Great minds think alike

WWT-Elisa

This feature is for the company to survey customers based on a criteria of questions specific to their selection. Being able to use a similar 'progressive field' logic to the forms in a survey will allow for our customers to only answer questions relevent to their answers. For example, if there are 5 short questions in the survey, and the customers answer to question one is 'no', the customer will only be required to answer the 5th & final question as questions 2-4 are not applicable to them. i/e. 1 - Do you forsee travelling in the next year, yes/no. if no, proceed to q. 5, if yes, proceed to q.2 and so on.

oAdeyinka

It would be great to have a survey template that is color-coded as shown below, to provide some visual captivation on the ratings and also to reduce rating errors. CES/NPS SURVEY TEMPLATE OPTION

Phil_Vallender · ‎Mar 30, 2022

For lots of businesses, especially professional services companies, the need to collect feedback from customers isn't always driven by specific, one-off events such as becoming a customer or resolving a ticket. For these businesses, the ability to easily automate the periodic re-sending of a feedback survey to a list of contacts would be a massive win. While there are, almost certainly, workarounds that can achieve this, having the ability to select, for example, monthly or quarterly sending within the survey settings would make the user experience delightfully simple.

NZawadzki · ‎Jan 26, 2022

Hello, the custom feedback surveys and custom reporting do not have averaging analytics. To interpret results, we must create a custom report, export the datasheet and add averages manually on excel. To increase efficiency, it would be fantastic if the Service Hub could follow a process similar to Google Forms. Each question is analyzed, presented in charts and the data is also automatically uploaded to a CSV or XLS file. Thank you!

NatHiggins · ‎Mar 28, 2022

Right now, in the new Custom Surveys, you can add the reports in the Analyse tabs to a Dashboard if it is a Custom Question but you can't for NPS scores. This feels like a major oversight to me because including NPS in a Dashboard, that can then be sent to Company Leaders or seen next to other relevant stats, seems like it should be basic included functionality. Simply allowing for the pre-built NPS reports that already exist in the Analyse tab of the Survey to be added to a Dashboard would be a massive win. Also, I think the same is true for CSAT & CE scores, so if that's the case those should also be able to be added to Dashboards.

MarianaG · ‎Sep 9, 2021

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

KKourafas

With such a great feature available in most services offered by HubSpot, it's curious that we're unable to test out which subject line will be most successful while sending our Net Promoter Score survey. The more research that's done, the more I've noticed adding the "first name" personalization token in a subject line is likely to decrease read rates. If possible, I'd test this theory by using 2 different subject lines when sending out the survey. Please add this feature!

inigolekunberri · ‎Jan 4, 2022

It's essential to add Ticket Tokens in Custom Surveys emails (subject and body) in order to, for example, send the Ticket ID to the customer, once a ticket has been closed and before completing the survey: - Subject: Ticket #{{Ticket ID}} Closed - Body: "Hi {{Contact Name}}, Your ticket #{{Ticket ID}} has been closed. We'd love to know what you thought [Start Survey]"

NatHiggins · ‎Mar 7, 2022

Right now, the only Contact Property that you can use in a Custom Survey is Email Address, but we want to capture/re-confirm other data, like First & Last Name, Company, etc. To do this, we have to create separate Feedback Properties, which feels sort of redundant.

AFee · ‎Mar 30, 2022

It was confirmed to me that, the Customer Satisfaction Survey following each chat at the moment can not be tied to a chatbot chatflow branch action or limited to interactions made within it. The feature is currently designed to only trigger any time the chat comes to a end no matter the ending. Our chatflow creates a ticket when no agent is avalible. We don't then want the unanswered customer to be ask "how satifised they feel". Presently we will have to turn the survey on and off according to whether we are available which can vary throughtour the day. Outside office hours we may forget to unpublish the survery. Not a practical soultion to using this great tool.

Great minds think alike

Allow Progressive Fields in Feedback Survey

COLOR CODED OPTION FOR FEEDBACK SURVEYS

Feedback survey sending frequency

Allowing averages for the Custom Feedback Surveys

Add NPS Scores to Dashboards

add dependent fields to survey questions

Allow for A/B testing NPS subject lines

Add Ticket Tokens to Custom Surveys

Allow the use of Contact Properties for Custom Surveys

Turning of the CSAT on chat when no agent response

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