Great minds think alike

Allow CSAT surveys to be reported in line with the tickets they were sent following.  We have the ability to connect CSAT survey to a closed ticket, but the survey report cannot show any ticket data as it doesn't have association with ticket properties.  It means you're enforcing everyone to use CES for better data management of this - if that's the case, why have CSAT? ...read more

Instead of waiting on an email that links you to the feedback form it would be great if the form popped up immediately after closing a chat session.  One of the reasons is to provide feedback while it is fresh in your mind and second, the email links for feedback require you to login to continue which is a pain on a cell phone! ...read more

it would be great to be able to add logic to survey questions in Hubspot.   Creating a custom survey is great but we should be able to include conditional fields  ...read more

I would love to see a feature where the customer can leave a very simple and low-threshold feedback in an email communication without clicking on an extra link. Preferably in the form of buttons (e.g. smileys), which are integrated directly in the mail in the binder. This way, the customer can leave the client an overall impression of whether he was satisfied with the customer service at that point in time - preferably with three or five levels or freely configurable.    The current solution that Hubspot offers (customer loyalty surveys), of course, absolutely has a "raison d'être", but is not optimal for this particular use case. It is not about a detailed evaluation of the overall process, but rather an evaluation of whether the customer was satisfied with the initial contact / dispatching. I believe that many customers would rather go this way than click on a link and fill out a survey in this stressful and fast-paced time. 🙂 ...read more

It would be highly beneficial to have the capability of configuring the duration for which a feedback survey is resent subsequent to its closure by a customer without a response. Presently, the duration is rigidly set at 14 days. ...read more

Custom surveys should have th ability to display different questions based on the customer's responses.   Ex. "Did you use the bonus feature we included in the product?   if yes> give us yout thoughts on how it worked if no> tell us what other features would be beneficial to your experience   The current workaround is to use the Forms module, but that is time-consuming and more complicated that it could be if it was just a feature in the forms module. Plus, within forms I would have to create a bunch of new properties to record responses in.  ...read more

Currently, we can create custom surveys and share them only via emails or by sending links. It will be great if there's an opportunity to embed custom surveys on website pages as we can do for surveys like NPS, CSAT, CES.   Thank you! ...read more

That would be super useful to prepopulate some values that we don't want the user to populate manually or to create associations (i.e. a ticket ID pass through a URL parameter) ...read more

Please create the ability in the Chat tool to add a post-chat survey where I can configure the questions. There should be a mix of options for the question field type to set up the survey i.e. Dropdown, Stars, text box, etc.    Something like this (very basic example).   This is much more powerful and will have significantly higher response rates than getting feedback after the ticket is closed by sending the survey via email. Also included in this feature should be that if there was a contact associated with the chat, the survey results should be saved in their account, and in the reporting area of hubspot, I should be able to get reports based on these survey results.  ...read more