Are you asking your customers for feedback? You should be.
You need to know if your customers are happy. To do that, you need to give them an outlet for them to let you know how they feel.
A good time to do this is after they receive something from you.
If you’re selling products, send them a survey after they get the product. In our case (tech support), when we resolve a ticket they get an email with a survey link.
Back to the title: You start sending these survey links. Nobody’s clicking it.
We were getting less than 1% response rate.
Abysmal.
I used one simple trick to increase our response rate from 1% to ~15%.
Here’s what our emails used to look like:
Who’s going to see that? Have you ever looked over someone’s shoulder as they go thru emails? This thing hits the trash can faster than rotten milk. If they click it, they probably don’t complete it anyway because it’s too long.
You need to 1. catch their eye and 2. make it EASY.
Here’s what our emails look like now:
We use Customer Thermometer (no affiliation). Another one is SmileBack.
When they click a face, their rating submits automatically. It takes them to a page that allows them to add notes if they want. Notice it is just 1 question. It DEFINITELY isn’t multi-page.
By default the images were way smaller. I added custom emoji images and made them massive.
Other notes:
I expected every review to be negative. You know the saying, people only speak up when they’re upset. It was the exact opposite. Less than 3% of responses are negative.
Because they are so positive, we decided to display our ratings live on our website. How’s that for transparency:
Our PSA feeds variables about our customer into the app so we can track who it is, which employee they worked with, and the ticket number.
Perhaps adding an anonymous option would get us more negative feedback? I prefer negative because it helps us improve our service. I know we’re not perfect, who is?
That’s it. No lambos. Just a bit of actionable advice.
-Roman
You need to know if your customers are happy. To do that, you need to give them an outlet for them to let you know how they feel.
A good time to do this is after they receive something from you.
If you’re selling products, send them a survey after they get the product. In our case (tech support), when we resolve a ticket they get an email with a survey link.
Back to the title: You start sending these survey links. Nobody’s clicking it.
We were getting less than 1% response rate.
Abysmal.
I used one simple trick to increase our response rate from 1% to ~15%.
Here’s what our emails used to look like:
Who’s going to see that? Have you ever looked over someone’s shoulder as they go thru emails? This thing hits the trash can faster than rotten milk. If they click it, they probably don’t complete it anyway because it’s too long.
You need to 1. catch their eye and 2. make it EASY.
Here’s what our emails look like now:
We use Customer Thermometer (no affiliation). Another one is SmileBack.
When they click a face, their rating submits automatically. It takes them to a page that allows them to add notes if they want. Notice it is just 1 question. It DEFINITELY isn’t multi-page.
By default the images were way smaller. I added custom emoji images and made them massive.
Other notes:
I expected every review to be negative. You know the saying, people only speak up when they’re upset. It was the exact opposite. Less than 3% of responses are negative.
Because they are so positive, we decided to display our ratings live on our website. How’s that for transparency:
Our PSA feeds variables about our customer into the app so we can track who it is, which employee they worked with, and the ticket number.
Perhaps adding an anonymous option would get us more negative feedback? I prefer negative because it helps us improve our service. I know we’re not perfect, who is?
That’s it. No lambos. Just a bit of actionable advice.
-Roman
Dislike ads? Become a Fastlane member:
Subscribe today and surround yourself with winners and millionaire mentors, not those broke friends who only want to drink beer and play video games. :-)
Access Restricted: Unlock 1,000,000+ Posts
Stop Peeking Through the Keyhole.
Open the Door.
You hit a wall because the best advice isn't free—it's earned. Since 2007, MJ DeMarco has been active here daily (99.9% active rate), building a war room for entrepreneurs who refuse to settle for mediocrity.
- Active Daily: Life-changing content posted dozens of times every day. No dead threads.
- MJ's Inner Circle: Direct access to the author of The Millionaire Fastlane.
- Vetted Network: Connect with founders scaling to 7 and 8 figures.
- Proven Roadmaps: Strategy over motivation. Execution over "hustle porn."
"SCALED TO 6-FIGURE MONTHS"
"Tips and advice here saved me from huge mistakes, others allowed me to scale my business to 6-figure months."— User MitchC
"INSANE QUALITY OF PEOPLE"
"The number of high quality people I've met from this forum has been insane. All of it predicated on building real value."— User Richard Peck
"You are the average of the five people you surround yourself with."
Are you surrounding yourself with success?
