Send customers a letter inviting them to complete a survey and provide valuable feedback on a recent interaction with your company.
Letter
Customer Communications
Customize the letter template with your personalized artwork, messaging, signature, and contact information.
Suggested merge variables include:
API Documentation:
Letter > Create a Letter > "file"
Standard Envelope Design Templates:
8.5x11 Letter: Design PDF (for 6 pages & less)
Flat Envelope: Design PDF (for >6 pages)
HTML Examples:
8.5x11 Letter: Download HTML
What is the purpose of sending a customer service survey letter?
The purpose of a customer service survey letter is to gather feedback from customers about their experiences with your company’s customer service. This feedback helps identify strengths, reveal areas needing improvement, and guide future service strategies to enhance customer satisfaction.
What should be included in a customer service survey letter?
A customer service survey letter should include a warm greeting, an explanation of the survey’s purpose, and a clear call to action with instructions on how to access the survey. Adding a deadline and a small incentive, like a discount or raffle entry, can encourage customers to participate promptly.
How do I ensure customers respond to the survey letter?
To encourage responses, keep the letter friendly and concise, emphasize how valuable their feedback is, and consider offering an incentive. Mention the survey's estimated completion time, and ensure it's short, as customers are more likely to participate if the survey is quick and easy. Sending the letter through direct mail may improve response rates since direct mail is harder to ignore than email.
Should I send a customer service survey letter via direct mail or email?
Both options work, and the choice depends on your customer base. Direct mail can be effective for certain demographics and adds a formal touch. Direct mail is also harder to ignore than email so may be a better choice for important communication. Email may be faster and allow for easy follow-ups. You can also use both methods to reach a broader audience.
How often should I send customer service survey letters?
It’s best to send survey letters periodically, such as after major customer interactions, like support requests, purchases, or service renewals. Regular surveys (such as quarterly or bi-annually) can provide ongoing insights while avoiding survey fatigue among customers.
How can I use the feedback collected from a customer service survey?
Feedback collected from customer surveys can inform training programs, service policies, and even product improvements. Analyzing survey results helps identify common customer pain points and trends, allowing your company to make data-driven adjustments that improve overall customer satisfaction and loyalty.
