NPS Survey Follow Ups in HubSpot
Not everyone completes our Net Promoter Score (NPS) survey on the first request.
The goal of NPS follow-ups is to gently remind customers to share their feedback, so we can better understand their experience and identify opportunities to improve.
You should complete NPS follow-ups for contacts who haven’t submitted the survey within 5 days of receiving the final reminder.
Typically, HubSpot’s automation will send:
- Initial NPS survey: Automatically triggered at any one of the designated stages (Signing Contract, Settlement, Living in Development).
- Follow-ups: Sent via 2 different emails and 1 SMS. Average time between emails is 5-7 days.
How to Access Non-Respondents in HubSpot
View Properties
Name: Full name of the purchaser.
NPS Follow-Up Status: To be used by Cedar Woods sales associates when following up with customers who have not responded, for tracking purposes. Properties below.
| Not Contacted | The purchaser has not yet been contacted regarding the NPS survey. |
| Called - No Answer | A phone call was made, but the purchaser did not answer. A voicemail may have been left if applicable. |
| Called - Spoke with Client | The sales associate successfully spoke with the purchaser about the NPS survey. |
| Emailed Survey Link | The purchaser was sent an email containing the NPS survey link as part of the follow-up process. |
| Survey Submitted | The purchaser has completed and submitted the NPS survey. No further follow-up is required. This will be updated automatically and these people will be removed from view. |
| Opted Out / Declined | The purchaser declined to participate or requested not to be contacted regarding the NPS survey. Alternatively, sales associate could not get through to the contact. |
Last NPS Survey Type: Indicates which stage of the purchaser journey the most recent NPS survey relates to. Options with links below.
| 1. Contract Signing | Sent 2 days after the purchaser signs their contract to gather feedback on their sales experience and the purchasing process. | https://survey.hsforms.com/1Xp57CH3XSnCFENNH5qBUog4n2ip |
| 2. Post Settlement |
Sent 2 days after settlement to understand the purchaser’s experience during handover and their satisfaction with the overall journey. Different versions for Land/House and Land vs Built Form. |
Land / House and Land: https://survey.hsforms.com/1m0s2bya_QDG7LD_wueuLWA4n2ip Built Form: https://survey.hsforms.com/1dCOQQposRqe1_lgS5fVLYw4n2ip |
| 3. Living in Development |
Sent after the purchaser has moved into the development to capture feedback on their living experience and community satisfaction. Different versions for Land/House and Land (18 months after settlement) vs Built Form (3 months after settlement. |
Land / House and Land: https://survey.hsforms.com/1bhIm65pnQp2sf9VX5daueQ4n2ip Built Form: https://survey.hsforms.com/18fYREq17TkmRa2rWEV3VNg4n2ip |
Last NPS Survey Status: Shows the status of the most recent NPS survey, explaining why it was not successfully delivered or completed.
Note: If the email has bounced or is listed as invalid, check this email against the email in CRM - sometimes they do not match.
| No Response | The NPS survey was successfully delivered to the purchaser, but no response was received. |
| Delivery Failed - Bounced | The survey email could not be delivered because the recipient’s email server rejected it (soft or hard bounce). |
| Delivery Failed - Email Invalid | The survey email failed because the purchaser’s email address is invalid or formatted incorrectly. |
| Delivery Failed - Email Unknown | The survey email failed because the email address does not exist or could not be found on the recipient’s mail server. |
| Delivery Failed - Other Error | The survey email failed to send due to an unspecified or technical error unrelated to the email address itself. |
Email: Displays the purchaser's email address as recorded in HubSpot.
Phone Number: The mobile number of the purchaser as recorded in HubSpot.
Last NPS Survey Project ID: Records the unique ID of the project in which the purchaser bought their property.
Contact → Deals: Links the contact record to associated sales/enquiry record. You can view specific details such as lot numbers, stages, and other deal information.