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?
If you’re collecting customer feedback in your app or on your website, you’re taking a calculated risk. You’re interrupting a customer’s experience in order to gather valuable feedback. Since you’re creating an interruption, it’s important to ask for feedback from customers in an especially courteous and brief manner.
To ask for customer feedback with this type of survey, be quick. Use only a single question, such as the NPS or CSAT questions explained above, or a single, open-ended question. You might ask how a customer found your site or app, what they’re trying to do, or what they think about your site overall.
It might also be helpful to incentivize response with a coupon code, both to increase response rates and to keep your customer from becoming annoyed. Remember to use these types of surveys sparingly, and be sure the survey doesn’t pop up more than once for the same customer.
Try one of these templates to ask for feedback from customers on your website or in your app:
3. How Did You Find Us? In-App Customer Feedback Survey Template
Thanks for visiting!
Can you answer a quick question?
How did you find out about our website?
Word of mouth
Something else (please specify)
4. How Is Our Website? In-Site Survey Template
Thanks for using our service!
Can you help us to make our website better?
How easy is it to find what you’re looking for on our site?
0 – 1 – 2 – 3 – 4 – 5
How can we improve?
In some cases, you may want to find out more detailed information about how your customers use your services, products, app or website. You might also want to know demographic information about your customers, so you can target your advertisements better or learn about their needs and concerns. These surveys are generally longer, so you’ll have fewer responses. Since you’re asking for more information from your customer, it’s also a good idea to provide more details about why you’re asking these questions, and what you’re using the information for.
This type of survey works best when sent via email. This way, the customer can fill it out when they have time. It’s also easier to manage the response in an electronic format. Since these types of surveys also take longer to complete, it’s a good ideal to incentivize responses, and make them more personal. Try the following template to ask for feedback from customers with a detailed survey.
5. Detailed Survey Request Template
Hello (Customer name),
My name is (Representative name) and I’m collecting feedback for (company name). We want to get to know our customers better, so we can create a better experience for you. We’re hoping that you’ll be a part of our Customer Demographic Survey, and tell us about yourself.
This survey is about (number of questions) long and will take about (number of minutes) to complete. Your responses are completely anonymous, and we won’t release this information to any other parties. When you complete the survey, you’ll be entered to win a (prize) to show our appreciation!
Click the link below to get started. If you have any questions, we’re here to help!
(Link to survey)
Though it’s difficult to see a customer leave or move to a lower tier of service, this is perhaps the best time to ask for feedback from customers. If your customer encountered a problem, or they were looking for a different service or product, a feedback survey will tell you what it is.
Even though your customer is leaving or lowering their tier of service, it’s important to maintain positive communication. The exit survey should be courteous and appreciative of your customer’s patronage up until this point. This will help to keep the lines of communication open if the customer changes their mind, and increase the likelihood of response.
6. Exit Survey Template
Hi (Customer’s name)
We’re sorry to see you go. All of us at (company name) appreciate your business and we’d love to know what we can do better. Would you please tell us about your experience? This will help us to improve!
Why are you leaving (company name)?
I found a better price with another business
I found better features with another business
I no longer need this product/service any more
I encountered a problem
Can you tell us which competitor you switched to, or what problem you encountered?
Knowing how to ask for feedback from customers can help you gather more responses and answer important questions about your business. Use these templates in an email, in-store survey, pop-up or another survey to gather information when its fresh in your customers’ minds.
Posted in: Customer Feedback