line text property type where the text is not shown fully, is that right?

I found these articles that might be of interest to you:

- Analyze customer feedback
- Customer feedback | Frequently Asked Questions

I also wanted to invite a couple of subject matter experts to this conversation @Josh, @KTownsend and @johnelmer do you have any other suggestions or workaround to help @laurabren on this, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you and have a lovely day!

Best,
Bérangère

[laurabren]

Here's an example of where the dialog box gets cut off: