Post-Purchase Review Email

A post-purchase email template that requests a testimonial after the customer has had time to use and experience the product or service.

Suggested Subject Line

How's {product_name} working out, {customer_name}?

Template

post-purchase-email.txt

Hi {customer_name},

You've had {product/service} for about {time_period} now, and I'd love to hear how it's going!

A few quick questions (answer as many or as few as you'd like):

1. What's been your favorite thing about {product/service} so far?
2. Has it solved the problem you originally purchased it for?
3. Any pleasant surprises?

You can reply directly to this email with your answers, or if you prefer, share your experience here: {testimonial_link}

Your feedback helps us improve and helps other {target_audience} make confident decisions.

Thanks for being part of the {company_name} family!

{your_name}

Tips for Using This Template

Time this email based on your product's time-to-value. For physical products, wait 2-3 weeks. For software, wait until they've hit a key milestone. For services, send within 1 week of completion.

Offering multiple response methods (reply to email, click a link, answer specific questions) increases overall response rates by giving customers options.

Including 2-3 specific questions helps customers who don't know what to write. Open-ended 'tell us about your experience' requests often go unanswered.

Use first-person, personal language. 'I'd love to hear' from a specific person performs better than 'Our team would appreciate your feedback.'

When to Use This Template

Send 2-4 weeks after purchase for physical products, 1-2 weeks after completion for services, or after a key milestone for software. The customer should have had enough time to form a genuine opinion but not so long that the excitement has fully faded.

Frequently Asked Questions

When is the ideal time to send a post-purchase review email?

It depends on your product. Physical goods: 2-3 weeks after delivery. Digital products: 1-2 weeks after purchase. Services: 3-7 days after completion. SaaS: after the customer achieves their first meaningful result. The key is ensuring they've had enough experience to speak authentically.

Should I include questions or keep it open-ended?

Include 2-3 specific questions AND an open-ended option. Questions guide customers who freeze at a blank text box, while the open-ended option lets talkative customers share freely. This dual approach maximizes both response rate and content quality.

How do I handle negative responses to post-purchase emails?

Treat them as customer service opportunities, not marketing failures. Respond personally within 24 hours, acknowledge the issue, and offer a solution. Customers whose problems are resolved quickly often become your strongest advocates and may even provide positive testimonials later.