The current NPS survey functionality, which redirects customers from an email to a separate browser page to complete the survey, is causing a significant and negative impact on our response rates. Embedding the survey directly within the email would solve this problem and improve the customer experience, leading to more valuable feedback. Currently, we are experiencing an astonishing decrease in our NPS survey response rate. After two months of using HubSpot's surveys, our response rate has plummeted to 5.1% from our previous average of 10.3%. We haven't made any other material changes on our end, so we believe this decrease is a direct result of the redirect. (To clarify, our previous vendor we had an expiration of 30 days for the customer to respond and on HS we have no expiration so it's not due to people still having a chance to respond) As a user myself, I know that when I'm redirected from an email, I rarely take the time to fill out the survey. This extra step creates unnecessary friction and seems to be deterring our customers from completing the feedback loop. This seems like a quick-win implementation rather than a fully-featured product. The lack of in-email embedment has a real and detrimental impact on our ability to collect meaningful customer feedback. Furthermore, the customization options for these surveys are extremely limited. We are unable to make even basic stylistic changes, such as centering the rating scale. This makes it difficult to align the survey with our brand's visual identity and further diminishes the perceived value of the product. We've found the current implementation to be a significant step backward from our previous solution, and the low response rate makes the feature nearly unusable for us. If this issue isn't addressed, we will need to reconsider our current HubSpot subscription level. We urge you to prioritize adding the ability to embed NPS surveys directly in emails and to expand the customization options.
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