Great minds think alike

SabrinaM8

We have created a customisable survey with your service feature. The survey is an extended version of the NPS, where we ask the standard NPS question (with a slight change in the end) + 5 more questions. It was disappointing to know that I cannot show the survey property (survey responses) under the right contact in Hubspot. I learned that responses from a customisable survey are only shown in the survey section. It would be great to have the liberty to show survey properties under the right contact.

JC416

It would be nice to have the ability to combine the CSAT and CES surveys into 1 so we can gather data on the interaction, as well as the ease of use, without having to send multiple surveys. Sending multiple surveys lowers the chance of receiving a response, and elevates the chance of an unsubscribe, which isn't ideal.

Sigvart

With GDPR and other compliance regulations becoming increasingly important, it’s essential to have better control over how long customer data is stored. Currently, HubSpot only allows manual deletion of survey responses, which makes compliance management time-consuming and prone to error. There is a strong need for a way to automate the deletion of survey responses — whether through: Workflows (e.g., automatically delete responses after a set number of days or anonymize responses by removing contact/company connection) API Global or policy-based settings (to define automatic data retention rules across surveys) Implementing this functionality would help organizations stay compliant, reduce manual effort, and ensure data privacy best practices are consistently followed.

IRKiroku

It would be great to be able to save a survey that you've started working on e.g. building all the questions and answers (which is an absolute pain to do) as a draft or something, even when you don't have all of the details. It seems a bit strange that you can only build, review and publish a survey immediately, and not be able to build it in stages.

AgathaSchuerch

We regularly send mailings to our customers containing surveys, registration forms, etc. Even though we clearly mention in the email that the link should not be shared, customers still forward it internally. As a result, we sometimes receive responses from a different person (e.g. Saskia) under the contact of the original recipient (e.g. Tom). This causes confusion. Questions: Can links be configured to be personalized (yes/no option)? Is it possible to reassign survey or form responses to a different user/contact? Thanks!

RUSH_WP · ‎Sep 29, 2025

CSAT is great, for immediate customer / member support. However it's only via email, and only triggers from the three smiley faces. We need more granular feedback from 0 – 10 (usual NPS score) and we also want to be able to send out CSAT's via associated mobile number as an SMS workflow. The only work around is an extremely complex workflow (or taking it external to separate automations flows / integrations). Hubspot should offer SMS CSATs with 0-10 ratings as part of the enterprise service packages at least.

FHurman · ‎Sep 25, 2025

Add the ability to redirect after the customer has pressed submit on the survey. This can be done on a hubspot form but not a survey.

MPaul3 · ‎Sep 9, 2025

Hi, We’re in the process of implementing CES surveys in HubSpot, but we’ve come across a major limitation: there’s currently no way to prevent the same recipient from receiving multiple surveys in a short period of time. Ideally, we’d like to have a conditional property such as “Last CES response/score.” For example: If the last response is more than 30 days old → allow a new survey to be sent. If the contact has already responded within the last 30 days → suppress additional surveys, even if they submit multiple tickets in that timeframe. This would help avoid spamming active customers while still ensuring we collect meaningful feedback. Is this functionality planned, and if so, can it be prioritized? BR, Mattias Paul

samaramoliveira · ‎Aug 29, 2025

I’d love to be able to filter which tickets should receive the CES survey based on other HubSpot properties, rather than only ticket status. For example: I have a customer using multiple brands within HubSpot. They need the survey to be sent with the brand associated to the ticket. Since they’re using the same pipeline for multiple brands, creating one pipeline per brand just for reporting would be unmanageable. Another client would like the survey to be sent based on the Request Type. If the ticket has a specific request type, the survey should be sent. If the request type is different, then it should not. Extra request: I had to create a custom survey for a client because they didn’t want to use number scores. They wanted either to adjust how many numbers were available or to use faces to categorize satisfaction. Because I had to use a custom survey, I needed to build workflows to associate responses with tickets and create multiple reports to share the data. It would be perfect if we could use the native CES survey with these kinds of customizations.

GZogg · ‎Aug 28, 2025

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.

Help Shape the 2026 HubSpot Developer Roadmap

Great minds think alike

Allow survey properties from customisable survey to be shown under contact

Combined CSAT and CES survey

Auto-delete survey responses via workflow, API or policy setting

Allow saving draft surveys

Personalized links in emails (toggle on/off)

Allow CSAT scores from 0 – 10 and for them to be sent VIA SMS

Survey Redirect

Limiting Frequency of CES Surveys in HubSpot

More flexibility for CES survey conditions and customization

Embedded Survey Emails

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