Last updated: June 28, 2023
Available with any of the following subscriptions, except where noted:
Service Hub
Professional
,
Enterprise
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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 submission properties do not appear as properties on contact records. These 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, but you can also create your own submission properties in your property settings, or within custom surveys.
- Date: the date the feedback survey was submitted.
- 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 4-5, 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 webpage delivery.
- 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).
- Industry Standard Question Type: the type of industry standard question added to the survey, whether Customer satisfaction survey (CSAT), or Customer loyalty survey (NPS).
Custom feedback submission properties
You can also create custom submission properties to gather feedback that is specific to your business. Once you've created a property in your property settings or in the custom survey editor, the property will appear as a filter when you set list criteria, choose workflow enrollment triggers, or build custom reports.
