…and then what? What do you give them after they click Send? None of the usual approaches satisfy me. I want to give that person who just took the time to send us email a big smooch, or some sort of instant gratification, a coupon for free ice cream, a free report, something of beauty or humor.

Brett Lider and Craig Scull write in:

The confirmation page after a feedback form submit should list some recent changes made to the website in response to user feedback or usability. This helps them feel like the message doesn’t get flushed into the corporate vortex and makes the company look responsive to customers. It will take some periodic updating of the confirmation page to follow-through on this idea. And if you allow for users to sign-up to be part of a user research pool, include that link here.