Feedback Surveys in HubSpot

Foreign.

So my name is Julie Kim. I'm a senior product manager at HubSpot In Service Hub specifically and really focusing on feedback surveys and our future of feedback going forward. Today I'm going to be sharing a deck. Hopefully not too long. I'll try to keep it under 20 but I will kind of go over our mission, our evolving mission and what are some of the things that we are improving in our product at least for the next looking forward to the next six months at least. So hopefully I'll get some feedback from our feedback survey session and then please use the Q and A to post questions throughout because I would definitely want to circle back on those throughout the presentation as well. Well okay, let me start sharing my screen. Okay cool. I will try to put this in presentation mode. Okay cool. So feedback surveys I would call it a lunch and learn just a casual format. So I'll go through our mission, our customers. What are some of the customer problems we're interested in solving based on a lot of the community forum upvotes and roadblocks locked from our CSMs and I'll show you what's coming in our plan. So our mission for feedback surveys is helping organizations retain and grow their customers better by understanding them deeply at scale. And so today our product is a comprehensive feedback solution across you know create from scratch which is the custom survey customer support for CES questions or customer satisfaction and mps more focused on like those proactive customer experience and customer success use cases and our customers who are we solving for? We know that there is a variety of different job functions who rely and use feedback data. We know revenue operations or operations they support go to market teams by driving collection reporting so that they can take action to improve the customer experience. Customer success and support managers are more on the receiving end of that feedback and knowing what to do with it. Understanding what are the loudest things our customers are saying so I can better act on on them to improve my service level or either improve retention of our customers and making sure that they're happy marketing. Also I find a really good group of users who use feedback surveys because they often use feedback as part of their engagement strategy to improve the overall CXM product experience. And I think going forward into 2025 we will focus more on the I would say the insights experience and starting to more focus on that after we have such a good I guess a lot of features already created for the better editing experience so far. So we're looking more to focus on delivering value for the people who receive feedback data and act on them. So but I'll share more of that later in the slides. So pain points what we're solving for so I've realized there are five main key problems. Talking to a lot of customers and looking through like a lot of the support and feedback data is that feedback could be better integrated with HubSpot so regards to our data models and workflows so we understand that feedback could be better tied with tickets or deals or companies. Just the rest of the associations with HubSpot objects workflows is another key thing that I did recognize over time. And more specifically how do I automate feedback collection across touchpoints, reacting to changes in contacts and deals and so forth. There's editing features that we do see an opportunity to improve. So asking different things based on what people say. That's logic. We release the dependent fields earlier in March. I did want to circle back on this and ask the crowd how that was and if it solved most of your concerns. So I'll circle back on that later but please comment. I do recognize styling as a consistent thing. I think more for marketers and more for companies who have hard regulations, especially like banking so forth who have strict guidelines on their brand standards. Third and fourth is kind of more going into forward looking customer problems, but it's insights. We understand that tagging is very manual and efficient so how do we automate some of that? But also we have so much data already collected throughout our conversations and emails, meetings and chats. How do we have more of a complete understanding of customer feedback outside of surveys is something that we're also trying to think about in the future maybe, but no commitments there. Again this is all based on a lot of the customer votes in the ideas forum. So thank you. Keep on doing that. We look at this to prioritize our roadmap and I'll go into like one by one so we know that feedback is disconnected. CS leaders often find it really hard to filter MPS scores relevant for their region or product or rep and support managers find it hard to report CSAT by rep or ticket and this is something that we want to improve visibility on and we're trying to improve the ticket association for feedback as well for CSAT specifically. I know we do it for CS surveys, but we want to be able to extend that to csat. So thank you for your feedback. The problem around customer workflow, I mean better integrating with HubSpot workflows is the fact that I want to easily collect feedback across different touch points, reacting to changes in context, deals or companies and today it's unfortunately a lot of tool toggling that I've came to realize through a lot of the customer calls. Because. Because you need to create a survey, you need to create a list, you need to create a workflow to enroll contacts in that list and then you trigger survey to contacts who are a member of that list. And what we're saying is maybe we can reduce a lot of these steps if we offer a send email survey action and the workflows so that you can potentially do a lot less tool toggling. So that is something that we're actively planning to do. This is styling, aligning with our brand standards. And this is something also we're trying to improve to improve flexibility and customization. The last one is that we've come to learn that feedback insights are very manual and inefficient or even costly. So today I know that tagging feedback is very manually slow and tedious. I kept on hearing that topics and key phrases help me understand what customers are saying the loudest and figure out whether turning or leaving. We do understand that manually tagging, all of this is still very manual. And I've come to realize that some customers have found really creative ways to solve this using AI like Anthropic, for example. And often the cost with that is like money and time and tool toggling, but it's also not really connected with the rest of HubSpot. So we know that this is a problem area that we can potentially improve on maybe next year. No commitments, but this is still on our radar on the customer problems we want to solve. So going into some of our plans, some of them are actively being developed, some of them are still being discovered. But the object association specifically to companies and tickets are something that we are going to work on and hopefully we get a lot of feedback from it and send survey email action for workflow is something that we are actively trying to scope out as well. Company object association, we will assume maybe around the end of Q4. We're actively developing it right now and followed with ticket Object association sometime Q1 of next year and sensor reaction from workflow sometime next year Q1 as well. So to kind of go through each one is average MPS scores at company level, but also the company object association with it. We want to make it easier for a lot of the customer success managers or leaders or et cetera to better understand their average MPS rolled up by company level. We've talked to some customers and realized it takes them three weeks to average calculate average NPS scores using webhooks and zapier and that's something that we do not want to do for our customers. So hopefully we can bring that time to value down along with the ticket object association. Yes. So what we're building is triggering a survey from ticket pipelines so that customers can associate each submission to a ticket that is also being developed. Right now the current state is that CSAT is not associated with tickets, so that's something that we want to fix and improve on. Same with the Trigger survey via workflow. We are thinking about sending a survey email as an action accessible from the workflows feature to reduce a lot of the tool toggling that you currently do in CREAT lists and enrolling people in that list and creating a custom property to trigger a survey from that list is a lot of steps we realize. So hoping to solve that as well. Kind of going to the future of feedback. This is not a roadmap, this is not a commitment, but this is something that we would want to think about in the future to better help our customers. And mock ups are only meant to elaborate problems, not solutions. So this is by far no means the final thing. But we do realize a lot of the problems that result from it's very manual to tag. We have response tags, but you need to tag it one by one and people are asking how do we automate talking? So this is something that we're kind of looking into. But how can we make tagging more automated? And how do we summarize feedback at a level that feels more comfortable to you? So the problem we want to solve is, you know, service or CX leaders have often difficulty in identifying patterns and topics of what people say and tagging every submission is very manual and time efficient, time inefficient. So how do we organize it in a meaningful way like topics are summarized at company level is something that we would want to actually follow up with some of you if you raise your hand and please fill out the survey that we're sending. But if you want us to reach out to you to kind of partner with you on our future roadmaps or solutions that we can build together, I would love to do that. So fill out the survey if if you want us to reach out. But that's kind of pretty much it for now. That was only 15 minutes I can stop sharing.

Yeah, no worries. So lots of love in the chat, especially for the associations stuff. Also for workflows. Sounds like a lot of people are sending marketing emails with a button that Links to a survey in it. That's the current workaround, which is pretty clever. But yeah, everyone, just to reiterate what Julie just said, the survey Deanna just dropped and pinned in the chat, if you are interested in talking more with Julie and her team, there's a little opt in in that survey and we will be sharing that with her afterwards. So if you want to, if you want to meet with them and talk about feedback, survey stuff, they are interested in your feedback, as it turns out. So, Julie, do you want to hop into the Q and A now or is there anything else you want to do first?

We can hop into the Q and A.

Okay. Yeah, we have some questions here, everybody, if you want to head over to the Q and A. I'm working through these. Most upvoted to least upvoted. Still plenty of time to put your questions in there if you have a question that you don't see. But yeah, I'll just, I'll give it to a count of like 10 and then I'll sort it. Okay, we'll say that was 10. All right, so the biggest, the most upbeat, most upvoted question is from Scott. He says, can feedback. Can feedbacks be triggered from custom object properties?

Not yet. That's something that. It's in the backlog and we will want to start after tickets and companies. We're going to start with the default objects first.

Yeah, no, that definitely makes sense. Magnus asks, will it be possible to jump to a different step in a survey based on conditional logic?

A different survey.

A different step in the survey.

A different step in the survey. Have you. Have you. Who is that?

Magnus.

Magnus. Oh, yes. Have you. Have you used. I remember. Have you used the dependent fields and did that not work for you?

We'll give Magnus a chance to respond in the chat or anyone else would love to hear your thoughts on conditional step logic versus pendant fields. We'll come back to that one. Let's see. All right, Mary asks. My biggest blocker for using the feedback surveys is that I have to give blanket permission to create properties to users who can't be trusted to not create random properties on other objects.

I need to get that. I didn't get that one.

My biggest. So Mary Jordan Smith says, my biggest blocker for using the feedback surveys is that I have to give blanket permission to create properties to users who can't be trusted to not create random properties on other objects. So I'm not super familiar with the permissioning here, but it sounds like in order to build out a survey with all the necessary questions and things, people need permission to create properties, which is not a thing she wants to give access to pretty broadly. Does that make sense?

Oh, so is the concern there for people who have created edit access to surveys? You're concerned about giving them blanket permissions to create all properties because you don't. You want more control. Okay. That's the first time I've heard that one. I would love to follow up.

Cool.

It has eight votes too.

Yeah. So Mary and your eight friends, if you want to fill out the survey for today and have Julie and her team follow up with you, sounds like there's more to explore there. Magnus has weighed in in the chat, so going back to the. The conditional step skipping, he says it would be great to jump to a different step, not just showing a different question, that is to be able to skip some questions. So I think the new form builder does this. You can build in logic where based on one response, you can jump to different steps in the survey or the form. I should say Scott also weighs in. He says dependent slash conditional sections, whole groups of questions would be a great upgrade. Qualtrics had this and was a thing we were giving up going to HubSpot. So how do. How did it. I. I am sad to admit that I don't. I have not played around a lot with the fancier features and feedback surveys. Julie, how do the dependent fields work? What does that look like?

Yeah, so maybe I can just quickly show what it looks like. And I. So I understand Dependent Fields is in public beta, so people do need to opt into it.

Oh, okay.

So we. I checked and we have a little less than 3,000 users so far. So we would definitely want to bump up that number to get more feedback on it, just to kind of understand if that is enough or that's not enough. So I'm just trying to go into the surveys. Yes. Let me start sharing my screen. I'm just doing this live. I'm being really happy right now. I think that's all the point. So let's say I want to like, I'm a choose yes or no. If no, I want to show another. Show a different question. So I have. I can do a drop down here. So I have yes, no. And like, depending on what people select here, I want to add logic. So let's see. I need to connect it. So I connected it. I connected the question with the property here. So that's good. And then I can proceed to logic. So if. So to this question. If the question contains any of yes. Then do what? Like I want to show them, like, what is a favorite color question? Like showing different questions based on what people answer from the previous question is something that we can do. Does that solve most of your needs or no?

So in this, in this, here, is it under. Then show. Is it just one property you can show or hide based on this response? Or can you add multiple here? Because I think if I'm understanding people correctly, what they're wanting is to have a group of questions that appears or disappears based on a group of questions.

Then that comes with conditional logic, more similar to the forms feature that they just rolled out.

Yeah, yeah.

So blue, red, gray, yellow. Yes. It would look something like this. You are previewing a conditional question. Clear the preview value when you wish to preview, to continue. So clear preview. So you can, you can do this. You can just do one question at a time.

Got it?

Yeah.

Okay, cool. Let us know folks who had that question. If that answers your question. I'm going to move on to the next one. Let's see. Jerry asks any info on being able to send more than one reminder to survey recipients that haven't yet completed the survey?

More than one reminder to survey recipients that haven't yet completed the survey. We do have. So we do have this feature. It's called Send reminder Surveys, and I think it's available for Second, let me check something quickly before I say the wrong thing. So we have the Send reminder survey available for custom surveys and MPS surveys, but not for CES and csat, if that's what you're asking.

And is that. Can we see what that looks like? Is that just like after a certain number of days it sends a standard reminder email?

Yeah. So just trying to demo something. I can't find it now, but it is in the custom survey in csat. I wish.

Okay.

Yeah.

So is it. Is it just one reminder email after a certain number of days or something? Or can you set up a series of reminders? What?

You can't send a series of reminders? So you can like, say like recurring one month or two months or three months. You can do that.

Oh, great. Okay.

Yeah.

I think that gets to what you were asking Jerry, but let us know if it does not. Sorry, did I interrupt you? Was there more you wanted to say on that? Okay.

Lindsay Lindsey in the chat says, I think they're asking more than one reminder, like one at seven days after the first one went out and then a final reminder after another seven days later. So three technical reminders. Oh, it's like A series. Yeah. And Jerry. Jerry said yes, that's correct. Okay, let me see. I'm just trying to go to the CSAT survey just to like look through while I find that. Can we jump to another question?

Sure, yeah. This one you may have already answered. I wonder if it came in earlier in your presentation. But just for the sake of asking all the questions. Miguel asks style in custom surveys to be able to center the content. So I know you mentioned styling as something you're thinking about to be able to center the content. I don't know if that's talking specifically about text alignment or. You're nodding. I don't know if you know what it.

Yeah, yeah, I know about this. We will. The desire there is to center align. But which part? The survey questions or the thank you message? Which one?

Maybe either way. Are they both things your team is thinking about?

Is that a question to me?

Yeah, yeah, yeah. I mean, in either case, is it something you're. You're working on?

Yeah, it's something that is in our backlog to do. Yes.

Okay.

We were talking about it.

Cool. Evan asks, will we be given the ability to edit feedback surveys in the future? Once you publish, you're mostly locked in as far as field changes. If we have to update a field, we have to swap out the form in a redirect.

Yeah, I know that one. The draft experience, post publishing. We know that's a need. It's on our radar. I just haven't prioritized yet. It will definitely come after the object associations and workflows first.

Sure sounds like those are top priority.

Yeah. Yeah. Huh.

Cool. Richard says in regards to surveys, I want to address the issue with required fields at the end of a survey. If a user skips earlier required fields, there's awful error messages at the end. Then the user has to figure out what questions they missed. If a required field is required, the user should not be allowed to go to the next step without answering the question.

Oh, okay. I think I have seen this complete before. I think I just need to dive into like what's actually happening. I would probably need more detail and follow up. Who was that?

Richard. Sorry, Richard. But Richard. Yeah. So it just sounds like the moment when required fields are checked and validated to see if they're filled in. He would want at the end of each step and currently is at the end of the full survey.

Okay. Got your trunk. College follow up. I will send out an email.

Cool.

I'm going to make a blanket statement that hopefully I'm not talking out of turn. But I think a lot of what I see in the questions and what I feel and what I actually experience using surveys is it varies differently from how forms function. And a lot of the desire is that forms and surveys behave similarly in terms of triggering and sending out reminders and just how you can interact with a form with the rest of the tool. Surveys doesn't parody that.

That's interesting to me. When I think about like videos I've published about HubSpot updates for a long time it was like feedback surveys just got this. Feedback surveys just got this. And people will be like, oh, does the forms tool do that? No, the forms tool doesn't do it. And now the forms tool just got a huge overhaul and now all those features like this is cool. Can I do it in surveys? I think in the minds of a lot of users the two are, you.

Know, they're interchangeable because they're like the tool, the tool feels like it should be the same because it, in the mind of an admin, I'm just trying to do the same thing. It's just a different end function. I understand. And this is something that we're trying to also like. It's part of our, you know, work to kind of clearly define the different diversion paths. Reforms versus surveys. I would, I would say forms because it lives within marketing. It's more focused on lead generation use cases where they're trying to collect a lot of customer information for the first time. So it's really, it's focused on data collection and a better editing experience to reduce the pain of having to create more surveys. So I know conditional logic for marketing forms matters a bunch because you're casting a wide net and you can't expect all the different variations of what to ask based on what people say. Right. So there's a reason why marketing, for instance, did a huge overhaul and launched logic. They launched styling and so forth with these powerful tools. When it comes to like surveys within service hub, we're more focused on post sale or customers you already know. So you're dealing with like an existing predefined population that you already know how to target to. So probably you have a less pain for building so much logic as opposed to, you know, building so much logic when you do in lead generation forms. But maybe you have a more of a pain of analyzing your data and acting on your data. And this is just me talking, but this is just my current understanding. So this, yeah, that's, that's just what I'm considering down along.

That's really interesting to me. I, I think that's incredibly insightful. If I, if I think about forms, it's hard to be targeted with forms. Right. You're embedding this on a landing page and whoever comes to landing page, comes to landing page. And you, you can make it adaptive hopefully to meet the needs of the person as you learn more about them. But they may be a total stranger to you. Whereas feedback surveys, you can be really targeted in what sort of person. Yeah, you're sending. And hopefully there are fewer questions you need to ask up front. You can just get down to the business of getting their feedback on whatever.

Creations of surveys than you would on a lead generation forum to cast a wide net. But again, you want better targeting. So that's why we're trying to deliver on the send survey email action. Send email survey action for you to better control targeting and triggering. That's why. And you know, if you're dealing with an already a predefined audience that you want to target and get feedback from. How do I analyze it? So is it connected with the rest of my data? So that's why the object associations is on the roadmap. Yeah, so that's that. That kind of explains our different focus going forward and probably we'll try to really double down on like after the collection. What do you do after that? Experience more in the, in the future. But that's just my thought.

Cool. Yeah, no, I, we're here to hear your thoughts. So that. Yeah, let me get back to the Q and A here. Come on computer. All right. Miguel is asking about smart rules and surveys to be able to add different language text to the same email. So I'm curious, translations and surveys, is that a, is that a thing? I don't, I don't know. I don't.

So whether it's like AI translations or it's like. I think what you're asking for is like multi language surveys so that you.

Smart. Smart rules. Yeah, I think unlike CMS pages and stuff, you can have different variants displayed based on what you know about the person or their location or something. Their browser language. I don't know. I don't know if surveys have anything like that.

No, we don't. It's been less talked about honestly than the other questions that I've received. So. But it's something that we would love to talk with you about if you, if you want us to reach out to you. Who is that?

Miguel?

Okay.

Perdomo. So currently for people operating in multiple languages, I assume that the thing they would do is just have like, here's our English version of our CSAT survey, and here's our Spanish version, and here's our French one. Is that. And they just be separate surveys and you again with the targeting, send them to different people.

I don't know, maybe just. I just don't have enough information to.

Okay, so Christy asks ability to send surveys on specific dates rather than enrolling individuals as they meet criteria. Example, send the same survey January 15th and June 15th. So, like, if you have a regular cadence for when you check in with people, what's the best way to go about that?

Oh, is it from Christy?

Christy, yeah.

Okay, so ability to send surveys on specific dates rather than enrolling individuals as they meet criteria. Send same survey in January and June. Can you not do that currently based on. Can you not trigger based on time today?

I would have thought so. Especially with like NPS surveys and stuff, I think a lot of the best practice there is some recurring cadence, but.

Oh, oh, okay, got it. I think I understand the question. It's specific dates rather than when an individual meet a criteria.

Right?

Yes, I understand what you're saying. I think I'm potentially thinking if we do introduce the send survey email action on a workflow, then you would have a lot more flexibility and able to solve that problem. Is that correct?

I'm hoping that makes sense.

Like, I was looking actually at our roadblock data year to date, and I think the top roadblock, 20 with 22 votes, was what could be solved with a send survey email action and everything else, like five and under. Yeah. So, yeah, I understand.

That one's that's coming. So that'll solve a lot of these. Cass van der Kuy, will we be able to import feedback data that we retrieve from IE Google Forms would be lovely to help clients update their HubSpot NPS based on historical data instead of starting over brand new. So I guess in general, if someone's been collecting feedback with some tool that's not HubSpot, is there a good way to get that data into HubSpot when they start using HubSpot surveys?

Right. So my understanding is we don't have like an import. We don't have a great import solution from. To import feedback surveys from other tools outside of an integration? No. I need to check if we do have a Google Forms integration, actually. Is that what the ask was?

Yeah, the Google Forms is the one they asked specifically.

I. I see. Yeah. Well, I see. I see an integration partner that offers. No, Yeah, I don't think we have Google form integration. Maybe you could use Xavier because I see Xavier. Yeah, Whoopi. I'm reading the rest of it. So Cass, Cass van der Quel said would be lovely to help clients update their HubSpot MPS based on historical data instead of starting over brand new. Does that mean Karen says there's no Google form integration? She looked for yesterday. Yeah, yeah. Update their HubSpot MPS based on historical data. I don't know what that quite meant. Help clients update their HubSpot MPS based on historical data.

Yeah, so I think if someone is just starting to use HubSpot surveys, but they've been using some other survey tool for a while. They have five years of historical survey data and they want.

Okay, I understand HubSpot.

They want to be able to connect it all together.

I understand. Yes. I think Zapier could be the best bet. What's the best answer I could give? Import. Yeah, actually that could be a really good use case for a Surveys API.

Oh yeah?

Yeah. I was actually talking with the product manager for a Surveys API and we currently only have the submissions read but he was looking into CRUD to like create edit submissions as well. But that could be a good follow up actually when, when. When it comes to the use case of like importing survey data from other tools. I will, I will not. Yeah, I'll send it over. Thank you for that.

Okay, cool. Jeanette, Our surveys still only available in Service Hub. Seems so limiting. Surveys are a Service Hub feature. Yeah. I don't know if you have thoughts on packaging and things really, but what was.

What was specifically the question again?

Our survey is only available in Service Hub.

Yes, it's always service Hope for plus.

Yeah, I would imagine.

Are you guys on which. On which plan then?

Yeah, I. Yeah, I suspect it'll stay Service Hub long term. It feels like one of the differentiating things about Service Hub. If you don't have Service Hub, I think some sort of workaround with normal forms and things is probably your best bet. But yeah, that's like it's. It's a pretty core Service Hub feature. If they took that away from Service Hub for Service Hub would really be in trouble. Jeremy Lewis asked, can we have more flexibility in reporting, especially with nps?

How flexible.

Yeah, Jeremy would love to know more about your use cases and examples and things. Julie, do you want to talk at all about the current state of reporting with NPS is right now?

Well, today this comes back to what we're solving in our company Object association today. NPS scores are only reported at a contact level and it's a dropdown property, it's not a number. So when it comes to like I want to roll up MPS by company or I can't do that, I need to like send it to zapier use a webhook to like convert it into a number.

Oh man.

And then, and then and create a company association or a custom object association send it back and that I've seen people do that but the thing that we're trying to solve and let's see I'll quickly go back to that slide entire screen so here hopefully we'll get to this is actually this image doesn't help but hopefully we get to a point where you guys can check when you're looking at a company record page you will be able to look at an average NPS score scores for that company as a property. So I'm actually trying to think about where to expose the company object association and where do you see it most? And my question is like would the company record page be the best place or where else how would you consume that data?

So I invite all of you to weigh in on the chat on that one. I think that would be a great discussion. I'm going to keep moving us forward though. I got just about 15 minutes here and an endless scroll of questions. So Lizzie asks any plans to have somewhere on the survey object to log follow up information? For example, when we have a detractor at the moment we create a custom object to allow the manager to investigate and work on the customer. I'd like to know more about this custom object Lizzy what you call it and what its role is but I guess I think just more broadly Julie, if you know you send out an NPS survey and you get a detractor what are your options for driving follow up with that person?

We have the automations feature. I'm just trying to understand what you're. What you can't do with that.

Yeah, I would imagine maybe assigning a task or something could.

Yes, we've seen people automatically create tasks based on feedback submissions by detractor and promoter and they track that task in like another another board somewhere I've seen people do but you can do that today.

Yeah Lizzie, not sure if you're still here but would love some more info on that. Let's see. Kathy asks is it possible to add a HubSpot survey in our signature instead of sending it after the ticket is closed? If so, will the same person be able to answer more than one time.

You want people to answer more than one time?

That's a good question. I'm unclear but is it possible for someone to answer a survey more than once? I don't know.

Well, we currently have for email. Email. We currently enforce one submission per, I believe submission and mainly because we've also heard feedback like we have like low survey response rates. It's, it's industry standard. I think it's like 2 to 7% response rate. So they're trying to give out a lot of financial incentives for people to fill them out and I don't want people abusing them. So yeah, if you want people to submit it more than once, my, my question is why?

Yeah, but as for the question of can you put in your email signature, you can just, you can turn your surveys into like a webpage right? And have a link and just put that anywhere you want. Put a normal link. So yeah, that would probably work. Danielle asks I work the support in a technology company. Once a support ticket is closed, our users don't want to deal with follow up emails. I would like to insert the survey within our replies, ideally using a template. That's another one. I think if you had a link to the survey you could put it in a template and just include it in your current email thread. Right Bradley?

Oh yeah, never thought about that one. But it's not possible today because it triggers on the ticket pipeline when that ticket is closed.

Oh, I see. There's an interesting thing I've never thought about. I will say as just a human and a consumer who sometimes interacts with support teams, a lot of times I get a completely separate email and a completely separate thread that's just like hey, rate your experience with our support team. It would be nice if it was unified in that same thread, but.

I.

Think it's pretty common for it not to be.

Or another solution is user chat survey.

Right in.

Yeah, because the chat, you can collect the feedback during the chat. Yeah, I don't know if you guys did that. Okay.

Matt asks why can't we save surveys when they are set up for lists before you send them? Will you introduce active lists soon? If you did that, I could keep a survey open for a long time. At the moment I will need to reset up surveys due to the lack of active lists. This is Matt Lineker.

I want to understand that better. After the call, Matt, I will send an email to you as well.

Cool. Jeanette is back asking pretty please, can we put surveys in Marketing Pro? So Jeanette, we hear you.

My other question is like what, what? What do you want from surveys that forms can't do in marketing?

That's a fair question.

Yeah. I would be curious to get your perspective on that.

Kathy Bergeron asks My team uses CSAT and is unable to resurvey contacts. They are only able to survey once. We do not have the possibility to change the recipient's criteria. Is this something normal?

So I. So this is a CSAT enabled to.

Yeah.

Oh yes. So for CSAT you can't. But NPS and custom you can. So I can quickly demo what that looks like.

Yeah.

And I know the feature UX like feature parity is like really not there and there's no consistency but maybe that's just more proactive education on my part. But this is an example of a NPS survey. But if you go to the recipients tab and this is email channel because we're talking about resurveying and that's email, it's in this tab, it's called frequency and you could choose a recurring option after meeting the required criteria. So you can create your own criteria to say like if you sent it but people have not submitted it based on the feedback, the late last NPS date or something like that. Like if you can target create a custom rule saying if people didn't submit you could trigger it. You could trigger the reserving every month or however months you like. So I would recommend giving that a try. And also it's available for custom surveys via email as well.

Okay.

Okay. Hope that helped.

Yeah, I hope so.

Yeah.

Scott asks any plans to integrate properties from standard Objects, contacts, companies into the survey builder. Right now we have to run a workflow and copy things from the contact to the feedback submission rather than having greater access to contact properties. Scott, I would love to hear which property specifically you're copying this information from. I'm just mulling this over based on what you said Julie, about with forms you're collecting information about people and with surveys we sort of assume you already have that information.

Scott says phone number for follow up.

Oh, phone number.

Yep. Lindsay also asks a question that kind of feeds into that is the NPS question doesn't map to a feedback property, yet every other question you create does. Is there a reason or rationale why it doesn't map back to the feedback property? So when I said the company Object association is going to come end of Q4 this year, that will apply to all questions, all submissions being associated with companies going forward. I don't know if that solves your problem. Lindsay says not attached to A company. Okay. It's all contact properties. Oh, okay. I need to, I need to double check that, but I'll make sure I can follow up on that one. And then Scott gave some additional context. If we ask our customers if they would like a follow up and then they ask for the best email or phone number to follow. Follow up. Right now it's all being mapped to the feedback object and not the contact.

That's interesting to me. I'm trying to. Because it makes sense in the context of a survey to ask for a phone number or an email. But also if you emailed the survey to a person, you, you have an email. Right. And I'm not, I'm not 100% certain that if they provide an email or phone number for feedback, you would necessarily want to override the one on the contact.

Wait, yeah, yeah, yeah. I think this is question is coming from like we already know the phone number, but we don't want to ask for their phone number again in the survey. Right.

Maybe.

So I want to associate it to that contact phone number to follow up. Right. That's what he says. Right? Yeah, Let me, let me find that for you. I will double check this. Yeah, I think, I think what I'm, what I'm interpreting is, is that information that's collected on the survey doesn't go to the contact object. And that's what we're, we've trained everyone and everything to go everything we know about the contacts on the contact. Not in some random hidden object called feedback where all of this stuff lives. It's the contact where it should be. Sorry, I just got all cats. Yes. Okay.

I just, I don't know if, if. I guess my question is if, if someone says yes, follow up with me. Here is my phone number and email. If you have a phone number and email for this person and they provide a different phone number and email, would we want them stored separately or would we want them to replace the email and phone number we have on. On file? I'm just trying to think why would a person give a different one? They might.

Let me understand this. Let's say maybe I'm not understanding clearly. When you are asking a phone number as part of the survey, then what happens? Can you not associate it with it?

Anything collected through the feedback is going to be feedback properly.

Yeah. And the problem is it's not stored on the contact record. Oh, I understand. Okay. So it's not updating the content property. Okay, I understand. Yeah, yeah. Okay. That's definitely. And you got a bunch of people saying, yeah, you. You might not have the phone number when you sent the survey, but you want to follow up, and you ask them, hey, do you want us to follow up via phone or email? If you want us to follow up via phone, we got to collect your phone number.

And then it'd be really nice to have it stored in some place where you can click to call inside of HubSpot.

Correct contact record.

Yeah.

Then does the workflow not work to update the contact property or. No.

He said he's using a workflow, so I assume that does work, but it.

You stopped.

Yeah. Then you have it stored in two different places.

Yeah, you shouldn't have to. Yeah, shouldn't have to run a workflow is what. Okay, got it, got it, got it. To send information from part of your system to the other part of your same system. And. And. And the. And the problem is I just don't want to create a workflow. I just want it done it automatically. Right. I mean, either. I'm gonna start speaking for you guys. Sorry, tell me when I'm wrong. But when I create a survey and I have to create a property field, if that property field maps to a field that already exists on the contact record, I want it to just go there. I don't have to go build a workflow to say, hey, now, I know this other piece of information. Now stick it over in this other place. Right, right, right. Sorry, guys. Thank you. Not that I've ever been in this role before. I. Okay, so looking at the chat, it seems like that happens quite often. Okay. Yes. Yes.

Well, thank you, everyone, for your questions. Julie, thanks for taking so many questions. The one I want to end on here, Annie wants to know if she can get access to the deck you were presenting earlier.

Okay. Yes, I will send it over to Kyle to distribute.

Yeah, that's perfect.

And then. Then please, please fill out the survey in this webinar. I know I called some of you out that I want to follow up on, but I can't follow up with you. Don't fill it out.

Yeah. So everyone, please submit the survey. Deanna just dropped it in. Again, thanks, everyone, for being here. I will give us another 45 seconds so anyone has a chance to at least click the survey link and have it open in a tab. Even if you're not going to submit it right this second, but please submit it sooner rather than later so when we send it over to Julie, it has your information in it. But, Julie, thanks so much for doing this.

Yes, and I'll give you my email. I'll just put it in the chat right now.

Amazing.

Yes.

Ta da. All right. I'm glad you dropped that in. I would have guessed wrong. It doesn't follow the format of apparently there are some other J. Kim's here in HubSpot. Perfect. Well, Julie, thank you so much for being here. Really appreciate you taking the time. Everyone, thanks for hanging out for us for an hour talking about feedback surveys. I'm going to go ahead and shut this webinar down, but hope to see you all back next week. Bye.

Bye.