It's not your customer's job to requite you lot direct feedback after each interaction with your brand. Their office is to merely make a purchase with you and hopefully receive the intended value. So, when a customer does give you feedback, information technology'due south a very kind gesture.

Whether that feedback is positive or negative, information technology was likely written with the intention of improving client experiences in the futurity. No affair what, feedback is valuable and tin can provide of import insights for you to consider as y'all adapt your marketing strategy.

Since feedback is something customers choose to selflessly write and submit in their free time, the least you can practise is write them a 18-carat thanks letter of the alphabet in return. Later on all, it's important to send your customers thank y'all letters simply to show them you lot appreciate their time and trust. Then, below, we've included some tips on how to write a thank you lot letter specifically in response to customer feedback.

→ Access Now: 11 Customer Thank You Letter Templates [Free Prompts]

12 Tips for Writing a Give thanks You lot Letter of the alphabet for Client Feedback

Pro Tip: Use HubSpot'southward Customer Cheers Letter of the alphabet Templates

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1. Review the feedback advisedly before writing a response.

The worst thing you can practice is immediately craft a thank you letter when yous receive client feedback. For positive feedback, this may event in a letter that's overzealous. For negative feedback, this could cause you lot to be thoughtless and unprofessional.

Take some fourth dimension to read and re-read the feedback, and consider passing it forth to others for review. After you've become calm and nerveless, you lot can start drafting a letter. Yous desire to remain warm and grateful, nonetheless professional, when responding to positive feedback. Y'all should never take that opportunity to inquire them for annihilation more.

It can be difficult to know how to respond to negative feedback from customers. Just think that fighting fire with fire will merely brand matters worse. By viewing things from their perspective, you can remain empathetic.

2. Address customers past their offset name.

Y'all never want to pull the horrible mistake that's accidentally leaving a "Dear [Customer]" field equally such. Brand sure your personalization tokens are actually filling in with the appropriate names.

Using a customer's start name — versus their starting time and terminal proper name or terminal name with a title — is more personal. Information technology shows that you've adult a solid relationship with that customer and that you feel comfortable addressing them on a first-name basis. So, evidently, you should close out the email with your offset name, too.

3. Give thanks customers twice.

It'due south always good to start out the letter by thanking the client for offering feedback. This shows, correct away, that you appreciated the effort they took to arts and crafts a review. No matter if the feedback was positive or negative, information technology still deserves acknowledgment.

Yous should also close out the letter with a second thank you. This is especially important if the feedback is negative. You might have used the body of the email to limited business concern over the feedback, give explanations, or hash out ways you may amend in the futurity. But, to sum it all upwards, you're grateful that the client let you know near a negative experience so you could come to these conclusions.

4. Apologize for the inconvenience, if necessary.

Specifically for negative feedback, it's important to apologize regardless of whether you believe it to be accurate or non. Even if you recollect their anger or frustrations are misplaced, remind yourself that they're probably pretty upset and disappointed if they took the time to formulate feedback.

And so, say sorry and mean it — or at least pretend to. If you can, hope them that your team will work difficult to ensure that that incident will never happen again. If something went terribly incorrect, like a back up rep accidentally deleting all your e-mail contacts, you may consider offering an incentive in return. That should but exist reserved for extreme circumstances as you don't desire your company to be taken advantage of.

5. Show them some empathy.

It can feel frustrating for a customer if a company responds to their honest feedback with a listing of defensive explanations. Accept a moment at the beginning of the letter to acknowledge that y'all run into what they're saying and understand how information technology must accept fabricated them feel.

This is valid for both positive and negative feedback. Simply, customers want to experience heard. They desire to know that their feedback is actually going to be used to improve the customer experience and not just thrown away. So, show them that it's meaningful to yous by responding with empathy and care.

half-dozen. Give a brief explanation based on their feedback.

It's overnice for customers to know that you've taken the time to read their feedback and really analyze information technology. For positive feedback, this commonly ways extending how happy yous are that they had such a great feel. You can outline what teams were involved in that process, and how you lot're e'er working building stronger customer interactions.

For negative feedback, you may desire to effort to explicate what may have gone wrong. Hopefully, that negative experience was an outlier, and yous can explain the circumstances that acquired it to occur. If information technology has been a recurring complaint, you tin can be honest and acknowledge that, but be sure to tell them what changes are being discussed and implemented to preclude those incidents from happening again.

7. Get out room for them to add together additional information.

Your customer may have more to add that they forgot to include in the original feedback. So, earlier closing your alphabetic character, brand sure to allow them know they can ever contact you with additional questions, comments, or concerns.

This opens upward an opportunity for your human relationship to grow beyond this specific incident. They will feel more comfortable coming to you with feedback in the future, and that will only help you consistently adapt and improve your client conversations.

8. Include a small gift.

It's important to call up that it's not the customer'southward responsibility to provide your business with feedback. Be grateful when they do, as they're dedicating their gratis time to giving y'all communication.

If you lot want to truly give thanks them for their efforts, then requite them something of value in render. It doesn't have to exist big or expensive — a pocket-sized discount or reward will do. One way to do this is to offer a costless download or content link which will gratify customer interests while drawing more traffic towards your site.

ix. Personalize the customer experience.

Near companies accept a contingency program in place when sorting through customer feedback. If the review is overly negative, the company volition send a standard discount or apology reconciling the effect. Sometimes if the review is extremely positive, the customer volition receive a gift for their customer loyalty as well. While this is a practiced intention, information technology doesn't personalize the experience for the customer.

Studies show that nearly 41% of customers switch companies due to poor personalization. If yous but send customers the same gift every fourth dimension they're upset or happy, they're going to catch on to your organization.

Instead, provide rewards or discounts that are specific to the customer'south feedback. If they say they liked a production, send them a discount to buy some other ane or to upgrade. If they didn't like a product, offer a gratuitous render or a replacement for some other production. This personalization will make your thank you letter of the alphabet much more genuine too as more constructive.

10. Avoid upselling and cross-selling.

Customer reviews aren't typically the best time to approach customers with a sales pitch. When a client leaves a negative review, the last matter they're thinking of is buying some other product from you. Even if the review is positive, reaching out with another sales offer can make your cheers letter appear as a ways to another sale.

While it may be tempting to upsell or cross-sell, these sales tactics are unremarkably ineffective when thanking customers for reviews. Instead, focus on actually reading the customer'due south review and appreciate the value that their insight provides. Just because you lot aren't making some other sale doesn't mean you aren't deriving added value from these customer insights.

11. Be timely with your response.

If you lot desire to optimize the effectiveness of y'all thanks letter, and so it needs to be delivered in a timely way. When customers leave a negative review, respond to them immediately to learn more about their interaction with your company. This shows that you're closely monitoring feedback and are deeply invested in customer needs.

One factor to continue in mind here is that the timing of your response may depend on the communication medium you're working with. For instance, 64% of Twitter users expect a response from a visitor within i hour, while in comparison, 85% of Facebook users expect a response within half-dozen hours. Each social media channel has its ain unique response standards which tin play a major role in the client'south experience.

12. Consider adopting customer service tools.

Businesses that are looking to build customer loyalty need to be organized and consistent. Even your thank you messages should match the tone and feel of your brand's epitome. If your thank y'all letter doesn't have the same quality every bit the remainder of your content the client may view it as a half-hearted endeavour.

Consider adopting customer service tools to ensure consistency in your messaging. Tools like help desk software and e-mail templates can help your squad keep track of customer feedback and deliver consistent responses. This way you tin optimize your team'due south efficiency without sacrificing the quality of your customer service.

Based on these tips, we've created the perfect thank you letter templates that will surely please your customers.

Thank You for Your Review Letter

Give thanks You Letter for Positive Customer Feedback

Thanks Letter for Constructive Customer Feedback

Next, check out this postal service on when to collect customer feedback.

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Originally published Apr fifteen, 2019 11:00:00 PM, updated June 15 2021