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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 make them happier — so they stay with you longer.

Overview

This service helps you turn customer feedback into your competitive advantage. We’ll help you set up and customise HubSpot’s Feedback tools — including NPS, CSAT,  and integrate them into your customer journey. From strategy to automation and reporting, we make it easy to listen, learn, and act.



Benefits & Outcomes

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

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.

Pinpoint Customer Pain Points & Opportunities

Move beyond assumptions. Our service helps you set up targeted surveys (like NPS and CSAT) 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.

Drive Product & Service Improvement

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

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.




Empower Data-Driven Decisions

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.


Gain a Competitive Advantage

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

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.


Inclusions

Getting you set up to run your marketing operations using HubSpot, and enjoy maximum ROI from the
 inbound methodology.

Enquire about this product
Tiers
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 CSAT
Custom Automations (eg. escalations) -
Reporting -
Custom Design (limited) - - -
HubSpot License Requirements
User Admin

Process overview & timeline

Week 1Week 1-2Week 2Week 3+
Design
Week 1
Design
Figma Design
Delivery
Week 1-2
Delivery
Assets Provided
Deployment
Week 2
Deployment
Go Live!
Optimise
Week 3+
Optimise
Success / Support

Our Team & Roles

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

  • 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

  • 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

  • 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