Great minds think alike

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]"

JSimmondSafpro · ‎Jan 5, 2023

If I set up a web survey and an email survey, it has to be set up as two seperate surveys which gives me two different sets of results. I would like the same NPS survey to be delivered via email and web, so all responses are considated together. This is currently an issue because we need one overall NPS score for the company instead of two seperate surveys and two sets of results.

PNavarrete · ‎Sep 23, 2022

With regular forms, customers have an option to set contacts filling out that form as marketing contacts . Survey forms, do not have such a setting and my customer got some contacts that were set as "marketing contacts" due to a feedback survey form submission, and there doesn't seem to be a setting similar to regular marketing forms to turn this off. The ask is to allow customers to configure the type of contact that will be created or updated by a survey submission (marketing or not marketing contact). It might also be a great idea to default contacts who are created by survey submissions as non-marketing contacts. This will give the customer's an option to use our existing workflows tool to mark them as marketing contacts if necessary. Its a frustrating experience for the customer, as their contacts who fill in feedback surveys are not necessarily people planned to receive marketing communications and this may result in double charging the customers.

antonia_kraft · ‎Jan 31, 2023

Hello, we would like to be able to edit the submit button text for custom surveys in HubSpot.

jweed5 · ‎Jan 30, 2023

The survey email template is really limited. It would be helpful to be able to build a custom email and then assign it to a survey.

isabellweiss · ‎Nov 29, 2021

Hi all, it would great if it was possible to customize the URL of (custom and normal) surveys and be for example able to choose the connected email web hosting domain or a subdomain as an URL. Currently the surveys (method email or shareable link) are hosted on https://survey.hsforms.com/... or on https://feedback.hubspotservicehub.com/... Sometimes it seems that for a split-second the connected email web hosting domain appears, which is then changed to one of the above URLs. Best, Isabell

CSawier · ‎Dec 1, 2022

Ok so the NPS survey is fairly limited. if sending by email you can only send 1 reminder and you can't pick the time of that reminder. Need to be able to send more than a reminder and maybe also merge surveys if you are end up having to send the survey again.

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.

NCarrier · ‎Oct 3, 2022

Add personalisation options to update the feedback survey and the email to make them sound like it’s only about the support experience with the agent who closed the ticket. For example: "Your opinion matters *customers first name* - how was your support experience with *agents first name*?"

IwanWillemsen · ‎Aug 9, 2021

It's great to see that since end of July, 2021 we can create multi CES surveys in different languages. See: HubSpot Community - Multi CES Survey - HubSpot Community And we found that we want to go one step further then the option that is now available to us. Idea/Wish What we want to do is send our CES from 1 pipeline (Support in this example) in the preferred language of the contact in the Support ticket. Case In our situations it is the case that we have 1 Customer Succes team/person handeling all Support Tickets from one pipeline. We have one box with Tasks and Tickets for the team. And what we want is: The Dutch (or other specific language) CES should be sent if the contact person has Dutch as their preferred language AND the Support request is set to Closed in the Support pipeline. The English (or other specific language) CES should be sent to all contacts who do not have Dutch as their preferred language AND the Support request is set to Closed in the Support pipeline. Fos us as a SaaS company with international and national customers it would really be appreciated if we can talk the same language for getting feedback on our services. We found by speaking the same language as out contacts, they are more willing to give feedback and also with comments. Why not muliple Support pipelines We aren't doing it now because of the human errors and risks of having multiple inboxes for the workload for 1,5 FTE. Eventually if the company grows, other languages will be added. And only if the workload is to much for one inbox. Then I think we are going to created multiple Support Pipelines depanding on the prefered language of the contact. Which also means a "grow-pain" of our organization to hire multiple Customer Success/Support people for specific regions/languages. The reason why we find the CES important CES is helping us to collect data on finding bottlenecks, improving our support/community services and also improving the UX/UI design of our SaaS tools. The user experience and oustanding support is helping us to maintain customers, which is good for onboarding new customers and a steady business. We can also easily identify the ambassadors for further marketing/community and sales purposes, find the critics and overall people with good ideas for improving our applications and services. These are helpfull resources for new business. And although we can filter out who asked us the most questions during a year, gave us the most usefull ideas. By combining it with CES we also can form a group of users who are willing to test our new appllications and can give structural feedback. And these developments give us an edge over our competitors. Difference for us between CES, CSAT and NPS With CES we can go more indepth with the right person about developing/improving our products and services. CSAT and NPS is helping us with improving and testing the branding and business development.

Great minds think alike

Add Ticket Tokens to Custom Surveys

NPS Survey, ability to consolidate both delivery methods (email & web) for one overall score

Allow to set non marketing contact status when filling a feedback survey

Make the "submit" button text editable

Custom emails for surveys

Custom domain for (custom and standard) surveys

Merge Email surveys

Allow the use of Contact Properties for Custom Surveys

Personalisation options to feedback survey

Send multiple CES survey from 1 pipeline depending of preferred language of contact

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