customer feedback

Analyze customer feedback

Last updated: November 21, 2018

Once you've set up and conducted your customer loyalty surveycustomer support survey or customer experience survey, analyze the feedback and track performance over time to improve your business processes.

  • In your HubSpot account, navigate to Service > Customer Feedback.
  • In the Customer Loyalty or Customer Support section, click View feedback. In the Customer Experience section, click View surveys and in the next screen, hover over the name of the survey and click View.

  • On the Analyze tab, view a summary of your feedback metrics and the following charts:
    • Your NPS/CES score: the percentage of promoters deducted by the percentage of detractors. This chart can be seen in Customer Loyalty and Customer Experience surveys.
    • How your customers are feeling: the breakdown of your NPS or CES score by category.
    • How your customers are feeling over time: your NPS or CES score across time.
  • To set a specific date range, in the upper left, click Date Range.
  • To filter responses based on contact properties, in the left sidebar menu, click + Add Filter. Search for the property for your filter and click its name. Select the filter option you want and click Apply Filter to filter the metrics.
  • Click the Responses tab to see all the feedback you've received for the survey. Click a column header to sort responses. and click Filter to set a specific date range.
  • To set a specific date range, in the upper left, click Date Range.
  • To filter responses based on contact properties, in the left sidebar menu, click + Add Filter. Search for the property for your filter and click its name. Select the filter option you want and click Apply Filter to filter the responses.
  • To view a specific category of responses, click the tabs at the top of the responses.
    • In a Customer Loyalty survey, these tabs will be DetractorsPassives, and Promoters.
    • In a Customer Support survey, these tabs will be Difficult, Neutral, and Easy.
    • In a Customer Experience survey, these tabs will be Unhappy, Neutral, and Happy.
  • To view more details about the rating and health of a contact, click their name. You'll see these details in the right pane.

You can also view your customer feedback performance in your service dashboard and add other pre-built customer feedback reports to the dashboard.