Feedback and surveys on WhatsApp
Ask for a rating right after the visit or delivery, with one-tap answers, and reach unhappy customers before they post a review.
- Answers in one tap
- Recover unhappy customers
- Feedback tied to the transaction
How do you collect customer feedback on WhatsApp?
Businesses collect feedback on WhatsApp by sending a short template after a purchase, visit or support case, asking for a rating with buttons or a list. The answer opens a conversation, so a follow-up can ask why, low scores go to a manager in the team inbox, and all responses are sent to the CRM or survey sheet by webhook.
Updated
Why use WhatsApp for feedback and surveys?
How do you set up feedback and surveys with WhatsApp?
- A transaction completesYour system marks an order delivered, a visit finished or a support case closed.
- The feedback request goes outAfter a delay you choose, a template asks one question with buttons or a list of ratings.
- The bot asks one follow-upHappy customers get a link to leave a public review; unhappy ones are asked what went wrong and routed to a manager.
- Results are collectedEvery rating and comment is posted by webhook to your CRM, sheet or survey tool with the transaction ID.
WhatsApp templates for feedback and surveys
Copy, edit and use these as a starting point.
Hi {{1}}, thank you for visiting {{2}} on {{3}}. How was your experience with {{4}}? [Very good] [Okay] [Not good]
Hi {{1}}, your order {{2}} was delivered yesterday. Did everything arrive as expected? [Yes, all good] [There is a problem]
Hi {{1}}, how likely are you to recommend {{2}} to a friend? Tap below to answer on a scale of 0 to 10. It takes 10 seconds. [Give my rating]
Submit each template to Meta for approval in your MsgClub panel. {{1}}, {{2}} are variables.
Which industries use WhatsApp for feedback and surveys?
What are the best practices for feedback and surveys?
- Ask within 24 hours of the visit or delivery, while it is fresh
- Ask one question first, then at most one follow-up
- Route every low score to a named person with a response deadline
- Do not attach discounts to the feedback request; it changes the category and biases answers
- Response rate per feedback template
- Share of low scores contacted within a set time
- Average rating or NPS by branch, agent or product
Connect results to your CRM with the WhatsApp API and webhooks. See how pricing works.
Questions about WhatsApp feedback and surveys
Is a WhatsApp feedback request a utility or marketing template?
It depends on the wording. A request tied to a specific order, visit or support case, with no offers, is often accepted as utility. General surveys, NPS sent to everyone or requests with a discount are usually marketing. Meta decides the category at review, so word it around the transaction.
Can I run a multi-question survey on WhatsApp?
Yes. After the customer answers the first question, the 24-hour window is open and a bot can ask more questions with buttons, lists or free text. Keep it to 3 to 5 questions; longer surveys work better as a WhatsApp form where Meta supports it, or a web link.
How do I ask happy customers for a Google review on WhatsApp?
After a high rating, the bot can send your Google review link with a short thank-you. Ask everyone the same rating question first and do not offer rewards for reviews, which breaches Google's policies.
How soon after a visit should I ask for feedback?
Within a day for visits and deliveries; a few hours after a restaurant meal or support case works well. Later requests get fewer answers and vaguer comments. Avoid sending late at night, which annoys customers and raises block rates.
Can feedback go to Google Sheets automatically?
Yes. Each rating and comment arrives as a message.received webhook, which can write a row to Google Sheets through Zapier, or update your CRM. Include the order or visit ID as a template variable so each answer is tied to the transaction.
What response rate can I expect from WhatsApp surveys?
It varies by industry and timing, so measure your own. One-question button surveys sent soon after a visit tend to get far more answers than email surveys. Compare response rates by template and send time for a few weeks before settling on a format.
Related guides
More WhatsApp use cases
Same job on other channels
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