{"id":17785,"date":"2024-05-28T12:18:03","date_gmt":"2024-05-28T12:18:03","guid":{"rendered":"https:\/\/www.hustlermarketing.com\/?p=17785"},"modified":"2024-05-28T13:32:35","modified_gmt":"2024-05-28T13:32:35","slug":"customer-survey-emails-how-to-find-the-real-reason-people-arent-buying","status":"publish","type":"post","link":"https:\/\/www.hustlermarketing.com\/blog\/customer-survey-emails-how-to-find-the-real-reason-people-arent-buying\/","title":{"rendered":"Customer Survey Emails: How to Find the REAL Reason People Aren\u2019t Buying"},"content":{"rendered":"<p>Customer survey emails get a bad rap. Most of the time, they deserve it.<\/p>\n<p>Many of us roll our eyes when we see an email in our inbox asking us to spend time answering questions about a brand &#8211; even a brand that we like.<\/p>\n<p>And the discount offer in a survey email subject line usually sounds too good to be true (\u201c100 free pairs up for grabs!\u201d).<\/p>\n<p>But (you knew it was coming) &#8211; there is a right way to do customer survey emails. And they can help you to understand your customers better, so you can make the right decisions when sales are lower than you\u2019d like.<\/p>\n<p>In this article, we\u2019re taking a deep dive into customer feedback surveys:<\/p>\n<ul>\n<li>Need-to-know stats about how many people actually respond to surveys<\/li>\n<li>A quick case study on a high-end skincare company that saved themselves a LOT of money through feedback survey emails<\/li>\n<li>Quick guide to creating effective survey request emails, from subject line to sign-off<\/li>\n<\/ul>\n<h2><b>Feedback Survey Emails: the Good, the Bad, and the Spam-Worthy<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">It\u2019s no secret that a lot of ecommerce email marketing surveys are poorly executed, and give readers unnecessary work.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s probably why the average response rate for feedback surveys <\/span><a href=\"https:\/\/www.qualtrics.com\/uk\/experience-management\/research\/improve-survey-response\/#:~:text=Estimates%20and%20ranges%20abound%20online,rate%20is%20anything%20above%2050%25\"><span style=\"font-weight: 400;\">hovers somewhere between 20 and 30%<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But email surveys are an essential tool in the email marketing toolbox, for a couple of reasons:<\/span><\/p>\n<p><b>They give you the literal voice of the customer:<\/b><span style=\"font-weight: 400;\"> your current and potential customers are engaging with your website and\/or ads. So if you want to answer critical questions about your brand, there is nobody better qualified to answer them.<\/span><\/p>\n<p><b>They\u2019re pretty cheap:<\/b><span style=\"font-weight: 400;\"> the costs are relatively low, even if you use a dedicated survey platform.\u00a0<\/span><\/p>\n<p><b>Surveying customers shows you care:<\/b><span style=\"font-weight: 400;\"> people in general may not like surveys. But they do like it when a brand listens. If you give them a chance to air their opinion &#8211; and then act on that information, you can make a lasting impression.<\/span><\/p>\n<h2><b>Email Marketing Case Study: Customer Survey Emails as a Source of Vital Business Intelligence\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">One of our newest clients at Hustler Marketing is a high-end skincare brand that uses natural, safe ingredients.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When they came onboard, they had great products and beautiful, rich digital experiences from website to social.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Despite all of that, sales weren\u2019t what they wanted them to be &#8211; and the relatively high price tag looked like the most obvious culprit.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But we\u2019ve seen this before, and we suspected the picture was more complex. So, before rushing to offer big discounts and special deals, the Hustler Marketing team pitched a different strategy: customer feedback surveys.<\/span><\/p>\n<h2><b>A Twofold Survey Invitation Email Strategy<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Our team created 2 survey invitation emails, for buyers and non-buyers. These emails were plain text, and each contained a link to a simple Google Form with 5 clear questions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We ensured that there was minimal friction: the survey was easy to complete, and there was an attractive discount incentive for those who completed it.<\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-medium wp-image-17802 lazyload\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/www.hustlermarketing.com\/wp-content\/uploads\/2024\/05\/Screenshot-2024-05-28-at-14.13.14-300x263.png\" alt=\"customer survey email\" width=\"300\" height=\"263\" data-srcset=\"https:\/\/www.hustlermarketing.com\/wp-content\/uploads\/2024\/05\/Screenshot-2024-05-28-at-14.13.14-300x263.png 300w, https:\/\/www.hustlermarketing.com\/wp-content\/uploads\/2024\/05\/Screenshot-2024-05-28-at-14.13.14-768x673.png 768w, https:\/\/www.hustlermarketing.com\/wp-content\/uploads\/2024\/05\/Screenshot-2024-05-28-at-14.13.14.png 925w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><noscript><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-medium wp-image-17802 lazyload\" src=\"https:\/\/www.hustlermarketing.com\/wp-content\/uploads\/2024\/05\/Screenshot-2024-05-28-at-14.13.14-300x263.png\" alt=\"customer survey email\" width=\"300\" height=\"263\" srcset=\"https:\/\/www.hustlermarketing.com\/wp-content\/uploads\/2024\/05\/Screenshot-2024-05-28-at-14.13.14-300x263.png 300w, https:\/\/www.hustlermarketing.com\/wp-content\/uploads\/2024\/05\/Screenshot-2024-05-28-at-14.13.14-768x673.png 768w, https:\/\/www.hustlermarketing.com\/wp-content\/uploads\/2024\/05\/Screenshot-2024-05-28-at-14.13.14.png 925w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/noscript><\/p>\n<p><b>Buyers Survey:<\/b><span style=\"font-weight: 400;\"> Focused on demographics, past purchases, satisfaction, packaging, shipping, customer service, overall experience, and suggestions for improvement.<\/span><\/p>\n<p><b>Non-Buyers Survey: <\/b><span style=\"font-weight: 400;\">Gathered information on skincare habits, age, and reasons for not purchasing.<\/span><\/p>\n<h3><strong>The Results of Our Customer Survey Emails<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">For non-buyers, the main barriers in order of priority were:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">I don\u2019t know the brand well enough<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">I want to try out a product sample before I buy<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Physical shopping is how I like to buy skincare products<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The price is a little high<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">I need more information before I can make a decision<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For buyers, the main areas for improvement were:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">There are some issues with packaging<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Product variety isn\u2019t broad enough<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">I liked the product, but the price is keeping me from buying again<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The really interesting thing here was that price didn\u2019t make #1 position for either segment.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, if the store had resorted to discounts to boost sales, they would have lost out on revenue (completely unnecessarily).\u00a0<\/span><\/p>\n<h2><b>How to Create an Effective Survey Request Email<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">There\u2019s a simple rule when it comes to survey request emails: reduce friction as much as possible.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Friction comes from things like:<\/span><\/p>\n<p><b>Asking too many questions:<\/b><span style=\"font-weight: 400;\"> the more questions you ask, the <\/span><a href=\"https:\/\/www.surveymonkey.com\/curiosity\/survey_completion_times\/\"><span style=\"font-weight: 400;\">less time people spend answering each one<\/span><\/a><span style=\"font-weight: 400;\">. So pick a small number of questions that target the info you really want. In the case study we outlined earlier, we went with 5 short questions .<\/span><\/p>\n<p><b>Demanding long form answers:<\/b><span style=\"font-weight: 400;\"> instead of asking \u201chow do you feel about our prices?\u201d, use something like a scale. For example, the question can be: \u201cOur prices are\u2026\u201d, with options ranging from 1 (really low) to 5 (way too high).<\/span><\/p>\n<p><b>Not offering anything in return:<\/b><span style=\"font-weight: 400;\"> you don\u2019t have to offer crazy discounts, but you\u2019re more likely to get engagement if readers feel like there\u2019s something tangible in it for them.<\/span><\/p>\n<h3><b>Survey Email Subject Lines: Clear Trumps Clever<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">People see through email marketing copywriting tricks. So we recommend just being honest and straightforward.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are some examples of effective survey email subject lines we used for our skincare client:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">How is your order going? \u2728 (curiosity)<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">We hope you loved everything\u2728\ud83c\udf3f (caring)<\/li>\n<li aria-level=\"1\">Your opinion = 25% off \u2728 (help us help you)<\/li>\n<\/ul>\n<h2><b>Ecommerce Email Marketing That Gets Results: Hustler Marketing Makes it Happen<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">At the end of the day, getting to know your customer isn\u2019t just about personalizing your email marketing. If you really listen, you can gain real business intel that translates into cold, hard revenue.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So here\u2019s some advice from an email marketing agency that\u2019s seen it all: don\u2019t forget the tried-and-test email feedback survey. Make it clear and simple, so the people who know your brand best can tell you what\u2019s up.<br \/>\n<\/span><\/p>\n<p>As always, we at Hustler Marketing are here to help. Reach out to our friendly team to learn more about our <a href=\"https:\/\/www.hustlermarketing.com\/ecommerce-email-marketing-agency\/\">done-for-you email &amp; SMS marketing services<\/a>, and how they could transform your retention marketing strategy for long term growth,<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer survey emails get a bad rap. Most of the time, they deserve it. Many of us roll our eyes when we see an email in our inbox asking us to spend time answering questions about a brand &#8211; even a brand that we like. And the discount offer in a survey email subject line [&hellip;]<\/p>\n","protected":false},"author":53,"featured_media":17805,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[60,20,19,23,24],"tags":[],"class_list":["post-17785","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-improvements","category-personalization","category-re-engagement","category-repeat-buyers","category-segmentation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Survey Emails - Blog - Hustler Marketing<\/title>\n<meta name=\"description\" content=\"Customer survey emails are seriously underrated. Keep reading for a FREE toolkit for getting customer input on key business decisions.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.hustlermarketing.com\/blog\/customer-survey-emails-how-to-find-the-real-reason-people-arent-buying\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Survey Emails: How to Find the REAL Reason People Aren\u2019t Buying\" \/>\n<meta property=\"og:description\" content=\"Customer survey emails get a bad rap. Most of the time, they deserve it. 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