WhatsApp Survey Campaign
Reach customers where they already are: run your entire survey campaign on WhatsApp, from invitation to reminder to instant thank-you.
Feedback loop (NPS & CSAT)
Best practice
WhatsApp
3 days
- Day 1 · 10:00
WhatsApp Survey Invite
The opening WhatsApp message with a direct link to the survey.Hi Priya, thank you for choosing Acme Retail. We're always working to serve you better, and your opinion is a big part of that. Could you spare two minutes to answer a few quick questions? Your feedback shapes what we improve next. - clickedDay 1 · 18:00
Thank You Message
An instant thank-you sent by the automation once the survey link is clicked.Hi Arjun, thank you for sharing your feedback with Acme Hotels. Every response is read by a real person on our team, and your comments go straight to the people who can act on them. We'll let you know when your suggestions turn into improvements. - thenDay 4 · 10:00
WhatsApp Survey Reminder
A gentle follow-up for contacts who haven't answered yet.Hi Rahul, just a friendly nudge — we'd still love to hear about your recent experience with Acme Retail. The survey takes less than 3 minutes and closes soon, so now is the perfect moment. Every answer is read and acted on.
| Day | Channel | Event | Description | |
|---|---|---|---|---|
| Day 1 · 10:00 | WhatsApp | WhatsApp Survey Invite | The opening WhatsApp message with a direct link to the survey. | |
| Day 1 · 18:00 | WhatsApp | Thank You Message | An instant thank-you sent by the automation once the survey link is clicked. | |
| Day 4 · 10:00 | WhatsApp | WhatsApp Survey Reminder | A gentle follow-up for contacts who haven't answered yet. |
Included automation
When "WhatsApp Survey Invite" is clicked → "Thank You Message"
Why this works
WhatsApp is read within minutes, which makes it the fastest feedback channel and the easiest to overuse — so the whole loop is one invitation, one reminder and a thank-you.
- Send the invitation on the day of the experience and cap the programme at a single reminder three days later.
- WhatsApp needs an opt-in before the first message and an obvious way to stop; use an approved template and never message a contact who has not consented.
- Trigger the thank-you off the click instead of scheduling it, so only the contacts who actually opened the survey receive it.
- Watch the block and opt-out rate next to the response rate — on WhatsApp a lost contact costs you every future touch on the channel.
Measure: Response rate