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WhatsApp for Customer Feedback & Surveys

Gathering customer feedback is essential for improving your products and services. WhatsApp is an excellent channel for this because its high open and response rates mean you're far more likely to get a reply than with email surveys.

Strategy 1: The Post-Purchase Feedback Request

This is the most common use case. A day or two after a customer has received their product, send them a message to ask about their experience.

  1. Create a Utility Template:

    • Name: post_purchase_feedback
    • Category: Utility (since it relates to a transaction)
    • Body Example: "Hi {{1}}, we hope you're enjoying your new [Product Name]! We'd love to hear about your experience. How would you rate your purchase?"
    • Buttons: Use Quick Reply buttons with a simple rating scale (e.g., "⭐️ Great", "👍 Good", "😐 Okay", "👎 Bad").

  2. Create a Segment:

    • Create a Dynamic Segment of customers whose Last Purchase Date was 3 days ago. This requires having a "Last Purchase Date" field on your customer profiles.
    • Alternatively, manually import a list of recent customers each day and send to a Static Segment.

  3. Launch the Campaign: Schedule a daily campaign that targets this segment with your feedback template.

Strategy 2: The Net Promoter Score (NPS) Survey

NPS is a standard metric for measuring customer loyalty. You can easily run an NPS survey on WhatsApp.

  1. Create a Utility Template:

    • Name: nps_survey_q1
    • Body: "Hi {{1}}, thanks for being a loyal customer. On a scale of 0-10, how likely are you to recommend [Your Brand] to a friend or colleague?"
    • Buttons: Use 11 Quick Reply buttons labeled "0", "1", "2", ..., "10".

  2. Set up Keyword Automations for Follow-up:

    • Create rules in Automations > Keyword Rules to automatically reply based on the score.
      • Promoters (Keywords: 9, 10): "That's great to hear! We're so glad you're happy. Would you mind leaving us a review here? [Link]"
      • Passives (Keywords: 7, 8): "Thank you for your feedback! Is there anything we could do to make your experience a '10'?"
      • Detractors (Keywords: 0 to 6): "We're sorry to hear that. We're always looking to improve. Could you tell us a bit more about what we could have done better?"

[SCREENSHOT: The Keyword Rules page showing different rules for NPS score ranges.]

Strategy 3: Open-Ended Feedback

Sometimes, you just want qualitative feedback.

  1. Create a Utility Template:
    • Name: open_feedback_request
    • Body: "Hi {{1}}, we're working on improving our service and your opinion matters. What's one thing you wish we did differently? Just reply to this message with your thoughts."

This approach opens the 24-hour service window and encourages a direct conversation, which can yield very valuable, in-depth insights.

By using these strategies, you can turn WhatsApp into a powerful tool for gathering a continuous stream of customer feedback.