The feedback survey allows contacts to provide a rating of 0 to 10 in response to the question “how likely would you be to recommend us to a friend?” On this scale, 0 is considered not likely and 10 is considered very likely. Based on the rating given by a contact we can group them into one of three groups:
Promoters
These are people who gave you a rating of 9 or a 10. These are people who are enthusiastic about your business and are most likely to recommend you to others.
Neutrals
These are people who gave you a rating of 7 or 8. These are people who are satisfied with your business but not as likely to actively recommend you to others.
Detractors
The are people who gave you a rating between 0 and 6. These are people who are unsatisfied with your business, they are unlikely to revisit and may potentially recommend others against using your business.
As we have three distinct groups of survey respondents it is important to communicate with each of them differently. The quickest and easiest way of doing this is to configure automated responses to be sent immediately based on the contact’s group.
Promoter response communication
As promoters are the happiest with your business and the most likely to recommend you to others it is a good idea to encourage them to share their experience. Depending on your industry you might ask them to submit a review on TripAdvisor, Facebook or Google reviews.
Try using the sample text below as a starting point:
| Email subject line: Thank you for your feedback |
| Email copy: Hello [First Name], Thank you for taking the time to provide us with some feedback. I’m delighted to see that you are enjoying the [Venue]. My management team and I will continue to work to ensure we continue to meet your expectations. We would be grateful if you would share your experience on our [TripAdvisor page/Facebook page/Google reviews page] so that prospective customers can get a feel for what our venue is like. Here is a link to make it easy for you if that is possible. [LINK] Many thanks and Best Regards, [NAME] [POSITION] |
Neutral response communication
Neutral respondents are less likely to give you the 5-star reviews you’d like to see published. As such it’s best to thank them for responding without supplying a call to action.
Try using the sample text below as a starting point:
| Email subject line: Thank you for your feedback |
| Email copy: Hello [First name], Thank you for taking the time to provide us with some feedback. I am pleased to see that you are enjoying the [Venue]. My management team and I will continue to ensure we meet your expectations, and thrive to improve your experience here. Many thanks and best regards, [NAME] [POSITION] |
Detractor response communication
As detractors are your most unsatisfied customers and therefore most likely to provide a bad review it is important to ensure they feel heard. Provide a response that assures them that their negative feedback will be taken on board by your company.
Try using the sample text below as a starting point:
| Email subject line: Thank you for your feedback |
| Email copy: Hello [First Name], Thank you for taking the time to provide us with some feedback. I can clearly see from your feedback score that you did not get the impression of the [Club/ Hotel/Venue] that I would have liked to have seen. At our regular management meetings, we review all the feedback we receive. I would like to assure you that we will be discussing where we have gone wrong and how we can improve – we want all members to enjoy their experience at the Club. Thank you again for taking the time to provide your feedback, and I trust you will see improvements on your next visit. Best Regards, [NAME] [POSITION] |