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Feedback Surveys

HubSpot's feedback submission properties

Last updated: June 8, 2021

Applies to:

Service Hub  Professional, Enterprise

When contacts submit feedback to your surveys, you can use submission data in HubSpot tools to help understand how customers feel about your business.

You can use feedback submission properties within HubSpot to segment contacts in a list, enroll records in workflows, and create custom single-object or cross-object reports.

Please note: feedback submissions properties are stored separately from standard CRM objects.

  • You can't edit feedback submission properties from the property settings.
  • Feedback submission properties do not appear as properties on contact records.
  • Feedback submission property values are unique to each individual survey submission, so property values will not be overwritten if the same contact submits a survey multiple times.

Default feedback submission properties

The default feedback submission properties are created automatically by HubSpot.

  • Date: the date the feedback survey was submitted.
  • Feedback sentiment: how a contact feels about a product, service, or experience, and how likely they are to recommend it. The sentiment values are based on ratings, which include:
    • Detractor: a contact will be considered a detractor when they submit a Customer satisfaction survey (CSAT) with a rating of 0, a Customer support survey (CES) with a rating of 1-3, or a Customer loyalty survey (NPS) with a rating from 0-6.
    • Passive: a contact will be considered passive when they submit a Customer satisfaction survey (CSAT) with a rating of 1, a Customer support survey (CES) with a rating of, or a Customer loyalty survey (NPS) with a rating from 7-8.
    • Promoter: a contact will be considered a promoter when they submit a Customer satisfaction survey (CSAT) with a rating of 2, a Customer support survey (CES) with a rating of 6-7, or a Customer loyalty survey (NPS) with a rating from 9-10.
  • Rating: a number to indicate how a contact feels about a product, service, or experience.
    • For Customer support surveys (CES), the rating is a value from 1-7, where 1-3 is Difficult, 4-5 is Neutral, and 6-7 is Easy.
    • For Customer loyalty surveys (NPS), the rating is a value from 0-10.
    • For Customer satisfaction surveys (CSAT) the rating is a value from 0-2, where 0 is Unhappy, 1 is Neutral , and 2 is Happy.
  • Response: any notes the contact added to their survey response.
  • Source: where the contact responded to the survey, including Email or Shareable link.
  • Submission name: the name of the contact’s feedback submission.
  • Submission URL: the URL where the contact responded to the survey. This will only apply to surveys sent by Shareable link.
  • Survey ID: a unique identifier number for the feedback survey. 
  • Survey name: the name of the feedback survey.
  • Survey type: the type of feedback survey. Values include Custom survey, Customer support survey (CES), Customer satisfaction survey (CSAT), or Customer loyalty survey (NPS).