6 Customer Feedback Thank You Messages for Every Situation

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 2024 to give you additional customer feedback thank you messages and templates, as well as thank you messages and responses to social media interactions.

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.

Featured Resource: 5 Survey Templates + Customer Feedback Strategy Guide

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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!

Best,

(Your name)
(Your title)
(Your email)

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?”

Featured Resource: 5 Survey Templates + Customer Feedback Strategy Guide

Download the Customer Feedback Strategy Toolkit

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.

Sincerely,
(Your name)
(Your title)

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!

Best,
(Your name)
(Your title)

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.

Featured Resource: 5 Survey Templates + Customer Feedback Strategy Guide

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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!
Best,
(Your name)
(Your title)

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!
Sincerely,
(Your name)
(Your title)

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!”

Featured Resource: 5 Survey Templates + Customer Feedback Strategy Guide

Download the Customer Feedback Strategy Toolkit

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!

Sincerely,
(Your name)
(Your title)

Bonus: 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.

Bonus: 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.

Bonus: Responding to Social Media Comments

Social media can be a very effective way to get the word out about your business, connect with customers, and gather valuable feedback. It can be difficult to know how to respond to social media comments, both good and bad. Let’s take a look at a few customer feedback thank you messages you might use and adapt to your social media channels.

Whether you’re working with Facebook, Instagram, X (formerly Twitter), YouTube, or another platform, comments are generally short. This means appropriate responses are usually short as well. Generally, comments and interactions are generally good for your overall social media presence, and responding to messages can be good, too. However, it’s also important to know when not to interact with comments, which we’ll also cover in this section.

In general, it’s important to remember the following when it comes to responding to comments on social media:

Keep it positive: Wherever possible, maintain a positive tone. If you feel angry, combative, or negative, take a step away.
Stay constructive: Before adding a comment or response, consider the purpose of it. Are you thanking your customer, adding information to the conversation, or bringing something else to the table? If not, the response might not be constructive or valuable.
Don’t feed the trolls: In some cases, bad actors, commonly called “trolls,” may post inflammatory, abusive, or controversial things simply for the troll’s entertainment or to generate attention. These types of comments are best to simply delete and block the user. We’ll discuss this in more detail later in the post.

9. Positive Comments

Positive comments and messages are enjoyable and encouraging. Whether you receive a quick “Great job!” or “Loved this product!” it’s helpful to let your customers know that you received their feedback, and you appreciate it. If you receive hundreds of comments, it may be difficult to respond to all of them, and you might just respond to the first ten or so.

Consider a version of these thank you messages, and feel free to adapt them to your needs.

We appreciate your patronage! Thank you!

We’re so glad you enjoyed it! Thanks!

Thanks for sharing! We appreciate it!

Thanks for the love!

10. Negative Comments

Just like negative emails or negative reviews, it’s hard to read negative comments on your social media channels. After spending time and effort sharing your photos, videos, or updates on social media, it can be disheartening to see negative comments. However, some responses can reflect badly on your business. As previously mentioned, it’s best to keep your responses positive and constructive.

If a user makes a complaint or otherwise expresses dissatisfaction, it can be a good idea to address it. Maybe they had a problem with your product, customer service, prices, or an experience. In general, it’s a good idea to do the following:

Acknowledge and accept: First, acknowledge the customer’s attempt to reach you, and express sympathy or apology for their negative experience.
Fix or inform: If the complaint is legitimate, investigate it, and fix it, if you can. Tell the customer you are working to resolve the issue. Or, if this isn’t a problem you can fix, briefly explain why.
Thank and invite: For legitimate issues, thank the customer for bringing this to your attention. Or, simply thank the customer for reaching out. Invite them to return to your business for a more positive experience.

Remember, this only applies to reasonable customers making a reasonable complaint or comment. Abusive, inflammatory, or “trolling” comments can be addressed more effectively with other methods (we’ll discuss this more later in the post).

Let’s take a look at a few examples of thank you messages you can use in response to negative comments on social media.

Hi [user’s name], we’re sorry to hear our [product/service] wasn’t up to par this time. We hear you, and we’re on it. We’ll be fixing this problem, and we hope you’ll [visit us/shop with us] again soon.

Hi [user’s name], we’re sorry you didn’t have a great experience with us. We work with individual crafters and sell products using fair-trade policies, which is why our prices are higher than you might expect. We hope you’ll be a part of this with us!

Hi [user’s name], thanks for bringing this to our attention. This isn’t how we do business, and we are looking into this problem. We hope you’ll visit us again soon, and we can give you a fantastic experience.

Hi [user’s name], we’re sorry our product didn’t meet your expectations. We do our best to deliver exceptional durability and craftsmanship, but sometimes mistakes happen. Please DM us, so we can make this right.

If you receive a lot of the same complaints, consider removing the original post. Your customers may have interpreted the post differently than you intended. They might not agree with the claims you’ve made or the impression you illustrated, and it might be misleading. Not all posts hit the mark, and that’s okay.

11. Mixed Comments

Sometimes, a comment might include some mixed observations. A customer may have had a good time overall, but they also had some complaints. This is generally a good sign–this customer is pleased, to an extent, but also honest. Other customers will see that this is a real person, not a bot or another fake account.

For these types of comments, thank the customers for their kind words, and address their complaints. Here are a few examples you might use and adapt for your needs:

Thanks for visiting us! We’re glad [product/service] worked well for you. We’re looking into the [issue mentioned], and we’ll be addressing it. We hope you’ll come back again soon!

Thanks for reaching out! We’re glad you had a good visit! We are always working to improve, and we appreciate your honesty too. We hope you’ll visit again soon!

Thanks for the kind words! And thank you for your honesty too. We will look into this issue, and we’re happy to make our business even better. Thanks again!

Thanks for trying out our products! We take a lot of pride in our work, and we appreciate the encouragement. We will also be looking into the issue you mentioned. Thank you for your honesty!

12. Abusive Comments or Trolls

Posting content on social media means engaging with your audience and potential customers, but it also means, sometimes, engaging with bad actors or “trolls.” Trolls can be defined as, “someone making inflammatory, insincere, or off-topic messages online, with the intent of provoking or manipulating others.” Having a few strategies to deal with abusive or inflammatory comments can help if or when dealing with trolls.

When encountering these types of comments, some users simply ignore them. However, it’s important to remember that many trolls are not simply making mindless, cruel commentary for laughs. According to the Center for Countering Digital Hate (CCDH), “Trolling tactics have been adopted around the world by movements seeking to change the knowledge, opinions and values of our societies… to help achieve their political goals.” Many trolls spread misinformation, misdirection, and abuse deliberately under the guise of jokes in order to spread or normalize harmful conspiracy theories and hateful ideologies. Not only do these things detract from your messages, but they contribute to much larger, negative impacts.

What can or should be done about trolls? Throughout this post, we offered some example messages to use as responses to feedback. However, for these types of messages, we recommend not responding at all. In general, responding to these types of messages gives them the credibility, legitimacy, and attention the troll is seeking. Ignoring the messages, but leaving them in public view, can also be seen as giving permission to hateful comments. Instead, consider the Troll Counterstrategy proposed by the CCDH, with some additional adaptations:

Don’t respond: You may be tempted to “prove the troll wrong.” However, according to the CCDH, “for a troll, winning or losing is about how many people see their propaganda.” Responding amplifies the troll’s message.
Delete: If the comment is public and you have the power to delete it, do so. This stops misinformation or hateful messaging from spreading.
Block: Block the user, so they can’t message or comment on your platform any further.
Record: If the troll made several attacks, record these using screenshots.
Report: Report the troll, and provide the screenshots, if applicable.
Turn off comments: If a particular post has been targeted by several trolls, consider turning off the comments, if possible.
Enlist help: In some cases, trolls work together to overwhelm businesses or public figures on social media, and it’s difficult for one person to manage the attack. Talk with friends, coworkers or platform moderators to get some help in managing the situation.

Dealing with trolls can be mentally and emotionally draining. Prioritize your mental health, take a break from social media in general when needed, and remember that trolls are not a reflection of society at large.