Hupspot Guide to NPS Analysis

Net Promoter Score (NPS) is one of the fastest ways to understand customer loyalty, and using Hubspot-style workflows can help you turn survey results into clear, repeatable insights. This guide walks through how to analyze NPS data, interpret scores, and build an action plan that improves customer experience.

What NPS Analysis Is and Why Hubspot Teams Use It

NPS analysis is the process of reviewing survey scores and feedback to understand how likely your customers are to recommend your product or service. Service and success teams that work with Hubspot-like tools rely on NPS to:

• Measure customer loyalty over time.
• Identify at-risk accounts before they churn.
• Highlight promoters who can fuel referrals and case studies.
• Align service, product, and marketing around customer voice.

The standard NPS question asks customers, on a scale of 0–10, how likely they are to recommend your company. Based on their rating, customers fall into three groups:

• Promoters (9–10): Loyal enthusiasts who drive growth.
• Passives (7–8): Satisfied but not enthusiastic; at risk of switching.
• Detractors (0–6): Unhappy customers who may churn or leave negative reviews.

How to Calculate NPS with a Hubspot-Inspired Workflow

Whether you use Hubspot or another platform, the math behind NPS is always the same. You calculate NPS as a single number that can range from -100 to 100.

1. Collect responses

   Run an NPS survey that captures numerical scores and, ideally, an open-text follow-up question like “What is the main reason for your score?”

2. Classify each respondent

   Tag each response as promoter, passive, or detractor based on the 0–10 scale.

3. Compute percentages

   Calculate the percentage of promoters and the percentage of detractors.

4. Subtract detractors from promoters

   NPS = % of promoters – % of detractors.

For example, if 60% of respondents are promoters and 20% are detractors, your NPS is 40.

Interpreting NPS Scores in a Hubspot-Oriented Service Team

Raw NPS numbers are only a starting point. To draw meaningful conclusions, you must interpret your score in context.

Benchmarking NPS for Hubspot-Style SaaS Companies

Many SaaS and subscription companies that resemble Hubspot’s model aim for a positive NPS, with 30–50 often seen as strong and 70+ considered exceptional. However, benchmarks vary widely by industry.

• Compare your NPS to competitors and industry reports.
• Track your own historical trend instead of fixating on a single survey.
• Look at NPS by customer segment, not just a global average.

Segmenting NPS Results in Hubspot-Like Reports

Segmentation is where NPS analysis becomes actionable. Rather than viewing one overall score, break down NPS in ways that mirror a Hubspot reporting dashboard:

• Customer lifecycle stage (onboarding, active, renewal).
• Plan or pricing tier.
• Product line or feature usage.
• Region, industry, or company size.

These views show you which customers are thriving and which groups need attention, enabling targeted follow-up rather than generic fixes.

How to Analyze NPS Comments Using a Hubspot Framework

The qualitative comments attached to NPS scores often matter more than the numbers. Support and success teams inspired by Hubspot practices usually follow a structured process to extract insight from text responses.

Step 1: Clean and Organize Your Data

Start by gathering all NPS feedback into a central, filterable view similar to a Hubspot contact list or feedback report. Then:

• Remove duplicates and test responses.
• Standardize fields such as date, region, and owner.
• Ensure every comment is linked to the corresponding score.

Step 2: Create Thematic Tags

Next, build a consistent set of tags to group comments into themes. Many teams following a Hubspot-style process will create tags around:

• Product usability and reliability.
• Customer support responsiveness.
• Pricing and contract terms.
• Onboarding and training quality.
• Feature requests and integrations.

Apply one or more tags to each comment. This turns unstructured text into structured data that can be charted and reported.

Step 3: Combine Quantitative and Qualitative Views

Once tagging is complete, you can slice NPS results the way Hubspot service dashboards would:

• NPS by theme (for example, how many detractors mention support).
• Top reasons promoters give you high scores.
• Leading causes of churn risk among detractors.

This combined analysis reveals exactly which experiences drive loyalty and which issues create frustration.

Building an NPS Action Plan with a Hubspot Mindset

The real value of NPS analysis comes from acting on what you learn. Use your insights to design a structured action plan.

Prioritize Issues by Impact and Effort

Create a simple impact–effort matrix, a common technique among teams that run Hubspot service playbooks:

• High impact, low effort: Quick wins; fix these first.
• High impact, high effort: Major projects; roadmap them with leadership.
• Low impact, low effort: Tidy-up items for backlog.
• Low impact, high effort: Usually deprioritize.

Map each NPS theme and request to one of these quadrants. This keeps your organization focused on the most meaningful improvements.

Design Targeted Plays for Promoters, Passives, and Detractors

Borrowing from the way Hubspot service teams set up workflows, build different response strategies for each NPS group:

• Promoters: Invite them to referral programs, case studies, and reviews. Ask what keeps them loyal and reinforce those strengths.
• Passives: Follow up to learn what is missing. Offer training, tips, or features that lift them into promoter territory.
• Detractors: Respond quickly with personal outreach, clear timelines for fixes, and escalation paths when needed.

Reporting NPS to Stakeholders the Way Hubspot Teams Do

Stakeholders need simple, repeatable views of NPS performance. Reporting in a Hubspot-aligned style typically includes:

• A headline NPS number for the latest period.
• Trend lines showing NPS over time.
• Breakdowns by segment, region, and product.
• Top positive and negative feedback themes.
• Current and planned initiatives tied to NPS insights.

These reports should be shared regularly with leadership, support, success, product, and marketing so every team works from the same customer truth.

Next Steps and Additional Resources

If you want to see how a major platform approaches this topic, review the original NPS analysis article from Hubspot at this resource. It offers a deeper look at how service leaders think about scores and feedback loops.

For help implementing NPS analysis, CRM automation, or customer feedback strategies aligned with Hubspot best practices, you can also consult specialists at Consultevo, who focus on customer experience and data-driven optimization.

By combining structured NPS analysis with clear follow-up actions, your team can reduce churn, increase referrals, and build a customer journey that continuously improves over time.

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.

Scale Hubspot

“`