What to Say in Customer Feedback EmailsShare:
Both brick-and-mortar and e-commerce businesses use email as a tool to communicate with customers. A business may send out emails like satisfaction surveys and ask for customer feedback about products and services. Businesses may also invite customers to email them with questions, concerns and positive testimonials. The way a business solicits and responds to customer emails can have a positive or negative impact on its reputation.
Email Requesting Feedback
If your business collects customer emails, you can use the data to create a virtual mailing list that works as a simple and cost-effective feedback mechanism. Emails should be short and to the point, and should ask for a specific type of feedback, like how satisfied a customer is with a product, service, business environment or sales support.
Surveys that allow customers to select from a menu of response options can be less time-consuming than emails that ask customers to write out descriptions of their service experience.
If a customer sends a complaint to your business email, a quick response can help minimize the potential damage a negative customer experience can generate. In your response, acknowledge the customer’s concern, and if possible offer solutions for addressing the complaint or make a concession to appease the customer.
For example, “We understand the frustration that occurs with long wait times in a business, and we apologize for any inconvenience your recent wait caused you. We strive to ensure no customers waits in line longer than 10 minutes, and assure you your experience was not typical for our business.
As a way of offering our apologies, please accept the attached gift card for use on your next purchase.”
If a customer takes the time to send your business a complimentary feedback email, use it to your advantage. Thank the customer for their time and let them know the feedback is appreciated. For example, “Thank you for taking the time to share your positive experience with our business.
We are pleased you received superior service from our sales associate, Susan Smith. We will pass along your kind words to both Susan and her immediate supervisor.” Consider asking the customer if their comments can be used in future marketing materials as positive testimonials about your company.
Your emails are formals business communications, and content should be treated as such. Address the recipient by name when possible, and double check content to ensure the document is grammatically correct and contains no typographical errors.
Include the company’s name and the name of the individual responding, as well as the company’s physical address, website and phone number in the event the customer requires additional contact. Provide customers with an “opt out” or “unsubscribe” option in the event they no longer wish to receive your correspondence.