How to Send a Customer Support Survey in HubSpot
Using HubSpot to send a customer support survey helps you measure satisfaction after each interaction and improve your service process based on clear, structured feedback.
This guide walks you through configuring, sending, and managing a support survey so you can collect actionable insights from your customers.
What a Customer Support Survey in HubSpot Does
A customer support survey measures how helpful your support team was during a recent interaction. It is triggered after a ticket is closed and asks contacts to rate their experience and add comments.
Key benefits include:
- Capturing customer sentiment immediately after a support case is resolved.
- Identifying common issues and friction points.
- Monitoring individual and team performance over time.
- Feeding feedback into your continuous improvement process.
By managing this process inside HubSpot, you keep feedback connected to tickets, contacts, and reports in a single system.
Accessing the Customer Support Survey Tool in HubSpot
To start, you first need to open the feedback survey settings inside your account.
- Sign in to your HubSpot account with the correct permissions for feedback tools.
- Navigate to the main menu and go to Service > Feedback Surveys.
- On the feedback dashboard, select the option to create a new survey.
You will see several survey types. Choose the dedicated customer support survey option to measure the quality of support interactions.
Choosing the Delivery Channel in HubSpot
You can send a customer support survey through email or live chat, depending on how you interact with customers.
HubSpot Customer Support Survey via Email
Email is ideal when most cases are handled via tickets, phone calls, or offline channels. With email, contacts receive a survey message after their case is closed.
To set up the email option:
- Select the customer support survey template.
- Choose Email as the delivery method.
- Confirm the connected email address that will send the survey.
After setup, the survey email is automatically triggered based on your chosen settings, which you define in the following steps.
HubSpot Customer Support Survey via Chat
If your team supports customers in live chat, you can display the survey in the chat widget when the conversation ends.
To configure the chat option:
- Select the customer support survey template.
- Choose Chat as the delivery channel.
- Connect the survey to the appropriate chat channel or inbox.
This approach lets customers rate their experience on the spot, without leaving the conversation window.
Configuring the Survey Questions in HubSpot
Once you pick your channel, the next step is defining the survey content. The default customer support survey includes a main rating question and optional follow-up questions.
Typical elements you configure include:
- Rating scale: Choose the style (e.g., emoji faces or numeric scale) to measure satisfaction.
- Main question: For example, “How did our support team do in helping you today?”
- Follow-up question: An open text field asking why they gave that rating.
- Language and localization: Adjust labels and messages to match your audience.
Carefully review the wording. Clear, concise text in your HubSpot survey increases response rates and yields more useful comments.
Customizing Survey Design and Branding
A consistent look builds trust and encourages participation. Inside the survey editor you can:
- Apply your logo and brand colors.
- Adjust fonts and basic layout options.
- Edit the header, body copy, and button labels.
- Review how the survey will appear on desktop and mobile.
Make sure the visual style matches your wider HubSpot emails, chat widgets, and website for a unified customer experience.
Setting the Audience and Filters in HubSpot
Next, define who should receive your support survey and under which conditions.
Define Eligibility Rules in HubSpot
Use filters to ensure that only relevant contacts get the survey. Common options include:
- Ticket status: Send the survey only after a ticket is moved to a closed status.
- Ticket pipeline: Limit surveys to specific pipelines or support teams.
- Recent activity: Avoid sending multiple surveys to the same contact within a short period.
- Contact properties: Segment by region, lifecycle stage, or customer type.
Defining precise rules in HubSpot prevents fatigue and keeps feedback closely tied to meaningful interactions.
Choose Frequency and Timing
You can control how often and when surveys are sent. Typical options are:
- Delay after ticket closure: For example, send the survey 1 hour or 1 day after the ticket is closed.
- Maximum frequency: Restrict how often the same contact can receive a support survey.
- Business hours considerations: Time delivery to align with your customers’ local time zones when possible.
Thoughtful timing improves open and completion rates while keeping your survey process respectful of customers.
Writing Email or Chat Copy in HubSpot
Your survey invitation message should be short, clear, and customer-focused. When editing copy in the HubSpot editor:
- Briefly explain why you are asking for feedback.
- Reassure contacts the survey only takes a moment.
- Highlight how their input improves your support.
- Use a straightforward call to action such as “Rate your experience.”
Always preview the email or chat message so you see exactly what customers will receive.
Reviewing and Testing the Survey in HubSpot
Before you make the survey live, validate every step inside your account.
- Use the preview mode to check layout, wording, and branding.
- Send a test email to internal team members or test the chat flow.
- Confirm that links, rating buttons, and comment fields work correctly.
- Verify the audience rules by confirming which sample contacts qualify.
Testing ensures your HubSpot survey behaves exactly as expected once it is live for customers.
Publishing and Managing Your Survey in HubSpot
After testing, publish the survey and monitor how it performs over time.
Activate the Customer Support Survey
To go live:
- Click Review and Publish in the survey editor.
- Confirm your channel, audience, and timing settings.
- Turn the survey on so it starts sending automatically when conditions are met.
Your HubSpot account will now send the survey based on the rules you configured, without additional manual effort from your team.
View Responses and Reports in HubSpot
Once responses arrive, you can analyze them from the survey dashboard.
- Track overall satisfaction and average ratings.
- Filter results by ticket owner, pipeline, or date range.
- Read individual comments to understand specific issues.
- Drill into contact and ticket records linked to each response.
Use these insights to coach team members, refine processes, and update help content.
Best Practices for Ongoing Optimization in HubSpot
To keep your customer support survey effective, revisit and adjust it periodically.
- Review wording every few months and remove jargon.
- Experiment with different follow-up questions to elicit richer comments.
- Align survey triggers with updates to your ticket pipelines.
- Share key metrics with leadership and your support team.
A disciplined review cycle ensures that HubSpot remains a central hub for understanding and improving customer satisfaction.
Resources and Next Steps
For the official, most up-to-date product instructions from the source, consult the HubSpot Knowledge Base article used for this guide: How do I send a customer support survey?
If you need strategic help designing survey programs, optimizing HubSpot implementations, or scaling customer experience reporting, you can explore expert consulting and resources at Consultevo.
By combining a well-configured customer support survey in HubSpot with regular analysis and process improvements, you build a feedback loop that continuously strengthens your support operations and overall customer experience.
Need Help With Hubspot?
If you want expert help building, automating, or scaling your Hubspot , work with ConsultEvo, a team who has a decade of Hubspot experience.
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