Feedback-E-Mails helfen Ihnen, Nutzer zu verstehen und Ihr Produkt zu verbessern. Aber Timing und Vorgehen sind entscheidend – schlecht getimte Anfragen nerven und führen zu niedrigen Antwortquoten. So fragen Sie effektiv.
Timing für Feedback
Triggerbasierte Anfragen
const feedbackTriggers = [
{
event: 'feature_used_10_times',
delay: '1 day',
template: 'feature-feedback',
question: 'How useful is this feature?'
},
{
event: 'subscription_month_3',
delay: '0',
template: 'nps-survey',
question: 'How likely are you to recommend us?'
},
{
event: 'support_ticket_resolved',
delay: '1 hour',
template: 'support-feedback',
question: 'How was your support experience?'
},
{
event: 'onboarding_complete',
delay: '3 days',
template: 'onboarding-feedback',
question: 'How was getting started?'
}
];
NPS-Umfrage-E-Mail
await sendEmail({
to: user.email,
subject: 'Quick question about your experience',
template: 'nps-survey',
data: {
user,
question: 'How likely are you to recommend us to a colleague?',
// One-click rating in email
ratingUrls: Array.from({ length: 11 }, (_, i) => ({
score: i,
url: `${baseUrl}/feedback/nps?score=${i}&token=${token}`
}))
}
});
Feature-Feedback
Kontextbezogenes Feedback
await sendEmail({
to: user.email,
subject: `How's ${feature.name} working for you?`,
template: 'feature-feedback',
data: {
user,
feature: {
name: feature.name,
usageCount: usage.count,
firstUsed: usage.firstUsedAt
},
question: 'How useful is this feature for your workflow?',
options: [
{ label: 'Very useful', value: 5, url: feedbackUrl(5) },
{ label: 'Somewhat useful', value: 3, url: feedbackUrl(3) },
{ label: 'Not useful', value: 1, url: feedbackUrl(1) }
]
}
});
Beta-Feedback
await sendEmail({
to: user.email,
subject: 'Your feedback on the beta',
template: 'beta-feedback',
data: {
user,
betaFeature: feature.name,
questions: [
'What worked well?',
'What was confusing?',
'What\'s missing?'
],
feedbackFormUrl: `${baseUrl}/beta/${feature.slug}/feedback`,
incentive: 'Get 3 months free when we launch'
}
});
Support-Nachbereitung
Feedback nach Ticket-Lösung
await sendEmail({
to: user.email,
subject: 'How was your support experience?',
template: 'support-feedback',
data: {
user,
ticket: {
id: ticket.id,
subject: ticket.subject,
resolvedAt: ticket.resolvedAt,
agent: ticket.assignedAgent.name
},
rating: {
question: 'How would you rate your support experience?',
options: [
{ emoji: '😊', label: 'Great', value: 5 },
{ emoji: '😐', label: 'Okay', value: 3 },
{ emoji: '😞', label: 'Poor', value: 1 }
]
},
followUpUrl: `${baseUrl}/support/tickets/${ticket.id}`
}
});
Onboarding-Feedback
Umfrage nach dem Onboarding
await sendEmail({
to: user.email,
subject: 'Quick question about getting started',
template: 'onboarding-feedback',
data: {
user,
completedSteps: onboarding.completedSteps,
timeToComplete: onboarding.duration,
questions: [
{
id: 'ease',
text: 'How easy was it to get started?',
type: 'scale',
min: 1,
max: 5
},
{
id: 'missing',
text: 'Was anything confusing or missing?',
type: 'text'
}
],
surveyUrl: `${baseUrl}/feedback/onboarding?token=${token}`
}
});
Kündigungs-Feedback
Kündigungsumfrage
await sendEmail({
to: user.email,
subject: 'One quick question before you go',
template: 'churn-feedback',
data: {
user,
subscription: {
plan: subscription.plan,
duration: subscription.tenure
},
question: 'What\'s the main reason you\'re leaving?',
options: [
{ label: 'Too expensive', value: 'price' },
{ label: 'Missing features', value: 'features' },
{ label: 'Switched to competitor', value: 'competitor' },
{ label: 'No longer needed', value: 'not_needed' },
{ label: 'Other', value: 'other' }
],
feedbackUrl: `${baseUrl}/feedback/cancellation?token=${token}`,
winBackOffer: 'Share feedback and get 50% off if you return'
}
});
Best Practices für Feedback-E-Mails
Kurz halten
// Good: One question, one click
const simpleNPS = {
subject: 'One quick question',
body: 'How likely are you to recommend us?',
action: '10 clickable numbers in email'
};
// Bad: Long survey link
const longSurvey = {
subject: 'Please complete our 15-question survey',
body: '...',
action: 'Link to external survey tool'
};
Timing ist wichtig
const feedbackTiming = {
// Good times
afterPositiveExperience: true, // Just completed a task
afterMilestone: true, // 30 days, 100 uses, etc.
afterSupportResolution: true, // 1 hour after close
// Bad times
duringOnboarding: false, // Let them learn first
afterNegativeExperience: false, // They're already frustrated
tooFrequently: false // Max once per month
};
Anreize mit Augenmaß
const incentiveStrategy = {
// Low-effort feedback (NPS, ratings)
lowEffort: {
incentive: 'none',
reason: 'Quick enough that incentive isn\'t needed'
},
// Medium-effort (short survey)
mediumEffort: {
incentive: 'entry into drawing',
reason: 'Small reward for small effort'
},
// High-effort (interview, detailed feedback)
highEffort: {
incentive: 'gift card or account credit',
reason: 'Compensate for significant time'
}
};
Feedback analysieren
Antwort-Tracking
interface FeedbackMetrics {
responseRate: number;
averageScore: number;
scoreDistribution: Record<number, number>;
commonThemes: string[];
actionableInsights: string[];
}
async function analyzeFeedback(campaignId: string): Promise<FeedbackMetrics> {
const responses = await getFeedbackResponses(campaignId);
return {
responseRate: responses.length / emailsSent,
averageScore: calculateAverage(responses.map(r => r.score)),
scoreDistribution: groupBy(responses, 'score'),
commonThemes: extractThemes(responses.map(r => r.text)),
actionableInsights: identifyActionItems(responses)
};
}
Best Practices
- —Zur richtigen Zeit fragen - Nach positiven Erfahrungen
- —Einfach halten - Eine Frage ist besser als zehn
- —So einfach wie möglich - Antworten mit einem Klick in der E-Mail
- —Feedback-Loop schließen - Teilen Sie mit, wie Sie das Feedback genutzt haben
- —Nicht überfragen - Anfragen pro Nutzer begrenzen
- —Anfragen segmentieren - Unterschiedliche Fragen für unterschiedliche Nutzer
Gute Feedback-E-Mails wirken wie ein Gespräch, nicht wie ein Verhör. Machen Sie es Nutzern leicht, ihre Gedanken zu teilen.