It'due south not your customer's job to give y'all direct feedback after each interaction with your brand. Their role is to simply brand a purchase with you and hopefully receive the intended value. So, when a client does requite you feedback, it'south a very kind gesture.

Whether that feedback is positive or negative, it was likely written with the intention of improving customer experiences in the future. No matter what, feedback is valuable and can provide of import insights for you to consider as you lot accommodate your marketing strategy.

Since feedback is something customers choose to selflessly write and submit in their free fourth dimension, the least you can practise is write them a genuine thank you letter in return. After all, it's important to send your customers cheers letters but to show them you appreciate their time and trust. Then, below, we've included some tips on how to write a thank you letter specifically in response to customer feedback.

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

12 Tips for Writing a Thank You Letter of the alphabet for Client Feedback

Pro Tip: Use HubSpot'south Customer Thank You Letter Templates

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1. Review the feedback carefully earlier writing a response.

The worst thing you can exercise is immediately arts and crafts a cheers alphabetic character when y'all receive customer feedback. For positive feedback, this may result in a letter that's overzealous. For negative feedback, this could cause you to exist thoughtless and unprofessional.

Take some time to read and re-read the feedback, and consider passing it along to others for review. Subsequently you've become at-home and collected, you tin can start drafting a letter. You want to remain warm and grateful, yet professional person, when responding to positive feedback. Yous should never take that opportunity to ask them for anything more than.

Information technology tin be difficult to know how to answer to negative feedback from customers. Just remember that fighting fire with burn volition simply make matters worse. By viewing things from their perspective, you can remain empathetic.

2. Address customers by their first name.

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

Using a customer'due south start name — versus their kickoff and last name or last name with a title — is more personal. It shows that y'all've developed a solid relationship with that client and that you feel comfortable addressing them on a starting time-proper noun basis. And so, patently, yous should close out the email with your first proper name, besides.

three. Thank customers twice.

It'southward always good to beginning out the letter by thanking the customer for offering feedback. This shows, right away, that yous appreciated the effort they took to craft a review. No matter if the feedback was positive or negative, it still deserves acknowledgment.

Y'all should too close out the letter with a second thank yous. This is particularly important if the feedback is negative. You might take used the body of the email to express concern over the feedback, give explanations, or discuss ways you may improve in the time to come. But, to sum it all up, y'all're grateful that the customer let you know almost a negative experience and then you could come to these conclusions.

4. Apologize for the inconvenience, if necessary.

Specifically for negative feedback, it's of import to repent regardless of whether you believe it to exist accurate or not. Even if you call back their acrimony or frustrations are misplaced, remind yourself that they're probably pretty upset and disappointed if they took the time to formulate feedback.

So, say sorry and hateful it — or at least pretend to. If y'all can, promise them that your team will piece of work hard to ensure that that incident will never happen again. If something went terribly wrong, like a back up rep accidentally deleting all your email contacts, yous may consider offering an incentive in return. That should only be reserved for extreme circumstances equally you lot don't desire your company to be taken advantage of.

five. Show them some empathy.

It tin experience frustrating for a client if a company responds to their honest feedback with a list of defensive explanations. Take a moment at the beginning of the letter to admit that you lot see what they're maxim and sympathize how it must have made them feel.

This is valid for both positive and negative feedback. Merely, customers want to experience heard. They want to know that their feedback is really going to be used to meliorate the customer experience and non just thrown away. And so, bear witness them that it'southward meaningful to y'all by responding with empathy and care.

6. Give a brief caption based on their feedback.

It'south nice for customers to know that you've taken the time to read their feedback and actually analyze it. For positive feedback, this usually means extending how happy you are that they had such a groovy experience. You can outline what teams were involved in that process, and how you're always working building stronger customer interactions.

For negative feedback, you may want to endeavor to explain what may have gone wrong. Hopefully, that negative experience was an outlier, and you can explain the circumstances that caused it to occur. If it has been a recurring complaint, yous tin can exist honest and admit that, simply be sure to tell them what changes are being discussed and implemented to forestall those incidents from happening again.

vii. Leave room for them to add additional information.

Your customer may have more than to add that they forgot to include in the original feedback. So, before closing your alphabetic character, make sure to allow them know they tin can ever contact yous with boosted questions, comments, or concerns.

This opens up an opportunity for your human relationship to grow across this specific incident. They will experience more than comfortable coming to you with feedback in the time to come, and that volition only assistance you consistently adjust and improve your customer conversations.

8. Include a small-scale souvenir.

It's of import to call up that information technology'south non the customer'due south responsibleness to provide your business organization with feedback. Exist grateful when they exercise, equally they're dedicating their free time to giving you advice.

If you want to truly thank them for their efforts, and so requite them something of value in return. It doesn't have to be big or expensive — a minor discount or reward volition do. 1 fashion to practice this is to offer a gratis download or content link which will appease customer interests while cartoon more traffic towards your site.

nine. Personalize the customer feel.

Almost companies have a contingency program in identify when sorting through client feedback. If the review is overly negative, the company will ship a standard discount or apology reconciling the outcome. Sometimes if the review is extremely positive, the customer will receive a gift for their customer loyalty also. While this is a good intention, it doesn't personalize the experience for the client.

Studies bear witness that about 41% of customers switch companies due to poor personalization. If you only send customers the aforementioned gift every time they're upset or happy, they're going to catch on to your organization.

Instead, provide rewards or discounts that are specific to the client'due south feedback. If they say they liked a product, send them a discount to purchase another i or to upgrade. If they didn't like a product, offer a free return or a replacement for another product. This personalization will make your thank you alphabetic character much more 18-carat also as more effective.

ten. Avert upselling and cross-selling.

Customer reviews aren't typically the best fourth dimension to approach customers with a sales pitch. When a customer leaves a negative review, the last thing they're thinking of is buying another product from y'all. Even if the review is positive, reaching out with another sales offer can make your give thanks you letter announced equally a ways to some other sale.

While information technology may exist tempting to upsell or cross-sell, these sales tactics are usually ineffective when thanking customers for reviews. Instead, focus on actually reading the client's review and capeesh the value that their insight provides. Just considering you aren't making another sale doesn't hateful you lot aren't deriving added value from these client insights.

11. Be timely with your response.

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

Ane factor to go on in mind here is that the timing of your response may depend on the advice medium you're working with. For example, 64% of Twitter users expect a response from a company within one 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 can play a major role in the customer's experience.

12. Consider adopting customer service tools.

Businesses that are looking to build customer loyalty need to be organized and consistent. Even your cheers messages should lucifer the tone and feel of your make'southward prototype. If your thank you letter doesn't have the aforementioned quality as the remainder of your content the customer may view information technology as a half-hearted try.

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

Based on these tips, we've created the perfect thanks letter templates that volition surely please your customers.

Thank You for Your Review Letter

Thank you Letter for Positive Customer Feedback

Thank You Letter for Effective Customer Feedback

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

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Originally published April 15, 2019 xi:00:00 PM, updated June 15 2021