Create a custom survey using the new survey editor

Create custom surveys using the new survey editor to collect and manage customer feedback across multiple delivery methods, including Shareable link, Email, and Workflow.

The new survey editor supports building multi-step surveys, connecting fields to HubSpot properties, customizing design and layout, and configuring delivery-specific options.

Before you get started

Before creating a survey with the new survey editor, review the following requirements and considerations.

Understand limitations & considerations

• The new survey editor is available for custom surveys using the Shareable link, Email, or Workflow delivery method.
• Some editing options are only available for specific delivery methods. For example, configuring recipients in the survey editor is available for custom surveys using the Email delivery method.
• Once a survey has been created with the new survey editor, it can't be changed to the original survey editor.

Create a new custom survey

1. In your HubSpot account, navigate to Service > Feedback Surveys. 
2. Click Create survey in the top right of the page.
3. Click Custom survey, and then click Next.
4. Click Shareable link, Email, or Workflow and then click Next.
5. Click the New survey editor card, and then click Create survey.
6. At the top of the page, click the edit edit icon and enter a survey name.

Edit a survey

Edit a survey to add and edit survey questions or fields, elements, and steps. To open a survey in the editor:

1. In your HubSpot account, navigate to Service > Feedback Surveys.
2. Hover over an existing survey and click Edit.

Add and edit survey fields

Add survey fields to collect customer feedback. Each survey field must be connected with a HubSpot property.

1. In the survey editor, click the addIcon Add icon.
2. To add a field or property to your survey, click the field or property and drag it into position in the survey preview. 
3. To edit survey fields, click the field in the survey preview. In the right sidebar, edit the Field options. 
4. To connect a property to a survey field, click the field in the survey preview.
   • In the right sidebar editor, enter text to search for a property.
   • Click the property to connect it to the survey field. 
   • To create a new property, click Create new property. In the right panel, enter text for the Property label field. 
   • When finished, click Save.

Add additional survey elements

Add additional Text & Media or Security & Privacy to your custom survey. 

1. In the survey editor, click the addIcon Add icon.
2. In the left sidebar, click Other.
3. Click an element to drag it into position on the survey preview.

Add and edit survey steps

Add and edit multiple steps to a survey to make surveys into smaller, more manageable sections.

1. In the survey preview, hover between two existing steps and click the + Add icon. A new step section will appear. Then you can manage survey fields and additional survey elements in the sidebar editor.

2. To rearrange the order of a step, hover over the step. Then in the top left of the step, click to drag and drop the Step [#] to a new position.
3. To clone a step, hover over the step and click the duplicate clone icon. Steps that include an email, reCAPTCHA, or data privacy field can't be cloned.
4. To delete a step, hover over the step and click the delete delete icon.

Editing options by delivery method

Some editing features are available only for specific delivery methods (e.g., Shareable link). Review the options to understand which features apply to each survey type.

Add conditional logic to a survey (Shareable link)

Add rules to hide or show important fields, or direct users to a specific step based on their previous answer.

1. In the survey editor, click the conditionalIcon Logic icon.
2. Click Add logic. If you’ve included specific Industry-standard questions (e.g., CSAT or NPS) on a survey, default conditional logic rules will automatically apply.

3. To add filters to a group within a rule, click + Add filter on this group.
4. To add a new group to a rule, click + Add group.
5. If you’ve added multiple filters or groups to a rule, click the AND OR dropdown menu between the filters and groups to apply AND or OR logic.
6. In the Then section, click the dropdown menu to select on-form actions. You can choose from the following:
   • Show fields: if the user's responses match the criteria set in your rules, show a specific field.
   • Hide fields: if the user's responses match the criteria set in your rules, show a specific field.
   • Skip to step: if the user's responses match the criteria set in your rules, skip to a specific step. To use this option, the survey must have at least three steps.
7. When finished, click Save and Activate.

Manage conditional logic rules

1. In the survey editor, click the conditionalIcon Logic icon.
2. To add another rule, click Add logic.
3. To edit a rule, hover over a rule to click the Actions dropdown menu and select Edit.
4. To delete a rule, hover a rule to click the Actions dropdown menu and select Delete. In the dialog box, click Delete rule.

Customize email (Email and Workflow)

Customize the email sent to recipients in custom surveys using the Email or Workflow delivery method. 

1. In the survey editor, click the emailIcon Email icon.
2. To customize your company information displayed in the email, click Email Settings, and update the Company name, Company URL, From name, From address, Subject line or Office location fields.
3. To customize the email content, click Email body, and then enter text for the Email greeting and Email introduction fields.
4. To customize email styles, click Email styling, and update the Featured image, Alt text, Button text, or Color fields. 

Configure recipients (Email)

Configure email recipients in custom surveys using the Email delivery method. Choose from contact segment, ticket status, or deal stage. 

1. In the survey editor, click the sendIcon Recipients icon.
2. Click the Trigger type dropdown menu and select an option (e.g., Contact segment). Based on the selected Trigger type, configure the applicable fields:
   • Contact segment:
     • Click the Send to contacts in these segments dropdown menu and select the segments.
     • To exclude contacts, click the Don't send to contacts in these segments dropdown menu and select the segments.
     • To send the survey to existing members of the segment, toggle the Include existing segment members switch on.
     • To send surveys to contacts when they re-join a segment, toggle the Re-enroll contacts switch on.
   • Ticket status:
     • Click the Send when tickets move to these statuses dropdown menu and select the ticket statuses.
     • To exclude contacts, click the Don't send to contacts in these segments dropdown menu and select the segments.
   • Deal stage:
     • Click the Send when deals move to these stages dropdown menu and select the deal stages.
     • To exclude contacts, click the Don't send to contacts in these segments dropdown menu and select the segments.
3. In the Set survey timing section, select Send immediately or Add a delay.
4. In the Survey reminder section, toggle the Re-send survey email switch on to send a reminder if no response is received.

Customize survey design and layout

Customize the visual design and layout of a survey. Styling applies across all survey steps.

Style a custom survey

Customize the text, buttons, headings, and background of your survey fields. Any changes you make here will be shown across all survey steps. 

1. In the survey editor, click the stylesIcon Styling icon.
2. Click to expand the desired section you want to edit. The following sections can be expanded:
   • Fields: customize the font, size, color, corner rounding, border style/width, and enable padding.
   • Buttons: customize the font, size, color, or add a drop shadow, gradient, and padding.
   • Paragraph (Rich Text): customize the font, size, color, and opacity.
   • Heading: customize the font, color, opacity, and add a drop shadow.
   • Background: customize the background color or image, and set a border style. You can also use AI assistants to generate images.
   • Progress bar: customize the font, color, size, add a gradient, and set the border style.

Edit the layout 

Choose from predefined step layouts using the quick layout switcher and customize your survey background banner.

1. In the survey preview, click Step 1. This will expand the survey editor on the left.
2. To turn on the progress bar, click the Options tab and toggle the Progress bar switch on. This will add the progress bar to all survey steps.
3. To edit the step layout, banner background, and progress bar, click the Style tab.
   
   • In the Step layout section, select the desired layout card. To remove the layout, click Remove layout in the top right. 
   • In the Banner background section, toggle the Background color switch on to select a color, gradient, or opacity. To include an image, click Upload or Browse images. You can also click Generate with AI to use AI assistants to generate images. 

Configure follow-up automation

Configure automation to trigger follow-up actions based on survey responses. Simple workflows are available for surveys that include NPS or CSAT question types. More advanced automation can be created in the workflows tool.

1. In the survey editor, click the workflowsIcon Follow-up automation icon.
2. To use a simple workflow, click Create workflow. For example, if you add a CSAT question to a survey, click Create workflow when a survey response is Unhappy.

3. To create more advanced automation or if simple automation isn't available, click Create new workflow. You'll be directed to the workflows tool to set up your workflow.

Customize survey settings

Customize survey settings, including user notification settings and what happens to the corresponding contact after they respond to the survey.

1. In the survey editor, click the settingsIcon Settings icon.
2. On the General tab, toggle the Set contacts created as marketing contacts switch on to automatically set any contacts who have responded to this survey as marketing contacts. This includes both new and existing contacts.
3. To customize response settings, click the Response settings and select an option:
   • Send to contact owner: automatically send a notification to the contact owner. If a contact has no owner, no notifications will be sent. Learn more about object ownership in HubSpot.
   • Send to other users: select the dropdown menu to select the default teams or individuals to send survey response email notifications to, regardless of contact ownership.

Preview and publish

After creating or updating your custom survey, review and publish the survey to make the changes live. 

1.  In the survey editor, click Preview in the top right.
2. To publish a survey, click Review and publish or Review and update.