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I would love to see a feature where the customer can leave a very simple and low-threshold feedback in an email communication without clicking on an extra link. Preferably in the form of buttons (e.g. smileys), which are integrated directly in the mail in the binder. This way, the customer can leave the client an overall impression of whether he was satisfied with the customer service at that point in time - preferably with three or five levels or freely configurable.    The current solution that Hubspot offers (customer loyalty surveys), of course, absolutely has a "raison d'être", but is not optimal for this particular use case. It is not about a detailed evaluation of the overall process, but rather an evaluation of whether the customer was satisfied with the initial contact / dispatching. I believe that many customers would rather go this way than click on a link and fill out a survey in this stressful and fast-paced time. 🙂 ... Afficher plus

For the purpose of evaluating our customer service agents, I would like to be able to filter the satisfaction survey responses by agent directly from the Feedback tool. ... Afficher plus

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  ... Afficher plus

I would like to be able to filter out specific emails, or domains, or filter by properties to manage who CES surveys are sent to.    When there is internal collaboration on tickets (via email) internal contacts get added to a ticket. When that ticket is closed, the internal team member is getting a survey of the ticket that they helped solve.    i.e. when the CSR emails the product team with a technical question for a ticket resolution, the product rep gets added to a ticket and then is sent the CES survey when the ticket is closed.  ... Afficher plus

That would be super useful to prepopulate some values that we don't want the user to populate manually or to create associations (i.e. a ticket ID pass through a URL parameter) ... Afficher plus

Hi all,   currently it is not possible to insert one or more custom questions in the email body in the custom surveys tool (method email). The contact has to click a button ("Start survey") in the email in order to give feedback. This additional "click" might cause a lower response rate. Thus it would be good, if you would be able to add one or more questions directly in the email body.   See for example the standard NPS survey in HubSpot. Here, the NPS scale is in the email body and if you click a number a page opens where you can finish the survey (see screenshot). Similar behavior would be good for custom surveys.   Thanks & Best, Isabell ... Afficher plus

Hi all,   currently it is not possible to edit the NPS question in the standard NPS tool or the custom survey tool. I am aware that the NPS questions is an industry-standard question and is thus not editable. Nevertheless, especially for B2B companies, the wording "friend or colleague" is not fitting.    It would be useful if at least minor changes could be made to the question.   Currently we are re-buidling the NPS questions with the custom surveys tool as a workaround. The downside here is, that the NPS question can not be inserted in the email body, which causes a lower reply rate. So alternativley, it would be good, if you could insert a custom question in the email body in custom surveys (see also my other idea here: "Insert custom questions directly in the email body of custom surveys")   Thanks & Best, Isabell ... Afficher plus

This feature is for the company to survey customers based on a criteria of questions specific to their selection. Being able to use a similar 'progressive field' logic to the forms in a survey will allow for our customers to only answer questions relevent to their answers. For example, if there are 5 short questions in the survey, and the customers answer to question one is 'no', the customer will only be required to answer the 5th & final question as questions 2-4 are not applicable to them. i/e. 1 - Do you forsee travelling in the next year, yes/no. if no, proceed to q. 5, if yes, proceed to q.2 and so on. ... Afficher plus

The idea is to be able to personalize the survey to show the contact's email like it happens in Google Forms, if the client is already registered in the data base it will automatically appears who is answering the survey.    ... Afficher plus