HubSpot Customer Experience Data

The customer experience data we share falls into two categories:

1. Personal Data (as defined in our Customer Data Processing Agreement); and
2. usage data. 

We collect Personal Data from customers when they submit web forms or interact with our websites, for example subscribing to a HubSpot blog, signing up for a webinar, or requesting customer support. We also collect Personal Data when customers sign-up for a HubSpot account, create or modify user information, set preferences, or provide any other related information to access or utilize our Subscription Service. 

Usage data includes metrics and information regarding customers’ use and interaction with the Subscription Service such as what product features they use the most, when an object (like a deal) is created and closed, and how often certain features (like workflows) are triggered in their account.

To ensure we maintain the privacy of our customers’ data, we use anonymization to remove or modify personally identifiable information, so that data cannot be associated with any one individual. We also withhold from sharing aggregated data from customer cohorts with sample sizes that do not reach an established cohort size threshold of 100.

Our customer experience data is based on aggregated data from thousands of HubSpot customers. Exact sample sizes and information about the criteria customers met to be included in the analysis for each chart or statistic can be found in the chart description or statistic footnote.

The average improvement for each metric reflects customer performance in that month post-purchase compared to the average set in either the first month or first three months (for deals and rate-based data) after purchasing HubSpot.

If a metric shows a 10% improvement, that means it's 10% higher than its benchmark. For example, if a customer has 100 visitors per month in month 1 and the 12 month improvement in that metric is 50%, the customer would see 150 visitors per month in month 12.

We believe it is critically important to ensure the average improvement values we report reflect the experience of our customers as accurately as possible. Therefore, before analyzing customer’s data, we screen the data to check for errors, missing data, and data distribution. We also employ statistical techniques to identify outliers and clean data so that unusual values do not distort monthly averages. In the case of highly skewed distributions, we use the median value as opposed to the mean because medians are found to be the best measure of central tendency in the case of skewed data.

The short answer is: no. The data included in our customer experience charts and statistics are based on aggregated data from many thousands of HubSpot customers globally. They are provided for information purposes only. Please keep in mind that results for individual businesses, including your’s and HubSpot’s, may differ based on your own markets, customer base, industry, geography, stage, and/or other factors.