How Do I Increase NPS Scores by 20 Points Using HubSpot Service Hub?
Run targeted NPS surveys, close the loop fast with SLAs, tag root causes, and publish an executive Voice of Customer scorecard—all inside HubSpot Service Hub.
Use Service Hub Feedback Surveys (NPS) to run relationship and transactional surveys, then operationalize the close loop. Apply frequency caps, segment audiences, and tag root causes on every response. Trigger workflows that open tickets, assign owners, and set SLAs for Detractor outreach; route Passives to fixes and Promoters to advocacy. Track progress in Service Analytics—NPS trend, response rate, resolution time, and reopen rate—and run weekly VoC reviews to start/stop/scale improvements toward a 20-point lift.
NPS Lift Checklist (Service Hub)
How to Raise NPS with HubSpot—Without Gaming the Metric
NPS formula: NPS = (% Promoters 9–10) − (% Detractors 0–6). In Service Hub, configure two streams: Relationship NPS to a sampled audience each quarter and Transactional NPS after moments that matter (ticket resolution, onboarding milestone). Use audience lists, language variants, and frequency caps to avoid fatigue. Add one or two short driver questions and capture root-cause tags (product area, process, communication) on every response.
Operationalize action with workflows: Detractor → open a ticket, assign owner, post a Slack alert, and require first contact within 24h; Passive → request specifics and monitor churn signals; Promoter → thank-you plus advocacy/referral path. Use Playbooks for structured callbacks and Saved Replies for consistent follow-ups. Improve transparency with the Customer Portal and reduce friction via Knowledge Base improvements where drivers indicate gaps.
Publish a VoC dashboard in Service Analytics: NPS trend by segment/region, response rate, median time-to-contact Detractors, reopen rate, and resolution time. Meet weekly to prioritize fixes that reduce top drivers and confirm Detractor SLAs are met. This cadence compounds improvements toward a credible 20-point lift.
90-Day Rollout (7 Steps)
- Weeks 1–2: Define segments, languages, and frequency caps; align brand voice and consent settings.
- Weeks 3–4: Launch Relationship NPS to a sampled cohort; create Slack alerts and owner SLAs for Detractors.
- Weeks 5–6: Launch Transactional NPS after ticket resolution; add Playbooks and Saved Replies for callbacks.
- Weeks 7–8: Implement root-cause tags; connect tags to KB gaps and product backlog.
- Week 9: Stand up Customer Portal and surface KB on top support pages; measure deflection.
- Weeks 10–12: Build VoC dashboard (NPS, response rate, time-to-contact, reopen %, resolution time) by segment/region.
- Ongoing: Weekly VoC review—start/stop/scale fixes; send Promoters to advocacy/referrals and attribute revenue influenced.
Quality Guardrails (So Scores Stay Honest)
- Response rate — Track by segment; pause conclusions if rate dips below your baseline.
- Reopen rate — % of tickets reopened within 7 days after a Detractor callback.
- Resolution time — Trend median hours to close Detractor tickets.
- Sampling balance — Ensure segments/regions are proportionally represented.
- Comment coverage — % of responses with qualitative feedback for better root cause analysis.
Frequently Asked Questions
Lift NPS—And Prove the Impact
The Pedowitz Group configures HubSpot Service Hub for targeted NPS, close-loop workflows, and executive dashboards—so you raise scores and fix what matters.
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