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Gracjan Kasprzyk
Gracjan Kasprzyk, HubSpot consultant

HubSpot NPS and CSAT Surveys

CSAT after a ticket and NPS during the relationship, with low scores sent to the account manager as a task.

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  • phaseImplementation
  • engagementProject
  • productService Hub

The problem this solves

A customer cancels the contract, and the account manager is caught off guard because the account looked fine. Someone once ran an NPS survey in a separate tool, and nobody went back to it. Each account manager scores customers in their own spreadsheet.

How I work

First, we decide which survey fits which moment (CSAT after a ticket closes, NPS during the relationship, CES after onboarding) and who responds to the answers. I suggest starting with one survey and adding more once the follow-up on the first one works.

In Service Hub, I set up the surveys and workflows. A low score creates a ticket or task for the account manager, and the account manager can ask customers who score high for a review or reference. From data already in HubSpot (tickets, survey results, customer activity), I build a customer health score property that account managers sort by. The weight of each element is visible. I train account managers on the dashboard, in 1.5-2 hour sessions.

What you get

  • A survey plan with type, timing and recipients
  • NPS, CSAT and CES surveys in Service Hub
  • A task for the account manager after a low score
  • A list of customers to ask for a review
  • A customer health score with visible weights
  • An account manager dashboard and written response rules

What people ask before a quote

Should we launch NPS, CSAT and CES at once?

Usually not. Start with the survey that answers your most important question. CSAT measures service, and NPS measures the customer relationship. Too many surveys lower the response rate.

Our surveys run in another tool. Why move them?

In HubSpot, the answer is saved on the customer and can create a task or change the health score right away. If your current tool has a HubSpot integration, I can connect it. Native surveys don’t need one.

How long does it take to launch surveys and a health score?

It depends on the number of surveys, the data available in HubSpot and how many people respond to the answers. I’ll give you a timeline after reviewing your portal.

What usually goes with this service 3

Service Hub

HubSpot Knowledge Base and Customer Portal

Customers find answers to common questions and check ticket status without sending an email.

Learn more
Service Hub

HubSpot Customer Agent Setup

A Breeze agent answers chat from your knowledge base and hands harder cases to a person with the full conversation.

Learn more
Service Hub

HubSpot Help Desk Implementation

Your service team sees tickets from email, chat and forms, the SLA deadline and customer history in one view.

Learn more

Let’s check whether this service fits your situation

After you submit the form, you pick a time in my calendar. I prepare the scope and a quote after the call.

Gracjan Kasprzyk
Your call is with Gracjan Kasprzyk