Customer Feedback Emails: Create Emails That Get Responses

  • Post author:
  • Post last modified:March 28, 2024
  • Reading time:13 mins read
You are currently viewing Customer Feedback Emails: Create Emails That Get Responses
Table of Contents
    Add a header to begin generating the table of contents

    While consumer evaluation may make or break a business, customer feedback emails are of prime importance if one is seeking to build a loyal customer base. The best way to upgrade a customer service operation is by comprehending each customer’s needs and using these feedback surveys to make necessary changes. In this blog, we will touch on different types of feedback emails and what are the best practices while curating these email templates. 

    How to use Customer Feedback Emails for success?

    Customer feedback emails serve as an effective tool for businesses to collect valuable insights about their products or services. By analyzing customer feedback, businesses can identify areas for improvement and make necessary changes. Moreover, responding to customer feedback shows that businesses value the opinions of their customers, leading to improved customer retention rates. Building stronger relationships with customers is another benefit of utilizing feedback emails, which demonstrates that a business is committed to providing the best user experience for clients.

    Types of Customer Feedback Emails

    Feedback request emails are sent to gather feedback on recent purchases or experiences, while follow-up emails are useful for thanking customers and providing relevant updates. Assessment response emails can be used to address any negative feedback and offer solutions, while feedback survey emails provide businesses with specific information about customer satisfaction. Testimonial request emails give customers the opportunity to share positive experiences that can be featured on a company’s website or social media pages. Here is an overview of types of customer feedback surveys via emails.

    1. Feedback Request Emails

    Feedback request emails are personalized emails that allow companies to collect candid insights from customers about their products or services. By including specific questions that focus on the customer’s experience, businesses can learn what aspects of their offering require improvement. Additionally, clear and concise calls-to-action, such as links to surveys or questionnaires, make it easy for customers to provide their input.

    2. Thank You Emails

    Showing appreciation for your customers’ feedback can go a long way in establishing trust and loyalty. Thank you emails are an effective way to show gratitude and encourage continued engagement. Personalize your emails by mentioning specific details from the feedback provided, such as the product or service they were satisfied with. Consider including a reward or discount code to incentivize repeat purchases and further reinforce their value to your business. With a well-crafted thank you email, you can strengthen your relationship with customers and improve overall satisfaction.

    3. Follow-Up Emails

    Follow-up emails can be a powerful tool to show customers that organisations have worked on the feedback to remove any negative experience the client might have had. Follow-up emails cater to the specific issues solved and serve as an opportunity to address any concerns or issues raised in the initial call. These emails can also encourage further communication with the customer which will encourage them to stay in the brand ecosystem as constant patrons. Timing is also crucial; waiting too long to send a follow-up email can make it seem insincere or unimportant. By taking these steps, businesses can ensure they are making the most of their customer feedback. .

    4. Scale Oriented Emails (NPS, CSAT)

    Survey email comes in different forms. Businesses can offer a net promoter score scale (NPS survey), a CSAT scale or a customer effort score (CES scale) to understand if the business offerings could fill the gap for a customer’s requirement. Keep the survey emails short and focused on one topic. This way, you can increase response rates and gather valuable insights into customer behavior. By providing an open ended qualitative feedback, you enable customers to voice their opinions and provide even more detailed responses. Both are an important metric to improve the overall CX strategy.

    Crafting Effective Customer Feedback Emails

    Crafting effective customer response emails is essential to maximize the impact of customer feedback. Some recommendations such as focusing on the right time, compelling subject line and being clear with your goals can empower you to gather customer feedback in the right way. By incorporating these tips you can build stronger relationships with your customers and improve your overall business operations.

    1. Choose the right timing

    Choosing the right time ensures that customers have had ample exposure and experience with your business offerings to share accurate experience over surveys. However, it’s important not to wait too long, as this may decrease the likelihood of them responding. If there is a delay, they might also feel that the survey emails may not be genuinely involved in solving their issues. One way to time your email effectively is to send it after a milestone or achievement, such as reaching a certain number of purchases or completing a service call for them.

    2. Write a clear and compelling subject line

    An effective subject line can make respondents open and email, and even better, respond to the survey. A clear and compelling subject line can increase the open rates and encourage customers to provide feedback. It should accurately reflect the purpose of the email and be action-oriented, enticing the customer to engage with your message. Avoid using spam-based words or clickbait-like phrases in your subject line. Emails might mark this as spam. Experimenting with different subject lines and analyzing open rates can help you find what works best for your customers. Remember that the subject line is the first thing the customer sees, so it’s essential to make it count.

    Customer feedback survey email

    3. Personalize your email content

    Personalization is a good way to let your target respondents know that organisations are intentional about capturing their opinions and care about their responses. By including specific details about their recent interaction with your business, you can make the email more relevant and engaging. Addressing any concerns or issues they may have raised in previous feedback can also build trust between your business and the customer. While businesses can segment detractors(unhappy customers) from promoters (potential or existing loyal customers) and personalize feedback efforts between the groups.

    4. Keep your emails short and simple

    Long, cumbersome feedback forms can cause cognitive burden and bring in survey response fatigue. This can bring in poor response rate or worse, customers can drop out in the middle of the survey (or provide misinformation in the hopes of finishing it faster).

    Instead, focus on the most important questions or topics that you want to cover in your email. Using clear language that avoids technical jargon or industry-specific terms can help ensure that customers understand what you’re asking of them. Additionally, including clear call-to-action and direct questions that encourage customers to respond promptly. Remember to thank customers for their time and input while letting them know how their feedback will be used to enhance your products or services.

    5. Provide incentives for feedback

    Offering incentives can be an effective way to encourage customers to provide feedback. Customers appreciate feeling valued and appreciated. So offering a small token of appreciation in exchange for their time and input can go a long way. However, it’s important to choose the right incentive for your business and target audience. Incentives can range from discounts on future purchases to early access to new products or even exclusive invites to events. Regardless of the type of incentive, be sure to clearly communicate the terms and conditions of the offer upfront to avoid any confusion or disappointment down the line. Remember, following up with customers who provide feedback, even if they don’t receive an incentive, is crucial in building long-term relationships with your customers and improving their overall experience with your brand.

    Improve CX with Effective Customer Feedback Emails

    Responding promptly to customer feedback shows that you take their concerns seriously and care about their experience. This can happen when you equip marketing teams to capture feedback in real time and attend to every customer feedback loop with best possible solutions. Consumers will always be interactive in nature, be it on social media platforms such as Twitter, Facebook or share candid customer reviews on Google business listings. Making the most of customer feedback can lead to improved customer satisfaction, loyalty, and retention, ultimately benefiting your business in the long run.

    1. Analyzing and categorizing feedback

    Analyzing and categorizing opinions can give you a clear idea of where a certain product is headed and which areas can businesses improve or upgrade. By identifying different type of feedback gathered, you can make informed decisions about how to best allocate resources for products or services. This process involves carefully reviewing each piece of service or product feedback and assigning it to a relevant category. Once you have categorized the responses, you can use it to generate insights into customer preferences and pain points.

    To make the process easier, consider using a feedback management tool that can automatically analyze and categorize feedback for you. This will save you time and ensure that you are capturing all of the relevant information. Once you have analyzed the responses, it’s important to take action on it by making changes to your products or services. This shows your customers that you value their input and are committed to improving their experience with your brand.

    2. Implementing changes based on responses

    Implementing changes based on customer feedback is essential for improving the overall customer experience. It not only shows customers that their opinions are valued but also helps businesses identify and address the most pressing areas of concern. Before making any changes, it’s important to carefully review and analyze the feedback to ensure that the proposed changes are addressing the root cause of the issue. Communication with customers is also key – let them know what changes you plan to make and how it will improve their experience. Tracking the impact of these changes over time through continued customer feedback and data analysis can help refine and improve product development further.

    3. Responding to customer feedback

    It is not just enough to collect customer feedback and keep it for the dashboard. A responsive customer support team is the most important department of any business. When customers take the time to provide feedback, they want to know that their input has been heard and valued. Acknowledging their feedback is a great way to show them that you care about their experiences. Responding promptly and offering feasible solutions or compensation can improve the customer satisfaction score with time. This approach not only helps build positive relationships with customers but also enhances the overall customer experience, leading to increased loyalty and retention.

    4. Using responses to improve customer experience

    Customer feedback is a valuable tool for improving overall customer experience. When you get responses for every issue, this is an opportunity to build new features into the product app or offer better services during various customer touch points. Acting on this feedback can lead to increased customer loyalty and improve the level of satisfaction. Regularly soliciting and acting on respondent feedback can also help businesses stay ahead of the competition.

    Best Practices for Sending Customer Feedback Emails

    Crafting effective customer feedback emails is essential, but it’s equally important to follow best practices when sending them. Here are some recommendations businesses can follow while opting to improve their email surveys.

    1. Choose the right frequency for sending emails

    Sending too many emails can lead to customers feeling overwhelmed or annoyed to the point they could unsubscribe from business communications. Sending too few can result in missed opportunities to gather valuable feedback or share about new product offerings. Consider sending emails after specific interactions, such as a purchase or support ticket resolution, and personalize them with details about the customer’s experience. By finding the right balance in frequency and content, you can maximize the impact of your customer feedback emails and have action oriented customer surveys.

    2. Optimize email design for mobile devices

    Optimizing email design for mobile devices involves using a simple and clear layout with a font size that is easy to read on smaller screens and including images that are optimized for mobile viewing. Using responsive design techniques can ensure that emails are properly formatted for different screen sizes. Businesses can opt for interactive and dynamic AMP format of emails whereby respondents can easily answer within the mail without a browser based site. AMP is also compatible across desktops, mobile and tablet devices. Keeping new age technology can bring a high response rate.

    3. Test and measure email performance regularly

    Regularly testing and measuring the performance of your customer feedback emails also determines response rate, interactivity of the emails and compatibility across devices. Every technical error should be sorted out before sending any formal communication to your clients. By analyzing open rates, click-through rates, and response rates, you can get valuable insights into what’s working and what’s not. A/B testing is an effective way to compare different email formats, subject lines, and calls-to-action. This can help you identify the most successful elements and apply them to future feedback emails.


    All of the best practices and apt guidelines can empower businesses to collect feedback in a manner that ensures maximum customer success. Just as they put efforts to retain customers, onboarding new customers and offering them constant assistance is a hallmark of a competitive business. 

    By sending different types of customer feedback emails at the right time, crafting effective content, and making the most out of the feedback , businesses can make significant improvements to their operations. It is important to follow best practices such as choosing the right frequency for sending emails, optimizing email design for mobile devices, and testing and measuring email performance regularly.

    If you’re looking to maximize your customer experience efforts, signup for our 14 day free trial here. No credit card needed.