Explain why you are asking
Tell customers that the short feedback invitation helps you understand the service they received and improve future interactions.
You can introduce it in a normal service email, on a relevant help page or in a conversation. Keep the explanation brief and use wording that matches how your organisation actually handles feedback.
For example:
You’ll see a short feedback link in our emails. Please use it to tell us how the service went, including anything we could improve. Your comments help us understand what worked and where we need to do better. Thank you for taking a moment to share them.
Adapt this wording rather than promising anonymity, rewards, a response time or a particular privacy arrangement that your team has not established.
Ask at a useful moment
Place the invitation close to the service interaction so the customer knows what they are rating.
Use your email signature for everyday correspondence, a rating request after a call or completed interaction, or a QR code where service happens in person. Avoid piling several invitations into the same message.
Make it easy to give an honest answer, including negative feedback. A concise invitation is usually clearer than a long explanation of the scoring system.
If little feedback arrives
First check that customers can see and use the invitation, then consider its placement and wording.
- Inspect a received sample from each email app or template you actually use. A signature can be present in new messages but absent from replies.
- Check that you used the intended person’s snippet. See personal rating links.
- Check for missing images, lost links or formatting.
- Review the context: does the customer know whose service they are rating, and why you are asking?
- If you need a complete test, agree it with your administrator. Clicking a face can create a real rating and affect the feedback you see.
A low response count alone does not establish a technical fault. If the setup appears correct but you suspect feedback is missing, contact support@teamhively.com with the affected workflow and approximate time, without sending a whole customer conversation.