HubSpot Customer Feedback Request Workflow and Message Copy
Ask for feedback at the right time.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Plan a customer feedback workflow in HubSpot. The customer moments at which I want feedback (after onboarding, after a support ticket closes, after 90 days): [MOMENTS]. The survey or question I will use: [SURVEY_DESCRIPTION]. Contacts who must be excluded (open complaints, recent surveys, unsubscribed): [EXCLUSIONS]. For each moment define the trigger, delay, audience filter and message, and what happens to responses: a low score creates a task for a manager to call; a high score gets a thank-you and an optional review request. Limit how often one contact is asked, for example no more than once in 90 days. Write the invitation email in under 90 words with a subject line, a reminder after four days, a thank-you, and a follow-up for an unhappy response that apologises, states what happens next and gives a person's name. Test with test contacts and check timing, suppression, and that the task reaches the right owner. Measures: response rate (36 of 240 is 15 percent) and the share of low scores contacted within two working days. Say how answers are used and respect communication preferences [VERIFY local rules]. Mark feature names [VERIFY].
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