April 29, 2024

How can I use HubSpot to gather post-purchase feedback?

Hubspot logo

Step 1: Log in to HubSpot

  • Access the HubSpot login page.
  • Enter your credentials to sign in.

Step 2: Navigate to the Marketing Tab

  • From the main dashboard, click on the "Marketing" tab in the upper navigation bar.

Step 3: Access the Forms Tool

  • Under the "Lead Capture" dropdown, select "Forms."

Step 4: Create a New Form

  • Click the "Create form" button.
  • Choose "Regular Form" for this purpose.

Step 5: Design Your Feedback Form

  • Drag and drop the desired fields onto the form. Consider fields like:
  • Rating (1-5 stars)
  • Comments or feedback text box
  • Multiple-choice questions about product satisfaction or areas of improvement
  • Ensure questions are clear and concise to get actionable feedback.

Step 6: Adjust Form Settings

  • Click on the "Settings" tab.
  • Under "Form Name," provide a relevant name like "Post-Purchase Feedback Form."
  • Configure other settings as required, including redirecting to a thank-you page after form submission.

Step 7: Publish the Form

  • After finalizing the form design and settings, click on the "Publish" button.

Step 8: Navigate to Automation Tools

  • Go back to the main dashboard.
  • Hover over "Automation" in the navigation bar and select "Email."

Step 9: Create a Follow-up Email

  • Click on the "Create email" button.
  • Select a template that aligns with your brand's aesthetics.
  • Craft a compelling email to encourage customers to provide their feedback. Be sure to:
  • Thank your customers for their purchase.
  • Explain the importance of their feedback.
  • Insert the link or embed the form you created earlier.

Step 10: Set up an Email Workflow

  • Go back to the "Automation" tab and select "Workflows."
  • Click "Create workflow."
  • Select "Start from scratch."
  • For your trigger, choose something like "Order completed" or "Product delivered."
  • Add the action to send the follow-up email you created.

Step 11: Activate the Workflow

  • Once you've set up your triggers and actions, click "Review" and then "Turn on" to activate the workflow.

Step 12: Monitor Feedback Responses

  • Periodically check the responses to your post-purchase feedback form.
  • Utilize the "Reports" tab in HubSpot to analyze the data.

Step 13: Adjust Based on Feedback

  • Implement actionable changes based on the feedback received.
  • Periodically update the questions on your feedback form to ensure relevance.