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Customer Feedback & Survey

Work with us to configure HubSpot Feedback to truly understand what your customers are thinking and spot opportunities to increase customer retention and satisfaction.

Overview

This service helps you transform customer feedback into a competitive advantage. Leverage us to customise HubSpot's feedback tools—including NPS, CSAT, and CES—to integrating them into your customer journey. From initial strategy to seamless automation and insightful reporting, we make it easy for you to listen, learn, and act on what your customers are saying.

Benefits & Outcomes

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  • Pinpoint Customer Pain Points & Opportunities
  • Empower Data-Driven Decisions
  • Drive Product & Service Improvement
  • Proactive Churn Prevention
  • Gain a Competitive Advantage
  • Automate Listening & Action
  • Boost Customer Retention & Loyalty

Pinpoint Customer Pain Points & Opportunities

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Move beyond assumptions. Our service helps you set up targeted surveys (like NPS, CSAT & CES) to uncover exactly where customers are struggling or where there are unmet needs. This insight is invaluable for identifying critical areas for improvement in your product, service, or customer journey.

Empower Data-Driven Decisions

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Replace guesswork with evidence. Our setup and reporting give your teams (marketing, sales, service, product) clear, quantifiable data on customer sentiment. This enables more confident, strategic decision-making across the entire organisation.


Drive Product & Service Improvement

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Turn feedback into actionable insights. By consistently collecting and analysing customer sentiment, you gain a direct roadmap for optimising your offerings, ensuring your products and services truly meet market demands and exceed customer expectations.

Proactive Churn Prevention

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Identify at-risk customers before they leave. By integrating feedback tools into key customer journey touchpoints, you can spot dissatisfaction early, trigger automated follow-ups, and enable your team to intervene proactively, transforming negative experiences into positive resolutions.




Gain a Competitive Advantage

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Businesses that truly understand and adapt to their customers' needs consistently outperform those that don't. By systematically collecting and acting on feedback, you build a customer-centric culture that gives you a significant edge in the market.

Automate Listening & Action

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Configure HubSpot Feedback to intelligently trigger surveys at key moments in the customer journey. Automate follow-up actions based on responses (e.g., alert a service rep for a low CSAT score, send a thank you to a high NPS score), ensuring you're always listening and responding efficiently.


Boost Customer Retention & Loyalty

Customer Feedback

By actively listening to your customers and acting on their feedback, you demonstrate that you value their opinion. This builds stronger relationships, fosters trust, and significantly increases the likelihood of customers staying with you longer and becoming loyal advocates.

Inclusions

Configure HubSpot Feedback to truly understand what your customers are thinking and spot opportunities to make them happier — so they stay with you longer.
Enquire about this service
Essentials
Bare basic setup of 2x NPS/CSAT Surveys using out of the box functions. No automation, just the surveys to capture feedback.
Essentials+
As per Essentials + basic automation and reporting.
Accelerator
As per EssentialsPlus + an additional survey.
Enterprise
As per Accelerator + additional surveys and more custom design (limited).
Configure NPS Configure NPS

< 1 Survey 

< 1 Survey 

< 1 Survey 

< 1 Survey 

Configure CSAT Configure CSAT

< 1 Survey 

< 1 Survey 

< 2 Surveys

< 5 Surveys

Custom Automations (eg. escalations) Custom Automations (eg. escalations)
Reporting Reporting
Custom Design (limited) Custom Design (limited)
HubSpot License Requirements HubSpot License Requirements

Service Pro+

Service Pro+

Service Pro+

Service Pro+

User Admin User Admin

Process overview & timeline

Week 1Week 1-2Week 2Week 3+
Design
Week 1
Design
Design Session
Develop
Week 1-2
Develop
Configuration
Deliver
Week 2
Deliver
Training & Go Live!
Drive
Week 1
Drive
Scheduling + Budget, risk & change management + Progress updates

Our Team & Roles

View our team
Project Management
Keeps everything on track.
project-icon
Project Management
Keeps everything on track.
CRM Lead

Enables CRM-powered customer insights.

CRM General
CRM Lead

Enables CRM-powered customer insights.

FAQs

Can we automate survey sending?

Absolutely, we configure HubSpot to send surveys automatically at key moments.

How is feedback linked to customers?

All feedback is tied directly to their contact record in HubSpot CRM.

Is it suitable for B2B or B2C?

Both! Our strategies adapt to B2B and B2C customer journeys.

What if we get negative feedback?

We set up automated alerts for your team to address negative feedback promptly.

Does this help identify loyal customers?

Yes, especially with NPS, we help identify your promoters for advocacy.

What is the difference between NPS and CSAT

These are industry-standard metrics for measuring customer sentiment

  • NPS (Net Promoter Score): Measures customer loyalty and likelihood to recommend your product/service (typically on a 0-10 scale). It's great for understanding overall customer relationships
  • CSAT (Customer Satisfaction Score): Measures immediate satisfaction with a specific interaction, product, or service (often on a 1-5 or happy/unhappy scale). Useful for transactional feedback.

How often should I send surveys to my customers?

The optimal frequency depends on the survey type and the customer journey stage.

  • Transactional surveys (CSAT): Should be sent immediately after a specific interaction (e.g., after a support call, after a purchase, after onboarding completion).
  • Relational surveys (NPS): Typically sent less frequently, such as quarterly, semi-annually, or annually, to gauge overall relationship health. We'll help you map out the best timing to maximise response rates and gather relevant insights without over-surveying your customers.

How does customer feedback integrate with our other HubSpot hubs (Sales, Marketing, Service)?

Since the feedback is collected directly within or linked to your HubSpot CRM, it becomes a central part of your customer's unified profile.

  • Service: Agents can view past survey scores before engaging with a customer, providing context.
  • Sales: Sales can see customer sentiment before renewals or upsell opportunities.
  • Marketing: Marketing can segment customers based on their loyalty (Promoters for advocacy campaigns, Detractors for re-engagement). This seamless integration ensures feedback informs every customer-facing interaction.

How can customer feedback data be integrated into our overall business strategy?

Customer feedback, when properly collected and analysed, becomes a core input for strategic decision-making across your business:

  • Product Development: Informing the product roadmap with highly requested features or identified pain points.
  • Marketing & Sales: Understanding customer needs and language for more effective messaging and lead qualification.
  • Service & Support: Optimising processes and training based on common support queries and areas of friction.
  • Overall Business Growth: Identifying opportunities for expansion, retention, and competitive differentiation based on what customers truly value. We help you set up reporting and dashboards to make these insights accessible to all relevant stakeholders.

How do we get our team to actually act on the feedback received?

Collecting feedback is only half the battle. Our service focuses on turning insights into action by:

  • Automating Alerts: Setting up triggers so relevant teams (service, product, sales) are instantly notified of specific feedback (e.g., a low CSAT score, a negative NPS comment).
  • Building Custom Dashboards: Creating accessible dashboards that highlight key trends and actionable insights for each team.
  • Implementing Workflow Automation: Designing workflows that assign tasks, create follow-up reminders, or escalate issues based on feedback.
  • Facilitating Closed-Loop Processes: Helping you establish internal processes for acknowledging feedback, acting on it, and (where appropriate) communicating back to the customer.

Testimonials

  • The team is process oriented, disciplined, and have mapped all our key processes and workflows to a level of detail that I have never seen done before. Very impressive. I highly recommend working with Hype & Dexter.

    Jek Tan
    CEO

    Integricity

  • The team are highly competent, reliable and have deep product expertise, they know HubSpot's product and team extremely well, resulting in a strong and effective working relationship.

    Fabio Pancaldi
    ANZ Sales and Partnerships Director

    HubSpot

  • I’m really proud of the company-wide adoption. It’s being used across sales, marketing, operations and customer service.

    Amrita Sidhu
    Managing Director

    Medianet

  • I’ve just always found that their problem solving and their ability to just come to the table with a solution has been genuinely quite a rare and satisfying experience.

    Andy Antonini
    Head of Customer Experience

    Coronation