Challenge

Carolina Trust wanted clear, actionable insight into how members felt about their brand and service but lacked a streamlined way to gather and act on feedback. Without this data, opportunities to improve service, strengthen member relationships, and enhance their online reputation were being missed.

The Solution

We implemented HubSpot Service Hub to launch a full membership NPS survey to 45,061 members. The survey included customized follow-up messaging based on each member’s rating:

• Promoters (9 - 10) received calls-to-action encouraging online Google Reviews and testimonials
• Passives and Detractors were prompted with targeted questions to uncover service gaps and improvement opportunities.

Using HubSpot’s automated workflows, Carolina Trust could easily follow up with each segment at scale, ensuring the right next step reached the right member at the right time.

The Results

Within weeks, Carolina Trust gained nearly 1,900 pieces of direct member feedback, revealing valuable insights to improve products and services. The campaign also generated almost 100 new Google reviews, boosting their main branch’s rating from 3.8 to 4.3 and strengthening member trust and brand perception.

• Survey Reach: 45,061 members
• Opens: 11,014 (24% open rate)
• Responses: 1,899 (17% response rate)
• Google Reviews: Nearly 100 new reviews in two weeks
• Google Rating Increase: From 3.8 to 4.3 stars for their main branch
  

Email Results 

Survey Results 

Google Rating Change

The Google Rating was 3.8 with 139 Reviews

Now the rating is:

Total new 5 star reviews driven: 45

Google Review Email Performance

Key Product

HubSpot Service Hub enabled Carolina Trust to design, launch, and manage a full-scale NPS survey with automated follow-up workflows. Service Hub’s customization features allowed tailored messaging for promoters, passives, and detractors, turning feedback into immediate action, generating member testimonials, and accelerating Google review growth.

In Conclusion

By leveraging HubSpot Service Hub to launch a full membership NPS survey, Carolina Trust transformed member feedback into measurable business impact. The initiative not only provided valuable insights for improving products and services but also strengthened their online reputation with a surge of new reviews and a higher Google rating. This case proves how acting quickly on member sentiment can fuel both reputation management and long-term growth.

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