How to Request a Customer Satisfaction Testimonial

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Your best sales rep no longer works for your company.

In fact, the most compelling sales pitch for your company could come from your loyal customers.

Customers rely less than ever on traditional business communication such as marketing, advertising, and sales. Today, you need word-of-mouth recommendations and reviews from your customers to convince someone new to make a purchase.

To do that you need a lot of glowing reviews and testimonials to do the work for you. Customers have confirmed that they rely more on word of mouth recommendations and customers review the publication when they want to purchase commercial software. Suffice it to say, these are reasons enough to ask your clients for help. To get started, read our best practices for requesting a customer testimonial below, along with some tried and true email templates you can use no matter what relationship you have with your customers.

1. Ask for the testimony at the right time

The first thing you should do is an analysis of your customer base and the journey they take with your product or service to determine when might be the optimal time to request a testimonial. Ideally, order it after the customer experiences success from your company. At this time they are happy with the results and the working relationship, and may feel comfortable writing or filming a testimonial.

If you work at a marketing agency, the ideal time might be after helping your client exceed their goals in a month. If you are a SaaS company, you can choose to ask your customer for their testimonial after they have used your product for at least 30 days. Do some research with your team and your customer data to determine what times indicate they are succeeding before submitting your application.

The end of the quarter or the year can be another good opportunity to ask for a testimonial, depending on the type of projects you work on. We have included an end-of-the-year template that you can use.

2. Determine if you prefer to do it manually or in an automated way

Once you determine the best time to send your testimonial request to your clients, email automation may be a better option for doing so.

For example, if customers are using a free software tool and they don’t interact much with helpdesk, it might be more appropriate to implement automated email when they reach that point of satisfaction with a product.

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If you are an account or customer success manager who works closely with them on a regular basis, you can decide when is the best time based on their conversations.

3. Give your customers a good reason to accept

Your role doesn’t matter – your inbox is likely to be flooded with messages every day. So if you want your most valuable customers to actually read your message and convince themselves to give you a testimonial, you need to give them a reason to say yes.

An easy way to do this is by providing an incentive to submit a testimonial. For example, a gift card of your choice or a corporate gift kit. If this is not possible for you or your company, write a compelling request email (Hint: use one of the templates below) to explain how you both would benefit from a testimonial or review.

4. Provides multiple options to facilitate the process for customers

Give your customers the option to write or film their testimonial for your website.

Personal preference or accessibility can make different shipping methods easier for different customers, so be sure to allow them to give you a brilliant testimonial regardless of the format.

5. Ask simple questions that elicit good customer feedback

What your customers say can affect the effectiveness of the testimonial for your prospects. By asking questions you are challenging your customer to get to the heart of why they are satisfied with your service. By doing so, your testimonial is much more likely to resonate with prospects who can “see themselves” in the customer’s words.

Open questions work better than avoiding one-word answers. Choose questions that not only reflect her feelings about working with you, but can also describe her story: the pain point that led them to seek a solution, why they chose you as a supplier, what they hoped to obtain and what was their experience on their way.

6. Give a testimonial to your clients first

You may be able to get a review or testimonial from your customer simply by giving them one first. Whether you’re reviewing their product on Amazon, their company on Glassdoor, or their point of contact on LinkedIn, if you take the first step, your customer might be willing to give you a reciprocal review in return. They may come over to thank you and this is the opportunity to ask for their testimony.

7. Find out if your clients would be willing to refer you to someone from their network

This strategy can lead to a few different results. It might be more natural to have a phone conversation with your client and ask if they know other professionals in their network who might benefit from the work you’ve done with them. (Ideally, this conversation should take place after helping your clients achieve great results.)

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If your customer says “yes,” follow the steps in the previous article to secure a new recommendation from the customer.

If your client says “no,” you can move on to the testimonial request. Well, I would love for more people to hear about the great work we’ve been doing together. If you don’t have anyone to connect with, would you mind leaving us a review so other people can read about our collaboration? ”

Whatever the result it will ensure a positive result that (hopefully) will generate new customers.

8. Customize your template

The following templates can help you get started, but be sure to take the time to customize them for each customer relationship before hitting “submit.” You have taken the time to establish a good relationship with them, so make it very unique to confirm the email makes sense within the context of your relationship.

To get started with this process, check out some of our most effective email templates for getting a customer to send a testimonial.

Email templates for requesting customer testimonials

1. The end-of-year request

Hello (Customer):

Happy Holidays!

As this year ends, I wanted to thank you for your partnership with (Product) this year. You got fantastic results in the time we’ve been working together, so I wanted to reach out to see if you’d be interested in sharing a testimonial about your experience with (Product). You can click this link to share some of your thoughts that we might present on our website.

Thank you for considering my application and thank you for being a loyal customer of (Company). I hope you have a warm and happy holiday season with family and friends, and I look forward to chatting again in the new year!

Greetings,

(Your name)

2. The formal request

(Client),

I wanted to thank you for being a loyal customer of (Company). I realized that you achieved your (Goal) goal last month and wanted to contact you and congratulate you on your success. It has been great working alongside you on this project.

We want to share customer success stories with (Product / Service) on our website and I was wondering if you would be interested in being featured in a testimonial. You can follow this link to submit a written or video review now and as a token of appreciation, I will send you a gift card for a cup of coffee at (Company).

Congratulations again on reaching your goal and thank you for your cooperation! Let me know if you have any questions about submitting a testimonial.

Greetings,

(Your name)

3. The casual request

Hello (Customer):

You showed off this month! You worked hard on (Project) and the numbers definitely reflect that.

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Now that we’ve reached our goal, would you be interested in submitting a testimonial about your experience with (Product / Service)? You can send a short written or video review here talking about how we help you achieve your goals.

Let me know if you have any questions and congratulations again!

Greetings,

(Your name)

4. The application with incentives

(Customer name),

As a gift this holiday season, (Company) is offering a 50% discount on your January (Product / Service) subscription.

All you have to do is submit a written or video testimonial about why you love using (Product) here.

It shouldn’t take more than 15 minutes and your discount will be applied as soon as you submit your testimonial. Let me know if you have any questions about this promotion!

Happy Holidays,

(Your name)

5. The automated request

(Client),

We hope you are enjoying (Product / Service).

Now that you’ve had a few weeks to try the product, we’d love to hear what you think. You can click this link to share some of your thoughts on the use of (Product) that we may include on our website.

Your comments mean a lot to us! Thank you for being a loyal customer of (Company).

Greetings,

(Your name)

6. The application with questions

Hello (Customer):

It was a pleasure talking to you today and we are very happy to have exceeded your expectations. As I mentioned earlier, you can share your thoughts on the experience here.

We understand that leaving reviews can be difficult, so if you need to beat writer’s block, here are some questions that can inspire you to tell your story:

  • What was life like before (Product / Service)? What pains were you experiencing?
  • What made you choose (Company)?
  • How has this made a difference in your business/life?
  • What has surprised you the most about the experience?

Your comments mean a lot to us!

Greetings,

(Your name)

Marketing can’t do all the heavy lifting on its own. Social proof in the form of testimonials and word of mouth referrals are invaluable to the growth of your business. You have the opportunity to tap into your existing customer base and turn them into ambassadors.

At first, this comes down to knowing when to apply. As your brand grows, you’ll want to consider creating a customer referral strategy that drives your business.

Visit our complete guide to customer satisfaction and get more and more brand ambassadors.

Jerry Gordon

About Jerry Gordon

Webmaster, nature and tech lover. Jerry manages the day-to-day operations at DigiToolsadvisor. He loves enjoying his free time, but most of all, trying new tools to master.