7 Customer Satisfaction Survey Email Templates to Collect Authentic Opinions
In the competitive marketing landscape, knowing what your customers think about your brand is invaluable.
Imagine this: Your product or service-based business is doing well, but you still want to gather customers’ honest opinions to improve the overall experience and increase revenue.
How do you do it?
A well-crafted customer satisfaction survey email can help. These emails provide your business with direct feedback from customers, helping you understand their pain points, improve offers, and enhance customer experience.
However, sending generic survey emails will not get you the required responses. Your survey emails must make the customer feel heard, valued, and understood. After all, they want to ensure their time is spent in the right place.
Whether you’re looking for post-purchase insights or product feedback, these 7 customer satisfaction survey email templates and examples will help you drive meaningful changes to your business.
The Importance of Customer Satisfaction Survey Emails
Assessing how well you meet customers’ needs and expectations directly correlates to your revenue. Happy and satisfied customers are more likely to become your loyal ambassadors.
According to a study by Khoros, 83% of the customers feel more loyal to brands that promptly respond to and resolve their queries. Customer survey emails are your golden ticket to building a strong two-way communication with your clients.
Customer email surveys also help segment your audience correctly, alongside the following benefits:
- They provide a personalized experience: Email marketing allows you to provide personalized surveys, addressing recipients by their names and other relevant details.
- They provide timely feedback: Unlike other digital communication channels, email surveys can collect prompt customer responses.
- They encourage repeat business: When customers offer honest feedback, it’s easier to refine your email marketing approach, which encourages more purchases.
- They are cost-effective: Emails are a low-cost data collection method compared to focus groups or phone surveys. Emails are also scalable and can be automated for efficiency.
- They make segmentation easier: Customer satisfaction surveys help you segment the audience based on demographic data, psychographic variables, or geographic data.
- They are non-intrusive: The double opt-in process in email marketing ensures your surveys don’t overwhelm subscribers and encourages a response.
- They have a wide reach: Emails reach the recipients right in their inboxes, ensuring prominent and secure feedback.
A well-timed and well-crafted customer survey email can help you understand the voice of the customer and adapt your marketing strategies to their needs and expectations.
Understanding common best practices can help you send tailored customer satisfaction surveys that you can incorporate into the heart of your email marketing strategy.
Best Practices for Writing Customer Satisfaction Emails
Your customer survey emails are more than drafting a few questions. They must accurately reflect your goals.
Follow these customer survey email best practices to effectively streamline your business operations:
- Keep the survey email short: Avoid long introductions and create a straightforward survey – customers are more likely to complete it when it takes little time.
- Personalize the email survey: Use the customer’s name and mention specific brand-related interactions to make them feel valued.
- Use engaging subject lines: Your email subject lines must convey the purpose immediately. For example, “Help us improve your experience.”
- Set the right tone: Your email tone must reflect your brand personality. Appreciate customers for their support and give them a friendly nudge to complete the survey.
- Make it easy to respond: Single-click surveys, such as a thumbs up or star ratings embedded in emails perform better due to its simplicity. For a bigger survey, use an easy to follow CTA.
- Optimize email surveys for mobile: A high percentage of customers open emails on their mobile phones. Optimize your email survey design, copy, and CTA to fit smaller screens.
- Find an optimal time: Consider your audience’s time zone and typical behavior to find the best time to send survey emails.
- Offer an incentive when possible: Even a small incentive, such as free shipping, entry for giveaways, or a discount can motivate customers to act.
- Communicate the value of feedback: Let customers know how their input will be used. For instance, “We use your insights to improve our products to serve you better.”
- Thank your customers: Regardless of the feedback provided, end the survey email with a thank you. Send a follow-up email with a brief appreciation message along with an incentive if applicable.
Let’s now explore the key elements to constructing a great customer satisfaction survey email.
The Best Email Structure for Customer Surveys
A customer survey email is typically short and contains the following elements.
| Component | Why does it matter? | How to write it |
|---|---|---|
| Subject line | The first element customers notice and that encourages them to open the email. | ‣ Keep it clear and concise ‣ Create intrigue and curiosity ‣ Use time-sensitive incentives to encourage more survey email responses |
| Greeting | A customized greeting to make the customers feel valued. | ‣ Use a friendly and personalized greeting ‣ Mention the customer’s name |
| Introduction | Explaining the purpose of the survey allows recipients to pay more attention to their responses. | ‣ Write a brief and engaging introduction ‣ Highlight the advantages of participating in the survey |
| CTA | A clear CTA urges customers to share their valuable feedback. | ‣ Reinforce the deadline if applicable ‣ Craft clear and prominently placed CTAs |
| Survey link | The link leads users to the survey page and is the main source of data collection. | ‣ Check if the links are broken ‣ Ensure the survey links lead to the actual page |
| Signature | Including a friendly signature can ensure higher email survey responses. | ‣ Write a friendly email sign-off ‣ Ask questions to prompt recipients to participate in the email surveys |
Following a proper survey email format can help recipients understand the importance of their feedback and how it can improve their user experience.
7 Effective Customer Satisfaction Survey Email Templates With Examples
Your customer survey emails can range from simple satisfaction ratings to detailed questionnaires. To simplify the process, here are 7 common customer satisfaction survey email templates.
| S.no | Survey Type | What it does |
|---|---|---|
| 1. | Post-purchase | Send it after the customer completes their purchase to understand their shopping experience. |
| 2. | Net promoter score | It measures the likelihood of customers recommending your brand to others. |
| 3. | Customer support experience | It’s sent after customer service assistance to analyze the impact. |
| 4. | Post-event survey | It’s sent after a webinar or event to understand its success. |
| 5. | Customer satisfaction follow-up | It’s sent after an initial survey to measure customer satisfaction after implementing the changes. |
| 6. | Loyalty program feedback | It’s sent to loyalty program members to assess the program benefits and overall value. |
| 7. | Product or service review email | It lets you gather customer feedback and reviews. |
Let’s review them in detail, along with examples and templates. You can use these templates as such or modify them to suit your needs.
1. The Post-purchase Survey Email Example
By sending surveys right after the product purchase, you can gain valuable feedback and improve your products and services, similar to Bellroy.
Ask relevant questions that will broaden the knowledge of your product.
For example:
- What’s your overall satisfaction with the product?
- How was the purchase process?
- How did our product perform?
- Did the delivery meet your expectations?
Why it Works
- Bellroy uses persuasive email copywriting to capture the recipient’s attention.
- The brand uses the heading to let customers know the purpose of the email.
- It uses vivid product imagery to encourage shoppers to consider another purchase.
- It allows customers to share their story with the world through social media.
Post-purchase Survey Email Template
Hi [Customer Name],
We noticed you recently purchased the [Product Name]. Great choice!
We bet you had an outstanding shopping experience with us. If we let you down at some point, please take the time to let us know so we can serve you better in the future.
Don’t have any complaints? We would still appreciate a star rating to let potential users understand the value of our brand and services.
We promise to take only 3 minutes of your time — [Link to survey]
We enjoyed serving you as much as you liked shopping with us. We hope to see you soon!
Best,
[Your Name, Company Name]
2. The Net Promoter Score Survey Email Example
The net promoter score (NPC) is a widely used metric to measure a customer’s loyalty and advocacy. The NPCs are typically single questions on a measuring scale of 10. Simple sends a straightforward email, making it easier to measure this metric.
Why it Works
- Simple uses a short NPC survey.
- The email colors do not distract customers.
Net Promoter Score Survey Email Template
Hi [Customer Name],
We hope you have been enjoying [Brand Name]. Please take a minute to help us improve our services and products.
On a scale of 1-10, how likely are you to recommend [Brand Name] to a friend?
Your feedback is precious to us!
Thanks again for your time.
Best,
[Your Name, Company Name]
3. The Customer Support Survey Email Example
The customer support survey is one of the critical emails that measures the customer’s satisfaction score with your service. Dropbox understands this well, and it shows in its support survey email.
Why it Works
- DropBox uses a simple survey that will take less than a minute to complete.
- It thanks the customers before asking for their feedback.
Customer Support Survey Email Template
Hey [Customer Name],
Thank you for contacting us regarding [Issue]. We hope we were able to resolve your queries and put a smile back on your face!
Please tell us about your overall experience with our support team. Are you:
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
Feel free to share additional comments below. We would love to know why that will help us make your experience better.
Thank you for your time, and we look forward to serving you better in the future.
Best,
[Your Name]
Company support team
4. Post Event Survey Email Example
A simple survey after a webinar or event can give you insights into its success. Send your post-event surveys immediately after the session, when the thoughts are fresh in the participant’s mind, similar to The Maze.
Why it Works
- Maze’s post event survey email aligns with its brand personality.
- It provides crucial links to the conference recording and forum that helps participants build connections.
- It uses a fun and engaging way to ask customers to share their feedback.
Post Event Survey Email Template
Hi [Attendee Name],
We hope you had a wonderful time at [Event Name]. Your participation and enthusiasm made the event a massive success.
We would love to hear your thoughts that will help us improve future events.
[Link to survey]
We’ll use your response to enhance our events and give you a better experience the next time!
Best,
[Your Name]
[Company Name]
5. The Customer Satisfaction Follow-up Email Example
Sometimes, you might have to go a step ahead of the survey emails and ensure customers are completely satisfied with your products and services. Follow-up after a customer’s feedback to understand the quality of your product or service. Robinhood does this well in its satisfaction follow-up email.
Why Does it Work?
- The email survey is designed well with a perfect balance of colors, appropriate fonts, and white space.
- The body copy is personalized and persuasive to urge the customer to participate in the survey.
Customer Satisfaction Follow-up Email Template
Hi [Customer Name],
A while ago, you shared your feedback with us, and we’ve been working hard to improve your experience based on your input.
We would love to know how things are going. Could you take a moment to let us know if you met your expectations?
[Link to survey]
Your feedback continues to help us grow, and we value your detailed comments, if any. Feel free to reach out with any other questions you may have.
Thank you for being so supportive and giving us the opportunity to improve.
Best,
[Your Company Name]
6. The Loyalty Program Feedback Email Example
The loyalty program feedback email is a golden opportunity to understand your most loyal customers’ thoughts on your products and services. Below is an example from Tillamook to illustrate the importance of customer feedback.
Why it Works
- The email heading explicitly states the purpose of the email.
- The email copy is creative and straightforward.
- The CTA is placed prominently to let users take quick action.
Loyalty Program Feedback Email Template
Dear [Loyalty program member’s name],
As one of our loyalty program members, your opinion means the world to us! We’re always looking for ways to make our program better for esteemed customers like you.
We would love to hear about your experience so far. Could you take a moment to complete the survey below?
[Survey link]
If you would like us to add or improve anything in the program, please feel free to share your thoughts. Your feedback will ensure our rewards program truly meets your expectations and benefits you.
Thanks again for your time and feedback.
Best,
[Your Company Name]
7. The Product or Service Review Email Example
Testimonials and customer reviews are important aspects of growing a business. Asking customers to provide specific details can make the process simpler for them and you. Here’s how G2 uses it in their review emails.
Customer review survey example — Source
Why it Works
- The business mentions the email’s purpose in the banner.
- It gives customers a reward or incentive for taking the survey.
- It encourages recipients to forward the email to others for $10.
Product Review Email Template
Hi [Customer Name],
We hope you’re loving our new product! Your experience with our product is important to us and we’d love to hear your thoughts.
Could you please take a few minutes to write a review that will help millions of other people like you make a firm decision?
[Click a star to rate our product]
[Write a detailed review now]
Thank you for choosing [Company Name]. We look forward to serving you better in the future!
Thanks again for taking the time to review our products and services. We hope to see you again soon!
Best,
[Your Name]
[Company Name]
There are various email survey creation tools to help you get started. Choose a tool that has customizable survey templates, branching logic, and other features that make your surveys unique.
Campaign Refinery is a comprehensive email marketing tool that helps you customize survey templates and ensures the highest email deliverability rate on the market.
Survey Creation and Customization With Campaign Refinery
Customer satisfaction surveys are vital to business growth and long-lasting customer relations.
Campaign Refinery understands the importance of sending prompt and professional customer surveys.
We make your survey creation process easier with the following features and tools:
- A clean and effective editor: Create seamless email campaigns by using our intuitive email builder. You can paste your code or build a campaign from scratch.
- Branching logic: Create different sets of questions based on the respondent’s answers.
- Email integration: Integrate with 800+ marketing tools, including email survey platforms.
- Data analysis and reporting: Export survey data to other applications for further analysis or use our reporting tools to identify key trends in customer behavior.
- Email tags: Track customer behavior by assigning tags to them, depending on the links they click on.
- Email gamification: Set points for each action subscribers take on your emails, including responding to surveys.
- Best email deliverability system: Ensure your emails reach the customer’s inbox every time.
Become a part of an elite sender community and enjoy email engagement rates as high as 72.76% — apply to become a client today!
