Conducting surveys plays a crucial role in gathering valuable insights and feedback from customers or target audiences. One could do it before launching a new business or product to gather market insights and public reaction. Or a survey could be conducted to check customer loyalty, customer satisfaction, or customer service. All these can be conducted using your HubSpot platform.
Of course, custom surveys can be created in HubSpot as per your requirements. But we have seen businesses making a mistake by conducting unnecessary surveys and bombarding the customers with questions. Always remember you are asking for the customer’s time. Consider your customer’s time a crucial asset. Please don’t take it until it is utmost necessary for your business.
And, always find a way to make it a quick survey so that you get what you want without taking much of your customer’s time.
Three Types of Popular Surveys to Conduct in HubSpot
Loyalty Survey
A loyalty survey is a research tool used by businesses to measure the level of customer loyalty and commitment to their brand.
It typically consists of questions designed to assess customers' willingness to continue purchasing products or services from the company, their likelihood to recommend the brand to others, and their overall satisfaction and engagement.
These surveys can be emailed or displayed on webpages with your HubSpot tracking code.
To set up a customer loyalty survey, follow these steps:
Access your HubSpot account and go to Service > Feedback Surveys.
Create, clone, or edit a survey using the following options:
- Click "Create survey" in the upper right corner to create a new survey.
- To clone an existing survey, hover over the survey and click the "More" dropdown menu, then select "Clone."
- To edit a current survey, hover over the survey and click "Edit."
Customer Support Survey
The Customer Effort Score (CES) is a metric that evaluates the ease customers experience when interacting with your customer support. Using a seven-point scale ranging from "Strongly agree" to "Strongly disagree," CES surveys allow customers to score their support experience with your representatives.
To set up a customer support survey, follow these steps:
Access your HubSpot account and go to Service > Feedback Surveys.
You can make changes or delete an existing survey using the following options:
- To edit, hover over the survey and click "Edit."
- To delete, hover over the survey, click the "Actions" dropdown menu, and then select "Delete."
- Click "Create survey" in the upper right corner to create a new survey.
- Select "Custom survey" on the next page and click "Next."
Customer Satisfaction Survey
Customer satisfaction (CSAT) scores provide insights into customers' satisfaction with a product, service, or overall experience.
They measure the sentiment and perception of customers towards their interactions with a brand. Utilize customer satisfaction surveys to collect feedback from contacts regarding their experiences with your business.
These surveys can be sent via email or chat or displayed on web pages with your HubSpot tracking code.
To set up a customer satisfaction survey, follow these steps:
Access your HubSpot account and go to Service > Feedback Surveys.
Create, clone, or edit a survey using the following options:
- Click "Create survey" in the upper right corner to create a new survey. Select "Customer satisfaction" on the next page and click "Next" in the upper right corner.
- To clone an existing survey, hover over the survey and click the "More" dropdown menu, then select "Clone."
- To edit an existing survey, hover over the survey and click "Edit."
