When customers give you feedback, whether it’s positive or negative, they’re taking time out of their day to send you an important message. Sometimes the customer is blown away by your hard work and efficiency, and sometimes they’re frustrated by a bad situation. In either case, a customer feedback thank you message can help you make the most of the situation. Here are six customer feedback thank you messages that you can use in any situation. We’ve updated this blog post in 2023 to give you additional customer feedback thank you messages and templates.
Why Are Customer Feedback Thank You Messages Important?
Many businesses don’t reply to customer feedback or reviews that they receive. However, they probably should. Surveys indicate that over 50% of customers expect businesses to respond to negative reviews promptly. But only about 60% of these customers actually get a reply.
Besides not letting customers down, there’s another good reason to respond to customer feedback and reviews. About 97% of consumers who read reviews say they also read responses from the business. Also, about 45% of consumers say they’re more likely to support a business is they see that the business responded to a negative review. One of the best advantages of customer feedback thank you messages is the ability to reach other customers, not necessarily the ones who submitted the review or the message.
For some messages, especially the ones that are unusually cruel or unreasonable, it may seem pointless to respond. But remember that you’re not only writing for the person who submitted the review, but also anyone else who might be reading these reviews at any time. Keep that in mind as you read through these customer feedback thank you messages and consider how you might customize these examples according to your own needs.
6 Customer Feedback Thank You Messages for Every Situation
1. Positive Feedback Email
One of the best feedback messages you can receive is a glowing email from a happy customer. When this happens, give yourself a pat on the back for a job well done. Or, if the customer mentions a specific employee, let them know. Everyone likes to hear nice things.
It’s also important to provide a feedback thank you message. Show your customer that you appreciate that they took time out of their day to send you a message. If a customer is very enthusiastic about your company, this might also be the time to ask for a testimonial. Or, if you’re looking for shorter reviews or more advertising, ask your customer to share their opinion via social media, or on a review site.
Here’s an example positive feedback thank you email to try. You’ll need to customize this email according to what your customer said and the experience that they had.
Hi (customer’s name)
Thank you so much for taking the time to send this! Everyone here at (business name) loves to know that our customers enjoy what we do.
We’re glad that you loved (product, service, experience, person etc.). We are always trying our best to make your experience memorable, and we’re glad that we’ve achieved it!
This is such terrific feedback, we’d really like to share it with others. Would you share what you wrote in a testimonial? We’re collecting written or video testimonials at this link (landing page link). Testimonials really help us spread the word about (business name) and bring in more customers. We hope you’ll help us share your kind words with all of our customers!
Thank you again! We’re looking forward to making your experience even better in the future!
Remember, if you’re not looking for reviews on your website, change the request accordingly. You might try instead, “Would you share what you wrote in a Facebook post?” or “Would you share what you wrote in a Google review?”
2. Negative Feedback Email
A positive feedback thank you email is great to read, but not every message you receive will be positive. At some point, you’ll probably receive a negative feedback email from a customer. These can be hard to read, especially if the message is angry and emotional.
Your customer took the time to send an email instead of writing a review, so there’s a good chance this message will be long. You don’t need to respond to every point, but you should respond to the major ones. Generally, customers take the time to share negative feedback for one of two reasons; they saw a problem and would like it solved, so other customers don’t experience it, or they were frustrated and let down by the experience, and would like it rectified. In your reply, you have a chance to do this.
First, take a breath. It’s better if you don’t reply to this email right away. Walk away for a while and do something else. When you’re ready, use this feedback response template to avoid replying with an overly emotional response.
Hi (customer’s name),
Thank you for taking the time to get in touch. I’m sorry to hear that your experience with (business name) wasn’t good. We try hard to make every experience positive, but sometimes we miss the mark.
Thank you for letting me know about (problem mentioned). I’m going to talk to our team and fix this. Please know that this is not normally how we do business. We want all customers to feel welcome and appreciated, and we’re sorry that this didn’t happen for you.
We hope you’ll consider giving us another try. If so, please use this coupon for (discount or offer). If not, I understand.
Thank you again for bringing this to our attention.
You’ll need to customize this feedback thank you message depending on the negative feedback you receive. If the customer writes a reasonable email pointing out a problem, they simply want it to be solved. If you can solve the problem, do so. Or, if you can’t or won’t, don’t make promises. Either way, acknowledge the situation and offer an apology.
If the customer seems unreasonable, and writes about a problem that can’t be solved, isn’t relevant to your business, or is verbally abusive, try a slightly different approach. Acknowledge the customer’s concerns, and offer a brief, one-sentence explanation. Don’t engage on an emotional level. This is probably a customer you’d prefer not to see again, so consider deleting the paragraph of the template making an offer to welcome them back.
3. Mixed Feedback Email
This email might be a bit perplexing at first. You might not know how exactly to respond. In a mixed feedback email, your customer might tell you that they enjoyed their experience overall, but they had some issues. Or, maybe they had several problems, but still expressed positive feelings towards your business. Though this email might be a bit confusing, your feedback thank you response will still have some common elements.
As previously mentioned, it’s important to acknowledge the problems your customer had. If they are fixable, assure your customer that you will take measures to make a fix. If the problems aren’t fixable, explain why. Here’s a mixed feedback email response template to get you started.
Hi (customer’s name),
Thank you for taking the time to write this, and for pointing out these issues. We work hard to give all of our customers a great experience, and we want to keep improving. I’ve talked with our teams here, and we’re working on fixing these problems. Also, thank you for your kind words about our business. We really appreciate both the kindness and the honesty.
We’re going to fix these issues and we hope you’ll (visit / shop with) us again. As a small thank you for your feedback, I hope you’ll use this (discount or offer) next time.
We hope to see you again soon!
If a customer takes the time to give you both positive and negative feedback, it indicates that they’re an honest, reasonable, and tactful person. They didn’t write to you because they were angry or malicious. This is probably the type of customers you want to keep, so a discount or offer will help them to come back.
4. Positive Review
Reviews are usually shorter than emails, so the feedback thank you message here should be a bit different. It’s a good idea to monitor your reviews regularly, and respond to customers. Studies show that most customers expect businesses to respond to their reviews, though most businesses don’t. Responding will show other potential customers that you are attentive and you care about your customers’ experience.
For this feedback template, let’s assume the review is fairly short, maybe two or three sentences maximum. Maybe the reviewer pointed out a particular thing that they liked, such as a great product.
Hi, (customer’s name)! Thanks for taking the time to post this! We really appreciate it. We also love (feature or product customer mentioned). We also highly recommend (another, related feature or product). We look forward to seeing you again soon!
This can also be a good time to ask for a testimonial or additional review on your website. However, not all review websites allow this. Take time to review the site’s policies first, and remember that policies differ from site to site.
5. Negative Review
A negative review, just like a negative email, is hard to read. A negative review is often worse, since other customers will see it too. You might be tempted to try and remove the negative review somehow. However, if the review is made by a real customer and it’s not abusive or inappropriate, it’s unlikely to be removed. Instead, consider a response that will help the customer and other potential customers reading the review.
Once again, consider what type of negative feedback you’re working with. If the customer points out a problem in a reasonable manner, there’s a chance to fix it. But, if the customer has unrealistic expectations or a complaint you can’t fix, it may be better to briefly explain, and move on.
Try this feedback thank you template for a relatively short negative review.
Hi (customer’s name), we appreciate you taking the time to write a review and bring these issues to our attention. We want you to know that we have solved this problem. We’d love a chance to make this right, so we hope you’ll consider (visiting / shopping with) us again. If we can deliver an exceptional experience for you, we hope you’ll consider editing your review.
We hope to see you soon!
Remember, don’t claim to have fixed the problem unless you have. If the customer pointed out something that can’t really be fixed, or made unrealistic expectations, offer a brief explanation about this instead. For example, if your customer said something like “this store is way too expensive” you might include an explanation like, “Our prices are higher than you might see at other stores because all of our goods are fair trade and help deserving businesses and families flourish. We hope you’ll visit again and be a part of this with us!”
6. Mixed Review
Just like the mixed feedback email, a mixed review can be puzzling. This customer might point out some things they liked, as well as some problems that they had. But, just like the mixed feedback email, a mixed review can be very valuable. When a customer points out good and bad things, they’re probably not being overly emotional or spiteful, they’re being honest. This is probably a reasonable person that would even edit their review if the problems were fixed.
Try this feedback thank you template for a mixed review:
Hi (customer’s name), thank you for taking the time to write us a review. Thank you for the kind words, and also for your honesty. We want to make every customer’s experience great, and we appreciate you pointing out these issues, so we can fix them!
I’ve talked with our team and we’ve fixed these problems. We hope you’ll consider (shopping with / visiting) us again. If we can really deliver the experience we strive for, we hope you’ll consider updating your review.
We hope to see you again!
7. Unreasonable Review
Previously, we’ve talked about customer feedback that is unrealistic or unreasonable. This type of review might include criticism for aspects of your business that you can’t change, or criticism that doesn’t make sense. This might also include unrealistic demands you can’t feasibly meet.
In this case, you may be wondering if it makes sense to reply at all. Ignoring a review like this makes sense, and most customers would probably understand why you chose not to respond. However, if the reviewer makes accusations that could damage your business or mislead other patrons, you may want to respond.
This customer review response is intended to be clear and professional, however it won’t encourage this customer to return. Customers making unrealistic demands of your business probably won’t come back, and this probably isn’t a customer you want to keep. This reply is intended to show your professionalism as a business, show that you’re listening, but also demonstrate that you stand by your business.
Most likely, the customer has made a critique that is at odds with your business model. Maybe they were critiquing your prices, service, business atmosphere, or policies. In this case, it’s a good idea to reiterate the benefits of your business. For example, higher prices might reflect better workmanship or better service. Or, self-service aspects of your business might help you offer lower prices. Or, a particular atmosphere might be appealing to your customer base, but unappealing to others.
Try customizing this customer feedback template to address an unreasonable review:
Hi (customer’s name), I want to let you know that I’ve reviewed your input. At (business name), we take our reviews and customer feedback seriously, and we are happy to address problems that our customers encounter. However, we also stand by the business policies and brand position that makes us unique. The critique that you made about (reiterate customer’s critique here) is not possible to address with our business model. Our (prices / policies / service) reflect the (high-quality workmanship / accepting environment / affordability) of our business. We’re sorry that our business wasn’t a good fit for you, and we wish you the best in the future.
8. Abusive Review
The previous customer feedback review template is intended to address critiques that you couldn’t realistically change. This differs somewhat from an abusive review. Though any negative review can be tough to read, an abusive review can be especially hard. This type of review is emotionally charged, personally attacking, and may use offensive language.
Instead of pointing out specific shortcomings that a reasonable customer might want to see changed, an abusive review might attack a specific person, or show anger or frustration that isn’t really justified by an unpleasant business experience. If the review uses offensive language, you should flag it. While some problems, like reviews that mention an incident that didn’t happen, are more difficult to remove, offensive language is more likely to be removed by moderators.
If you encounter an abusive review, here’s a professional and reasonable template you might start with:
Hi (customer’s name), I’ve reviewed your input. While our team respects and appreciates customer critiques that help us improve, all of our team members also deserve to be treated with respect and courtesy. I’m sorry you were frustrated by your experience with us, but this review is inappropriate for public viewing. (We’ve flagged this review as inappropriate and encourage moderators to act accordingly). We encourage other customers to submit their critiques any time in a reasonable manner, and we will address them.
These feedback thank you responses are just a starting point. You’ll need to customize them based on what your customers say and what they’re looking for. Also, remember that canned, identical responses won’t look good on a public review forum. Listen to your customers, acknowledge their concerns, be friendly and professional, and you can write a five-star response to any type of feedback you receive.
Posted in: Customer Feedback