Your feedback request emails are the first point of contact when customers are asked to leave a review through Feefo. These can be easily customised to your audience and brand through the Feefo Hub and is a crucial part of maximising your response rates and collecting even more valuable feedback! 

Before you customise your feedback email, make sure you’ve changed your campaign feedback preferences. To find out how to do this, click here. 

Fortunately, customising your feedback emails is easy. Just follow the steps below: 

  • Login to the Hub and head to ‘Campaigns > Manage Campaigns’ on the left-hand menu 
  • If you only have one campaign, click the ‘Feedback Preferences’ button below your default campaign. If you have more than one campaign, click on the ‘Actions’ drop-down menu next to your chosen campaign, then ‘Edit’. On the next screen, click on the ‘Feedback Preferences’ button 


Callout: If you have more than one ‘Triggers’ within your campaign, you will see several ‘Feedback preferences’ buttons, so you may need to change the preferences of each trigger if you want to customise the emails being sent out at every touchpoint. 


  • Click the ‘Customise Email’ button in the ‘Feedback request’ section at the top of the page:

  • The email editor shows you exactly what the email will look like (on mobile and desktop) when it’s sent to customers. You can change the email subject line, greeting, introduction, transaction label and body text using the text boxes provided:

  • Before editing any content, make sure the correct ‘Preview Language’ is selected from the drop-down menu. The list shows every language supported by Feefo. If you serve or ship to multiple countries, we'd suggest updating the relevant language templates for the countries you offer your service to, to ensure that your emails are seen as intended. You can specify which language the Feedback Request is sent in by including 'locale' in your sales file upload - Read more about locale in our Sales File Field Summary article.
  • To customise a section, simply click into the specified text box and start typing. You can also add in ‘Dynamic variable’ which will pull information specific to the customer and purchase into the email, such as their name, order reference, order date and more. To do this, click the ‘Dynamic variables’ text that appears once you’ve clicked into a text box and choose the variable you want*:
  • The email preview will update in real time as you make your changes. Once you’re happy with the wording, click the ‘Save Template’ button at the top of the page 
  • If you want to change the logo or header image of the email, you will need to do this in your Brand profile settings (Settings > Brand Profile). Read more on how to do this here 


*Don’t worry! Some dynamic variables, such as order date, will display in their coded format in the email preview (e.g. {{orderDate}}), but this information will be pulled through correctly when the email is sent to the customer. 

Can I undo any changes made to the email? 

Yes, the ‘Reset Email’ button at the top of the page will restore the template back to its default settings. 

The ‘Back to feedback preferences’ button will discard any changes made since the template was last saved.