Great minds think alike

Customer Support Survey Today: 1 survey No control over content of survey (type, wording, measurement, etc...) Recipients based on pipeline(s) Event driven based on status change from  an open status to any closed status No option to suppress Future wishlist: More criteria to define when to send or not send the survey existing or customer property value specific closed status i.e. Closed = send survey, Closed No Survey = don't send survey multiple people open up a ticket for the same reason and we decide to close 5 tickets and merge them all into one, we need an option to send out 1 survey, not 5. Options to change the type of question asked in the support survey from 😞 😐 🙂 to whatever we would like.  Providing an industry standard option for CES survey is great.  Forcing everyone to only use 1 survey is not great Allow more than one CES survey.  Not all departments, pipelines, and tickets are the same.  A technical support bug ticket and a customer service billing issue ticket are not the same thing.  An internally generated ticket that is requires an outbound contact to the customer vs. a customer intiated inbound ticket to the same group are not the same things.    UPDATE: See update for possible workaround of some of these concerns that I posed on April 24, 2023 in the replies below.   ...read more

We want to utilize the new Service Hub Customer Surveys to send out to our past travelers. Currently, we are using Formstack for our surveys.    One of the things we ask our clients to do is upload photos from their trip with us. This is not an option with the HubSpot surveys. Hopefully, this would be a relatively easy addition considering such modules exist for HubSpot forms.   I've thought about using a HubSpot form as a survey instead, but then of course we don't have the option to use the NPS feature, so it's also not ideal.  ...read more

Hi, for feedback surveys to resolved tickets we do have the option to set creteria whom the survey should be sent (e.g. we exclude all tickets which "support context" includes "Auto Reply" a.o.). Unfortunately we do not have that option for surveys triggered by chats. For example we would like to trigger the survey for chat bots only in case the chat was handed over to a human user at any point but not for those which are executed 100% by the bot. Might it be possible integrating a Recepients/Creteria section for chat surveys as well? ...read more

Hi,   I would like to be able to associate the survey and feedback submissions to a deal.   We are sending out deal-based surveys, and right now there is no way to find the feedback submission based on that deal. This would be beneficial for us to see how we did on that project.    Thank you Tessa ...read more

Who is the feature for? Service hub users. What is their goal? To track the indivdiual performance of service team users, sortable by team, or individual team performance. What value will this add? We have different service offereing, some at lower price points and that are through third parties which naturally have lower CES, so the bench mark is different. Also with out porting this information into a BI platform we'd have to export these reports and run analaytics on them, which is hard to constantly update for live metrics boards. This give visibility into what team members are struggling to support customers or provide quick and thoughtful solution. Are there examples of other places or products who have this feature? Nice reply, intercom, Delighted, simplestat, asknicely , Every single CES, or CSAT provider. This data is allvailble in platform there is not a simple reporting tool to agregate the data, and display it in platform.     However on the display data:     Also this information is not available in any reporting at the moment.     ...read more

Currently there's no way of limiting how many CES surveys a contact receives. It's automatically triggered EVERY time a ticket is closed.   It would be great to limit how often a CES is sent to the same contact, so they only receive a maximum of one per month or even per week. Currently if a contact submits a new ticket each day (or more often) they'll receive a survey every day...which will get annoying for them an impact survey completion rates.   Ideally we'd be able to specify what the exclusion period is...but even a global setting would be better than the current setup. ...read more

Having personalization tokens within surveys would be a fantastic way to ask clients to rate their experience with their specific sales rep, or on the product/service they've received.  ...read more

At the moment you can't add an 'other' option to any part of the survey questions for then someone to type underneath their answer if none of the above answers matched. I think this is a huge disadvantage of the current custom survey function as we are unable to use this without that field. ...read more

We would like to collect NPS feedback directly in our Android App. For that we would need a way via API to push the collected feedbacks into the Hubspot feedback list. ...read more