Survey alert workflow not recognising identical scores in all categories

[KWalton7]

Hey! I'm pretty new to HubSpot and inherited it from an ex-colleague, so bear with me...

We run a customer satisfaction survey through the platform, using a Form for the survey itself, emails and lists synced to SFDC. We have an established workflow that triggers email alerts to key stakeholders internally, categorised by high/low/medium scores on the survey. That's all working... except when the client scores the same score consistently. Straight 10/10s, 9/10s, 8/10s... and so on... and the alert email just doesn't send. I cannot figure out what it is about these identical scores that throws it off. 

Has anyone else experienced this? Thanks in advance! 

[CarolinaDeMares]

Hi @KWalton7! 

Your workflow is probably set to enroll only when the survey score property changes. So when a contact submits the same score again, HubSpot doesn’t treat it as a change — meaning the workflow doesn’t trigger again.

For example:

• First submission: score = 10 → ✅ email is sent
• Second submission: score = 10 again → ❌ no trigger, because value didn’t change

Instead of using "when property is updated," change your enrollment trigger to:

• "Form submission is X Survey Form"

• And add a filter inside the workflow to branch based on the score (e.g., 9–10 = High, 7–8 = Medium, etc.)

This ensures the workflow runs every time the form is submitted, regardless of whether the score is the same.

Hope this helps - let me know if you need further support, I'd be happy to schedule a free consultation here: https://meetings-eu1.hubspot.com/carolina10/hubspot-consultancy

Carolina De Mares

Brandgang

Goirkekanaaldijk 14

5046 AT Tilburg

[KWalton7]

Sorry, reading your response I think my explanation wasn't super clear! We have 5 questions within our survey which are scored /10, and the alert email doesn't send if all 5 responses within the survey match, i.e. all 5 questions score 10/10 (rather than the scenario you described where, if I've understood correctly, the same survey recipient submits multiple identical responses over time). Has that clarified my scenario? Thank you for your thorough reply - apologies that my initial question wasn't super easy to interpret! 

[CarolinaDeMares · Accepted solution]

@KWalton7 thank you for the clarification — that definitely helps!

Given that the issue happens when all 5 survey scores are identical within a single submission (e.g. five 10/10s), it’s possible that the issue lies in how the workflow is evaluating the logic, particularly if it's relying on a property that only looks at a single score or is checking for variety between values.

Here are a couple of things I’d recommend checking:

1. Are the scores stored in separate properties (e.g. Score Q1, Score Q2, etc.)?
   If so, and your workflow branches on conditions like "Score Q1 is equal to 10", "Score Q2 is not equal to 10", etc., HubSpot might not be treating the combination as a true match for a workflow branch, especially if your logic expects different values.

2. Check for overly strict branching logic.
   If your internal email is triggered only when the survey responses vary, the branch condition might be skipping the "all same score" path. You might try setting up a test branch for the “all 10s” scenario to confirm if that path is being ignored.

3. Try simplifying the logic temporarily.
   As a test, set up a basic workflow that triggers when all 5 fields equal 10, and have it send a test alert. If that works, the issue is likely with the branching conditions in your original workflow.

Let me know what your workflow logic currently looks like and I’d be happy to help troubleshoot it more specifically!

Carolina De Mares

Brandgang

Goirkekanaaldijk 14

5046 AT Tilburg