We are hopeful to collect feedback from our contacts that unsubscribe from our emails, asking them a quick couple of questions about why specifically they are unsubscribing. I can't seem to figure out how to do this... does HubSpot have this feature available? If not, it'd be great to have some sort of feature implemented that allows for us to collect feedback from our contacts that unsubscribe.
Good news, there is now a beta for this under Settings > Product updates > All > Unsubscribe Feedback Survey Available on Preference Pages:
Unsubscribe Feedback Survey Available on Preference Pages
What is it?
You can now trigger an unsubscribe survey on the preference page to collect feedback about why a contact is unsubscribing from all emails and view this feedback for more insights about your marketing email strategy. Turn every unsubscribe into a learning opportunity without adding friction to the unsubscribe process.
Why does it matter?
Automatically collect feedback when a contact unsubscribes from all email, giving Marketers actionable insights to reduce churn and improve content relevance.
How does it work?
Within the Subscriptions settings tab, Marketers can toggle on the unsubscribe survey.
Once this setting is toggled on, anytime a contact unsubscribes from all email communications, they will see a questionnaire on the confirmation page inquiring as to the reason for the unsubscribe. The survey includes 5 preset options:
I'm no longer interested in your company
I didn't sign up for your mailing list
I receive too many emails
Your emails are not relevant to me
Other (50-character count open text field)
How to Access Data
There will be several ways to view the unsubscribe survey results, including --
Contact Record Page (in the Activity Timeline)
Custom Report Builder (contacts > marketing email activities > gave reason for unsubscribe)
Note: This option will be available for Professional and Enterprise tier customers only.
Additionally, we're aiming to have unsubscribe survey results accessible in the email post-send performance page in the near future.
Callouts
Available across all Marketing Hub tiers (Free, Starter, Professional, Enterprise)
Feature is enabled by default for all Free/Starter MH customers and new MH customers (customers who created an account after launch date).
Feature is not enabled by default for legacy Pro/ Ent MH customers
Multi-language support. Page will be available in the language the user viewed their Manage Preference pages in.
The setting does not block or prohibit users from unsubscribing, it is optional and not required. Any responses received will be stored and made available to you.
Omissions
No API support
No customization of the survey questions
Who gets it?
All hubs and tiers, Marketing Starter, Marketing Pro, Marketing Enterprise, Marketing+ Pro, Marketing+ Enterprise
If you're not seeing this yet, you'll have to be a bit more patient or reach out to your HubSpot customer success manager.
Best regards!
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
Good news, there is now a beta for this under Settings > Product updates > All > Unsubscribe Feedback Survey Available on Preference Pages:
Unsubscribe Feedback Survey Available on Preference Pages
What is it?
You can now trigger an unsubscribe survey on the preference page to collect feedback about why a contact is unsubscribing from all emails and view this feedback for more insights about your marketing email strategy. Turn every unsubscribe into a learning opportunity without adding friction to the unsubscribe process.
Why does it matter?
Automatically collect feedback when a contact unsubscribes from all email, giving Marketers actionable insights to reduce churn and improve content relevance.
How does it work?
Within the Subscriptions settings tab, Marketers can toggle on the unsubscribe survey.
Once this setting is toggled on, anytime a contact unsubscribes from all email communications, they will see a questionnaire on the confirmation page inquiring as to the reason for the unsubscribe. The survey includes 5 preset options:
I'm no longer interested in your company
I didn't sign up for your mailing list
I receive too many emails
Your emails are not relevant to me
Other (50-character count open text field)
How to Access Data
There will be several ways to view the unsubscribe survey results, including --
Contact Record Page (in the Activity Timeline)
Custom Report Builder (contacts > marketing email activities > gave reason for unsubscribe)
Note: This option will be available for Professional and Enterprise tier customers only.
Additionally, we're aiming to have unsubscribe survey results accessible in the email post-send performance page in the near future.
Callouts
Available across all Marketing Hub tiers (Free, Starter, Professional, Enterprise)
Feature is enabled by default for all Free/Starter MH customers and new MH customers (customers who created an account after launch date).
Feature is not enabled by default for legacy Pro/ Ent MH customers
Multi-language support. Page will be available in the language the user viewed their Manage Preference pages in.
The setting does not block or prohibit users from unsubscribing, it is optional and not required. Any responses received will be stored and made available to you.
Omissions
No API support
No customization of the survey questions
Who gets it?
All hubs and tiers, Marketing Starter, Marketing Pro, Marketing Enterprise, Marketing+ Pro, Marketing+ Enterprise
If you're not seeing this yet, you'll have to be a bit more patient or reach out to your HubSpot customer success manager.
Best regards!
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
These requests submitted to the HubSpot Ideas section of the community are reviewed by the HubSpot product team, based on their popularity and the assumed demand. This one is already set to "In planning" by the product team but has sat there for a while so I'd recommend commenting and upvoting.
You can also help other HubSpot users find this request more easily (and drive traction) by accepting my reply as a solution. I'd appreciate it, too.
Have a great day!
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
These requests submitted to the HubSpot Ideas section of the community are reviewed by the HubSpot product team, based on their popularity and the assumed demand. This one is already set to "In planning" by the product team but has sat there for a while so I'd recommend commenting and upvoting.
You can also help other HubSpot users find this request more easily (and drive traction) by accepting my reply as a solution. I'd appreciate it, too.
Have a great day!
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
