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NPS survey auto-send after renewal or usage milestone

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.

Contact4 stepsUpdated for HubSpot seat pricing
OutcomeA contact receives an NPS survey right after their account renews or hits a usage milestone, instead of on a flat calendar schedule that misses the moment that matters.
Workflow maprenewal-expansion-016
Deal closed won, Deal Type = Renewal leads to Last NPS Survey Sent Date older than 90 days or blank?. Last NPS Survey Sent Date older than 90 days or blank? leads to Yes: Send NPS survey; No: No action. Usage Milestone Reached becomes true leads to Last NPS Survey Sent Date older than 90 days or blank?. Send NPS survey leads to Set Last NPS Survey Sent Date = today. Yes No Deal closed won, Deal Type = Renewal Usage Milestone Reached becomes true Last NPS Survey Sent Date older than 90 days or blank? Send NPS survey No action Set Last NPS Survey Sent Date = today
Deal closed won, Deal Type = Renewal leads to Last NPS Survey Sent Date older than 90 days or blank?. Last NPS Survey Sent Date older than 90 days or blank? leads to Yes: Send NPS survey; No: No action. Usage Milestone Reached becomes true leads to Last NPS Survey Sent Date older than 90 days or blank?. Send NPS survey leads to Set Last NPS Survey Sent Date = today. Yes No Deal closed won, Deal Type = Renewal Usage Milestone Reached becomes true Last NPS Survey Sent Date older than 90 days or blank? Send NPS survey No action Set Last NPS Survey Sent Date = today

When to use it, when not to

Use it

  • Use it when NPS currently goes out to the whole customer base on the same date each quarter, regardless of where each account sits in its lifecycle.
  • Use it alongside a renewal deal workflow (renewal-expansion-001 or renewal-expansion-019) so the survey lands right after a positive event.
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Skip it

  • Do not use it as the first survey a brand-new customer receives. Sending NPS before anyone has used the product produces noise, not signal.
  • Do not use it if no usage milestone signal exists yet. Without Usage Milestone Reached, only the renewal branch below will ever fire.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 4 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 · 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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