Hubspot NPS and CSAT surveys are occassionally returning incorrect responsesSOLVE
2 weeks ago
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?
Solved! Go to Solution.
2 weeks ago
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."