Happy customers stay. Unheard customers leave.
Net Promoter Score (NPS) is one of the simplest yet most powerful ways to understand customer sentiment.
But most companies stop at just collecting the score.
If you’re using HubSpot, you can take it a step further by connecting NPS feedback directly to your CRM and building workflows that reduce churn before it occurs.
Here’s how to turn NPS from a metric into a growth tool.
Use tools like:
To collect NPS and push the score + comments into HubSpot via custom properties or integration.
Each contact should have:
This provides real-time sentiment visibility within the contact record.
Why this matters:
You can tailor campaigns and actions for each group, rather than sending the same message to everyone.
Here’s how different segments can trigger different actions:
For Promoters (9–10):
For Passives (7–8):
For Detractors (0–6):
Bonus: You can also log tasks and notify sales if the contact is a key decision-maker or an expansion opportunity.
Use custom reports in HubSpot to track:
This helps identify where problems start—and how fast you’re fixing them.
Always follow up on feedback, especially with Detractors and Passives. Use a task or pipeline to track:
Why it matters:
Customers who feel heard are far more likely to stay, even if they had a bad experience.
Collecting NPS is step one. Acting on it is where the real retention magic happens.
With the proper setup, HubSpot becomes your early-warning system for churn—and your engine for turning happy users into advocates.