customer feedback

Create and conduct customer experience surveys

Last updated: November 12, 2018

Applies to:

Service Hub
service-pro-enterprise
Professional, Enterprise

Customer experience surveys allow you to get feedback from your contacts about a specific interaction or experience they've had with your business.

To set up a customer experience survey:

  • In your HubSpot account, navigate to Service > Customer Feedback.
  • Under Customer Experience, click Set up survey. If you've already created a customer experience , click View surveys to see a list of your customer experience surveys, then click Create survey to set up a new one.
  • Click Start in the top right corner to begin setting up your Customer Satisfaction survey.
  • Click the pencil icon edit at the top to give your survey a unique name.

1. Delivery

Select the delivery of your customer experience survey by clicking Email or Web page. If you selected Email, click the Customize tab to continue. If you selected Web page, click the Display tab to continue.

2. Display

This step is only applicable if you've selected to deliver your survey by web pageIn the left panel, select how your survey will display on your website. The right panel will show you a preview of how the survey will appear on your web page.

3. Customize

Customize the branding and appearance of your survey.

If you've selected to deliver your survey by email:

  • Set the name and address that your survey will be sent from. You can select the name and address of any user in your account.

customer-experience-customize-from-name-and-address

  • Click the Survey language dropdown menu and choose which language you want the survey to be in.
  • Enter a Subject line, Greeting, Introduction and Question for your survey email
  • Select one of the default color options, or set a custom color by entering a hex value or clicking the color picker to the right.

customer-experience-survey-customize-appearance

  • Click the Follow-up tab to continue.

If you've selected to conduct your survey via web page:

  • Click the Survey language dropdown menu and choose which language you want the survey to be in.
  • Customize the Question in your survey.
  • Select one of the default color options, or set a custom color by entering a hex value or clicking the color picker to the right.

  • Click the Follow-up tab to continue.

4. Follow-up

Customize your follow-up questions to learn more about why customers felt the way they did:

  • Click the Unhappy tab to enter a follow-up question for customers who were unhappy with their experience.
  • Click the Neutral tab to enter a follow-up question for customers who felt neutral about their experience.
  • Click the Happy tab to enter a follow-up question for customers who were happy with their experience.

Click the Thank you tab to move on to the next step.

5. Thank you

Customize the thank you message a customer will see after submitting a survey response. To include a default illustration at the top of your thank you message, click to toggle the Show illustration switch on. Customize the thank you message for your visitors depending on their survey response:

  • Click the Unhappy tab to enter a thank you message for customers who were unhappy with their experience.
  • Click the Neutral tab to enter a thank you message for customers who felt neutral about their experience.
  • Click the Happy tab to enter a thank you message for customers who were happy with their experience.

Click the Recipients tab to move on to the next step.

6. Recipients

Choose the recipients of the survey.

If you've selected to deliver your survey by email:

  • By default, contacts will be sent the survey if they became a customer more than 30 days ago.
    • To change the default filter, click the existing filter.
    • To add additional criteria, click the AND or OR buttons. You can set filters based on any contact, company, deal, and ticket properties.
  • By default, existing contacts will be sent the survey if they already meet the selected criteria. To send the survey only to contacts who meet the criteria moving forward, clear the Enroll contacts that already meet these criteria checkbox.
  • By default, the survey will include a delay and will send to contacts 30 days after they meet the criteria. Clear the Add delay checkbox to remove the delay or use the field and dropdown menu to customize the number of days or hours you want to wait to send the survey after a contact meets the criteria.

customer-experience-survey-recipients

  • Click the Options tab to move on to the next step.

If you've selected to deliver your survey by web page:

  • Select All visitors to show the survey to all visitors or Specify contacts to show the survey to contacts who fit a certain filter.
  • If Specify contacts is selected, the default filter Became a customer is more than 30 days ago will be used.
    • To change the default filter, click the existing filter.
    • To add additional criteria, click the AND or OR buttons. You can set filters based on any contact, company, deal, and ticket properties.
  • By default, existing contacts will be shown the survey on the web page if they already meet the selected criteria. To show the survey only to contacts who meet the criteria moving forward, clear the Enroll contacts that already meet these criteria checkbox in the right panel.
  • To allow contacts to see the survey again if they meet the set criteria a second time, click the Allow contacts who meet the trigger criteria to re-enroll checkbox in the right panel.
  • Click the Options tab to move on to the next step.

Please note: the survey will only be shown on a web page to contacts who are tracked by the cookies in their browser.

7. Options

If you've selected to deliver your survey by email:

  • Click the Select an individual user or team dropdown menu to select users and teams to receive email notifications when a customer submits a customer experience survey.

customer-experience-survey-options

  • Click the Summary tab to continue.

If you've selected to deliver your survey by web page:

  • Under Choose the website pages your survey will appear on, select whether to show your survey on All pages or Pages that exactly match these URLsIf you select Pages that exactly match these URLs:
    • Click Add another page and enter the URL to show your survey on.
    • Click the trash bin delete on the right of the URL to remove the survey on it.
  • Under Choose when your survey is triggered, enter the number of seconds before the survey is shown to a visitor.
  • Click the Turn on survey on small screen sizes checkbox to enable the survey for small screen sizes.
  • Click the Choose an individual user or team dropdown menu to select users to receive survey response notifications.

  • Click the Summary tab to continue.

8. Summary

Here you can review the settings and take some time to ensure that the settings in previous steps have been set up to your liking. Click Preview to see how the survey will appear on desktop, tablet, and mobile, or click Test to send a version of the survey to yourself. When you're done, click Publish in the upper right to take your survey live.

Was this article helpful?

If you still need help you can get answers from the , or to contact support.