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How to follow up with customers that didn’t answer your survey using HubSpot
How to follow up with customers that didn’t answer your survey using HubSpot

Send a follow up communication to customers who didn't respond to your survey

Daniela avatar
Written by Daniela
Updated over a week ago

Are you looking for a way to maximize customer engagement by resending the survey to customers who have yet to respond? We got you covered! 🎉 With Survicate surveys and HubSpot's filtering capabilities, you can effectively reach out to non-responding customers, gather their feedback, and enhance customer relationships.

How does it work?

Thanks to HubSpot and Survicate Integration, we can identify your survey respondents and send values to their profiles in HubSpot. This allows you to check who responded to your survey and who didn't. With HubSpot lists and workflows, you can easily filter those contacts out and reach out to them again. Sounds great? Let's continue 🔥

Step 1. Send the first survey

1. Create and design your email survey

If you'd like to read more about survey creation, make sure you read our article on how to create a survey to send via an email or shareable link.

2. Connect HubSpot Integration

Go to Integrations, find HubSpot, and connect the integration. If you need any help with that, you'll find step-by-step instructions here.

☎️ If you encounter any issues, contact us via chat or drop us an email on

3. Set up the HubSpot Integration

  • Go to the connect tab of your survey and find HubSpot on the list of Integrations:

  • Connect the first question of this survey to a user field in HubSpot. In this example, we are using an attribute with the name csat_survicate, but this is up to you!

  • With this setup, If a respondent answers the first question of this survey, the csat_survicate property with a response-based value will be added to their contact profile in HubSpot.

4. Share the survey

  • Go to Marketing -> Email -> Create email:

  • Create an email and add the survey configured in this step to this email.

💡 If you have any doubts, here you'll find step-by-step instructions on how to share the Survicate survey via HubSpot.

  • Now, contacts who respond to the survey will have the csat_survey property automatically assigned to their HubSpot profiles, with the value based on their response:

Step 2. Create a list of contacts

The time break between the original survey and the follow-up depends on you and your communication strategy. Once you finish gathering feedback from the first survey and are ready to send the follow-up one, continue with these steps:

1. In HubSpot, go to Contacts -> List:

2. In List, create a new, Contact-based, static list:

3. Add a filter to the list, including only contacts with csat_survicate as unknown, and save the list:

Step 3. Send the follow-up email

At this point, you can either:

2. Create another email, if you want to use another survey or change email content

Duplicate the first email and re-send it:

  • Go to Marketing -> Email, find your email, and clone it:

  • In the Send or schedule tab in HubSpot, choose the created list:

  • Congratulations! You can now send the email 💥

Create another email

  • Go to Marketing -> Email -> Create email

  • Create a follow-up email and add a suitable survey to the email body

📌 Please note that if you choose to send another survey as a follow-up, the results of both surveys will be in two different analyze tabs in Survicate, which may make them harder to analyze

  • In the Send or schedule tab in HubSpot, choose the created list:

  • High five! Now, you can send the follow-up survey to the contacts that didn't respond to the first one 🎉

📞 If you have any questions about HubSpot Integration - feel free to reach out to our team via chat or email:

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