BETA

Create a custom survey (BETA)

Last updated: April 22, 2021

In Beta

Applies to:

Service Hub  Professional, Enterprise

Create feedback surveys with custom questions including star ratings, radio selects and single line text fields.

  • In your HubSpot account, navigate to Service > Feedback Surveys.
    • To create a new survey, click Create survey in the upper right. In the next page, hover over the Custom survey card and click Create survey.
    • To clone an existing survey, hover over the survey and click the More dropdown menu, then select Clone.
    • To edit an existing survey, hover over the survey and click Edit.Create, clone, or edit a survey:
  • actions-in-customer-experience
  • Click the edit pencil icon  at the top to give your survey a unique name.

name-custom-survey

Delivery

  • Select the delivery method for your customer satisfaction survey by clicking Email or Shareable Link.
  • To continue, click the Email or Options (for shareable link surveys) tab.

Email

  • In the Email settings section, click the Survey language dropdown menu and select the language you want the survey to be in.
  • Set the Company name, From name and From address for your survey. You can select the name and address of any user in your account.
  • Enter your subject line. To insert a personalization token in the subject, click contacts Personalization token, click the Add contact token dropdown menu and select a token, enter a Default value and click Insert.
  • In the Advanced settings section, you can select an office location.

Customer-satisfaction-survey-details-1

  • In the Email body section, enter a Greeting and Introduction for your survey email. Click contacts Personalization token to include a personalization token.

    email-body-custom-survey
  • In the Theme section, to upload an image for the email survey, click to toggle the Featured image switch on and click Replace. In the right panel, select an image or click Add image to upload a new image.

    custom-survey-theme
  • 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 how the question looks.
  • To continue, click the Survey tab.

Options (Shareable link surveys only)

  • In the Settings section, click the Survey language dropdown menu and select the language you want the survey to be in.
  • Enter your Company name.
  • In the Theme section, 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.

options-custom-survey

  • To continue, click the Survey tab.

Survey

  • In the Build your survey section, you can select the types of questions you will be asking your respondents. Click or drag the question types to the right panel to begin building your survey.
  • You can edit the questions by clicking on them in the right preview screen.

Thank you

  • To include a default image at the top of your thank you message, click to toggle the Show image switch on. Click Replace to change the image.
  • Enter your Header and Body text.

thank-you-custom-surveys

  • To continue, click the Recipients tab.

Recipients (Email surveys only)

  • You can select Became a customer date,  Start from scratch to create your own criteria using contact, company, deal, and ticket properties or select Static lists to select a static list you have created.
    • If you select Became a customer date, you can click Edit criteria to further refine your list of recipients. Click Apply when your criteria is ready.
    • If you select Start from scratch, select a property type and click Create criteria. On the Criteria tab, customize your criteria. You can click AND or OR to further customize the filters. You can set filters based on any contact, company, deal, and ticket properties.

edit-criteri-customer-satisfaction-survey

    • By default, contacts who already meet the selected criteria will receive the survey. To conduct this survey without existing contacts who meet the criteria, click the Options tab, then click to toggle the Do you want to include existing contacts? switch off.
    • By default, contacts who have already completed the survey will not receive the survey. To survey with contacts who have already completed the survey, click the Options tab, then click to toggle the Do you want to resurvey contacts? switch on.

survey-options

    • In the right panel, the survey recipients will display. You can search through this list using the search bar in the upper right. Once you've set up the filters, click Apply in the bottom left.
  •  
    • If you select Contacts and lists (static only), use the Send to dropdown menu to select an existing list from your account or click Create new list to create a new list of contacts.
  • To continue, click the Settings tab.

Settings

Email delivery settings

  • To add a delay between the survey email send and when a contact meets the criteria you've set, select the Add delay option. Click the dropdown menu to select days or hours for the delay and enter a number.
  • To select users and/or teams to receive survey response notifications, click the Add users or teams dropdown menu and select a user or team.

customer-satisfaction-survey-delay

  • To continue, click the Automation tab.

Shareable link settings

  • Click the Add users or teams dropdown menu to select which users receive a notification when a survey response is submitted.

Review and publish

Review your survey settings to ensure that the settings in previous steps have been set up correctly.

  • To see how the survey will appear on desktop, mobile, and tablet, click Preview.
  • To send yourself a version of the survey, click Send test survey in the top right. If doing an email survey, you can preview the email as a specific contact by clicking the Receive email as specific contact dropdown menu and then selecting a contact.
  • To review your settings, click Review and publish in the top right.
  • When you're done, click Publish to take your survey live.