WhatsApp feedback templates with auto-routing
Post-purchase 5-star ratings, CSAT and written reviews on WhatsApp. 8–12x response rate vs email, auto-redirect promoters to Google / Trustpilot, detractors to support.
- 30–50% response rate
- Promoters → Google review URL
- Detractors → support handover
Key things to know
5-star Quick Reply rating
1–5 buttons or List Message — one tap, no typing. Scored and stored automatically.
Promoter → Google / Trustpilot
Score ≥4 triggers Marketing template with Google review URL button. Compounds local SEO.
Detractor → live agent
Score ≤3 escalates to a human in real-time. Resolve before they post publicly.
Open-ended review capture
After rating, ask 'What would have made this 5 stars?' — qualitative gold.
People also ask
Q.Marketing or Utility template for feedback?
Utility if sent within 24h of a transactional event (delivery / service completion) referencing that event. Marketing if it includes promotional content or is sent later. Most teams use Utility for the first ask, Marketing for follow-up reviews on Google / Trustpilot.
Q.What's the typical response rate?
8–12x higher than email surveys. WhatsApp post-delivery CSAT routinely hits 30–50% response vs 3–5% on email, because it's in-thread, one tap, and time-anchored to the experience.
Q.How do I capture a 5-star rating?
Quick Reply buttons 1–5 or List Message 'Excellent / Good / OK / Poor'. LandinChat auto-scores and routes detractors to support, promoters to a Google / Trustpilot review link.
Q.Can I auto-redirect promoters to Google / Trustpilot?
Yes — score ≥4 triggers a follow-up with a Google review URL button. Score ≤3 triggers an apology + agent handover. Standard NPS playbook, automated.
Q.When should I send the feedback ask?
2–24 hours after delivery / service completion for product / service feedback. Same-day for restaurants, hotels, salons. Within the 24h Utility window keeps cost lowest.
Q.Cost per feedback request?
India ≈ ₹0.115 Utility. US ≈ $0.014. Cheaper than any survey tool and gets 8–12x the response rate.
Why WhatsApp beats email for post-purchase feedback
Email NPS / CSAT surveys are dead — 3–5% response rates, delayed by days, no context. WhatsApp feedback templates anchor the ask to the actual experience (delivery, service completion, appointment) inside the free 24h Utility window, with a one-tap Quick Reply rating.
The pattern that works: rating ask → branch on score. Promoters (4–5) get a follow-up with a Google / Trustpilot review link. Detractors (1–3) get an apology + agent handover so a human resolves before they leave a public bad review. This is standard NPS done automatically.
LandinChat ships pre-built feedback Flows for Shopify (post-delivery), Calendly (post-appointment), restaurant POS (post-bill), and clinic / salon systems. Score routing, Google review URL injection, and detractor escalation all built in.
Built for serious growth teams
5-star Quick Reply rating
1–5 buttons or List Message — one tap, no typing. Scored and stored automatically.
Promoter → Google / Trustpilot
Score ≥4 triggers Marketing template with Google review URL button. Compounds local SEO.
Detractor → live agent
Score ≤3 escalates to a human in real-time. Resolve before they post publicly.
Open-ended review capture
After rating, ask 'What would have made this 5 stars?' — qualitative gold.
Time-anchored triggers
Shopify delivered, Calendly post-meeting, POS bill close, clinic visit end — all built in.
NPS / CSAT dashboard
Score by channel, agent, product, store, location. Weekly exports to ops.
Get live in days, not months
- 1
Pick the trigger event
Shopify delivered, Calendly post-meeting, POS bill close, clinic visit end.
- 2
Submit 2 templates
Utility rating ask (1–5 buttons) + Marketing review request (Google URL). Approval 1–4 hrs.
- 3
Set score routing
≥4 → Google review template. ≤3 → agent handover with context.
- 4
Wire to your stack
Shopify / Calendly / POS / EHR webhooks — fire the rating ask automatically.
- 5
Review weekly NPS
Score by SKU, agent, store. Loop bottom-decile back to ops for fixes.
WhatsApp feedback vs Email survey
| Capability | LandinChat | Email survey |
|---|---|---|
| Response rate | 30–50% | 3–5% |
| Time-to-feedback | Minutes | Days |
| Promoter → review | Auto Google link | Separate email |
| Detractor recovery | Live agent handover | Ticket in queue |
| Cost per response (India) | ₹0.115 | ~₹2–5 fully loaded |
| Context to experience | Tied to delivery / visit | Days later, lost context |
Frequently asked questions
Capture 8–12x more feedback on WhatsApp
Auto-route promoters to Google reviews, detractors to live agents — pre-built for Shopify, Calendly, POS and EHR.