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            Creating and managing NPS surveys

            Modified on Tue, 5 May at 8:08 PM

            Creating and managing NPS surveys

            Measure customer satisfaction directly from Hubhus with short 0–10 surveys sent by email or SMS. Catch unhappy customers early, follow up on positive experiences, and turn feedback into better service.

            TL;DR

            Create a survey under Campaign Settings → NPS Surveys. Embed in email with %nps_survey_XXX% or send as link via SMS with %nps_survey_url_XXX%. Scores appear in the survey list. Use %nps_survey_score_XXX% and %nps_survey_comment_XXX% in follow-up automations. Click Edit form to customize messages per score range (0–6 detractors, 7–8 passives, 9–10 promoters).

            Get started in 5 steps

            1

            Go to Campaign Settings → NPS Surveys

            2

            Click + New NPS Survey — enter a name, select language, choose question type (Standard NPS 0–10 or Custom question)

            3

            Click Edit form to customize button style, ask-for-comment toggle, and the message shown after each score range (0–6, 7–8, 9–10)

            4

            Copy the generated placeholder (e.g. %nps_survey_437%) and add it to an email template. For SMS, use %nps_survey_url_437% instead

            5

            Send the template to leads — responses appear in the survey list automatically. Use Show NPS scores from period to filter by week/month/quarter/year

            Read more⌄

            Survey configuration fields

            Survey name — Internal label. Short title — Optional column header in reports. Language — Sets default button labels. Question type: Standard NPS (0–10 scale) or Custom question (your own text, no longer formal NPS). Product investigated — Name inserted into standard NPS question. Ask for confirmation when changing score — Prompts before overwriting. Landing page when answered: Default thank-you or redirect to campaign page.

            Button styling options

            • Colour graded buttons (red → yellow → green)
            • Reverse scores (10→0 instead of 0→10)
            • Large buttons / Vertical layout — recommended for mobile
            • Custom CSS on buttons (outer td / inner a) — use "Auto" for defaults

            Follow-up automations

            Use in automation conditions/actions: %nps_survey_score_XXX% — the numeric score submitted. %nps_survey_comment_XXX% — customer comment. Built-in templates to look for: Send NPS, Opfølgning på NPS, NPS er besvaret.

            Common searches

            NPS survey • net promoter score • customer satisfaction • feedback survey • nps placeholder • survey template

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