Last updated: October 13, 2020
|Service Hub Professional, Enterprise|
Once you've set up and conducted your customer loyalty survey, customer support survey or customer satisfaction survey, analyze the feedback and track performance over time to improve your business processes. You can view customer feedback performance over time in your service dashboard with pre-built customer feedback reports, or you can view data for individual surveys for a more granular breakdown of survey responses.To analyze feedback for an individual survey:
Each survey details page will break down individual responses and overall metrics for that survey. This data is separated by the Responses and Analyze tabs.
On the Analyze tab, view summaries and charts of your feedback metrics. The metrics on this tab will differ slightly between survey types.
The first report will show you an overview of your data.For web surveys, you will see:
Please note: a value of N/A under Surveyed indicates that HubSpot was unable to register a view for a survey response. As a result, the contact may not display in the survey analytics. This can occur because the respondent was using for example, an ad blocker or had a browser extension installed that blocked our tracking code.
Each survey type also includes a set of visual reports.
Customer Loyalty (NPS) surveys will show:
Customer Satisfaction (CSAT) surveys will show:
Customer Support (CES) surveys will show:
To filter your survey responses:
To filter responses based on contact properties:
A Customer Satisfaction (CSAT) score tells you how satisfied a customer is with a product, service, or...
Customer loyalty (NPS) surveys track how likely your customers are to recommend your company to other people.
Customer Effort Score (CES) measures the ease of a user's customer support experience. CES is based on a...