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Survey request wording
July 31, 2019 Anniversary Wishes 1 comment

I've put together a template of the perfect survey invite which you can just This answers a common concern of email recipients: why am I getting this request?.

If you have a business, you may be wondering how you can get more online reviews. Good reviews, after all, bring a lot of credibility to your company. One of the best ways to snag those important reviews is to ask your customers right after they purchase a product or receive a service from you. The general idea for asking for reviews is to strike while the iron is hot.

Tips To Remember When Asking for Online Reviews

There is a certain finesse to asking for reviews that can increase your chances of receiving more reviews. Our top three tips are pretty simple.

  • Ask when the customer is happiest. Nobody wants to rave about how great your business is if they’ve just finished complaining about your product or service.
  • Ask the customer right after a service is completed (or the product is purchased). In the same vein of “striking while the iron is hot,” stay at the top of your client’s mind by asking for a review immediately after the transaction (while they’re most excited about your business.)
  • Ask for feedback so you can help if they are unhappy. Asking for “feedback” instead of a review is much less intimidating to the customer. Plus, if they’re sour about their experience with you, you’d much rather alleviate any issues first before having them post a poor review about your company. Asking for feedback shows you care about their experience.

Email Templates & Company Communication Makes Everything Easier

Since asking for reviews can be tricky, having a set-in-stone process can ensure consistency across your company. If multiple employees will be asking for reviews, using the same email templates company-wide is a great way to appear professional and keep your entire company on the same page.

Effective communication—to the client and internally—saves you a lot of headaches.

To help you craft your review-request emails, we will show you a list of examples you can send to your customers.

Note: These are generic examples and you should tweak these templates to better reflect your business, but using these templates can protect you from negative reviews help you gain more positive reviews for your business.

Example Email Templates

Product Feedback Email Template

Who should use it: If you sell any tangible products, you will want to ask for product reviews. These show consumers the value of the products you’re selling. Reviews greatly increase trust in what you sell.

Dear [CUSTOMER  NAME],

We are so thrilled you’ve chosen to purchase [specific product name] from us. How are you liking it so far? We are working hard to build a higher quality product for our customers by listening to buyers’ comments and concerns.

We would love to learn more about your opinion. Can you please fill out this survey to give us some feedback?

LINK TO FEEDBACK SURVEY

Our goal is to continue offering top-notch products at good prices, and your review could greatly help us to continue doing so.

I really appreciate you taking out the time to help us improve our offerings!

Thank you,

FIRST NAME

Note: There are several survey services that you can try. Here are a few that we recommend.

Service-Based Business – Direct Review Ask Template

Who should use it: If you provide any type of service—photography, plumbing, accounting, construction etc.—this email template will help you gather those crucial online reviews directly to the platform that you need reviews on.

Suggested Subject: We’d like your feedback!

Hi [FIRST NAME],

Thank you for [describe client relationship, whether loyal, new, etc.]. It has been my pleasure helping [service you provide].

Reviews help our business build an online presence and helps others learn about us. We value your opinion, ould you be willing to take a few minutes to leave us a review?

You can click this link <direct URL to whatever review service you use> to leave us a review.

Thank you so much for taking time out of your day, we appreciate you!

Best regards,
[YOUR NAME]

Asking for a Yelp Review

Who should use this: Every service or product-based company including restaurants, lawyers, consultant, contractor etc. Yelp’s review policy  clearly states, “Don’t ask customers, mailing list subscribers, friends, family, or anyone else to review your business.” However, you can simply allude to your Yelp profile page and nudge the customer in the right direction.

Hi [CUSTOMER NAME],

I see you’ve recently visited our establishment, [business name]. I wanted to follow-up with you to check in about your experience. Did you enjoy everything?

We are committed to providing our customers with a fantastic experience, and your feedback helps us make that possible.

LINK TO YELP PROFILE

Thank you for your time,

[YOUR FIRST NAME]

Asking for a Google Review

Who should use this: If you have a Google Business Page (and you should), you should be seeking Google Reviews. Google Reviews increase your visibility when people search for your services or products via Google.

Dear [CUSTOMER NAME]

How often do you use online reviews to make buying decisions? In today’s digital world, online reviews are very important to companies like ours. That’s why I’m asking for a favor.

Will you take a moment of your time to jot down some feedback on our Google Business Page <insert direct URL>? It’s a very quick and easy way for you to make a difference in how our company provides services for you.

Please feel free to give us a call should you have immediate feedback or concerns about your [product or service purchased]. We want to hear from you and are happy to answer your questions.

Thank you for your time and business!

[YOUR FIRST NAME]

Asking for a Facebook Review

Who should use this: Companies who want Facebook reviews or another social media page where you want reviews.

Hi [CUSTOMER NAME],

I’m writing to thank you for choosing us for [product or service]. It’s our priority to continue providing top-notch service to customers like you, and the best way for us to improve is through customer feedback.

Because social media is so crucial for users to ask for help on buying decisions, we have been focusing on increasing our Facebook presence. It helps us listen to our customers and make changes to the way we do business accordingly. Would you be willing to leave us a review on Facebook? It should only take a couple minutes and would make an immense difference to our company.

If you are willing, you can follow [this link] to leave a Facebook review for us.

Please let me know if you are not pleased with [product or service], and we can speak about it personally so you are sure you’ve heard.

Thank you again for your business and your time!

Best regards,

[YOUR NAME]

Stay True to Your Business

As we mentioned above, these templates are meant to be used as guidelines, and they might not work for every single situation you encounter. Use them as a starting point to help you craft the most effective emails for your company, and be sure to use your own voice so customers don’t feel they’re talking to a robot.

The best results can come when you stay true to your brand, so tweak as needed. Good luck reaching out and getting new online reviews!

 

If you want more responses faster, try sending out survey requests during peak If you need a short customer satisfaction questionnaire template, try the.

Questionnaire: Definition, Examples, Design and Types

survey request wording

Questionnaire writing is one of the most fundamental parts of survey research. The answers and insights you get from your survey are only as good as the questions you ask. Researchers spend a great deal of time drafting a questionnaire. Countless meetings and reviews may take place on what questions to include and how to word it.

Proper question wording is also critical to the survey respondent experience and engagement. Questions need to be clear and succinct. A poorly worded question may confuse the respondent and fail to accurately capture their opinions. A respondent may misinterpret (or there may be a variety of different interpretations) a question, ultimately leading to unclear results. On the other hand, good question wording can help ensure you get the insights you seek and improve survey participation and enjoyment. Here are some tips to keep in mind when writing questions, including basic wording problems to avoid:

1 Avoid unnecessary wording

Don’t make the respondent read more than they have to. This makes the survey experience more difficult than it needs to be. Tedious surveys lead to lower data quality.

Example:Now please think about your role models. It may help to think of individuals that achieved things you admire or mentors you’ve learned from. Use the following scale, indicate which characteristics describe the role models you’ve had in life.

Consider whether scene-setting is necessary for your question. Often times it can be simplified: What characteristics describe the role models in your life?

Example:Why haven’t you tried Tony’s brand rice before?

  • I looked for them but couldn’t find them in my store
  • I had a friend/family member tell me that I should not buy that brand
  • It didn’t seem appealing to me based on what I know about the brand

Each of these answers options can be shortened:

  • I couldn’t find them in my store
  • The brand doesn’t appeal to me
  • A friend/family member advised against it

2 Avoid leading the respondent

These are phrases that encourage respondents to answer a certain way. This leads to poor data quality since you’ve biased the respondent answers. Strive instead to be neutral.

Example:Do you believe education is important for the future health of the country?

The way this question is asked, it leads to only one response. This only logical answer is to agree.

Instead you may ask:

What do you see as the most important issue facing the future health of the country?

  • Education
  • Healthcare
  • The Budget Deficit
  • Other

This forces respondents to prioritize what’s important to them and prevents a “want it all” response. Questions that have only one logical answer are usually best rephrased as a trade off among competing choices.

Example:The Toyota Camry is the best selling car in America. Would you consider buying one?

People will tend to agree with what is popular or socially acceptable. Stating that the Camry is the best selling car in America encourages the respondent to affirm the question.

Instead, use more neutral wording, and ask: Would you consider purchasing a Toyota Camry?

3 Seek to be understood

Avoid using technical jargon or “marketing speak.” Instead, use everyday language. It helps to be conversational as respondents will find plain language easy to read and understand at a glance. This will lead to a much more enjoyable survey experience.

Example:On a scale of 1 to 5 where 1 means ‘completely dissatisfied’ and 5 means ‘completely satisfied’, how would you rate your hotel experience?

Plain English: How satisfied were you with your hotel experience…?

Example:At which of the following stores or websites did you actually shop for clothing for your most recent purchase?

Plain English: The last time you bought clothes, where did you buy it?

Be careful about using slang terms and vernacular that might not be understood. But do follow conversational norms with your intended audience and this will yield quicker and better quality responses.

Example:Are you against or for Proposition ABC?

Instead: Are you for or against Proposition ABC?

4 Be sensitive

Respondent will drop out of a survey if they encounter a question which asks for sensitive information. In such situations, avoid direct questioning or asking for specifics. You can also make the question optional or provide an opt out answer like “prefer not to answer.”

Example:What is your position towards the LGBTQ community?

  • I strongly support
  • I somewhat support
  • Neutral
  • I’m somewhat against
  • I’m strongly against

Respondents are likely to avoid giving socially unacceptable answers. A less extreme set of answer choices would be more suitable in this case:

  • I strongly identify with/advocate for
  • I identify with/advocate for
  • I don’t identify with/advocate for
  • Not sure

Example:What is your annual income? _______________

Asking directly for someone’s income may lead to dropout. This is a sensitive topic. Instead ask:

Which of the following categories best describes your annual income?

  • Less than $15,000
  • $15,000 to $24,999
  • $25,000 to $34,999
  • $35,000 to $49,999
  • $50,000 to $74,999
  • $75,000 to $99,999
  • $100,000 to $124,999
  • $125,000 to $149,999
  • $150,000 or more
  • I prefer not to answer

5 Stay consistent

Nothing is more confusing than seeing a rating scale formatted or written one way, then using a completely different structure for another question. Here are some areas to watch out for:

  • Rating scale consistency — make sure the positive and negative ends of the scale are aligned in the same direction throughout
  • Keep scale labels consistent where it makes sense
  • If presenting the same answer options across multiple questions; keep the row order the same
  • Keep font and styling consistent
  • Keep any visuals (e.g. brand logos) consistent throughout

Respondents will spend the most time in a survey reading your questions and answer options. It pays, then for you, the researcher to spend the most time considering how these are written. You not only want to capture accurate data, but also provide a clear and friendly survey experience for your respondents. Confusing and long-winded questions distract from getting the insights you want, and also turn the respondents off from your survey. Seek to be understood, use simple and concise language, and strive for a smooth, frustration-free survey.

WATCH THE VIDEO ON THEME: How to Write a Survey or Questionnaire
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How To Ask For Reviews From Your Business Customers With Examples

survey request wording

A common way to recruit respondents to take surveys is by sending an invitation email.  Getting the survey invitation email right is vital to ensuring good response rates. A poor invitation email can lead to poor survey participation jeopardizing your ability to do any meaningful analysis of the survey data.

Fortunately, there are simple things researchers can do when crafting a survey invitation email template that will maximize survey response rates. In this article, we will cover easy to follow best practices for crafting a great survey email invitation. We will then walk through a free sample survey email invitation template that you can use for your own emails.

Make it clear it’s from you

The email should be clearly “from” your organization. If the sender is someone the recipient recognizes, they’re much more likely to open and engage with the email.

Write a descriptive subject line for your survey e-mail

Next, you have to make the subject of the email clearly define the email’s purpose. If the recipient can’t tell that it’s a survey invitation email with just a glance, there’s a chance they’ll ignore it. It should explicitly mention the survey, without using spam buzzwords like “free!” or words in all caps. Some email providers will move your email to the spam folder if the subject contains certain words. These spam “trigger words” can be phrases or words as simple as “cheap.” Make sure you spend time making your subject line acceptable.

Why them?

The first thing you should do in the email why you chose them to take the survey. Why are they the target for this survey, and why is their customer feedback important to you? This should include a simple, personal salutation that is consistent with your brand identity. The formality should match your brand’s overall style and the nature of the recipients. For example, “Hey John,” could work for a more casual survey targeted at moviegoers. However, something like “Mr. Smith:” might be more appropriate for a survey that targets highly paid professionals.

Explain the survey’s purpose

Next, explain the survey’s purpose. How will their feedback help you as a company? For example, if it’s a customer satisfaction survey, explain how their feedback will make future customer interactions better. Mention whether the respondents’ identities will remain anonymous, and whether or not the results of the survey will be made public. If your survey is meant to be anonymous, make sure you have the proper settings activated to actually keep anonymity intact. Popular survey management services often make it easy to keep respondents anonymous.

How much time will it take?

Your invitees are unlikely to click the survey if they don’t know how long it takes. Explicitly mention the length of the survey, and be realistic. Understating the length of will make the respondents feel duped as they realize the survey is taking longer than stated. Also, indicate whether or not your survey can be stopped and returned to later. This will result in a greater number of complete responses.

Survey incentives – What’s in it for them?

Everyone is busy these days. So a powerful way to increase survey response rates is to thank respondents for their time by offering a reward for taking the survey. If included, survey incentives are a key factor in driving response rates and achieving sufficient participation. Make sure your reward offer is placed at beginning of the email invitation and that it stands out. The amount of your incentive will vary depending on the nature of your survey. Incentives can range from around $10 for short surveys for professional staff or consumers to $100 or more for longer surveys targeted at executives and highly paid professionals.

Sharing the results?

Another way to incentivize respondents is to share the results of your survey. Of course, this is not possible. But you if you do plan on sharing the results of the survey, be sure to mention it.

Create Urgency

Finally, you need to set an obvious hard deadline that will encourage your respondents to complete the survey in a timely manner. Without this urgency, you may not get responses as timely as you want.

A Survey E-mail Invitation Sample

Below, we’ve included a sample template of a survey invitation email so you can get a feel for what works.

First, the email clearly identifies who it’s from and what its purpose is: Smith Company wants the recipient to take a short survey and receive a reward. Then, it succinctly explains the purpose and circumstances of the survey, preemptively answering questions that many recipients will have. The recipient is assured that the survey is anonymous, will be used internally to improve the webinar experience, and that it only takes five minutes.

The email then clearly defines a deadline: June 30. A prominent, easy to click to the survey is then listed, allowing respondents easy access to the survey. Finally, the email summarizes the purpose of the survey and concludes with a friendly message. It’s signed with contact information, providing a way for any recipient to contact the company with questions.

Summary

Having a well-constructed survey invitation email is critical. These invitations are easy to write, but many researchers make key mistakes that prevent their invitations from being effective. By following the tip in this article, you can easily drive up response rates and maximize your survey respondents.

Offering a reward for completing surveys is a proven way to drive up response rates. Learn how easy it is today with a free account from .

Here you'll get 8 points and examples on how to successfully write introduction email texts for your survey. Increase your response rate.

4 Ways to Send Better Survey Invitation Emails

survey request wording

One of Zendesk Support’s most popular features is our built-in customer satisfaction survey. Customer satisfaction allows you to track how well your agents and customer service organization as a whole are performing on a ticket by ticket basis. Because of our simplified approach, on average our customers see a roughly 21% response rate - which is fantastic! Zendesk Support provides some great defaults for the survey, but we get a lot of questions about how to further customize the customer satisfaction experience. Here are some tips to help you make the most of your customer satisfaction survey.

Enabling the customer satisfaction feature

To enable customer satisfaction surveys, click the Admin icon ( ) in the sidebar, then select Settings > Customers > Satisfaction .

When you enable customer satisfaction, a pre-built automation is automatically created for you. To see this automation:

  1. Click the Admin icon ( ) in the sidebar
  2. Select Business Rules > Automations
  3. Open Request customer satisfaction rating (System Automation).

It’s set up by default to send a customer satisfaction survey to your customers 24 hours after their ticket has been solved (not closed). We’ve found that this setup works really well for most companies that have a longer response cycle.

The default conditions for the system customer satisfaction automation:

Customizing when and how the customer satisfaction is requested

But that’s not the end of the story... you can customize the customer satisfaction survey to meet your needs. Customer satisfaction is really nothing but a placeholder that you can use in any notification sent out by a trigger or automation. Yes, Zendesk Support provides you with a system automation specifically for customer satisfaction, but you can modify it, or even remove it altogether and trade it in for a trigger.

As I pointed out earlier, the automation is defaulted to 24 hours. However, you can easily increase or decrease the length of time between when the ticket is solved and when the survey is sent by editing the automation:

If you’re taking advantage of user and organization tagging, you may want to send customer satisfaction to only a subset of your user base. For example, do you want to make sure users tagged with “partner” never get a customer satisfaction survey? Add this condition under “ALL”:

Are you afraid that users are receiving too much email? Consider combining the “solved” email notification with the customer satisfaction survey. To achieve this, simply deactivate the customer satisfaction automation, then go into triggers and edit your “solved” notification trigger. Add the customer satisfaction placeholder {{satisfaction.rating_section}} into your notification. That’s it! Now your “solved” notification will include a customer satisfaction survey:

Customizing the customer satisfaction email

If you want to customize the Satisfaction Survey section of the email notification you can use system placeholders and HTML to do so. You'll find the list of available placeholders in the  Zendesk Support placeholders reference. 

For example, the default ​ placeholder will return the following section:

If you use the and   placeholders plus custom HTML you can transform the satisfaction section to something like this: 

Note: Zendesk does not support custom code and third-party technologies such as HTML or CSS.

Considerations

When customizing your customer satisfaction process, you’ll want to think about different situations, and what will work best for both you and your customers.

Are you more concerned about customers receiving too many emails? Consider combining customer satisfaction with another email. However, customer satisfaction may not get the attention (or response) when combined with other information.

Also consider the case that a ticket is inadvertently marked as solved, or is solved before the issue is actually resolved for the customer. Sending out the survey in combination could actually result in more negative ratings. Using an automation instead allows a period of time to pass, during which a customer could choose to reopen his or her ticket.

If your response cycles with support are typically shorter (e.g. most tickets take 5 minutes to answer), you may want to actually reduce the amount of time you wait before surveying customers. If your response cycles are measured in hour or days, 24 hours might be adequate. Timing is everything, and a perfectly timed customer satisfaction survey can truly help your response rate.

For more in-depth instructions on configuring Customer Satisfaction, visit our forum article: Using customer satisfaction rating

WATCH THE VIDEO ON THEME: How to Build SMS Surveys in Twilio Studio

Here are some examples of survey subject headlines in our inbox. Based on what you see, are there any survey invitation emails you would.

survey request wording
Written by Kigagor
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