Hubspot NPS and CSAT surveys are occassionally returning incorrect responses

SOLVE
MJarvis
Participant

This is a strange issue. We've had half a dozen customers submit a negative score (detractor) in response to our NPS survey, as well as 'Unhappy' faces for our CSAT survey. However, these are not the responses the customers themselves submitted. We have a workflow set up that creates a task for our customer service team to follow up detractors and unhappy ratings.

However, when our customer service team phone the customer to ask them what their reason is for scoring us negatively, almost every customer says that they didn't give us a low NPS or an unhappy face. In fact, they feel the opposite and say they gave us a 10 rating for NPS and a happy face for CSAT. Has anyone else encountered this? With the customer's permission, we've deleted these false survey submissions since they are skewing our metrics.

What could be causing the incorrect submissions?

1 Accepted solution

Accepted Solutions
MJarvis
Solution
Participant

This is an update to my post. I've received a response from Hubspot support and they have come across this issue with other customers. This was Hubspot's response:

 

"We have seen some instances where customers have had these false detractor responses as well. Most of the time, this has something to do with the client's email security settings. The way that some of the email clients work, is the software automatically clicks on every link in the email to check for malicious content. Since the 0 Score is the first link that shows up in the email under the scoring section, HubSpot might be mistakenly recording that as their "response" as that."

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5 Replies 5
karstenkoehler
Most Valuable Member

Hi @MJarvis,

 

This sounds like a bug – I would take this up with HubSpot technical support to investigate. Until this is resolved, I'd also recommend not to delete any submissions – otherwise it's going to be harder for support to dig into this and find out what's really happening.

 

Best regards!

Karsten Köhler
Freelance Digital Marketing Advisor

Beratungstermin mit Karsten vereinbaren


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MJarvis
Participant

Thanks @karstenkoehler! I've contacted Hubspot support and awaiting a response. Thanks for the advice, we'll refrain from deleting further false responses to enable them to investigate further.

Cheers,
Marc

MJarvis
Solution
Participant

This is an update to my post. I've received a response from Hubspot support and they have come across this issue with other customers. This was Hubspot's response:

 

"We have seen some instances where customers have had these false detractor responses as well. Most of the time, this has something to do with the client's email security settings. The way that some of the email clients work, is the software automatically clicks on every link in the email to check for malicious content. Since the 0 Score is the first link that shows up in the email under the scoring section, HubSpot might be mistakenly recording that as their "response" as that."

View solution in original post

amandaulm
Contributor

I very much appreciate this post, and the update/answer. I believe this is happening to my company as well, and it at least explains why it's happening.

 

My problem and question to HubSpot is - what are we meant to do about it? I don't see a way to re-order the faces in the CSAT survey so an auto-click would be happy or neutral instead of the sad face, even. It definitely doesn't make sense as an organization to just ignore or delete every negative feedback without an accompanying comment, or to just accept that we'll have a baseline amount of false negatives.

 

If this can't be resolved within HubSpot, I'm going to have to build a separate feedback solution outside of HubSpot, which is hugely inefficient and a significant waste of resources.

 

A standard practice in online forms is to include a "honeypot" type of hidden checkbox that would only ever be clicked by a spambot, and humans never see it. This set of feedback responses needs a similar mechanism that can identify and filter out auto-clicker email client responses automatically.

sharonlicari
Community Manager

Thank you for sharing @MJarvis 


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