Customer Feedback - Experience

(Incentive based)

Contents:
  • 2 Feedback Request Emails
  • Landing Page/Webform Blurb
  • Thank you page (if they provide feedback)
  • Neutral Response Email
    (for those who indicate their experience was so-so)
  • Delivery of Incentive Email
Instructions:
  • Try using an incentive to get a response from your customers.
  • You’ll need to decide how you want your feedback. Are you going to have your customers fill out a survey? A webform? Do you want them to simply reply to your email? Knowing what response you want will help you determine how many “pieces” of copy you need.
  • There are a handful of places that require your personal details, company name, what they purchased, method you want them to use to respond to you. Be sure to make those changes to the copy based on your personal details.
  • All request emails should have a link to the survey, email, etc. you want filled out. Be sure to include those links!

Email 1: Feedback Request

Subject Line: What did you think of your recent purchase?
Send: About 7 days after purchase

[CONTACT'S NAME],

Thanks for your recent purchase!

We appreciate your business, and want to make sure you’re well taken care of. To ensure you (and our other customers) are completely satisfied with each purchase...we need your feedback.

Please take a minute to [METHOD FOR GATHERING INFORMATION] and, in exchange for your time, we’ll send you [SPECIAL INCENTIVE].

Thanks again for your purchase. We’re looking forward to building our relationship with you.

[EMAIL SIGNATURE]

Pro Tip:

Be careful when deciding to add an incentive to your feedback campaign. You’ll likely get a lot of half-hearted responses from individuals just looking to get the incentive. Furthermore, you might be setting a precedence for having to always offer an incentive. However, if you’re having a difficult time getting customers to respond to you, this is a great strategy.

Pro Tip:

In the “gathering information” section, be sure to include a link to your webform, email, or other feedback place. Here is an example of what that section might look like:

“Fill out our short survey”

Pro Tip:

Special incentives don’t have to cost you anything. You could offer a discount, a free report, access to an exclusive group, etc. For example:

“20% off coupon code for your next purchase”

Email 2: Feedback Request Reminder

Subject Line: Special offer for your feedback
Send: 14 days after purchase (if they never took the survey)

Give Us Your Feedback and
We’ll Give You [Special Offer]

[CONTACT'S NAME],

It’s been a few days since your purchased [NAME OF PRODUCT OR SERVICE]. And we hope you’re absolutely satisfied.

Now, one of the things we do, here at [NAME OF YOUR COMPANY], is innovate on ways to improve our company, our [PRODUCTS OR SERVICES] and our relationship with our customers. With a little feedback from you, we should be able to achieve our goals.

So I’m going to ask you a big favor: would you please take a minute and let us know about your last purchase?

[METHOD TO GATHER INFORMATION]

Your time is precious. So, in exchange for a few minutes of your time, we’d like to offer you a [SPECIAL INCENTIVE].

[EMAIL SIGNATURE]

P.S. Once you submit your feedback, we’ll send you an email with the [SPECIAL INCENTIVE] we’ve offered.

Pro Tip:

Special incentives don’t have to cost you anything. You could offer a discount, a free report, access to an exclusive group, etc. For example:

“20% off coupon code for your next purchase”

Pro Tip:

In the “gathering information” section, be sure to include a link to your webform, email, or other feedback place. Here is an example of what that section might look like:

“Fill out our short survey”

Pro Tip:

Be careful when deciding to add an incentive to your feedback campaign. You’ll likely get a lot of half-hearted responses from individuals just looking to get the incentive. Furthermore, you might be setting a precedence for having to always offer an incentive. However, if you’re having a difficult time getting customers to respond to you, this is a great strategy.

Email 3: Neutral Response

Subject Line: Can we get a redo on your experience with us?
Send: Send 1 day after feedback provided

[CONTACT'S NAME],

Yikes! According to the feedback you provided, you didn’t particularly love the [SERVICE OR PRODUCT] you purchased. And that means...we’ve failed you.

We’ve already taken your time (asking you to take our survey). But if you’d be willing to spend another minute or two [WHAT YOU WANT THEM TO DO], we’ll make it up to you.

Thank you for your honesty. With your input, we’ll be able to improve our [SERVICES OR PRODUCTS].

Looking forward to hearing back from you,

[EMAIL SIGNATURE]

Pro Tip:

In the “what you want them to do” section, you might want to have your neutral responders call you, email you, or fill out another form. If you want them to fill out another form, be sure to include a link to that form. Here is an example of what your copy might look like:

“adding your thoughts to this form”

Pro Tip:

In the bracket that says PRODUCTS OR SERVICES, simply choose to use the words “products” or “services”. You don’t actually need to describe the products or services you offer.

Email 4: Special Offer

Subject Line: The special offer we promised you
Send: Immediately after receiving feedback

[CONTACT'S NAME],

Thanks again for taking the time to give us your feedback.

Because you were so generous with your time, here is your [WHAT YOU PROMISED].

This special offer is just for you - for your feedback. Please don’t share it with anyone else.

And please feel free to reach out to us at any time. [BEST CONTACT INFO GOES HERE].

[EMAIL SIGNATURE]

Pro Tip:

If you offered a free report, or access to exclusive content, etc. be sure to include step by step instructions for how they get to it.

Landing Page or Webform Copy

Thanks for taking the time to give us your feedback! This should only take a minute. But, with your help, we can continue to provide you with better experiences, exceptional [PRODUCTS OR SERVICES], and a strong relationship with us.

Thank You Page Copy

Thanks for your feedback! Because you took a few minutes, we’ll be able to make your experiences with us even better. If you have any additional thoughts or feelings you want to share, you can always reach us at [BEST CONTACT INFO].

An email with your [SPECIAL INCENTIVE] is being sent to your inbox.

Thanks again for your time. Enjoy!