Your feedback request emails are the initial touchpoint with customers when inviting them to leave a review on Feefo. Customising these emails is a powerful way to engage with your audience and align the communication with your brand. This article will guide you through the process of customising your feedback request emails, enabling you to enhance response rates and gather more valuable feedback for your business.

Customising Feedback Request Emails

Before diving into the customisation process, ensure you have adjusted your campaign feedback preferences. If you are unsure how to do this, refer to our article on changing campaign feedback preferences.

Follow these simple steps to customise your feedback request emails:

  1. Log in to the Feefo Hub
  2. Navigate to 'Campaigns > Manage Campaigns' in the left-hand menu.
    • If you have only one campaign, click the 'Feedback Preferences' button below your default campaign. 
    • For multiple campaigns, select your chosen campaign from the 'Actions' drop-down menu and click 'Edit.' On the next screen, click on the 'Feedback Preferences' button.

If your campaign has multiple triggers, you will find several 'Feedback Preference' buttons. Customise the preferences for each trigger to tailor the emails for different touchpoints.

Email Customisation

Click the 'Customise Email' button in the 'Feedback request' section at the top of the page. The email editor will display a preview of how the email will look on both mobile and desktop when sent to customers.

You can customise the following elements of the email:

Subject Line: Change the subject line of the email.

Greeting: Customise the greeting to personalise the email.

Introduction: Tailor the introduction to match your brand's tone and style.

Transaction Label: Modify the transaction label to provide context for the customer.

Body Text: Edit the main body text of the email to deliver your message effectively.

Before making any changes, ensure the correct 'Preview Language' is selected from the drop-down menu, which lists all supported languages by Feefo. If you serve multiple countries, update the language templates accordingly to ensure the emails are received as intended. You can specify the language for the Feedback Request by including 'locale' in your sales file upload.

You can use 'Dynamic Variables' to include specific customer and purchase information in the email, such as their name, order reference, and order date. Simply click the 'Dynamic variables' text in the text box and choose the variable you want to include.

As you make changes, the email preview will update in real-time. Once you are satisfied with the wording, click the 'Save Template' button at the top of the page.

If you wish to change the logo or header image of the email, you can do this in your Brand profile settings under 'Settings > Brand Profile'.


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. 

Undoing Changes

You can undo any changes made to the email by clicking the 'Reset Email' button at the top of the page, which 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.


Customising your feedback request emails through the Feefo Hub is a straightforward process that allows you to create personalised and engaging communication with your customers. By following the steps outlined in this article, you can maximise your response rates and collect valuable feedback to drive the success of your business. Remember to align the customisation with your brand and audience preferences for a cohesive and impactful feedback campaign.