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Maximize Customer Insights: Mastering NPS Surveys with HubSpot's Service Hub

Picture of Jorge Fuentes Jorge Fuentes Nov 1, 2023 2:50:00 PM

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Introduction

Are you leveraging HubSpot's Service Hub to its full potential? Whether you're a seasoned professional or a new business owner, understanding how to effectively use HubSpot's tools, especially for gathering customer feedback, is crucial. In this guide, we'll dive into the process of setting up a Net Promoter Score (NPS) survey, a gold standard in measuring customer satisfaction and loyalty.

Step-by-Step Guide to Creating an NPS Survey in HubSpot

  1. Accessing the Service Hub:

    • Navigate to your HubSpot portal and select the 'Service' tab.
    • Click on 'Feedback Surveys' to begin the process of creating a new NPS survey.

  2. Setting Up the Survey:

    • Choose the 'Customer Loyalty NPS' survey template for its industry-standard approach.
    • Select 'Email' as your delivery method, although a web option is also available.

  3. Customizing the Survey:

    • Personalize the survey's email settings, including the language, company name, and sender details.
    • Edit the survey's greeting to make it more personal, while keeping the core NPS question unchanged to maintain standardization.

  4. Designing the Email Body:

    • Customize the email body to reflect your brand's voice, ensuring the NPS question remains intact for consistent measurement.

  5. Tailoring Follow-Up Questions:

    • Adjust the follow-up questions for detractors, passives, and promoters to gather more nuanced feedback.

  6. Finalizing the Survey:

    • Choose your recipient list carefully, considering factors like customer engagement and purchase history.
    • Set the survey frequency and automate follow-up actions to efficiently manage responses.

  7. Launching the Survey:

    • Review your survey settings and send a test email to ensure everything is in order.
    • Once satisfied, publish the survey to start collecting valuable customer insights.

Implementing an NPS survey through HubSpot's Service Hub is a strategic move to enhance your understanding of customer satisfaction and loyalty. By following these steps, you can create a customized survey that resonates with your audience, providing you with actionable insights to drive your business forward. Remember, while knowledge is valuable, the real impact comes from applying what you've learned. So, take this knowledge and become the HubSpot hero your organization needs.