Releases and Updates

by: HubSpot Moderator
HubSpot Moderator

[Heads Up] The CSAT feedback survey chat has changed

What is it?

The chart “How satisfied your customers are over time” (CSAT feedback surveys) has changed. 

You'll notice a change in the data that you see in your portal. To jump to the feedback tool in your portal by clicking here. 

What is the change?
The customer satisfaction score is now calculated by adding up the sum of the scores of satisfied customers and dividing the sum by the number of respondents. You may notice that the trend line will start at zero and adjust over time. 

This new calculation of the score gives you a more accurate representation of your customers satisfaction.  

How does it work?
The change has already taken effect in your portal. Below is an example of what the change will look like in reporting. 

The old report view:


New report view: 


Who gets it?
This update is now live to all Service Hub Professional and Service Hub Enterprise customers.

What language is it in?
All languages supported by HubSpot.