Feedback surveys, especially post-service-ticket CES or CSAT surveys, should all be considered transactional emails (ie not be subject to unsubscription requirements) since they are directly in response to a customer's action.
If you choose not to make that default, then those of us who have purchased the transaction email add-on should have a way to set the emails as transactional ourselves. Currently the "create survey" builder in the service hub does not offer access to settings or subscription type. Also, it is not currently possible to create an email from the marketing email builder (where we could set the email as transactional) and then include the survey as a module or embed.
+1 more flexibility around feedback surveys and the option to incorporate in marketing emails instead of solely via the survey feedback tool would be helpful
Hello @Jnix284 I'd like to hear the marketing use cases for feedback surveys. @JKenler and @Jnix284 I'd love to set up some time to better understand how you are utilizing feedback surveys today. Feel free to setup some time to participate in our research. Schedule a meeting with me here.
Yes - I agree that specifically, an email survey should be transactional. I can understand why customer surveys aren't. Our use case is that we have a portal with several brands using it, and often a customer of one brand hits "unsubscribe from all" (because we don't/can't use individual brand unsub pages) - and they are therefore unsubscribed from their post-trip survey and the workflow can't re-add them. We're B2C.
Oh no. I came here from a google search and it turns out others are having the same issue. We are paying for the transactional emails add-on and bc the instances to use transactional emails are pretty rare, it's pretty disappointing to find out we can't use it for feedback surveys for our customers.
CAN-SPAM’s legal definition of Transactional messages:
(17) Transactional or relationship message- (A) IN GENERAL- The term 'transactional or relationship message' means an electronic mail message the primary purpose of which is--
(i) to facilitate, complete, or confirm a commercial transaction that the recipient has previously agreed to enter into with the sender; (ii) to provide warranty information, product recall information, or safety or security information with respect to a commercial product or service used or purchased by the recipient; (iii) to provide--
(I) notification concerning a change in the terms or features of; (II) notification of a change in the recipient's standing or status with respect to; or (III) at regular periodic intervals, account balance information or other type of account statement with respect to, a subscription, membership, account, loan, or comparable ongoing commercial relationship involving the ongoing purchase or use by the recipient of products or services offered by the sender;
(iv) to provide information directly related to an employment relationship or related benefit plan in which the recipient is currently involved, participating, or enrolled; or (v) to deliver goods or services, including product updates or upgrades, that the recipient is entitled to receive under the terms of a transaction that the recipient has previously agreed to enter into with the sender.
We are a B2B SaaS company. I believe a Customer Satisfaction survey about the subscription service as a whole and specific features of the software would fall under a combinationa of (I) (III) and (V). As well as surveys requisting feedback on potential feature developments - as this would affect the future functionalities (features) that would become part of their subscription. I believe this should fall under transactional emails and should not require a marketing status in Hubspot for these contacts.
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