Mastering Feedback Surveys & NPS in HubSpot's Service Hub

Feedback surveys are an excellent way of keeping up with your customers thoughts, opinions, experiences and comments around your particular service or products. In this video, I'm going to show you how to set up your own customer Satisfaction survey called NPS by using your HubSpot service. Hub. Check this out. We're going to go to our HubSpot portal right here and we're going to click on service and then go to Feedback service. Now we're going to create an NPS survey. So I'm just going to walk you through the process here. Right now you would go to this section where it says create survey. And in here I generally would choose just this customer loyalty NPS service. And this is like a very useful and actually industry standard type of template. So let's do that. Let's just choose that one as a delivery method. We'll just use email for now. You can also use webpage as you can see. But right now we're actually going to just have it as an email blast. So let's do that. Let's hit create at the top. Once we do that, we're going to find ourselves in the actual backend of things. And here we can actually edit as much as we want. So for example, I'll just put this NPS survey and then in here you will see on the email settings you can choose your language. We'll leave it as English, the company name definitely. So you can edit this. This portion I'll put here our company, George B. Thomas llc. There we go. And then from name we can actually choose myself here and the FROM address can either be noreplifiedervicehub.com but you can also choose your own. So let's do that. And in here I want to leave the subject line as it is. So we'll leave that like that and then just use our default office location. Now in the email body you will see two things right here. One thing is the greeting which you can actually personalize and fully edit as you wish. And the other one is a section that you can't really edit and here's why. Because it is an industry standard used by businesses all over the world. So that just means that everybody's going to be measured in the same way. Right? So there's no skewing of any data or any differences in the. Yeah, I would say the way that you are judged by your customers. So let's just leave it as is. I'll just put in here, since we can actually personalize this one, I'll just put your Opinion matters to us. And then we'll just proceed to go to the feedback section right here in this tab. In here we can also personalize the follow up questions to any scores. So for example, for detractors we have like can you tell us more about your experience so we can get it right the next time? Right. So that we can really gather. They have 1500 characters that they can just fill in of info regarding why they didn't like our service or liked it or did or just are kind of like in the middle there. So here we also have the passive score which is anything from 7 to 8. So 7 or 8. And the question is, can you tell us more about your experience? We can do even better next time you will see that all of these questions are defaults. But you can definitely edit this and there's some character limit. Yeah, there we go. You can edit this as you wish. And then promoters, which are basically anybody who ranks between, well actually either 9 or 10 can tell us why you scored us so highly and you can actually get a bit humanizers a little bit and by saying we love working with you. Can you tell us why you scored us so highly or we highly appreciate you or whichever messaging that you consider to be a best fit for this particular question. Let's just go to the. Thank you. Now since we're good with that, you can actually replace the featured image. So in here I'll just put George B. Right here who is going to be the one thanking for that particular survey. And then I'll just input here maybe exclamation mark and then that'll be it, thank you image and then we'll just choose recipients. Now you can, in this particular section this is quite important because there are several ways you can go about it. So you can start from scratch and choosing a particular contact property, company deal ticket or even some form of email address or feedback submission property. The truth is that you can also choose something like became a customer date is more than 30 days ago or the way I would do it is by choosing a static list. In this particular list that I have right here, these are like basically every contact that has had a deal that is close one with us. So I just want to gather, yeah, an NPS survey from absolutely everybody who has bought from us, whether they're a customer returning customer or they would actually all be customers at some point if they were close one. But just for this purpose, even if they are not engaged, they'll be sent an NPS survey. So I can also choose the Frequency of this every three months is recommended by HubSpot. You can also see further info right here if you need help with that. But definitely if I say well I just want to send it every six months or a one off. Right. So there's a lot of ways you can go about it but I think we can leave the every three months recommended and then you can set up some automation in this tab which is save time to automate your follow up actions. Perfect. And I'll actually just add myself to the team of people who are going to get notified about it. So I'll put that there. And then you can also send a survey reminder email to people. So I would say the recommendation is two days but you can also definitely choose anything between one and seven days and you got toggle this off in case that you can in case that you do want to go that way. Right. And there are just some follow up actions pertaining to whatever responses anybody gave. In this particular case maybe I want to focus on detractors and maybe send some form of email marketing communication or create a task for one of my sales reps to follow up. So I can actually do that follow up and yeah, I made sure I spelled that right perfect. And then it is just a to do that's going to be immediately sent to me and then I'm just going to go actually I would just go in the assign task to and I'm just going to choose specific user and I'm going to choose myself. Right. So I just want to say please follow up with client and then we can leave it like that and that'll be happening immediately after we get there either from zero to six points response. So we'll put high priority on this ticket right here and I'll hit save. And now we're ready to actually review our NPS survey right now I'm not going to hit publish but we can actually send a test survey our way. So let's actually do that. So I'm just going to send it my way and then we'll just choose. Yeah, we'll be fine like that. And I'll send that test survey and I'll show it in a moment. And as you can see, here's what we get. Right. So hey, your opinion matters to us. How likely say that you would recommend George Potomac LLC to a friend or colleague. We're surely going to hit 10 right here. So you can see that you can further. It's great right? You can fill it up submit and thanks so much. So as you can see this. This is how it works. It would work to set up an NPS survey via your HubSpot service hub. So you now know how to walk through your own service hub portal pertaining specifically to feedback surveys, how to generate your own NPS survey, as well as choosing the right audience for it and also checking how you can preview that follow up in an email. Remember, education is great, but the execution is where it's at. So go out there and be the hub hero that your organization needs today.