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How to Get Feedback From Customers via Email

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Coordonnatrice Marketing | Rédactrice et graphiste. La création, c'est ma passion !

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When seeking advice from someone, whether for a personal decision or to improve a product or service, it’s important to know how to do it effectively. 

Using an email is a quick and convenient way to request online feedback. However, it’s important to follow certain techniques to maximize the chances of getting an answer. A poorly worded subject line or a long, confusing email could completely discourage your customers from reading your messages to the end!

FREE FRENCH EBOOK 3 Examples of Successful Customer Satisfaction Surveys

In this article, we share with you 8 effective methods for effectively asking someone’s opinion by email. Without further ado, find out how to get feedback from customers via email to maximize your online reputation!

Why is it important to know how to get feedback from customers via email

Sending an email to ask for reviews has many advantages. In addition to enabling quick responses, these messages allow the company to send automated and personalized mass emails, saving valuable management time. This is a perfect tactic to get a high volume of feedback in record time!

If you have a CRM, these responses received by email are also easily archivable and can be consulted later to better know your target clientele. This way, you can offer a highly personalized service based on your clients while limiting the transmission of information between colleagues. Interesting, isn’t it? 

By knowing how to get feedback from customers via email, you will get constructive and useful feedback that will help you make informed decisions and continuously improve your product and service offering. Remember: the more feedback you get, the better your service will be!

How to get feedback from customers via email:8 strategies 

1. Clearly identify the purpose of your message 

When you get to know how to get feedback from customers via email, it is important that the person knows easily and quickly the purpose of your message. A text that is inconsistent with multiple requests at once is highly likely to confuse your reader. It will probably give up reading even before reaching the last sentence of your email!

To encourage your customers to read to the end, be specific in your application. From your subject line, set the purpose of your email and then start the first few lines with the link to the service received. 

When getting to the heart of the matter, emphasize how important it is for the customer to provide input. Explain how this feedback will allow you to continuously improve your services to achieve the best possible experience. You could even take the opportunity to point out that specific and concrete answers would allow you to offer a personalized service based on the feedback received!

Did you know that the rate of customization of your services has a positive impact on the response rate to your satisfaction surveys? With this in mind, emphasize that the feedback obtained will allow your clients to obtain a service that meets their needs and expectations. If you are wondering how to get feedback from customers via email, a clear goal and a personalized service are definitely the way to go!

3 examples of successful customer satisfaction surveys

2. Customize your email 

Imagine: you open your emails regularly. However, every time you validate your inbox, you find emails from the same company. At first glance, nothing differentiates these messages from spam that comes from a malicious user. In addition, when you take the time to read emails, their content is robotic, impersonal and leads almost directly to a suspicious call-to-action. That doesn’t sound like something you would answer, does it?

According to a study conducted by Campaign Monitor, customizing your subject line would increase your response rate by up to 26%. In this sense, if you want to know how to get feedback from customers via email, personalization is a must to get more feedback!

To shed light on this topic, here are 5 tips to customize your advice requests: 

  • Customize your subject line with the name of the customer, the name of your company and the type of service received;
  • Address the recipient by name and briefly mention the nature of the service received or the product purchased;
  • Explain how the feedback will benefit the client;
  • Thank the customer in advance to show your gratitude for the time they invest in your business;
  • If applicable, consider the customer’s preferences and interests in your message. This will show them how much they are considered by your company and will encourage them to leave you honest and authentic feedback!

3. Write a short and concise message 

If your customers are doing you a favor by replying to your emails, it is important to take into account that they do not appreciate long unsolicited messages. Your customers are often busy and don’t have time to read long and complex emails. Such wording could completely discourage your readers from responding to your mailings, which would ultimately have a detrimental impact on your response rate! 

If you want to learn how to get feedback from customers via email, keep in mind that your customers prefer short and direct communications. In that sense, be sure to ask them for their opinion on only one specific topic at a time. This will get their attention right to the end of the email!

If you’re wondering how to get feedback from customers via email, here are 8 tips for getting someone’s opinion through a short and concise email: 

  • Define the purpose of your email from the beginning;
  • Be clear, brief and concise;
  • Use short sentences;
  • Get to the point;
  • Avoid unnecessary explanations;
  • Confirm that your email is between 50 and 150 words. Otherwise, you could lose up to 50% of your respondents;
  • Include a call-to-action that stands out from the email, to make it clear to the customer where to go;
  • Include the time needed to complete your customer satisfaction survey at the end of your email.

Free French EBook - 3 examples of successful customer satisfaction surveys

4. Explain how customer feedback will help improve your services 

As discussed above, customers must understand the purpose of your message. In this sense, if you want to know how to get feedback from customers via email, here is our advice: take care to explain how the feedback obtained will be used to improve your service offering. It will be much more motivating for your respondents to invest time in your business knowing that they will get a better service in return! 

To better educate you, here is a concrete example of an email focusing on how customer feedback will help improve a company’s products and services: 

Dear [Customer Name],

We want to thank you for using our services. We are always looking for ways to improve our offer to better meet your needs. That is why we would like to hear your opinion on our services.

Your feedback will help us understand the strengths and weaknesses of our products and services to respond in a meaningful way. This will also allow us to adjust our services to better meet your expectations and those of our other customers.

Thank you in advance for taking the time to provide your feedback. They are valuable to us and we will strive to use them to improve our services in the future.


[Company Name].

5. Include a clear call-to-action in your email 

Do you want to learn how to get feedback from customers via email? If so, it is essential to clearly indicate where they should go next. If your clients receive an email that doesn’t clearly indicate the link to your survey, they are at high risk of ignoring your request. They won’t want to ask themselves for too long where the link is or to send you a new email to get it!

To this end, ensure that your call-to-action is clear and separate from the rest of your email. This way, your customers will know exactly where to click right away. This will save them time and encourage them to give you valuable feedback!

Here are 3 best practices to build the perfect call-to-action: 

  • Put the call-to-action of a color that reflects your brand and stands out from the bottom of your email;
  • Make a short, concise sentence to indicate where the call-to-action leads;
  • Write the bold text in a color that stands out from the call-to-action button.

How to get feedback from customers via email? Create a button of a different color and write in bold text one of the following examples: 

  • Give my opinion now”;
  • Participate in improving the customer experience”;
  • Give us your opinion”;
  • Answer right now”.

By following these examples, your customers will know your goal as soon as the email opens, as well as where to click to give their feedback. With this strategy, you’ll gain a lot of feedback to improve your customer experience!

6. Use a polite and professional tone

If your email needs to be between 50 and 150 words, you still need to write it with a certain degree of professionalism. A message using familiar language as well as a cold, robotic tone is likely to repel your readers. No one wants to talk to a robot, much less respond to a text that seriously lacks professionalism!

To this end, to maximize your response rate, always use a polite and professional tone. Include a touch of customization to show your customers that you have their best interests at heart. At the beginning of the message, briefly greet your respondents. At the end, thank them for their time investing in your business. These little attentions will show your clients that you treat them with gratitude, professionalism and humanity. Keep these valuable tips in mind to know how to get feedback from customers via email!

7. Proactively follow up with non-respondents

When learning how to get feedback from customers via email, it is possible to encounter a lack of response. Even if you write your emails using best practices, some customers will simply not respond to your request immediately. Accidental suppression of email, forgetting, lack of interest, lack of time: many reasons can cause your customers not to respond to your email. When this happens, it becomes necessary to send reminder emails in order to proactively follow-up with your customers.

When writing a reminder email, be sure to reiterate the purpose of your previous message. While maintaining a polite and professional tone, emphasize the importance of their participation in your satisfaction survey. Explain how giving feedback will benefit them as they will benefit from a better customer experience in the future. You might even use a different approach to try to solicit your most discreet customers. A phone call, a message in their social media inbox, a text message (SMS): use new techniques based on your target audience’s preferences to maximize your online response rate!

When you contact someone again to ask their opinion by email, take care to avoid sending consecutive emails. No one likes to be approached several times by the same company. You could even be considered spam or earn a bad online reputation!

To avoid friction, we advise you to relaunch your customers 1 or 2 times, then wait for the next service to be offered. This will allow them to respond to your emails according to their availability, without putting additional pressure on them. If you want to learn how to get feedback from customers via email, keep this precious advice in mind to optimize your online reputation as well as your response rate!

8. Analyze the results and react accordingly

When completing a customer satisfaction survey, it is normal to expect the company to consider your opinion. An organization that constantly ignores it’s customers’ opinions will soon receive very few responses to their surveys and, ultimately, lose many customers and prospects. In this sense, keeping your promises is of crucial importance to maximize the engagement of your respondents during your electronic mailings!

Think about it: the more you care about your customers, the more your products and services will match their real needs. This feedback will provide you with a unique and personalized experience that will give your respondents a sense of trust and consideration. As you improve your customer experience, you will gain an excellent reputation as a company that respects the opinions of its customers. In return, your customers will be much more likely to give their opinion, since they will know that their feedback is considered by your company! 

If you want to know the secret to know how to get feedback from customers via email, it’s to take concrete actions to show them that their feedback isn’t useless. By improving your experience based on the feedback you receive, you will position yourself as a company of choice for your customers and prospects. This will solidify your customer experience while improving your customers’ engagement, loyalty and satisfaction!

How InputKit can help you get feedback from customers via email

How can a solution help you get feedback from your customers via email? Fortunately, the InputKit Customer Experience Solution might be your answer!

With our solution, you will be able to send automated and personalized emails to ask your customers for their opinions at the right time, 1 to 2 hours after an experience. Our response rate of 45% by email and 53% by text message (SMS) will give you valuable feedback no matter what medium you choose. Thus, you will save many hours of management while collecting as much information as possible to continuously improve your customer experience!

Also, did you know that InputKit has a powerful and centralized dashboard? With this valuable tool and our real-time notifications, you will be notified as soon as a customer has completed an online survey. This feature, along with our powerful CRM, will allow you to keep a constant eye on your customers’ responses as well as the performance indicators that you care about. This will allow you to improve your customer experience and show your respondents that their feedback is heard and considered by your company. This will encourage them to give their true opinion in their future feedback!

Schedule my InputKit Demo to Get Feedback From Customers Via Email

How to get feedback from customers via email? Follow our expert advice to get the best possible response rate to your emails!

From the beginning of your email, customize your message and set a clear goal for your customer. In a professional and polite tone, briefly explain how the feedback is important to your business and will benefit your client. Include a call-to-action that stands out from the rest of your email and then send your message to your clients after a final review. Next, take concrete steps to continuously improve the customer experience based on the feedback received. Also, be sure to proactively follow-up with those who didn’t respond to the previous email to get as many responses as possible. This will certainly help you reap the maximum feedback to position yourself as a company of choice!

Now that you know how to get feedback from customers via email, do you need a solution to help you improve your customer experience? If this is your case, we invite you to plan your free InputKit demo at the time of your choice. Our team of experts will be delighted to contribute to the success of your company! 

If you need further assistance, here is a short video of Max van Collenburg explaining how to get feedback from customers via the perfect email. In this video, Max points out that in terms of email, simplicity often rhymes with efficiency. Don’t hesitate to consult it to optimize the response rate of your emails!

3 Examples of Successful Customer Satisfaction Surveys

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