It's non your client'southward job to give y'all straight feedback afterward each interaction with your brand. Their part is to simply make a purchase with you and hopefully receive the intended value. And then, when a client does give you feedback, it's a very kind gesture.

Whether that feedback is positive or negative, it was likely written with the intention of improving customer experiences in the future. No matter what, feedback is valuable and tin can provide important insights for you to consider as yous suit your marketing strategy.

Since feedback is something customers cull to selflessly write and submit in their free time, the least you tin practice is write them a 18-carat give thanks you alphabetic character in return. Later all, information technology's important to send your customers give thanks you letters but to bear witness them you appreciate their fourth dimension and trust. So, beneath, nosotros've included some tips on how to write a thank you letter specifically in response to customer feedback.

→ Access Now: 11 Customer Thank You Letter Templates [Free Prompts]

12 Tips for Writing a Give thanks You Letter for Client Feedback

Pro Tip: Use HubSpot's Client Thank You Letter Templates

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1. Review the feedback carefully before writing a response.

The worst thing you can practice is immediately craft a thank yous alphabetic character when y'all receive customer feedback. For positive feedback, this may issue in a letter that'south overzealous. For negative feedback, this could crusade you to be thoughtless and unprofessional.

Take some time to read and re-read the feedback, and consider passing it forth to others for review. Subsequently you've get calm and collected, y'all tin beginning drafting a letter. You want to remain warm and grateful, yet professional, when responding to positive feedback. Yous should never take that opportunity to ask them for anything more.

It can be difficult to know how to reply to negative feedback from customers. Just call up that fighting burn down with fire will only make matters worse. Past viewing things from their perspective, yous can remain empathetic.

2. Accost customers by their beginning name.

You lot never want to pull the horrible mistake that's accidentally leaving a "Beloved [Customer]" field every bit such. Make sure your personalization tokens are actually filling in with the advisable names.

Using a customer'due south commencement name — versus their outset and concluding name or last proper noun with a title — is more personal. It shows that y'all've developed a solid relationship with that customer and that you feel comfy addressing them on a first-name basis. So, evidently, you lot should shut out the email with your outset name, too.

three. Thank customers twice.

Information technology's always good to start out the letter of the alphabet by thanking the customer for offer feedback. This shows, right abroad, that you appreciated the endeavor they took to arts and crafts a review. No matter if the feedback was positive or negative, it still deserves acquittance.

Yous should also shut out the letter of the alphabet with a 2d thank you. This is especially important if the feedback is negative. You might have used the torso of the e-mail to express business organisation over the feedback, give explanations, or hash out ways y'all may ameliorate in the future. But, to sum it all up, you're grateful that the customer permit you know near a negative feel so you lot could come to these conclusions.

4. Repent for the inconvenience, if necessary.

Specifically for negative feedback, information technology's important to apologize regardless of whether you lot believe information technology to exist authentic or not. Even if you lot think their anger or frustrations are misplaced, remind yourself that they're probably pretty upset and disappointed if they took the time to formulate feedback.

So, say distressing and mean it — or at least pretend to. If you can, promise them that your team will piece of work hard to ensure that that incident will never happen once more. If something went terribly wrong, like a support rep accidentally deleting all your email contacts, you may consider offering an incentive in return. That should only be reserved for extreme circumstances equally you don't want your company to be taken advantage of.

5. Show them some empathy.

It can feel frustrating for a client if a company responds to their honest feedback with a listing of defensive explanations. Accept a moment at the start of the letter to acknowledge that y'all see what they're saying and understand how it must accept made them feel.

This is valid for both positive and negative feedback. Simply, customers want to feel heard. They want to know that their feedback is actually going to be used to meliorate the customer experience and not just thrown away. So, prove them that it's meaningful to you by responding with empathy and care.

six. Give a brief explanation based on their feedback.

It's nice for customers to know that you've taken the fourth dimension to read their feedback and really clarify it. For positive feedback, this ordinarily means extending how happy you lot are that they had such a great experience. You can outline what teams were involved in that process, and how you're ever working building stronger customer interactions.

For negative feedback, you may want to try to explain what may take gone incorrect. Hopefully, that negative experience was an outlier, and you tin explain the circumstances that caused information technology to occur. If it has been a recurring complaint, y'all can exist honest and acknowledge that, merely be sure to tell them what changes are being discussed and implemented to prevent those incidents from happening once more.

7. Leave room for them to add additional information.

Your client may have more than to add that they forgot to include in the original feedback. Then, earlier closing your letter, brand certain to let them know they can always contact y'all with boosted questions, comments, or concerns.

This opens up an opportunity for your relationship to grow across this specific incident. They will feel more comfy coming to you with feedback in the time to come, and that volition but aid you consistently adjust and improve your customer conversations.

8. Include a minor gift.

It's important to remember that it'south not the customer's responsibleness to provide your business with feedback. Exist grateful when they practise, every bit they're dedicating their gratuitous time to giving you communication.

If you want to truly thank them for their efforts, then requite them something of value in render. It doesn't take to be large or expensive — a modest disbelieve or advantage will do. One way to do this is to offer a free download or content link which will appease customer interests while cartoon more traffic towards your site.

9. Personalize the customer feel.

Most companies take a contingency plan in place when sorting through customer feedback. If the review is overly negative, the visitor will send a standard discount or apology reconciling the issue. Sometimes if the review is extremely positive, the customer will receive a gift for their customer loyalty every bit well. While this is a skillful intention, it doesn't personalize the experience for the customer.

Studies show that about 41% of customers switch companies due to poor personalization. If you just transport customers the same souvenir every time they're upset or happy, they're going to catch on to your system.

Instead, provide rewards or discounts that are specific to the customer'southward feedback. If they say they liked a product, send them a discount to buy another i or to upgrade. If they didn't like a product, offer a gratis return or a replacement for another production. This personalization will make your thanks letter of the alphabet much more than genuine also as more than effective.

10. Avert upselling and cross-selling.

Customer reviews aren't typically the best time to approach customers with a sales pitch. When a customer leaves a negative review, the last thing they're thinking of is buying another product from you. Fifty-fifty if the review is positive, reaching out with another sales offer can brand your thank y'all letter appear as a ways to another sale.

While information technology may exist tempting to upsell or cantankerous-sell, these sales tactics are usually ineffective when thanking customers for reviews. Instead, focus on actually reading the customer'southward review and appreciate the value that their insight provides. But because you aren't making another auction doesn't hateful yous aren't deriving added value from these customer insights.

11. Exist timely with your response.

If yous desire to optimize the effectiveness of you thank you alphabetic character, then it needs to exist delivered in a timely mode. When customers leave a negative review, respond to them immediately to learn more about their interaction with your visitor. This shows that you're closely monitoring feedback and are deeply invested in client needs.

One factor to go on in mind hither is that the timing of your response may depend on the advice medium you're working with. For case, 64% of Twitter users expect a response from a visitor inside 1 60 minutes, while in comparison, 85% of Facebook users wait a response within six hours. Each social media channel has its own unique response standards which can play a major role in the customer's experience.

12. Consider adopting customer service tools.

Businesses that are looking to build customer loyalty demand to be organized and consequent. Even your thanks messages should match the tone and feel of your brand's paradigm. If your thank you letter doesn't have the same quality as the remainder of your content the customer may view it every bit a half-hearted effort.

Consider adopting customer service tools to ensure consistency in your messaging. Tools like help desk software and e-mail templates can assistance your team go along runway of client feedback and deliver consequent responses. This way you can optimize your team's efficiency without sacrificing the quality of your customer service.

Based on these tips, we've created the perfect cheers alphabetic character templates that volition surely please your customers.

Cheers for Your Review Letter of the alphabet

Thanks Letter for Positive Customer Feedback

Give thanks You Letter for Constructive Customer Feedback

Adjacent, check out this mail on when to collect customer feedback.

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Originally published Apr 15, 2019 11:00:00 PM, updated June 15 2021