What is it?
Two new CRM reporting cards integrate directly into Company and Contact record pages, displaying average Net Promoter Score (NPS) ratings and Customer Satisfaction (CSAT) scores from HubSpot feedback survey responses.
Why does it matter?
These cards provide immediate visibility into customer sentiment at the individual contact and company level, enabling data-driven relationship management and proactive customer success strategies.
- Identify relationship health at a glance: View sentiment trends directly on contact and company records to quickly spot advocates and at-risk accounts
- Enable targeted engagement: Use sentiment data to personalize outreach, such as appreciation campaigns for high NPS contacts or retention efforts for low CSAT scores
- Track satisfaction over time: Monitor monthly trends to identify patterns and address satisfaction dips before they impact retention
How does it work?
Adding the cards:
- Navigate to a Company or Contact record page
- Click Customize record
- Select Add cards
- Search for Average NPS Rating and Customer Satisfaction Score (CSAT)
- Add the desired card(s) to your record page
Using the data:
- Overall scores: View the all-time average of feedback responses (NPS: 0-10 scale, CSAT: 0-2 scale)
- Monthly trends: Analyze month-over-month sentiment changes via interactive charts
- AI insights: Access AI-powered report summaries to help analyze chart data and identify key trends
- Automatic filtering: Cards display feedback submissions automatically filtered by contact ID (for contact records) or company ID (for company records)
Prerequisites: Feedback surveys must be set up and collecting responses for data to appear in the cards.
Who gets it?
Service Hub Professional, Service Hub Enterprise
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