Great minds think alike

For the customer service team, the only way to reply to a Customer Satisfaction Survey (CSAT) is through a connected inbox via conversations. Would like to respond via help desk to open tickets for less satisfied responses.  ...read more

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  ...read more

We would like a possibility to create a custom survey with having the first question (overall satisfaction) directly in the email. Similar to Amazon Feedback Emails, which contain a 5-star rating and then leading to a survey page. There are two reasons why we would like this: 1. This would give our customers the possibility to decide either to give us a very fast 1-click feedback, or to fill out our complete survey. We would expect a much higher response rate with that. 2. We think that clicking on a link in an email is seen more and more critical by our customers. Our response rates are going down and customers tell me that they have warning messages like "don´t click any links in emails" in their email-clients. When the link looks like a smiley or a star, this would possibly not scare off so much.   ...read more

Problem: Currently, when creating surveys in HubSpot, there are limitations that hinder our flexibility and reporting capabilities. One major issue is the inability to add more than one industry standard question to a survey. This restriction prevents us from customizing surveys to suit our specific feedback collection needs. I strongly believe that we should be able to include multiple industry-standard questions in our surveys.   Additionally, we face challenges in aggregating total NPS, CSAT, or CES scores across surveys. There's no way to access our company's total NPS score, even when attempting to create a separate report. This is because survey submissions are not treated as objects for reporting purposes, further complicating our ability to track and analyze overall customer satisfaction metrics efficiently.   Suggested Solution: I propose that HubSpot enhances its survey functionality by allowing users to freely add multiple industry-standard questions as needed. Moreover, implementing a feature to aggregate and display total NPS, CSAT, and CES scores across surveys directly within HubSpot would significantly streamline our reporting processes. This enhancement would empower us to better manage and analyze our feedback data, ultimately improving our ability to make informed decisions and drive customer-centric strategies. ...read more

We are facing decreasing response rates in our customer surveys and are suspecting spam filters. We think, that the sender-address of the email is relevant for this and therefore would like the email to be sent with the sender-address of one of our responsible sales persons. To be more precise, when configuring the Email for the survey, we would like to have personalization tokens in the field "sender address".   ...read more

We need to be able to set up a workflow on CSAT surveys that allows you to send a reminder email after X period of time (configurable by the hubspot user) or at the very least, be able to manually resend a survey link within the existing survey.   Since moving our projects from churn zero into Hubspot, our survey response rate has dropped off a cliff down to lack of reminders/inability to just resend a survey - creating a new survey to include the people you want to resurvey is far too manual and means you have data in multiple places rather than against one survey. ...read more

Hi there, when sending out a Feedback Survey mailing (via Service Hub feature) the subscription type "Customer Service Communication" is automatically assigned to the related Contacts. Unfortunately it is not possible to simply change the Subscription Type for such a survey mailing to any other Subscription Type (as it is possible for a Marketing email). Why just not simply add such a functionality to the Settings for a Feedback survey mailing as well - which would simplify related Contact's Subscription Management. (Also taking into account, that so far there is not any "Feedback Survey module" for Marketing Emails)    This request would also fit to these Community ideas: https://community.hubspot.com/t5/HubSpot-Ideas/In-the-Survey-Email-editor-please-allow-ability-to-swap/idi-p/455015 https://community.hubspot.com/t5/HubSpot-Ideas/Feedback-Surveys-should-be-Transactional-Emails/idi-p/923540   Thank you & best regards, Constantin ...read more

Present visitors who mark a Knowledge Base article as unhelpful with a form to submit specific feedback as to why the article was not helpful. This would allow us to actually address the issues that visitors are experiencing.   Idealy with the feedback form would allow for the option for both multiselect choices of common issues and open text fields for more specific feedback.   Would be great to be able to see this feedback data from the Knowledge Base Insights dashboard. ...read more

Currently when people are building a survey and they don't have access to (create) properties they can't save a survey.  This is quite a annoying.   It would be great if my collegues could built their surveys and somebody else could create the properties.  Even better though would be if you could also create surveys without the need for properties. Not everything is always contact-based perse.  ...read more