Msg#: 4235457 posted 10:28 pm on Nov 26, 2010 (gmt 0)
Until now we have not actively asked customers to rate or review our site on any of those shop rating websites. However since Google has started including ratings into Adwords we decided to sign up with one of the rating websites supported by Google.
Question is: What is the best moment to ask a customer to rate his shopping experience?
1. Directly after he has submitted his order?
2. Send a link to the review site together with the order confirmation email?
3. Send a link to the review website with the shipping confirmation email?
4. Ask him for a review in a separate email after he has received the order?
Msg#: 4235457 posted 10:44 pm on Nov 26, 2010 (gmt 0)
I send an email a day or so after the customer has received his order to make sure everything is fine. If I get a reply, I figure the customer is at least motivated enough to reply, so I send them the link to the review site and ask if they would please write something.
I put a lot of effort into customer satisfaction, and so want to get the review based on all of it.
Msg#: 4235457 posted 1:39 pm on Nov 29, 2010 (gmt 0)
Mhm, I must be doing something wrong. I decided to tap into the DHL public API to find out when the parcel has been delivered and then send out the emails then. First emails where sent out on Saturday. Today I had several replies in my Inbox, from people telling me they had received the products, thank you for the great service - but not a single one clicked on the link to the review page.
Msg#: 4235457 posted 3:43 pm on Nov 29, 2010 (gmt 0)
Once you know it's been delivered you can send them an email asking them to leave a review. In our email to customers I kinda say 'we a small family business and you taking the time to give us a good review means a lot....!" I then include screen shots of what they need to do. Include the direct link and give them suggestions of what you want them to say, what did you think about the speend of delivery, service, quality of products etc...
I also let them know that leaving a negative review can really hurt us as a buisness and I know that sometimes things go wrong but not to take it out on us on a review but to simply contact us so we can help.