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NPS promoter triggers referral or case study request

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.

4 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
OutcomeA Promoter response on the NPS survey automatically queues the contact for a referral or case study ask, so the happiest customers get approached before the moment passes.
Workflow maprenewal-expansion-008
Contact submits NPS survey response, category = Promoter leads to Set Advocacy Stage = Referral asked. Set Advocacy Stage = Referral asked leads to Add to Case Study Candidates list. Add to Case Study Candidates list leads to Create task for contact owner. Create task for contact owner leads to Notify contact owner. Contact submits NPS survey response, category = Promoter Set Advocacy Stage = Referral asked Add to Case Study Candidates list Create task for contact owner Notify contact owner
Contact submits NPS survey response, category = Promoter leads to Set Advocacy Stage = Referral asked. Set Advocacy Stage = Referral asked leads to Add to Case Study Candidates list. Add to Case Study Candidates list leads to Create task for contact owner. Create task for contact owner leads to Notify contact owner. Contact submits NPS survey response, category = Promoter Set Advocacy Stage = Referral asked Add to Case Study Candidates list Create task for contact owner Notify contact owner

When to use it, when not to

Use it

  • Use it on a native HubSpot NPS survey where Promoter responses are logged but nobody follows up on them for advocacy.
  • Use it as the promoter-only counterpart to renewal-expansion-003 (detractor-only alert), or run renewal-expansion-006 instead if the team wants one combined workflow for both branches.
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Skip it

  • Do not use it if the survey scale has been customized away from the standard 0 to 10 scale; the Promoter category (9 to 10) will not mean the same thing.
  • Do not push every Promoter into a public reference program automatically. Use this workflow to queue the ask internally; have a person decide which accounts are actually suitable for a public case study.
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 · 4 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 · 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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