If you want to improve your marketing strategy to drive better results, getting customer feedback is a great way to go about it. Every business, from independent startups to international corporations, relies heavily on learning from its clients. As a business, you cannot afford to simply guess your customer’s wants and needs, instead, you need to get to know the client properly in order to exceed their expectations.
Surveys are perhaps the most effective tool for gaining client feedback, though getting users to actually complete them can be somewhat of a challenge. People generally aren’t too willing to give up their spare time on answering questions just because an email landed in their inbox. As such, a client case study shows that the average survey response rate is about 10%, and even well-renowned brands may struggle to hit the 25% mark (source). So what can you do to encourage your customers to provide valuable feedback through a survey that you have created?
We’ve gathered some tips that will help you create the most effective emails that invite recipients to complete your surveys:
We’d really like to hear your feedback about [topic of the survey]. It will really help us improve [pain point] so that we can provide a better customer experience for all of our clients.
As a thank you for completing our short survey, which will only take about [Y] minutes of your time, we are offering all respondents a [X]% discount code off their next purchase in our online store!
To take advantage of this opportunity, please click the survey link below:
Thanks for your time, it is really appreciated.
The [company] team
The opinions of our users are of the utmost importance to [company], which is why we’d love for you to answer one simple question for us.
Your feedback will help shape the direction of our future content, so we hope you agree that it will be mutually beneficial to find out what you really think.
You can answer our single-question survey by clicking on your preferred choice below:
We really appreciate your feedback– it will help us achieve our goal of exceeding the expectations of all of our clients.
[Name], [position] at [company]
You recently purchased [product/service] in our online store, and we’d be extremely grateful to hear your thoughts about it.
The survey will only take [X} minutes to complete, and your feedback will help us improve future [product lines/software versions].
To start, please select your rating below.
[Feedback scale with a link]
Thanks for your input,
We’ve gathered the results of our recent survey, which we really appreciated you answering.
Since you took the time to share your thoughts about [product/service/matter], we thought you might like to know the results.
We are pleased to announce that [X}% of our customers would recommend [product/service] to a friend!
While this is great news, there is still room for improvement, and we will take each of the comments that we received from loyal users like yourself to better ourselves.
Thanks, and enjoy your [Optional reward as a token of appreciation].
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Both options are possible, though it’s not really feasible to embed a survey with multiple questions in an email. If you’re sending a single-question micro survey, then it’s preferable to embed the feedback form in the email so that users can answer it in one click that directs to a confirmation page they can close immediately. It’s also a good idea to link to a full-length survey by embedding the first question in this way.
If you’re embedding the survey into the email, it should only have one question. If you are linking to a longer survey, there are no limitations to its length. The most important thing is to be upfront with your users about how long it will take to complete, otherwise, you risk annoying them and losing respondents.
Surveys allow you to gather valuable data from your existing customers or subscribers, and email is a cost-effective and quick method for receiving a large number of responses to them. You can get honest answers, as your customers will feel free to express their true feelings if the survey is anonymous. Email surveys also allow you to reach your audience on a channel that they already use and are engaged with.
Customer insights are crucial for every customer-focused business as they significantly impact performance, customer retention, and effectiveness. To collect high-quality data, businesses should thoroughly understand their target customers' behavior, preferences, and expectations. This can be achieved by analyzing customer feedback and sentiment, as well as researching potential customers. By leveraging customer insights, businesses can gain deep customer empathy and deliver outstanding customer service experiences.
How to conduct a customer survey
Customer satisfaction is essential for the success of any business, and one effective way to measure it is through customer surveys. However, it is important to ask the right questions, at the right time, and use the feedback to improve satisfaction. Nicereply and Simplesat are customer feedback tools that can help with this process, integrating with LiveAgent to measure satisfaction in various ways. There are different metrics to measure satisfaction, such as customer satisfaction score and net promoter score, and different ways to distribute surveys, such as embedding it into signatures or sending it out automatically after a ticket is resolved. It is important to ask follow-up questions and organize the feedback to make sense of trends and take action accordingly.
Email remains the most powerful and efficient sales and marketing tool, with a potential return on investment of up to 4400%. Email is preferred by 72% of people for receiving promotional content, and has a 90% delivery rate to the intended recipient's inbox. Email campaigns have a higher click-through rate and conversion rate, when compared to social media and other channels. Ready-made email templates can make your work easier and increase your performance. Here are 10 basic sales email templates that can be a great starting point for your help desk email marketing campaigns and outbound sales communications. The templates include inbound lead email, sales introduction email, prospect follow-up email, new product launch email, loyalty program email, upsell email, upgrade offer email, customer birthday offer email, holiday offer email and Black Friday promo email.
Feedback is crucial for businesses to measure satisfaction and perception of performance. Companies that want to stand out should gather and act upon customer feedback. Feedback emails are a way to ask a particular group of recipients for their opinion about a product or service, with various ways to do so such as NPS-like surveys or open-ended questions. Offering incentives like discounts is recommended to encourage customers to provide feedback. LiveAgent offers NiceReply integration to collect customer feedback from emails. The email templates provided offer short and scannable options for gathering feedback.
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