Customer Feedback

(Focus on the Experience)

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)
Instructions:
  • 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 really appreciate your business. And at [NAME OF YOUR COMPANY] we have two major goals:

  1. Provide our customers with exceptional [PRODUCTS OR SERVICES]
  2. Continually improve your experience with us

It’s this second goal we need your help with.

If you could take a single minute and give us some feedback about your recent purchase, we’d sure appreciate it.

[METHOD TO GATHER INFORMATION]

Thanks again for your purchase, and now, thank you for your time!

[EMAIL SIGNATURE]

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.

Pro Tip:

In the “gathering information” section, be sure to include a link to your webform, email, or other feedback place. You might also want to set the expectation for what it is they’ll be filling out. Here is an example of what that section might look like:

“Simply click here and we’ll take you to a form where you can answer 5 questions and post any additional comments you choose.”

Email 2: Feedback Request

Subject Line: We’d really appreciate your feedback
Send: 14 days after purchase (if they never took the survey)
[CONTACT'S NAME],

It’s been a few days since you 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. Thank you, in advance, for sharing your feedback with us.

[EMAIL SIGNATURE]

Pro Tip:

In the “gathering information” section, be sure to include a link to your webform, email, or other feedback place. You might also want to set the expectation for what it is they’ll be filling out. Here is an example of what that section might look like:

“Simply click here and we’ll take you to a form where you can answer 5 questions and post any additional comments you choose.”

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 3: Neutral Response

(Sent to those who respond to the feedback form with a neutral opinion)

Subject Line: Let us make it up to you
Send: Send 1 day after feedback provided
[CONTACT'S NAME],

Yikes! According to the feedback you provided, you didn’t particularly love your recent purchasing experience. 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 [PRODUCTS OR SERVICES]...and your experience.

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.

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

(for when they submit their feedback)

Thanks for your feedback! Because you took a few minutes, we’ll be able to improve your experience with us and our offerings.

If you have additional thoughts or feelings you want to share, you can always reach us at [BEST CONTACT INFO].