What’s a feedback or survey follow-up?

A feedback or survey follow-up automatically requests customer input at strategic moments, typically after purchases, support interactions, or service delivery.

Common feedback automation includes:

Review requests asking customers to rate products on your site or third-party platforms. NPS surveys measuring likelihood to recommend. CSAT surveys evaluating specific interaction satisfaction. Product feedback gathering suggestions for improvement.

Timing matters: Product reviews work best after the customer has used the item. Support satisfaction surveys should follow quickly after resolution.

Feedback emails serve dual purposes: gathering valuable input AND demonstrating that you care about customer experience.

Asking for feedback shows customers their voice matters. The responses improve your business. The act of asking improves the relationship.