Saying thank you to customers has more benefits than most business owners realize.
Aside from being a simple gesture of appreciation, saying thank you is a form of customer interaction that can generate loyalty, boost reputation, and even lead to more sales.
If your business receives a lot of positive feedback from customers, it’s definitely doing one thing right.
But making sure to say thank you—even if the feedback is negative—is something your business needs to do if it isn’t doing it already!
Still, deciding what to say to different kinds of customer feedback can be difficult and time-consuming.
To help you out, these are the customer thank you messages that your business needs for every situation.
Use the following as direct templates or guides for writing your own!
Customer Thank You Messages For Every Situation
1. Positive Email
Receiving a feedback email is more personal since emails are typically private messages.
Positive feedback emails offer the opportunity to respond with more detail and, if desired, request for a testimonial or online review (linked within your reply).
Hi (customer’s name),
Thank you for your kind feedback! We are glad that you enjoyed your (product/service/experience).
We always strive to provide the best possible service that we can, so it’s great to hear from happy customers like you.
Your feedback is so lovely that we would be even more grateful if you could share your experience by writing a review or a short testimonial for us to share on our website.
Thank you again. We look forward to serving you in the future!
Kind regards,
(Your name)
(Business name)
2. Mixed Email
Receiving an email with mixed feedback requires thanking the customer for their positive comments and apologizing for what didn’t meet their expectations.
Depending on the negative feedback, you may need to include more detail on the steps you are going to take to fix the issue.
Hi (customer’s name),
Thank you for your feedback. We are glad that you liked (positive point). However, we are sorry that you didn’t like (negative point).
Customer satisfaction is our number one priority, so rest assured that this will be addressed and fixed as soon as possible.
Your feedback helps us to improve our business for valued customers like your, so we appreciate that you reached out to us. We apologize again for the inconvenience caused.
Kind regards,
(Your name)
(Business name)
3. Negative Email
Even if you receive negative feedback, it’s important to thank the customer.
The benefit of receiving negative feedback by email is that you may be able to address the issue before it becomes a negative review.
This makes it important to reply accordingly, offering the customer a solution or a promise to improve.
Hi (customer’s name),
Thank you for your feedback. We are deeply sorry about (negative point). Customer satisfaction is our number one priority, so we appreciate that you raised these issues with us.
Please rest assured that this will be addressed and fixed as soon as possible.
We apologize again for the inconvenience caused.
Kind regards,
(Your name)
(Business name)
4. Positive Social Media Comment
Thanking customers for feedback they’ve posted on your social media page is generally easier since replies can be shorter.
Depending on your customer demographic, it’s possible to use a casual tone of voice, using emojis if desired.
Thank you (customer’s name/username). We look forward to serving you again!
5. Mixed Social Media Comment
Responding to mixed social media comments follows the same rules as responding to mixed feedback emails: thanking the customer and addressing the negative points.
As mentioned above, however, your responses can be shorter.
Thank you (customer’s name/username) for your positive feedback, but we’re sorry about (negative point). Please know that this has been taken into account and will be fixed.
6. Negative Social Media Comment
Negative social media comments can be difficult to deal with, especially if the comment lacks context or seems to be a spam comment or troll.
Still, it’s important to acknowledge these comments.
Hi (customer’s name/username), thank you for your comment. We’re sorry that our (product/service) didn’t meet your expectations.
Please send us a message and we’ll be happy to look into this for you.
7. Positive Review
Positive reviews are a kind gesture that also offers numerous benefits to your business, so it’s important to thank these customers.
Replying to reviews can be short or long, but must read with a professional tone.
Hi (customer’s name),
Thank you for your kind feedback! We really appreciate it. We are glad that you enjoyed your (product/service/experience) and look forward to doing business with you again.
(Your name/business name)
8. Mixed Review
When responding to a mixed feedback review, thank the customer for taking the time to provide their feedback but make sure to address the issue raised, presenting the customer with a solution if required.
Hi (customer’s name),
Thank you for your review. We are glad that you liked (positive point), but are sorry about (negative point). We always strive to provide the best possible service for valued customers like you, so we appreciate your feedback.
Please rest assured that this issue will be addressed and fixed. We apologize again for the inconvenience caused.
(Your name/business name)
9. Negative Review
Negative reviews are the most undesirable kind of customer feedback as they have the most potential to harm your reputation.
It’s natural to get defensive, which makes it all the more important to keep a level head and respond professionally.
Hi (customer’s name),
Thank you for your feedback, however we are sorry about your experience. Customer satisfaction is our number one priority, so we appreciate that you raised this issue. Please get in touch with us and we will be happy to look into this for you.
We apologize again for the inconvenience caused.
(Your name/business name)
Why Reviews Are The Most Important Type Of Customer Feedback
In addition to being valuable feedback, customer reviews can improve or harm your business’s reputation, making them the most important type of feedback you can receive.
Positive reviews influence potential customers to use your business. They inspire confidence and boost visibility (SEO) with the potential to drive more sales.
Negative reviews, on the other hand, harm your reputation and make customers doubt the quality of your service.
Due to these reasons, you shouldn’t only be replying to reviews, but actively striving to get more positive reviews from your customers.
Get More Reviews With ReputationStacker
Your business can’t reap the benefits of positive reviews without receiving customer reviews in the first place.
And the more positive reviews you receive, the more you can influence new customers, boost your reach, and drive more sales.
Collecting positive reviews—let alone reviews in general—is easier said than done.
But that’s where ReputationStacker can help your business grow its reputation – a fully automated tool that generates reviews from real customers that have used your business.
What’s more, ReputationStacker can even reduce the number of negative reviews your business receives.
This won’t just take the hard work of requesting reviews off your hands, but make it far easier to reply to your reviews, as your business will be receiving more positive reviews than negative reviews.
Frequently Asked Questions
Why Is It Important To Thank Customers?
Thanking customers is a simple show of appreciation that builds customer relationships.
Thanking customers also shows new customers that your business cares for customers and their feedback, which can influence them to use your business.
It’s important to thank customers for showing interest in your business, buying your products/services, or for providing feedback.
This includes all feedback, whether it is provided by email, on social media, or in a review.
How Do You Say Thank You Professionally?
Thanking customers professionally requires addressing the customer by name and responding in a professional but friendly tone of voice.
It’s important to not dispute the customer’s opinions or get defensive, as this will harm your reputation.
For customer feedback, thanking the customer is important as feedback is often helpful for improving your business.
This makes it important to thank all customers for their feedback, including unsatisfied customers.
