Question: What type of feedback survey can you add to your live chat?
- CES
- NPS
- CSAT
- Custom survey
Explanation
A Customer Satisfaction (CSAT) survey can be embedded in live chat interactions within HubSpot Service Hub. It measures satisfaction immediately after a conversation, providing real-time feedback on the support experience. CSAT captures short-term perceptions and helps improve agent performance and support quality. Other survey types like NPS or CES are designed for broader or post-interaction evaluation, not instant chat feedback.
Why the other options are incorrect
CES: Measures effort in completing a task, not immediate chat satisfaction.
NPS: Evaluates overall loyalty and likelihood to recommend, not individual chat interactions.
Custom survey: Not natively supported for live chat post-interaction in HubSpot.
Source for verification
HubSpot CSAT Surveys in Live Chat
The answer(s) to the question is highlighted in the BOLD text above. You can also find more questions and answers related to the exams on the "HubSpot Service Hub Software Certification" page.