1. This letter is good for public relations. It makes the client feel welcome, and it also gives you the chance to discuss your actions to make things better.
  2. Express gratitude to the customer's comment and simply express regret. Do not mention his or her concern as a problem.
  3. Discuss the causes of the situation and the actions you are planning to take to solve it.
  4. Close the letter positively.


[Senders Name]
[Address line]
[State, ZIP Code]

[Letter Date]

[Recipients Name]
[Address line]
[State, ZIP Code]

[Subject: Normally bold, summarizes the intention of the letter] -Optional-

Dear [Recipients Name],

We would like to thank you for sending us honest feedback about our delivery service. Your comments regarding the abundance of packaging were very helpful. We agree that lessening the amount of plastic in our packaging will be both beneficial to the environment as well as to us. We have therefore started assessing the amount of packaging we use and are on our way to becoming more environmentally-conscious. Please keep the comments coming -- They certainly mean a lot to us!


[Senders Name]
[Senders Title] -Optional-

[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -