HubSpot's survey response properties

When contacts respond to your surveys, you can use survey response data in HubSpot tools to help understand how customers feel about your business.

You can use survey response properties in segments, workflow enrollment triggers and custom single-object or cross-object reports.

Please note: survey repsonse properties do not appear as properties on contact records. These property values are unique to each individual survey response, so property values will not be overwritten if the same contact submits a survey multiple times.

Default survey response properties

The default survey response properties are created automatically by HubSpot. You can also create your own survey response properties in your property settings, or within custom surveys.

To view a complete list of default survey response properties:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.

2. In the left sidebar menu, navigate to Properties.

3. Click the Select an object dropdown menu and select Survey response properties.
4. Click the All users dropdown menu filter and select the checkbox next to HubSpot.
5. The following are some of the default survey response properties you'll have displayed:
   • 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 of 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 show 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 web page 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 survey response properties

You can also create custom survey response properties to gather feedback that's 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 segment criteria, choose workflow enrollment triggers, or build custom reports.

To view existing custom survey response properties:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.

2. In the left sidebar menu, navigate to Properties.

3. Click the Select an object dropdown menu and select Survey response properties.
4. Click the All users dropdown menu filter and select the checkboxes next to any relevant users.