HubSpot ROI Calculator

We collect data as customers interact with us via our websites or use HubSpot’s subscription services, which fuels this HubSpot Service Hub ROI calculator. What we collect, how we use the information we collect, how we share that information, and how customers can manage their information are all described in our Privacy Policy.

The data utilized in the Service Hub ROI calculator falls into three categories: 

1. 1. Personal Data (as defined in our Customer Data Processing Agreement)
2. 2. Usage data
3. 3. Data from an online survey commissioned by HubSpot and conducted by Beall Research that was sent to HubSpot customers who owned Service Hub (n=200).

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 employ three standard anonymization techniques to customer outcomes data: attribute suppression, generalization and aggregation.

The data used in this ROI tool is based on aggregated data from HubSpot customers globally who owned Service Hub for at least 12 months between January 2019 and January 2024. In order to be included, the sample for each metric Service Hub customers also met the following criteria:

• Ticket close rate - must have activated tickets and have sum tickets closed/created greater than 0. 
• Time saved, customer churn rate, and cost savings - must be a user of Service Hub and have been employed at the company when usage of Service Hub began

Sample sizes for each region and industry cohort and metric vary. But, in order to ensure data privacy and accuracy we withhold from sharing aggregated data from customer cohorts with sample sizes that do not reach our established cohort size threshold. In these cases, we default to the use of global values for that metric.

The average improvement for ticket close rate is determined by comparing customers' performance in the 12 months post-purchase compared to the average of the first month post-purchase. The average improvements for time saved, customer churn rate, and cost savings are determined based on midpoints of improvement ranges in the survey results.

The basis for each Service Hub ROI Calculator metric are as follows:

• Ticket close rate - Closed tickets divided by total tickets during a given period.
• Time spent - Average time spent per month on customer service.
• Customer churn rate - Lost customers during a period divided by the total customers at the start of the period.
• Customer service costs - Average customer service costs on a monthly basis.

We believe it is critically important to ensure the average improvement values used in this calculator 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.

If cookies are enabled, the ROI Calculator locally stores your selected:

• Industry
• Currency
• Region

These items are cleared whenever you clear your cookies, and are scoped to the current browser being used (e.g., you can’t pick up in Safari where you left off in Chrome).  These properties are not being used to identify you in any way. We only use these fields to provide you results based on data that best aligns to you (i.e., your industry or region) and presented in your currency. Everything else you enter into the calculator is saved in-memory while you are interacting with the app. Any data not listed above is cleared as soon as you close your tab/browser window. For more information on how we use cookies, please refer to our Cookie Policy. 

The data used in this calculator is based on aggregated data from many thousands of HubSpot customers globally.

Please keep in mind that results for individual businesses, including your own as well as HubSpot’s, may differ based on their own markets, customer base, industry, geography, stage, and/or other factors. Therefore, we cannot guarantee you will see the exact results you obtain from the ROI Calculator if you purchase Service Hub.

Looking for a more targeted estimate on Breeze AI features? Check out our Breeze ROI Calculator.