Table of Contents:
Prepare your Retently Survey
Retently allows you to include the survey button links in your own template, with custom HTML and CSS, and deliver the survey via another email service, or you can collect feedback from your web apps' chat.
To do so, you will need to create a "Link" channel survey campaign. It may be NPS, 5-STAR, CSAT, or CES.
Make sure to customize the survey template, because when a customer will click a score in your own survey, they will be redirected to a webpage with additional questions that will pull the style and content from the survey template in your campaign.
Optionally, you can configure some other settings, such as notifications, autoresponders, and webhook notifications. Learn more about the survey by link campaign setup here: https://help.retently.com/en/articles/3710522-set-up-and-distribute-surveys-by-link.
In your campaign's Setup section, you can copy the unique survey link for this particular campaign. The link will have the following structure:
Setting up in HubSpot
Note: This option is available only for Marketing Templates. HubSpot currently does not support embedding personalization tokens in Sales Email Templates.
Open the “Marketing” tab and select “Email”.
Here you can create and customize your email template as usual. Please do not forget to also include the first question of your survey, before the survey buttons, it should look somehow like this:
Feel free to add any additional customization required.
The email variable in HubSpot looks like this {{personalization_token('contact.email')}}. Once this is out of the way, we can add the desired score to the corresponding survey buttons, so in the end, your hyperlinks should look like this:
Now double-click on the corresponding digit and include the hyperlink from below.
NPS Campaign:
CES Campaign:
CSAT Campaign:
NOTE:
Feedback Properties
Hubspot appends various tracking pixels to the links within its emails, this can, unfortunately, create new properties once the feedback is submitted. Those properties are UTM and HSMI values. You could simply ignore these properties, or deactivate the HubSpot email tracking pixels, however, please note, that this is a global rule, and will affect all the emails and sequences you have.