What is HubSpot Service Hub and, what are its tools?
Discover HubSpot's service module, tools, how they automate the service team and improve the customer experience.
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6 min read
Por Alfonso Ramírez | May 29, 2025
6 min read
Por Alfonso Ramírez | May 29, 2025
Find out what HubSpot surveys are, what they are for, the types of surveys you can develop within the CRM and how they bring value to the customer.
HubSpot, by essence, has been characterized as a CRM with omnichannel functions, tools, and work modules that are very versatile and efficient, seeking to improve your company's processes and the experience in the cycle based on the customer. Therefore, in its customer journey. One of these essential modules is the service module, better known as the Service Hub.
Understanding what customers think, feel, and experience is essential for continuously improving products, services, and internal processes. HubSpot surveys make it possible to collect this information in a structured way, all within a platform that’s fully integrated with the rest of the CRM ecosystem. Each response becomes an opportunity for concrete action.
HubSpot offers a variety of survey types to fit different goals: from measuring overall satisfaction with NPS, assessing support quality with CES, to capturing feedback after a purchase through Customer Satisfaction surveys. These tools are designed to integrate seamlessly into the customer lifecycle and enable automated workflows based on responses.
By centralizing feedback data within HubSpot, companies can not only identify trends, but also trigger campaigns, generate tickets, or update contact properties based on each user's input. This guide explores how to get the most out of HubSpot surveys and turn feedback into strategic decisions.>
Within the Service, Hub is a tool that personalizes the approach with customers, studies their behavior, loyalty, commitment to your brand, satisfaction, and measures your teams' attention and support response. This tool is known as HubSpot's feedback survey.
In this blog, we will address this customer feedback software through the following topics:
What are HubSpot Feedback Surveys, and what is their purpose?
It's no secret that there is always a time when companies need to collect more information to analyze new behaviors of their customers and markets of interest to stay relevant and generate value for their customers or potential prospects.
At that moment, the organization will need to make studies and collect data to generate new statistics and reliable analytics to show with accurate data the current situation and the level of awareness that the customer perceives of your company.
What are the types of surveys that exist on HubSpot?
HubSpot's feedback surveys are essential to constantly measuring your marketing teams' monthly efforts to enrich the customer journey experience.
HubSpot has four types of survey models:
This type of survey follows the following processes:
Customer satisfaction surveys (CSAT): Make use of a customer satisfaction survey when you need to get feedback on any stage of your customer's experience that you want to dig deeper to evaluate your business practices for improvement.
If you want to know more about how to design or improve your customer experience I invite you to read our blog:
>> How should you improve the customer experience? <<
>> The power of customer experience design <<
>> Customer experience design in less than 700 words <<
Satisfaction surveys (CSAT) follow the following processes:
If you want to learn what HubSpot tracking code is and how to set it up in your HubSpot environment, I invite you to read the following HubSpot guide:
If you want to learn what HubSpot tracking code is and how to set it up in your HubSpot environment, I invite you to read the following HubSpot guide:
>> How to Install HubSpot tracking code? <<
Net Promoter Score or loyalty surveys can track the type of probability that a customer will recommend your company.
NPS surveys performance it is necessary to follow the following processes:
Why are feedback surveys important to generate customer value?
HubSpot's feedback surveys are a convenient tool to always keep in touch with the customer. It is to understand how they have perceived the quality of the experience they receive from our company, the perceived experience attention and the response of tickets, and the relationship with our brand for the last months or even years. These are responsible for nurturing them and generating value when perhaps they did not think of us, or otherwise, we are part of critical day-to-day stages.
Feedback surveys measure the performance of months of work and different efforts of the commercial departments (marketing, sales, and customer service, among others). Surveys can be of great importance when designing new strategies to address customer experience, and these function as base indicators for the latest techniques and planning to be carried out.
Surveys in HubSpot are more than just question forms—they're a strategic tool for listening to customers and responding with agility. Their integration with the rest of the CRM enables every answer to trigger actions and deliver value throughout the entire journey.
Having a tool that combines data collection, automation, and analysis in one place minimizes friction and gives a more complete view of customer behavior and perception. This helps teams respond in real time and build stronger relationships with each contact.
Making the most of HubSpot surveys means not only sending them, but also analyzing the results and acting accordingly. When feedback becomes an active part of the strategy, decisions become sharper, and growth becomes more sustainable.
If you are interested in learning more about how to create, segment, and develop strategies and measurements of your customer's experience and the relationship they have with your company, schedule a meeting with one of our consultants.
Discover HubSpot's service module, tools, how they automate the service team and improve the customer experience.
Find out what HubSpot playbooks are, how to use them and why they are indispensable guides for your company sales teams.
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