WhatsApp · Customer feedback

WhatsApp Survey Templates for Feedback on One Experience

A survey on WhatsApp works when it feels like a question from a person, not a form from a system. Ask about one thing the customer just did, give them buttons to answer, and follow up only when the answer calls for it.

Choose an example

See the survey examples Write your question

Rating the help, then asking why: WhatsApp feedback message on an iPhone

Rating the help, then asking why: WhatsApp feedback message on an Android phone

After a support chat, shown on both handsetsOpen it →

One experience each

WhatsApp survey examples for six moments

Support, checkout, packaging, a consultation, a return and a free-text question. Each card names the template category it falls under, the fields, and how the chat looks on each phone.

Template 01 · After a support chat

Rating the help, then asking why

UtilityBeautyAn hour after a support conversation closes

The agent's name ties the question to one conversation, which keeps it specific. A low answer opens a free-text follow-up while the details are fresh.

Fields

Header

How did we do?

Body

You spoke with Maya about your order earlier today, {{first_name}}. How helpful was that conversation for you?

Buttons

Very helpful It was okay Not helpful

Utility · 3 buttons · body 110 / 1,024 characters

Rephrase this question →

Was paying easy?: WhatsApp feedback message on an iPhone

Template 02 · Checkout

Was paying easy?

UtilityFashionThe day after an order, once

Checkout problems rarely reach support; people just leave. Asking buyers how it went, with three taps, shows where friction sits before it costs orders.

Fields

Header

Image product photo

Body

Quick question about purchase #{{order_id}}, {{first_name}}: how easy was it to pay and check out?

Buttons

Easy A bit fiddly Hard

Utility · 3 buttons · body 100 / 1,024 characters

Rephrase this question →

How the new packaging held up: WhatsApp feedback message on an iPhone

Template 03 · Packaging

How the new packaging held up

UtilitySupplementsTwo days after an order in new packaging

A packaging change is tested by customers, not the warehouse. A question tied to their order gives you real-world results within a week.

Fields

Header

Image product photo

Body

Your parcel #{{order_id}} came in our new paper packaging, {{first_name}}. Did everything reach you in good shape?

Buttons

Yes, all fine Something broke Too much packing

Utility · 3 buttons · body 116 / 1,024 characters

Rephrase this question →

A short form after a consultation: WhatsApp feedback message on an iPhone

Template 04 · Three questions

A short form after a consultation

UtilityHomeOne day after a video consultation

Some feedback needs more than one tap. Saying how many questions there are, and how long they take, makes the link worth opening.

Fields

Header

Image product photo

Body

Thanks for your video call with Tom on Tuesday, {{first_name}}. Would you answer three questions about it? It takes under a minute.

Buttons

Answer 3 questions

Utility · 1 button · body 131 / 1,024 characters

Rephrase this question →

How sending it back felt: WhatsApp feedback message on an iPhone

Template 05 · After a return

How sending it back felt

UtilityFashionOnce a refund has been completed

A smooth return can keep a customer who was disappointed by the product. Asking about the process, not the item, tells you which of the two to fix.

Fields

Header

Your return is complete

Body

The refund for #{{order_id}} has gone through, {{first_name}}. Looking back, how easy was the return itself?

Buttons

Very easy Fine Difficult

Utility · 3 buttons · body 110 / 1,024 characters

Rephrase this question →

One thing you would change: WhatsApp feedback message on an iPhone

Template 06 · Open question

One thing you would change

MarketingBeautyTwice a year, to customers who agreed to marketing

An open question gets answers no multiple choice would. Because it is not tied to one order, Meta treats it as marketing, so it needs that consent and an opt-out.

Fields

Header

One question for you

Body

If you could change one thing about shopping with LUMA, {{first_name}}, what would it be? Reply in your own words; every answer is read.

Footer

Reply STOP to unsubscribe

Marketing · 0 buttons · body 136 / 1,024 characters

Rephrase this question →

Survey builder

Phrase your survey question and test the answer buttons

Choose a moment and write your own question and answer labels. The preview rebuilds as you type, the counters track every field's limit, and the last check makes sure there is a way to reply.

Moment

Header text0 / 60

Body0 / 1,024

Wrap words in *asterisks* to bold them; the preview fills each variable with a sample.

Footer0 / 60

Button 10 / 25

Button 20 / 25

Body at most 1,024 characters
Header, footer and buttons in range
No variable opening or closing the body
Answer buttons or a reply prompt

9:41

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Business account

Today

Message

A support rating with three answer buttons and a follow-up question, on an iPhone

The same rating and follow-up on an Android phone

Template category

When Meta counts a survey as utility

Category decides who you can send to and how it is billed. Meta's guidance turns on one question: is the survey about something specific the customer did?

Tied to one interaction

Feedback on a specific order, transaction or conversation can be approved as a utility template.

A general question

A generic request for feedback, not linked to anything the customer did, will not be approved as utility.

Anything promotional

A survey that also mentions an offer is classed as marketing, whatever else it asks.

What that means in practice

Name the order, chat or visit in the first sentence, and keep codes and sales out of it.

Asking well

Five rules for surveys sent on WhatsApp

Ask about one thingOne experience per message. A survey about everything gets vague answers about nothing.
Buttons before formsTapping a reply is quicker than opening a form, so more people answer. Save forms for multi-question surveys.
Follow up on low scores onlyA second question after a poor rating is welcome; after a good one it is a chore.
Send close to the momentAn hour after a chat, a day after checkout. Memory fades quickly.
Read the answersIf nobody acts on what customers say, stop asking. They notice.

Collect customer feedback on WhatsApp with Zefir

Zefir drafts the surveys with you, times every one to the moment it asks about, and keeps consent and opt-out records for every customer in the conversation.

Request access See how it works

1,000+brands message customers through Zefir

72 hoursfrom kickoff to the first survey sent

FAQ

Running surveys over WhatsApp

Is a WhatsApp survey about service a utility or marketing template?

It can be utility if it asks about a specific order, transaction or conversation, but a generic survey, or one with an offer in it, is marketing. Zefir writes each survey to match the category it belongs to.

How many questions should a WhatsApp survey have?

One, answered with a tap, with a second only when the first answer needs explaining. Zefir sends the follow-up question in the same chat.

Should I use buttons or a link to a form?

Quick-reply buttons for one question; a link when you need three or more answers in one go. Zefir sets up either kind of template.

How soon after the experience should it go?

Shortly after the experience it asks about, such as an hour after a support chat or a day after checkout. Zefir sends it on that timing and inside quiet hours.

Isn't this the same as asking for a review?

A review request asks for a public rating of the product, while these surveys ask privately about the service around it. Zefir keeps the two as separate messages.

Keep reading

ArticleWhatsApp Review Request TemplatesAsking for a public product rating instead.ArticleWhatsApp Marketing for Ecommerce in 2026Surveys and two-way chats in a wider WhatsApp strategy.ArticleEmail vs WhatsApp vs SMS for EcommercePicking the channel customers answer on.