How to use a welcome email to get valuable customer feedback

Edited excerpt from How We Got 2,000+ Customers by Doing Things That Didn’t Scale by Alex Turnbull:

From: Alex from Groove
Subject: You’re in 🙂 | Plus, a quick question

I really appreciate you joining us at Groove, and I know you’ll love it when you see how easy it is to deliver awesome, personal support to every customer.

We built Groove to help small business grow, and I hope that we can achieve that for you.

If you wouldn’t mind, I’d love it if you answered one quick question: Why did you sign up for Groove?

I’m asking because knowing what made you sign up is really helpful for us in making sure that we’re delivering on what our users want. Just hit “reply” and let me know.

By the way, over the next couple of weeks, we’ll be sending you a few more emails to help you deliver awesome support to your customers. We’ll be sharing some tips, checking in with you, and showing you how some of our customers use Groove to grow their businesses.

Thanks,
Alex
CEO, Groove

One thought on “How to use a welcome email to get valuable customer feedback

  1. Really interesting.

    I think the best way to get feedback from users is through an open ended questions such as “Why did you sign up?” and give them the free range to respond.

    You could however potentially make users lives easier, get a higher response rate, and bucket responses into categories for reasons they signed up (which you could leverage later on to customize experience) by providing a checkbox format such as the following:

    Why did you sign up?
    a) Test a new product.
    b) Sick of my current provider.
    c) Need help managing my companies support emails.

    This is a smaller ask of the user and might be even more impactful.

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