We actively monitor our feedback surveys which are sent out at the end of a support ticket. Where we feel we can add more, have misunderstood a customer or can just generally do better we will re-engage the customer and look to improve the experience.
Most reviews and feedback sites will allow you to ask a customer to amend their original score after a positive experience but we cannot do that at the moment in HubSpot.
We build our NPS Score and also have KPIs on customer feedback. We're always going to work with unhappy customers regardless but having an option to get a fresh temperature check on their opinions would make it all the more valuable.
This feature is basic and should be implemented asap! Adding to say that Hubspot Support has this implemented, and it makes me wonder: are they using a different tool for their own support.....?
We implemented our CES review process and found that multiple customers replied to the Manager's follow-up email stating the selection was made in error and expressed interest in resubmitting the review, but your current feature doesn't allow it. This is a must-have feature
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