HubSpot Customer Feedback Surveys

HubSpot Customer Feedback Surveys are built-in NPS, CSAT, and CES tools, plus fully custom surveys, that collect feedback over email, on your website, or after a support interaction. Every response attaches to the contact record in Smart CRM, so a low score can trigger a ticket, a task, or a follow-up instead of sitting in a spreadsheet.

Custom report

SourceLeadsWon

LINE14238

Website form9621

Facebook7112

Referral4419

What it does

Three survey types, one customer record

Measure loyalty, satisfaction, and effort, then act on each response from the same place your team already works.

NPS surveys

Ask the standard 0 to 10 likelihood-to-recommend question and group responses into promoters, passives, and detractors.

CSAT surveys

Send a satisfaction survey after a support ticket closes to measure how that specific interaction landed.

Custom surveys

Build your own questions with multiple input types for onboarding check-ins, event feedback, or product research.

Email, web, and in-app delivery

Reach customers in the channel that fits the moment, from a post-purchase email to an on-site feedback widget.

Responses on the contact timeline

Each answer logs against the contact so anyone who opens the record sees the score and the comment in context.

Workflow follow-up

Use a response as an enrollment trigger so a detractor automatically becomes a ticket or a task for an owner.

From score to action

Read the trend, then close the loop

A feedback dashboard shows where satisfaction is moving and which interactions drag it down. Because every response sits on the customer record, the people who need to act can see the why behind the number.

Track NPS, CSAT, and CES over time in one view
Break results down by team, product line, or segment
Route detractors to an owner before they churn
Surface promoters who are ready for a review or referral ask

How to set it up

Launch a feedback survey in HubSpot

Pick the survey typeUnder Service, choose Feedback Surveys and select NPS, CSAT, CES, or a custom survey based on what you want to measure.
Choose the delivery methodDecide whether the survey goes out by email, shows on your website, or appears in your support experience, and write the question and follow-up.
Set the recipients and timingTarget a contact list or trigger off an event such as a closed ticket so the survey lands at the right moment in the journey.
Connect the follow-upBuild a workflow that enrolls on a response, for example creating a ticket for any detractor and assigning it to the right team.
Review the dashboardWatch the score trend, read the open comments, and adjust the experience that the feedback points to.

Part of the Service Hub toolkit

Feedback surveys work alongside the rest of Service Hub to keep service teams focused on the customers who need attention.

FAQ

Common questions

What survey types does HubSpot include?

HubSpot ships three built-in formats: NPS to measure loyalty, CSAT to measure satisfaction after an interaction, and CES to measure how much effort a task took. You can also build a fully custom survey with your own questions and input types for onboarding, events, or product research.

How are survey responses tied to the customer record?

Every response attaches to the contact in Smart CRM and shows on that person’s timeline. Anyone who opens the record sees the score and the comment in context, which means feedback informs the next sales or support conversation instead of living in a separate tool.

Can I trigger follow-up actions from a survey response?

Yes. A response can enroll a contact in a workflow, so a detractor can automatically become a support ticket assigned to an owner, while a promoter can route to a review or referral ask. This is the difference between collecting a score and acting on it.

How do I send a CSAT survey after a support ticket closes?

Create a CSAT survey and set it to trigger when a ticket reaches a closed stage. The customer receives the survey right after the interaction, which tends to give a more accurate read than a generic survey sent days later. Results then flow back to the same ticket and contact.

Is it suited to teams in Thailand and Southeast Asia?

Surveys can be written and delivered in the language your customers use, including Thai, and sent by email or shown on your site. For teams that handle a lot of conversations on LINE, pairing feedback surveys with a connected inbox keeps the loop running across the channels SEA customers actually use.