A Customer Satisfaction (CSAT) score is a way to know how satisfied a customer is with a product, service, or experience. Customer satisfaction surveys are used to ask contacts for feedback about the business. This type of survey can be sent through email, or display it on any webpage that has your HubSpot tracking code installed.
Create a Customer Satisfaction Survey
- Go to Service > Feedback Surveys in your HubSpot account.
- Create, clone, or edit a survey:
- To create a new survey, click Create survey.
- To clone an existing survey, hover over the survey and click the dropdown More, then select Clone.
- To edit an existing survey, hover over the survey name and click Edit.
- To create a Customer Satisfaction Survey, hover over the Customer Loyalty card and click Create survey.
- Click the pencil icon to give your survey a name.
Delivery
- Click Email or Web page to select the delivery method for your customer satisfaction survey.
- To continue click the Survey or Position (for web page surveys) tab.
Position (for Web page surveys only)
- Select a location for your web page survey in the left panel: Slide-in box left, Slide-in box right, Slide-in callout left, Slide-in callout right, or Dropdown banner. You can preview the each option in the right panel.
- To continue, click the Survey tab.
Survey
Email Delivery
- In the Email settings section:
- Click the dropdown Survey language to select the language you want the survey to be in.
- Set the From name and From address for the survey. Any name and address of any user in your account can be selected.
- Enter the subject line. You can also insert a personalization token in the subject.
- Write a Greeting, Introduction and Survey question for the survey email in the Email body section. Click Personalization token to include a personalization token
- Upload an image for the email survey in the Theme section. Click the toggle the Featured image switch on and click Replace. Select an image or click Add image to upload a new image in the right panel.
- Choose a default colour or a customize the colour.
- Preview how the question looks in the right panel.
- To continue, click the Feedback tab.
Web page delivery
- Click the dropdown Survey language to select the language you want to display your survey in.
- If you opt to use a Callout Text select the checkbox and enter the callout text that you want to display when the callout is closed.
- Customize the Survey question.
- Choose a default colour or a customize the colour.
- Preview how the question looks in the right panel.
- To continue, click the Feedback tab.
Feedback
Customize the feedback questions to learn more about the customer's response:
- Click Unhappy to enter a Follow-up question for customers who were unhappy with their experience.
- Click Neutral to enter a Follow-up question for customers who felt neutral about their experience.
- Click Happy to enter a Follow-up question for customers who were happy with their experience.
- To continue, click the Thank you tab.
Thank you
Customize the thank you message that a customer will see after submitting the survey response:
- Click the Unhappy, Neutral, and Happy tabs to customize the thank you message for each type of response. In each tab:
- Click toggle Show image to switch on to include a default image at the top of your thank you message. Click Replace to change the image.
- Preview the thank you messages in the right panel.
- To continue, click the Recipients or Audience tab.
Recipients
- The survey will be sent to a contact if it became a customer more than 30 days ago.
- You can create your own criteria by using record properties and then selecting Start from scratch or you can select a static list you have created by clicking Static lists.
- To change the current criteria, click Edit criteria. If starting from scratch, select a property type and click Create criteria.
- Customize your criteria in the left panel.
- Contacts who already meet the selected criteria will receive the survey. If you want to conduct this survey without existing contacts that meet the criteria, click the Options tab and then switch off the toggle Do you want to include existing contacts?
- Contacts who have already completed the survey will not receive the survey. If you want to conduct this survey with the contacts who already have completed the survey, click the Options tab, then switch on the toggle Do you want to resurvey contacts?
- The survey recipients will display in the right panel. Search the list using the search bar.
- Once you are done setting up the filters, click Apply.
- To continue, click the Settings tab.
Audience (for Web page surveys only)
- Select the criteria your contacts have to meet to receive a survey:
- All visitors: this will show the survey to all your visitors.
- Became a customer date: the default filter Became a customer is more than 30 days ago will be used.
- Start from scratch: you can create your own criteria by using contact, company, deal, and ticket properties.
- Static lists: select one of the static lists.
- To change the current filter, click Edit criteria.
- Customize the filters by clicking the AND or OR buttons in the left panel.
- By default, contacts who have already completed the survey will not receive the survey.
- In the right panel, the recipients of the survey will display. You can search through this list using the search bar in the top right.
- Once you're done setting up the filters, click Apply.
- Click the Settings tab to continue.
Settings
Email delivery settings
- Select Add delay option to add a delay between the survey email send and when a contact meets the criteria you've set. Click the dropdown to select days or hours for the delay.
- Click the dropdown Add users or teams to select a user or team to receive survey response notifications.
- To continue, click the Automation tab.
Web page delivery settings
- In the Specify which website pages the survey should appear on, select whether to show your survey on All pages or Only pages that match these URLs.
- If you select Only pages that match these URLs:
- Enter a URL or search for an existing page.
- Click Add another page to add multiple pages.
- Click the trash icon delete on the right of a URL to remove the survey from it.
- In the When do you want the survey to appear? section, enter the number of seconds before the survey is shown to a visitor. You can also select on 50% page scroll.
- In the Can visitors take the survey more than once? section, select Yes or No.
- Click the checkbox Show survey on small screen sizes to enable the survey for mobile devices.
- Click the dropdown Add users or teams to select a user or team to receive survey response notifications.
- To continue, click the Automation tab.
Automation
- To set up follow-up actions based on survey responses, click Create workflow in the Unhappy, Neutral, and/or Happy sections.
- Select the Create workflow to create a workflow. choose the actions from the right panel.
Review and publish
Review your survey settings to make sure that the settings that you have set up been set-up correctly.
- Click Preview to see how the survey will appear on desktop, mobile, and tablet.
- Send yourself a version of an email survey or view the survey on a test web page from Test survey button.
- Click Review and publish to review your settings.
- Once finished with settings, click Publish to take your survey live.