How to Create NPS Surveys with HubSpot Service Hub

Obtaining customer feedback can be challenging at times, but that feedback is significantly helpful in improving your business–particularly regarding customer service. Fortunately, NPS surveys simplify the customer feedback process, and tools are available to make this process even easier. 

To gain valuable customer feedback, here's what you need to know about creating NPS surveys in the HubSpot Service Hub. 

What is an NPS Survey?

NPS (Net Promoter Score) Surveys measure customer satisfaction and loyalty by asking customers to rate their likelihood of recommending a product or service to others on a scale of 1-10. NPS Surveys provide valuable insights into customer perceptions and can help businesses identify areas of improvement.

NPS Surveys in HubSpot Service Hub

The HubSpot Service Hub is a customer service and support platform that allows businesses to manage customer interactions and improve the overall customer experience. With HubSpot Service Hub, businesses can create and send NPS Surveys to customers, track and analyze survey results, and use the data to improve customer service. 

Setting Up Your Survey

Once you're ready to set up your first NPS Survey in HubSpot, follow these steps:

1. Log into your HubSpot account and navigate to the Surveys & Feedback section.

2. Select "Create Survey” and choose the "NPS" template.

3. Customize the survey form by editing the survey questions and possible responses. You can also add additional questions if needed.

4. Set up triggers to send the survey to specific customers or segmented groups of customers. You can send the survey based on certain conditions, such as after a customer support ticket is closed or a customer makes a purchase. 

5. Set up automatic follow-up actions based on the customer's response, such as sending follow-up emails to customers who gave a low NPS score. 

6. Test the survey by sending it to a few test customers before sending it out to your entire customer base.

7. Once the survey is ready, send it to your customers and wait for the results. 

8. Use the analytics tool in HubSpot Service Hub to measure and analyze the survey results, identify trends and areas for improvement, and track and effectiveness of changes made over time. 

9. Use the feedback and suggestions from the NPS survey responses to improve customer service and continuously monitor the NPS scores to ensure improvement in customer satisfaction. 

Survey Questions to Consider Using

The default NPS survey question on HubSpot is "On a scale of 0-10, how likely are you to recommend our product/service to a friend or team member?" While you can customize the question as per your needs, there are some other common questions that you may consider using, such as:

• What is the primary reason for your score?

• What can we do to improve your experience?

• How satisfied are you with the product/service overall?

• How satisfied are you with our customer service?

• What specific features/aspects of the product/service do you like or dislike?

• How likely are you to continue using our product/service?

• How does our product/service compare to our competitors?

While these are commonly used and helpful questions, it's important to remember that the questions you ask in your NPS survey should be relevant to your business. As such, they should be designed to gather the information you need to improve your specific customer experience. 

Analyze NPS Survey Results in HubSpot

Once you receive your NPS survey results, you'll want to analyze them. After all, the results are useless until you understand them and begin using them to change your habits and improve the customer experience.

The Net Promoter Score is a customer loyalty metric commonly used to measure customer satisfaction and gauge their willingness to recommend a product or service to others. The NPS scale typically ranges from -100 to +100.

The NPS score itself is determined by surveying customers and asking them to rate, on a scale of 0 to 10, with 0 being the worst and 10 being the best, how likely they are to recommend a company, product, or service to others. Based on their responses, customers are then categorized into three groups: promoters (9-10 rating), passives (7-8 rating), and detractors (0-6 rating). The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Customers who give a rating of 7-8 do not get calculated into the final NPS score; see the image below as an example.

However, it is important to note that NPS scores below zero are generally considered low, indicating a higher proportion of detractors compared to promoters. Scores greater than 0 are considered good, and scores above 50 are considered excellent. 

Next, it's time to use HubSpot's analytics tools to measure and analyze your survey results. Within the HubSpot Service Hub, you can access several analytics tools to view and analyze the survey results. Here are a few ways you can use these tools to track and compare the results of your surveys:

• View the results: Once a survey is complete, you can view the results by navigating to the Surveys & Feedback section. From there, you can see the overall NPS score, the breakdown of responses by Promoters, Passives, and Detractors, and the result of each question on the survey. 

• Track the scores: If you conduct NPS surveys regularly, you can track the scores over time and see how customer satisfaction changes. This can help you identify trends and patterns in customer feedback, such as common complaints or areas of dissatisfaction. 

• Compare results: You can also compare the results of different surveys to see how customer satisfaction changes over time. This can help you identify the effectiveness of changes you make in customer service and track the progress over time. 

• Drill down into the data: HubSpot also allows you to drill down into the data to understand the feedback from specific groups of customers or specific locations. This can help you identify areas of improvement in specific segments of your customer base. 

When comparing results, it is remarkable to study the differences in scores by industry. The following examples from trustmary: 

2021 B2C Industry NPS Benchmarks

2021 B2B Industry NPS Benchmarks

By using these tools in the HubSpot Service Hub, you can better understand customer perceptions and use that information to improve the overall customer experience. Monitoring your trends over time should trigger the necessary improvements for best-in-class customer service.

Improving Customer Services with NPS Surveys

Once you have collected and analyzed the data from your NSP survey, it's time to use the feedback and suggestions to improve your business's customer service. It's important that when implementing change, you prioritize the most pressing issues and make changes that will have the biggest impact on the customer experience and your business as a whole. 

After you implement these changes, be sure to continue conducting your NPS surveys regularly. This will help you measure the impacts of your changes and determine whether they've been effective or need additional tweaking. In doing so, you can continuously monitor and improve your NPS scores and the customer experience. 

NPS surveys as a valuable tool for measuring customer satisfaction and identifying areas for improvement within your organization. HubSpot Service Hub provides an easy way for companies to create, send, and analyze NPS surveys and use the data to improve their customer service. If you're looking for an easy, cost-effective method to review and improve your customer service efforts, consider using an NPS Survey from HubSpot Service Hub.