HubSpot customer feedback surveys not set up

Why it matters

Ticket counts and response times show how busy the team is, not how customers feel. Feedback fills that gap.

Survey results stored on contact and company records help account managers spot unhappy customers before renewal.

If surveys run in another tool, the results are not in HubSpot, so service reports and customer health views miss them.

How to find it in HubSpot

1. 1Open the feedback surveys tool in HubSpot, if your subscription includes it.
2. 2Check whether any surveys exist and whether they are active.
3. 3Ask the service lead whether surveys are sent from another tool.
4. 4Review a few recently closed tickets and their contacts for any recorded feedback.

How to fix it safely

1. 1Decide what you want to measure: satisfaction with a ticket, ease of getting help, or overall loyalty.
2. 2Start with one survey, such as a short satisfaction survey sent when a ticket closes.
3. 3If surveys run elsewhere, plan how the results will reach HubSpot.
4. 4Name an owner who reviews the results and acts on low scores.

How Ancil checks this

Rule

SERVICE-006

What it looks for

Runs when the portal has at least 20 tickets and the feedback submissions inventory is readable. Flags when no feedback submissions are found. This can be intentional if surveys are managed outside HubSpot.

Severity

Info.

Evidence shown

The ticket count and a feedback submission count of zero.

Governed fix

Not automated. Ancil does not create surveys. It reports the gap, and your team (or an INSIDEA expert) sets up feedback collection in HubSpot.

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