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Mid-onboarding NPS check-in

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.

Contact7 stepsUpdated for HubSpot seat pricing
OutcomePartway through onboarding, the primary contact gets an NPS survey, and a low score routes straight to the CS manager instead of waiting for the standard quarterly relationship survey to catch a problem.
Workflow mapcustomer-onboarding-042
Onboarding Start Date on contact known leads to Delay 14 business days. Delay 14 business days leads to Send NPS survey. Send NPS survey leads to Score received and <= 6?. Score received and <= 6? leads to Yes: Escalate to CS manager; No: End, no escalation. Escalate to CS manager leads to Set NPS Escalated, create follow-up task. Yes No Onboarding Start Date on contact known Delay 14 business days Send NPS survey Score received and <= 6? Escalate to CS manager End, no escalation Set NPS Escalated, create follow-up task
Onboarding Start Date on contact known leads to Delay 14 business days. Delay 14 business days leads to Send NPS survey. Send NPS survey leads to Score received and <= 6?. Score received and <= 6? leads to Yes: Escalate to CS manager; No: End, no escalation. Escalate to CS manager leads to Set NPS Escalated, create follow-up task. Yes No Onboarding Start Date on contact known Delay 14 business days Send NPS survey Score received and <= 6? Escalate to CS manager End, no escalation Set NPS Escalated, create follow-up task

When to use it, when not to

Use it

  • Use it when onboarding typically runs 3 to 6 weeks and you want an early read on sentiment before go-live, separate from the post-kickoff CSAT in customer-onboarding-009 and the post-completion survey in customer-onboarding-020.
  • Use it alongside, not instead of, customer-onboarding-029 (low CSAT escalation on a ticket), the two catch feedback at different moments and on different objects.
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Skip it

  • Do not use it if onboarding runs less than 2 weeks end to end, a mid-point survey has no real gap from the final one and adds survey fatigue for no benefit.
  • Do not send this to a contact who has already left the company or changed role mid-onboarding, exclude contacts flagged inactive if your portal tracks that.
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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 · 7 numbered actions

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

Known pitfalls · 4

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

Test plan and UAT script · 3 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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