Customer feedback is a powerful tool for solving problems, adding new features or products, and growing your business. Knowing how to ask for feedback from customers can help to increase response rates and improve the quality of the feedback you receive. How you ask for customer feedback will depend on the information you’re looking for, and when and how you ask. In this post, we’ll discuss a variety of customer feedback types, and provide templates for each.
How to Ask for Feedback From Customers: 6 Templates
Email Survey for NPS® and CSAT
One of the most common ways to ask for feedback from customers is Net Promoter Score℠ (NPS) and Customer Satisfaction Score (CSAT). These both use simple, straightforward questions to obtain quantitative feedback that is easy to compare year-over-year. Email is generally a good route for gathering this type of customer feedback, though in-store surveys might also be useful.
NPS uses a single question, “How likely is it that you would recommend our company to a friend or family member?” and a numeric score from 0 to 10. CSAT works similarly, asking about a customer’s level of satisfaction and scoring their answers out of five. Often, CSAT and NPS surveys use emoji, color coding, or word descriptions such as “very satisfied” or “very likely” to make responses clear.
NPS and CSAT surveys are designed to be easy to answer and the data easy to collect, so you can receive many responses and organize them properly. When wondering how to ask for feedback from customers using NPS or CSAT, it’s important to keep your request very brief. You might also include an optional, open-ended follow-up question to gather additional information, but your survey shouldn’t include anything else.
Try these NPS or CSAT templates to ask for feedback from customers. Use emoji buttons or a colored coded scale to increase response rates.
1. CSAT Email Survey Template
Hello (Customer Name)!
Thanks for shopping with us! If you have a moment, can you tell us about your experience?
How satisfied were you with your experience today?
Neither satisfied nor dissatisfied
Can you tell us why you gave that answer?
Thank you for your input! You’re helping to make (Company name) better!
2. NPS Email Survey Template
Hello (Customer name)!
We want to make (company name) better, and we want to know what you think!
How likely would you be to recommend (company name) to a friend or family member?
0 – 1 – 2 – 3 – 4 – 5 – 6 – 7 – 8 – 9 – 10
Can you tell us more about your answer?