Calculate an average customer satisfaction rating

Capturing the sentiment of your customers on a regular basis can be a great way to create a baseline for account health.

But, by default HubSpot’s satisfaction tool only captures scores for “contacts” who complete a survey.

There’s no way to see how satisfied an account is overall. But we can use a 2 workflow to aggregate the data into a single account satisfaction score on the company record.

Here’s how it works:

PRE-WORK:

Add contact properties for:

• Current Satisfaction Score
• Previous Satisfaction Score
• Calculated: Satisfaction Total Minus Previous

Add company properties for:

• Satisfaction Score Respondents
• Satisfaction Score Total
• Calculated: Satisfaction Score Total / Satisfaction Score Respondents = “Average Satisfaction Score

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Contact-based workflow:

1. First we are going to create a contact workflow triggered when “Last NPS Survey Rating” equals “Is Known”

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2. Add a format data action to set the “Last NPS Survey Rating” to an absolute number (by default this property is an enumeration that can’t be calculated)

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3. Copy the value of step 2 to the “Current Satisfaction Score” property

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4. Use an IF/THEN branch to check if “Last NPS Survey Date” is less than 91 days ago

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5. IF more than 91 days, we want to discount the score so we will:

• Copy the property “Satisfaction Total Minus Previous” to the “Satisfaction Scores Total” property on the company record
• Decrease property “Satisfaction Respondents Total” by 1
• Copy the property “Satisfaction Respondents Total” to the “Satisfaction Respondents Total” property on the company record 4.

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6. IF more than 91 days, we want to update the score and use a custom format data action to Add the “Satisfaction Total Minus Previous” and “Current Satisfaction Score” properties together

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7. Copy the “Satisfaction Score Total” to the “Satisfaction Score Total” on the company record

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8. Use an IF/THEN branch to check if the “Previous Satisfaction Score” property is known

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9. IF no previous score THEN Increase the “Satisfaction Respondents Total” by 1

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10. Copy the “Satisfaction Respondents Total” property to the “Satisfaction Score Respondents” property on the company record

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Company-based workflow:

1. Trigger when “Average Satisfaction Score” is known

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2. Create an If/Then branch based on average score ranges

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3. Set the “Satisfaction Score Rating” to 🟩, 🟨, or 🟥 based on the score range

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Aggregating satisfaction scores from all contacts into a single account satisfaction score on the company record gives us a better overall picture of how satisfied an account it.You could further segment your scoring using associated labels to split scores for “Champions” vs “Account Users” vs “Decision Makers” for example.