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NPS detractor auto-creates internal alert task

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.

7 steps
Per-hub plans: also Marketing Hub Professional

On per-hub plans, one of its steps belongs to another subscription: add to static list needs Marketing Hub Professional. Both are required to build it as written. On seat pricing the edition covers both.

Updated for HubSpot seat pricing
OutcomeThe moment a contact answers a Net Promoter Score survey as a Detractor, the account owner and the CS team get a task and a notification, instead of the response sitting unread in a report.
Workflow maprenewal-expansion-003
Contact submits NPS survey response leads to Response category = Detractor?. Response category = Detractor? leads to no: No action; yes: Create task for owner. Create task for owner leads to Notify owner. Notify owner leads to Set Churn Risk Flag = true. Set Churn Risk Flag = true leads to Add to NPS Detractors list. Add to NPS Detractors list leads to Owner unknown?. Owner unknown? leads to yes: Notify CS team queue; no: Done. no yes yes no Contact submits NPS survey response Response category = Detractor? No action Create task for owner Notify owner Set Churn Risk Flag = true Add to NPS Detractors list Owner unknown? Notify CS team queue Done
Contact submits NPS survey response leads to Response category = Detractor?. Response category = Detractor? leads to no: No action; yes: Create task for owner. Create task for owner leads to Notify owner. Notify owner leads to Set Churn Risk Flag = true. Set Churn Risk Flag = true leads to Add to NPS Detractors list. Add to NPS Detractors list leads to Owner unknown?. Owner unknown? leads to yes: Notify CS team queue; no: Done. no yes yes no Contact submits NPS survey response Response category = Detractor? No action Create task for owner Notify owner Set Churn Risk Flag = true Add to NPS Detractors list Owner unknown? Notify CS team queue Done

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

When to use it, when not to

Use it

  • Use it on any account already running a native HubSpot NPS survey where detractor responses are not consistently followed up on.
  • Use it as the fast, contact-level alert; pair it with renewal-expansion-004 for a rolled-up account risk score once several signals exist.
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Skip it

  • Do not use it if the NPS survey is a plain custom form rather than a native Feedback Survey. Custom forms do not auto-classify responses as Promoter/Passive/Detractor, so the enrollment criteria below will not exist.
  • Do not treat a single detractor response as certain churn. Use it to trigger a conversation, not an automatic account status change.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 5 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 · 5

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

Test plan and UAT script · 4 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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