customer feedback

Create and conduct customer experience surveys

Last updated: February 8, 2019

Applies to:

Service Hub 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.

  • In your HubSpot account, navigate to Service > Customer Feedback.
  • Under Customer Experience, click Set up survey. If you've already created a customer experience survey:
    • Click View surveys to see a list of your customer experience surveys.
    • To edit an existing customer experience survey, hover over the survey and click the Actions dropdown menu to select Edit.
    • To delete an existing customer experience survey, hover over the survey and click the Actions dropdown menu to select Delete. In the dialog box, select the checkbox to confirm that you'd like to delete the survey and click Yes, delete.
    • To create a new customer experience survey, click Create survey in the upper right.
  • To begin setting up a new customer experience survey, click Start in the top right corner.
  • Click the pencil icon edit at the top to give your survey a unique name.

Delivery

Select the delivery of your customer experience survey by clicking Email or Web page.

Click the Recipients tab to continue.

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 filter, click Edit enrollment triggers.
  • In the Triggers tab, customize the filters by clicking the AND or OR buttons. You can set filters based on any contact, company, deal, and ticket properties.
  • By default, the survey will not be conducted with contacts who already meet the selected criteria. To conduct this survey with existing contacts who meet the criteria, click the Options tab and click to toggle the Enroll existing contacts switch on.
  • By default, the survey will not be conducted with contacts who have already completed the survey. To conduct this survey with contacts who have already been surveyed, in the Options tab, click to toggle the Re-enroll contacts switch on.
  • In the right panel, the recipients of the survey will be shown. You can search through this list in the upper-right search field.
  • Once you're done with setting up the filters, in the bottom right, click Save.
  • To add a delay between the survey email send and when a contact meets the criteria you've set, click the Set a delay tab and select the Add delay checkbox. Click the dropdown menu to select days or hours for the delay and enter a number.
  • Click the Customize 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 filter, click Edit enrollment triggers.
  • In the Triggers tab, customize the filters by clicking the AND or OR buttons. You can set filters based on any contact, company, deal, and ticket properties.
  • By default, the survey will not be conducted with contacts who already meet the selected criteria. To conduct this survey with existing contacts who meet the criteria, click the Options tab and click to toggle the Enroll existing contacts switch on.
  • By default, the survey will not be conducted with contacts who have already completed the survey. To conduct this survey with contacts who have already been surveyed, in the Options tab, click to toggle the Re-enroll contacts switch on.
  • In the right pane, the recipients of the survey will be shown. You can search through this list in the upper-right search field.
  • Once you're done with setting up the filters, in the bottom right, click Save.

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

Display (Web page surveys only)

Select a location for your web page survey: Slide-in box left, Slide-in box right, or Dropdown banner.

In the right pane, preview how the survey will be displayed and click the Customize tab to continue.

Customize

Customize the branding and appearance of your survey.

For email surveys:

  • 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.

  • 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. In the Subject line and Greeting fields, click contacts Contact token to include a personalization token.
  • Click to toggle the Featured image switch on to upload an image for the email 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.

  • In the right pane, preview how the question looks and click the Follow-up tab to continue.

For web page surveys:

  • 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.
  • In the right pane, preview how the question looks and click the Follow-up tab to continue.

Follow-up

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

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

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 in the Header text and Body text fields.
  • Click the Neutral tab to enter a thank you message for customers who felt neutral about their experience in the Header text and Body text fields.
  • Click the Happy tab to enter a thank you message for customers who were happy with their experience in the Header text and Body text fields.

In the right pane, preview the thank you messages, and click the Recipients tab to move on to the next step.

 

Options

For email surveys:

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

  • Click the Summary tab to continue.

For web page surveys:

  • 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 and/or teams to receive survey response notifications.

  • Click the Summary tab to continue.

Summary

Review the settings and ensure that the settings in previous steps have been set up correctly. Click Preview to see how the survey will appear on desktop, tablet, and mobile, or click Test to either send a version of the survey to yourself or view the survey on a test web page. When you're done, click Publish in the upper right to take your survey live.