# How to thank customers for feedback > Thank customers for the specific thing they told you, in a short message from your own email. Thank people for bug reports as well as praise, and make small gestures that cost you nothing. Avoid promises about dates or features you do not control. Source: https://escutaproduto.com/resources/thank-customers-for-feedback Last updated: 2026-10-09 ## Thank them for the specific thing "Thanks for your feedback" is what every company says. Customers have heard it so often they skip past it. A thank you that names the specific thing works better, because it shows you read the message. Name the screen, the step or the idea they described. > Thanks, Ana. Your note about the reports page loading slowly on large accounts helped us find the query that was taking most of the time. The sentence above does two jobs. It shows the message was read, and it tells the customer what their feedback changed. Keep the second part honest. Only say the feedback helped if it did. ## Keep it short and human A thank you does not need a paragraph. Two or three sentences cover most cases. Write it as you would talk to a person you respect. Avoid stock phrases such as "we truly value your input", which sound like they were written for a hundred people at once. Sign it with your first name. A thank you from a named person feels personal, and it invites a reply if the customer wants to say more. If the reply came from a team inbox, a first name still helps. ## Thank people for bugs too Many teams thank praise and ignore bug reports. That is a mistake. A bug report takes effort, and the customer who wrote it is trying to help you. Thank them for the detail, not for the complaint. > Hi Ana, thanks for including the browser and the step before the error. That made the bug quick to reproduce. We are working on it now and I will write again when it is fixed. Thanks for a bug only works if you follow it with action. Otherwise it reads as a polite way to end the conversation. The steps for that follow-up are in [how to follow up on a bug report](/resources/follow-up-on-bug-reports). ## Small gestures that cost you nothing Some of the most effective thanks cost nothing. Here are a few that work well for small teams: - **Reply to the message the same day it arrives**, even if you only say you are looking into it. - **Tell the customer when their idea was discussed**, even when the answer is no. - **Credit the request in a changelog entry** when the change ships, with permission to use the name. - **Ask a follow-up question** that shows you want to understand the problem, not just close the item. - **Let them know when they helped a decision**, such as "your message is one of the reasons we moved this to next month". None of these needs a discount, a gift or a free upgrade. Those can be generous, but they are not what makes a customer feel heard. ## Promises you should not make A thank you can turn into a promise without you noticing. Avoid these phrases unless you control the outcome: - "This will be ready next week." - "We will definitely add this." - "You will be the first to try it." Replace them with what you know. "We have added this to our plan and I will tell you when it is in progress" is honest. If the plan changes, you can still keep that promise, because you only promised to tell them. Watch for the same trap with discounts or offers in a reply to feedback. Mixing a thank you with a sales offer makes the thanks feel like a transaction. Keep those messages separate. ## Thanks in a shared thread Sometimes feedback arrives in a thread that several people read, such as a shared channel or a public comment. In that case, thank the person in a line and keep the rest of the thread for the substance. Long thanks in public read as performance. A short line reads as respect. ## When a thank you needs a follow-up A thank you that leads nowhere can damage trust. If you tell a customer their idea was discussed, tell them what happened to it later, even if the answer is no. If you tell them you are looking into a bug, write again when you have news. Keep a short note of every promise you made in a reply, and check those notes during the weekly review. Name a date in the note when you expect news, so the reminder has a deadline. A thank you for a bug fix works best when it comes with the fix itself. The thanks are only as good as the follow-up that comes after. ## Thanking customers from Escuta Produto Open the item in the product inbox and read the message before you write. The page URL, browser and metadata tell you what the customer was doing, so you can name the thing they described with confidence. Write the thank you from your own email, to the address saved on the item. Record the thank you as an internal note if it came with a commitment, such as "I will tell her when this ships". The note is the reminder. For the full set of templates for replies, including thanks for praise and for unclear messages, see [how to reply to customer feedback](/resources/reply-to-customer-feedback). For how thanks fits into the work after a change ships, read [how to tell customers their request shipped](/resources/tell-customers-request-shipped). If your app sends feedback itself, the [REST API docs](/docs/api) show how to include the email and page details in each request. ## Frequently asked questions ### How do you thank a customer for feedback in a way they notice? Name the specific thing they told you, such as the screen, step or idea, and say what it changed if it really changed something. Keep it to two or three sentences and sign it with your first name. ### Should you thank customers who report bugs? Yes. Thank them for the detail that makes the bug easier to fix, such as the browser or the step before the error. Follow the thanks with action, or it reads as a polite way to end the conversation. ### What should you avoid saying when you thank a customer? Avoid promises about dates or features you do not control, such as saying something will be ready next week. Say what you know instead, and promise only to keep them informed. ### Do you need to give a gift or discount to thank customers? No. Replying the same day, crediting the request in a changelog and telling someone when their idea was discussed all work well and cost nothing. Keep any offer separate from the thank you.