Current Hubspot scoring is severally lacking compared to its competitors. Hubspots scoring issues are so large that I would strongly warn anyone from choosing Hubspot until they fixed how they score Contacts.
1.) Allow the Hubspot Score to be completely be reset. Right now you can only give negative criteria which causes a bunch of different issues.
2.) Make it possible for new scoring rules, or changes to existing scoring rules, only effect Contacts going forward. If you change a lead scoring criteria, it will retroactively update all your records. If you have any sort of automation associated with the Lead Scoring, such as a head off process from Marketing to Sales, this causes a huge nightmare. Scoring changes should occur FREQUENTLY based on feedback from Sales or conversion analytics. Right now its very difficult to make any changes to scoring because of this limitation.
3.) Show scoring for individual line items within the Contact's Detail Screen and within the Hubspot / Salesforce Visualforce component. Having to "Test" a Contact against your scoring rules is time consuming and inefficient. No one wants to scroll through a giant list of criteria to see if a specific Contact meets a criteria.
4.) Change the way scoring occurs so more generic rules can be set. If you have a new Webinar, whitepaper, etc you're basically forced to create an entire new scoring rule for that specific campaign. You could do it based on a "Type" of campaign or some other Salesforce field, but then you face the issue of creating separate rules for every time the Contact meets the criteria. For example say you have a rule that says if Type = Webinar, give the Contact 10 points... well that works for the first time they meet the criteria. If you want them to be scored for each time they watch a new webinar based on a type field, you're forced to duplicate the scoring rule and specify that they've watched a webinar 2 or more times. The same goes for email clicks. If you want a Contact to be scored for every email click, and not just the first time they meet the criteria, you will have to duplicate the rule out several times and specify within the rule that they've clicked a link at least 2+ times.
These are just a few of the major issues I've faced when creating a scoring process within Hubspot. It needs a lot of work.
Hopefully, by now, you've seen a demo or video (likethis), or the Inbound announcement of our new Lead Scoring tool. Lots of what's mentioned above has now been enabled.
For example, with the new tool you get access to:
Fit Scoring
Engagement Scoring
Ability to say 'any email click +1' (or other marketing asset)
Ability to specify which specific email (or other marketing asset)
Ability to set up thresholds based on the score (if 0-25 = low if 25-100 = hot)
Ability to set up a record card to see historically why a contact has their score
Ability to reset the score via worklfows
The 100 filter limit is also not applied in the new tool nor should you actually need to use that many filters with these new capabilities. We hope you like it
I'm Dom, a Product Manager at HubSpot. First of all, I want to acknowlege the frustration that the current solution is causing and the feeling that HubSpot is not investing enough reseources into fixing the current solution. My team and I are currently delving into Lead Scoring for Marketers at the moment and we’d be really interested in learning more about your use cases. We’d like to find out how you are currently scoring your leads, what’s working for you and what’s not working at the moment and what features you would like to see incorporated into HubSpot in the future.
If you’re a marketer interested in lead scoring and open to a brief 30-minute call with me and my team, please feel free to reach out to me via a direct message.
Hi HubSpot Community - thank you all for providing your feedback on this issue. I'm a member of our Product team and I wanted to let you all know that we hope to make significant improvements to scoring in the coming months! Please continue to provide examples and use-cases on this issue, I will provide an update once additional functionality is closer to beta.
For a company the size and scope of Hubspot I find it sad that customers have to recommend features that already are well established in competitor products.
There should be individuals (team) dedicated to product comparison and feature creation at Hubspot to ensure that they keep up with and ahead of competitors. Frustrating.
This is the second position I've had where this function is needed. Please take a look at this guys, it's clearly essential for many of your customers. Thanks.
I'd like to echo others in this thread. It is essential that we are able to reset the score for a Contact without the need for negative scoring. Eloqua and Pardot offer this feature.
+1. We are currently struggling to reset all our Hubspot scores back to zero via negative attributes and it is so much pain. With Pardot it was so easy.
The specific use case is that we use Hubspot blog, landing pages, website, email etc to engage and covert leads. This is how the build op the Hubspot score. In our case, MQL is above 10 and SQL is above 20 points. A lead goes to sales and a deal is made. Sometimes organisations have no budget, choose another competitor or other reasons why this deal isn't closed. The deal is moved to lost or inactive. The contacts with this deal will also no longer be active in the funnel, so therefor you want to clear the Hubspot score. There are certainly not SQL anymore, so that i can change to Lead. Would be very weird to have a Lead with a HS score of 30 points for example. Reporting is also scewed.
Also (and this is te most important part) you want to know when a lead becomes active again. Say this leads starts to download content again or visits the site more often, he or she becomes MQL again. Might be because now there is a sense of urgency or budget or they are not that happy with their current solution... When you don't clear the Hubspot score, there is no easy automated way to see how interested the lead is in ZIVVER. The best part of the Hubspot score is that you can automate tasks, workflows and properties with this. Which you can no longer use because the score is out of proportion.
Agree with all the previous comments in terms of needing a way to do this. If not in the lead score function then at least through a workflow or even through the API.
The only resolution for this right now seems to be to create a custom property and use that as the main lead score. Which kind of is like paying for nothing when it comes to HubSpot's own lead score mechanism.
One nice feature would also to be able to create a list of prospects whose score has increased the most over a period of time. This allows you to identify the most active prospects.
We would just need to have a filter on "lead scoring" for "increase in score"
Agreed. We need the ability to age the Hubspot score. If the lead did not engage for x time, subtract points. Right now the only way to add negative points to the scoring is if user visits certain pages. When setting up workflows, Hiubspot score is not available to increment or not...
Why should be forced to implament a paralel scoring system with a new custom score field? Doesn't really make sense.
Yes! This would be extremely helpful rather than dealing with negative scoring. Resetting the score would allow for more accuracy. Make this happen, please.
Hubspot's lead scoring is basically garbage without being able to reset scores. I've used a lot of marketing automation tools, like Pardot and Act-On, and all of them have this capability.
One idea is to create custom properties for a Score YYYY. You end up with a growing list of annual buckets of scoring:
Score 2020
Score 2019
Score 2018
This is a way of "resetting" to zero periodically as well as maintaining annual score history. Requires workflows to be updated once a year. (You could also consider quarterly: Score 2020-Q1.)
Lead scoring should be able to work off of calculations.
Taking an example, I should be able to say "For each email open 2 points" rather than having to hardcode "email opens = 1, then 2 points... email opens = 2 then 4 points.... etc)
When we engaged with our Hubspot CSM about a year ago, she mentioned that they intended the Hubspot scoring model to be a relative scoring model that is always out of 100 points, and to have specific actions that would qualify a lead... rather than using the Hubspot score itself to qualify.
As an example you can set ranges where 1-3 email clicks = 5 points, 3-6 email clicks = 10 points, etc. You can also set time decay logic to your scoring rules where the score decreases the longer they don't interact with Marketing material.
The score under this model would basically just be a data point for your Sales team, rather than something you could use to qualify leads. Instead you would have to have specific call-to-actions that qualify Leads regardless of their score, I.E. when they fill out a form.
It's personally not how I would envision a scoring model, especially after using other marketing automation systems such as Pardot or Marketo, but this might be helpful for folks trying to work with Hubspot. This also doesn't help with other obvious painpoints, such as creating duplicate scoring rules for multiple email clicks.
I really hope Hubspot is still reconsidering their approach to scoring, but hopefully this information might help you all out in the meantime.
Developers please, this is a major PITA when trying to actually get an idea of what your prospects are doing. Please include a way to reset scores to 0!!!!!!