customer feedback

Create and conduct customer loyalty surveys

Last updated: July 2, 2019

Applies to:

Service Hub  Professional, Enterprise

Customer loyalty (NPS) surveys allow you to track how likely customers are to recommend your company to other peopleYou can send this type of survey through email, or display it on any webpage that has your HubSpot tracking code installed.

To set up a customer loyalty survey:

  • In your HubSpot account, navigate to Service > Customer Feedback.
  • Click Create survey in the upper right. To edit an existing survey, hover over the survey and click the Actions dropdown menu, then select Edit.

actions-in-customer-experience

  • Hover over the Customer Loyalty card and select Create survey.

    customer-loyalty-set-up-survey

Delivery

  • Choose whether to deliver your survey by Email or display it on a Web page

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  • Click the Recipients tab to continue. 

Recipients

Choose the recipients of the survey:

  • By default, the survey will be sent to contacts who became a customer more than 30 days ago. To change the default recipient criteria, click the Edit enrollment triggers to make changes.
  • In 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.

    loyalty-survey-recipients-2
  • By default, contacts who already meet the selected criteria will not receive the survey. To conduct this survey with existing contacts who meet the criteria, click the Options tab, then click to toggle the Enroll existing contacts switch on.
  • Once you're done with setting up the filters, in the bottom right, click Save.
  • To set up the frequency of the survey, click the Choose frequency tab. Select Recurring to send the survey regularly and click the dropdown menu to select the frequency of the survey, or select One off to survey your customers once.

To continue:

  • If you selected Email, click the Customize tab.
  • If you selected Web page, click the Display tab.

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 panel, preview how the survey will be displayed, then click the Customize tab to continue.

Customize

Customize the branding and appearance of your survey:

  • For email surveys:
    • Select the From name and From address that your survey will be sent from. You can select the name and email 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 your Company name, a Subject line for your survey email and customize the text that appears at the top of your survey using the Greeting field. In each field, 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.

  • For web page surveys:
    • Enter your Company name.
    • Click the Survey language dropdown menu and choose which language you want the survey to be in.
    • Select one of the default color options, or set a custom color by entering a hex color value, or clicking the color picker to the right.
  • In the right panel, preview the email or website survey, then click the Follow-up tab to continue.

Follow-up

Customize your follow-up questions to learn more about your customers' responses:

  • Click 0 - 6 Detractors to enter text for customers who gave a low score.
  • Click 7 - 8 Passive to enter text for customers who gave a neutral score.
  • Click 9 - 10 Promoters to enter text for customers who gave a high score.

  • In the right panel, preview the follow up question, then click the Thank you tab to continue.

Thank you

Customize the thank you message a customer will see after submitting the survey:

  • Click 0-6 Detractors, 7 - 8 Passive, and 9-10 Promoters to customize different Image, Header text, and Body text for each category of survey responses.
  • Click to toggle the Show image switch on or off to show or not show an image with your thank you message. Click Upload or Browse images to upload your own image or select an existing one from the file manager.
  • Enter a header for your thank you message in the Header text field for the selected category.
  • Enter a thank you message in the Body text field for the selected category.
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  • In the right panel, preview the thank you messages, then click the Options tab to continue.

Options

The Options tab includes different options depending on the survey delivery method:

For email surveys:

  • lick the Choose who gets a notification when a survey response comes in dropdown menu, then select users and/or teams to receive submission notifications via email.

support-survey-options

For web page surveys:

  • Under Specify which website pages the survey should appear on, select whether to show your survey on All pages or Only pages that match these URLsIf you select Only pages that match these URLs, enter a URL or search for an existing page by name. To add multiple pages, click Add another page. Click the trash icon delete on the right of a URL to remove the survey from it.
  • To set when the survey will load on the page, enter a number of seconds in the text field under When do you want the survey to appear? 
  • To display the survey on small screen sizes, select the Show survey on small screen sizes checkbox.
  • Click the Add users who should get an email notification dropdown menu, then select users and/or teams to receive submission notifications via email.

  • Click the Automation tab to continue.

Automation

  • To set up follow-up actions based on survey responses, click Create workflow below the 0 - 6 Detractors, 7 - 8 Passives, and/or 9 - 10 Promoters sections. In the right panel, select the actions to automate or click See more to see other actions. Learn more about using workflows actions.

Please note: customer loyalty survey workflows will not appear in the workflows tool (Automation > Workflows) and can only be edited from this tab of the survey setup.

  • When you're done setting up automation for your survey, click the Summary tab to continue.

Summary

  • To preview how your survey will appear on desktop, tablet, and mobile, click the Actions dropdown menu in the top right, and click Preview
  • To send yourself a version of an email survey or view the survey on a test web page, click the Actionsdropdown menu in the top right and click Test
  • When you're done, click Publish in the upper right to take your survey live.