Check out this high-level email template designed for CEOs concerned about the low NPS score provided by their existing, trial, or existing customers to gain valuable feedback.
Reply.io
Hi {{FirstName}},
I hope you're doing well. My name is {{FirstName}} and I am the CEO and Founder of {{Your_Company}}.
I have noticed that you submitted a {{Rating}} score in your NPS survey you submitted a while ago.
I would like to ask for 15 minutes of your time to hear about your experience with {{Your_Company}}, what made you give this score, and if there is anything we can change or improve in the product to make the score higher.
Will highly appreciate your feedback - you can book a call using the link below. This will really help us fix {{Your_Company}}.
[Calendly Link]
PS: If you don’t have time for a call, replying to this email with raw feedback will be highly appreciated as well.
Hi {{FirstName}},
I hope you’re doing well. My name is {{FirstName}}, and I am the CEO and Founder of {{Your_Company}}.
I noticed you gave a {{Rating}} score in your recent NPS survey.
Could we schedule 15 minutes to discuss your experience with {{Your_Company}}? I’d love to understand what led to this score and any suggestions for improvement.
Your feedback is invaluable to us. Please book a call using the link below:
[Calendly Link]
P.S. If a call isn’t possible, replying with your feedback would be greatly appreciated.
Best regards,
Hi {{FirstName}},
I hope you’re well. I’m {{FirstName}}, CEO and Founder of {{Your_Company}}.
I saw you gave a {{Rating}} score in your NPS survey.
Could we chat for 15 minutes about your experience with {{Your_Company}}? I’d like to know what influenced your score and how we can improve.
Your insights are crucial for us. Please book a call at your convenience:
[Calendly Link]
P.S. If a call isn’t feasible, a reply with your feedback would be highly appreciated.
Best,
Hi {{FirstName}},
I hope all is well. I’m {{FirstName}}, CEO and Founder of {{Your_Company}}.
I noticed you submitted a {{Rating}} score in your NPS survey.
Could we schedule 15 minutes to discuss your experience with {{Your_Company}}? I’d love to understand what led to your score and any areas for improvement.
Your feedback is vital to us. Please book a time that works for you:
[Calendly Link]
P.S. If you can’t join a call, replying with your feedback would be greatly appreciated.
Best regards,
This email template is effective because it demonstrates a proactive and customer-centric approach from the CEO. By acknowledging the customer’s low NPS score, you show that their feedback is taken seriously and valued. Requesting a 15-minute call to delve deeper into their experience with your company allows for a more comprehensive understanding of their concerns and pain points. It also provides an opportunity to express gratitude for their feedback and willingness to improve. By reaching out personally, the CEO conveys the company's commitment to customer satisfaction and continuous improvement. This approach not only enhances the chances of gathering valuable insights but also reinforces a positive perception of your firm as a customer-centric organization. Even if the recipient cannot accommodate a call, providing the option to provide feedback via email ensures they can still contribute their thoughts. Overall, this template combines personalization, empathy, and a willingness to address any concerns.
Use this email template when a customer submits a low NPS score for your product, and you wish to find out the reasons behind it to improve the user experience moving forward. It is suitable when aiming to understand their experience with your product, identify areas for improvement, and convey gratitude for their feedback.
CEOs, founders, or individuals responsible for addressing customer feedback can use this template when reaching out to customers who have provided a low NPS score. While particularly relevant for small and medium-sized businesses where executives can individually reach out to customers, this template works for all companies focused on customer satisfaction and continuous improvement initiatives.
Churned Customers Feedback
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Reengage Churned Customers
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