Comments on: 3 Ways To Request Customer Feedback And Online Reviews By Email

By: Florian

Florian — Tue, 06 Nov 2018 06:37:20 +0000

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By: Hani

Hani — Sat, 20 May 2017 12:51:05 +0000

Thanks Aaron. It’s important to have a strategy for requesting reviews from customers. In addition to regular reviews on Facebook and Google, I like the other options you provide to get feedback and capture and track customer sentiment. Having worked in the marketing research industry I can appreciate the value in presenting a survey to customers instead, or in addition to, review.

By: ivor

ivor — Tue, 11 Apr 2017 16:04:04 +0000

I notice in option 3 Yelp was not included. Was this because of their “do not ask for reviews” policy?https://www.yelp-support.com/article/Don-t-Ask-for-Reviews?l=en_US

By: Aaron Weiche

Aaron Weiche — Wed, 24 Aug 2016 01:15:02 +0000

Hi Paul- thanks for the comment and suggestion. This isn’t possible based on the technology an email client (like Outlook) uses. It’s unable to “store” data so having a comment box in an email isn’t possible. The “Ratings Only” version uses tracking of what number is clicked to log that score, so the action can be tracked. Hope that makes sense and if email client abilities evolve in the future we will consider this. Thanks!

By: Paul Sherland

Paul Sherland — Tue, 16 Aug 2016 18:30:25 +0000

Hey Aaron, this is an excellent article! You do a great job of explaining the options and you make the important point that the feedback you collect from option three is not NPS.

It would be nice if there were an option 4 that placed the NPS rating scale and the comment box in the initial email. The clickable Give Feedback link would be replaced with the NPS question and comments.

I suggest this because people are weary and wary of surveys. I always modify the default email to assure customers that the survey is only one question and will take less than 2 minutes to complete. Customers might be more likely to start the survey if they see how brief it is in the first email. I suspect that some people may think, “how much time will this take” and not click the Give Feedback link. Maybe the Give Feedback link would be better used for the new longer survey option.

Thanks again!