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Post-kickoff CSAT survey

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

Ticket3 stepsUpdated for HubSpot seat pricing
OutcomeAs soon as the kickoff call is logged as done, the customer gets a short satisfaction survey, giving CS an early read on the relationship instead of waiting for the end-of-onboarding NPS.
Workflow mapcustomer-onboarding-009
Kickoff Completed checked, survey not yet sent leads to Delay 2 hours. Delay 2 hours leads to Send Post-Kickoff CSAT email. Send Post-Kickoff CSAT email leads to Set CSAT Survey Sent = true. Kickoff Completed checked, survey not yet sent Delay 2 hours Send Post-Kickoff CSAT email Set CSAT Survey Sent = true
Kickoff Completed checked, survey not yet sent leads to Delay 2 hours. Delay 2 hours leads to Send Post-Kickoff CSAT email. Send Post-Kickoff CSAT email leads to Set CSAT Survey Sent = true. Kickoff Completed checked, survey not yet sent Delay 2 hours Send Post-Kickoff CSAT email Set CSAT Survey Sent = true

When to use it, when not to

Use it

  • Use it when onboarding runs through a ticket (see customer-onboarding-005) and the team wants a feedback checkpoint right after the first live interaction.
  • Use it when a Customer Satisfaction (CSAT) survey already exists in the Service Hub Feedback Surveys tool, this fiche assumes the survey is built, not that it creates one.
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Skip it

  • Do not use it if the kickoff is not a distinct, loggable event, for example fully self-serve onboarding with no call.
  • Do not use it if you already send a single onboarding-completion survey (customer-onboarding-020) and a second one right after kickoff would be survey fatigue for a short onboarding.
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The rest of this spec

Prerequisites · 6 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 3 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 5

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 2 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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