Great minds think alike

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 ...read more

Hi all,   it would great if it was possible to customize the URL of (custom and normal) surveys and be for example able to choose the connected email web hosting domain or a subdomain as an URL.   Currently the surveys (method email or shareable link) are hosted on https://survey.hsforms.com/... or on https://feedback.hubspotservicehub.com/...   Sometimes it seems that for a split-second the connected email web hosting domain appears, which is then changed to one of the above URLs.    Best, Isabell ...read more

We would like to have more insight into whether customers with a question about our product are able to receive enough information from our Knowledge Base that they do not need to submit a ticket to our support desk.  We would like to be able to automatically send a feedback survey to customers who, for example, have spent several minutes reading an article, or have viewed a certain number of articles within a specific time frame, to ask them if they were able to solve their problem simply by using the Knowledge Base. (In other words, "Did the Knowledge Base actually help you?") Since Hubspot does not currently provide such a function, we would like Hubspot to add the ability to send a feedback survey to a customer based on their viewing of a knowledge base article. ...read more

Feedback surveys, especially post-service-ticket CES or CSAT surveys, should all be considered transactional emails (ie not be subject to unsubscription requirements) since they are directly in response to a customer's action.   If you choose not to make that default, then those of us who have purchased the transaction email add-on should have a way to set the emails as transactional ourselves. Currently the "create survey" builder in the service hub does not offer access to settings or subscription type. Also, it is not currently possible to create an email from the marketing email builder (where we could set the email as transactional) and then include the survey as a module or embed. ...read more

Feedback surveys only allow two ways to customize the design in the Theme section: Replace featured image (no resizing possible) Change color of header bar Result is Feedback Surveys do not align with brand standards and do not send an obvious signal to customers that they are legitimately from us.    Would like ability to create/change Feedback Survey Theme (templates) to align with our brand standards.   Full functionality would include this in Design Manager, similar to Pages, Emails, Posts, etc. At a minimum, would expect to see options to change the Featured Image size and layout, enabling designs similar to those featured in HubSpot's article on well-designed surveys.     ...read more

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.  ...read more

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 ...read more

Instead of waiting on an email that links you to the feedback form it would be great if the form popped up immediately after closing a chat session.  One of the reasons is to provide feedback while it is fresh in your mind and second, the email links for feedback require you to login to continue which is a pain on a cell phone! ...read more

It would be highly beneficial to have the capability of configuring the duration for which a feedback survey is resent subsequent to its closure by a customer without a response. Presently, the duration is rigidly set at 14 days. ...read more