Here are some tips for responding to a feedback request email after a service or purchase:
Thank Them for Taking the Time
• Start by thanking the customer for taking the time to provide feedback. This shows you appreciate them sharing their thoughts.
Apologize for Any Issues
• If they mentioned having any problems or being dissatisfied, apologize sincerely. Even if the issue was out of your control, say you’re sorry they had a negative experience.
Ask Clarifying Questions
• If you need any clarification on their feedback, politely ask for more details. Make sure you fully understand any problems before responding.
Explain How You’ll Improve
• Outline specific steps you are taking to address their concerns. Customers want to know you value their feedback and will make changes.
Offer a Resolution
• If appropriate, offer a resolution such as a refund, coupon, or replacement. This shows you stand behind your product or service.
Invite Them to Contact You
• Let them know you appreciate ongoing feedback and they are welcome to reach out in the future with any additional thoughts. Provide your contact information.
Close by Expressing Appreciation
• End by thanking them again for the helpful feedback and reaffirm your commitment to quality and customer satisfaction.
Following up effectively on feedback requests builds loyalty. For even more email templates and tips, be sure to install the free Chrome extension, superReply! It takes the stress out of replying by helping craft professional responses with just a click.
