You will find below some tips to follow to increase the number of collected reviews and improve your response rate.
The response rate corresponds to the number of reviews submitted by your consumers following the sending of review request emails.
Number of emails sent / Number of people who submitted a review x 100
Before you start, here are the performance KPIs we recommend you to track:
-
Open rate: measures the number of emails opened by customers.
- Click-through rate: measures the number of customers who click on the "Leave a review" CTA in your email campaign.
- Response rate: measures the number of customers who have responded to the form.
- Click To Open Rate: how many subscribers click on an email after opening it.
For more information, check out our section: Performance Dashboards
It is important to note that even by following these tips, the number of reviews collected will always be relative to the number of orders placed by your company.
1. Customize the email & review request form
The email and review request form play a crucial role as they encourage your customers to complete the sharing of their experience.
Here are some best practices to follow:
- Personalize the email subject: Nowadays, with increasing online purchases, customers receive numerous emails. A catchy subject can help spark your customers' curiosity!
- Write clear and concise email content.
- Prefer closed-ended questions in the form.
- Avoid offering a questionnaire that is too long with too many questions.
- Adapt the design to your brand's graphic charter.
To learn more, don't hesitate to consult this article: Collect reviews : Email & form
If you need to make any modifications to your email or form, please reach out to us.
On our blog, you will also find some examples of emails and forms applying these recommendations:
2. Set up the review collection
The configurations you apply to your review collection will have a significant impact on the number of reviews gathered!
Therefore, we recommend paying attention to the following points:
The time delay before requesting a review
It is crucial to customize the time between the purchase date and the sending of the review request email to the consumer.
Indeed, this delay will depend on the industry and the specific nature of your products or services.
The period needed for the customer to test and form an opinion can vary significantly from one product to another.
For example:
- Bedding should be tested for several weeks for the customer to truly assess its comfort and express satisfaction.
- However, for furniture or food products, the customer can quickly form an opinion on the product upon receipt and initial use.
For more information on the subject, we invite you to consult these articles:
How to configure the review request timing for brand reviews?
How can I delay the sending of product review requests?
Marketing Pressure: Capping
Capping allows you to:
- Avoid over-solicitation, in other words, limit the number of review requests sent to your regular customers.
- Adapt the rhythm of sending review requests based on the season or time of the year. For example, you might approach your customers once sales periods or year-end holidays have passed.
Learn more: Capping, or how to prevent overloading your customers?
Reminders
Your customers may not always find the time to leave a review after the first email!
Thanks to Verified Reviews you have the option to activate a review request reminder by choosing the delay of your choice, thus increasing your collection rate.
Learn more: Activate review request reminders
3. Display your reviews
We invite you to display your Verified Reviews widget on your website so that it is visible to your visitors.
Displaying your reviews reassures your customers and encourages them to leave their own!
4. Conduct Tests
Feel free to conduct tests during specific periods, varying the criteria mentioned above (email and form, delays, reminders, etc.).
Based on the feedback received (and depending on the nature of the products/services offered), you will then have a more precise idea of the preferred sending date to maximize the response rate!
5. Ensure the Proper Operation of Your Collection
A low response rate can sometimes be explained by a malfunction in the retrieval of orders and/or the sending of review requests.
For this reason, we recommend checking the proper operation of your collection regularly.
To do this, you can follow the procedure: Verify the collection of reviews
Learn more about the response rate: What is the average response rate to a satisfaction questionnaire?