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RCS use case

Feedback and surveys on RCS

Ask one question at a time with tap replies, catch an unhappy customer within the hour and invite happy ones to leave a review.

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  • Answers in one tap
  • Service recovery the same day
  • Reviews from the right people
RCS feedback message from a verified restaurant asking a diner to rate their meal with reply chips, and the diner tapping Very good

How do you collect feedback with RCS?

Businesses collect feedback on RCS by sending a short question after a purchase, visit or delivery, with suggested replies such as 1 to 5 ratings. Each tap returns to the business system by webhook, so low ratings can alert a manager and high ratings can trigger a review link. Customers without RCS receive an SMS with a survey link.

Updated

Why use RCS for feedback and surveys?

Answers in one tapReply chips are faster than opening a survey link, so more customers answer at least the first question.
Service recovery the same dayA low rating reaches the manager by webhook while the customer is still reachable and the problem fixable.
Reviews from the right peopleOnly customers who rated you highly see the Write a review button, which keeps the request relevant.

How do you set up feedback and surveys with RCS?

  1. A trigger firesDelivery completed, visit closed or ticket resolved in your system calls the MsgClub API.
  2. The first question goes outA rating question with 3 to 5 reply chips, sent a few hours after the experience.
  3. Branch on the answerLow scores get a follow-up question and a manager alert; high scores get a review link.
  4. Close the loopRatings and comments are stored against the customer and order in your CRM.

RCS templates for feedback and surveys

Copy, edit and use these as a starting point.

Rating requestSuggested replies
Title: How was your {experience} today?
Body: Hi {name}, one tap helps {business} improve. Your answer goes straight to our manager.
Buttons: Very good | Okay | Not happy
Low score follow-upSuggested replies
Title: Sorry about that, {name}
Body: What went wrong with your {experience}? Our manager will call you within {hours} hours.
Buttons: Waiting time | Staff behaviour | Product quality
Review requestText with actions
Title: Thank you, {name}
Body: Glad you liked your {experience} at {business}. Would you share a quick review to help others find us?
Buttons: Write a review | Maybe later

Rich cards and buttons are set up per campaign in your MsgClub panel; text is editable.

Which industries use RCS for feedback and surveys?

Restaurants and cloud kitchensHow do restaurants use RCS messaging?See how
Retail storesHow do retail stores use RCS messaging?See how
Physiotherapy clinicsHow do physiotherapy clinics use RCS?See how
Auto service centres and garagesHow do car service centres use RCS messaging?See how
Hotels and homestaysHow do hotels use RCS messaging?See how
Logistics and courier companiesHow do courier companies use RCS messaging?See how

What are the best practices for feedback and surveys?

Do this
  • Ask one question per message, never a 10-question form in chat
  • Send within a few hours of the experience, during daytime
  • Alert a named manager for every low score, with a call-back deadline
  • Do not offer discounts in exchange for positive reviews
What to measure
  • Response rate to the first question
  • Time from low score to manager contact
  • Reviews posted after a review request

Connect results to your CRM with the RCS API and webhooks. See how pricing works.

Questions about RCS feedback and surveys

Can customers answer a survey inside an RCS message?

Yes, for short surveys. Suggested replies let customers answer with a tap, and each answer arrives by webhook. Ask one question per message and branch based on the answer. For longer surveys, send a link to a form after the first tap.

Is a feedback request on RCS promotional?

A feedback request about a recent purchase or visit is generally treated as a service message, as long as it contains no offers. Adding a discount for the next visit turns it promotional, which needs consent and follows promotional timing rules.

Can I offer a reward for leaving a review?

Avoid it. Rewarding only positive reviews is misleading, and review platforms and consumer rules in India discourage incentivised reviews. Ask every satisfied customer politely, and fix the problems unhappy customers tell you about instead.

When should a feedback message be sent?

A few hours after the experience, while it is fresh, and within daytime hours. For deliveries, send it after the delivered event; for clinic or service visits, after the visit is closed. Avoid late-night sends, which irritate customers.

What happens to customers without RCS?

They get an SMS with a short link to the same questions on a web form. Response rates on SMS links are usually lower than on tap replies, so compare the two groups separately in your reports.

How do low ratings reach my team quickly?

Each reply is sent to your webhook as a message.received event. Your CRM or a tool like Zapier can alert the manager by email, WhatsApp or SMS when the reply is Not happy, with the customer and order details attached.

Related guides

RCS business messaging in IndiaSend RCS business messages in India with your logo, a verified sender, rich cards, carousels and reply buttons, plus automatic SMS fallback for every phone.Read the guide RCS vs SMS vs WhatsApp for business in IndiaCompare RCS, SMS and WhatsApp for business in India: reach, branding, buttons, opt-in and pricing models, with clear advice on when to use each channel.Read the guide

More RCS use cases

Promotional campaignsOrder updatesPayment remindersAppointment remindersProduct launchesLead generationOTP and verification

Same job on other channels

SMS: feedback and surveysWhatsApp: feedback and surveysVoice broadcast: feedback and surveys

All RCS use casesRCS by industry

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