WhatsApp survey template
Collect NPS, CSAT and post-purchase feedback inside the chat customers already check. Quick Reply ratings, conditional follow-ups and CRM sync.
- Quick Reply rating buttons
- Detractor auto-routing
- Real-time CRM sync
Key things to know
NPS 0-10 buttons
Split across two template messages (0-5, 6-10) using Quick Reply scoring.
CSAT 1-5 stars
Single message with 5 Quick Reply rating buttons and an open follow-up.
Thumbs up/down
Fastest 2-option format — great for support tickets and delivery confirmation.
Conditional follow-up
Detractors get a human agent. Promoters get a review request. Auto-branched.
People also ask
Q.Is a survey a Marketing or Utility template?
Surveys sent right after a transaction (post-purchase CSAT, delivery NPS) qualify as Utility. Standalone research surveys to non-transacting customers are Marketing and need an opt-in.
Q.How do I send a WhatsApp NPS survey?
Use a Utility template with a 0-10 Quick Reply scale, trigger 24 hours after purchase or delivery, and route detractors (0-6) to a human agent automatically.
Q.What's the best length for a WhatsApp survey?
1-3 questions. Response rates drop above 3 questions. Start with the headline rating, then ask one open follow-up if the score is high or low.
Q.Can I use Quick Reply buttons for ratings?
Yes. WhatsApp templates support up to 10 Quick Reply buttons — perfect for 1-5 stars, NPS 0-10 (split into two messages) or thumbs up/down.
Q.What response rates can I expect?
WhatsApp surveys average 35-60% response rate vs 2-5% for email — because they appear in the chat customers already use.
Q.How do I sync survey responses to my CRM?
LandinChat pushes every response to Hubspot, Zoho, Salesforce or webhooks in real time so detractor alerts and follow-ups fire automatically.
Why WhatsApp surveys outperform email 10x
WhatsApp survey templates ask customers for ratings, NPS or feedback through Quick Reply buttons inside the chat they already use daily. Response rates routinely hit 35-60% vs 2-5% for email.
Post-purchase, post-delivery and post-support surveys qualify as Utility templates because they relate to a customer transaction. Standalone research surveys need a Marketing template and explicit opt-in.
LandinChat triggers surveys automatically from Shopify orders, Zendesk tickets, CRM stages or webhooks — then routes detractors to a human agent and promoters to a Google review request.
Built for serious growth teams
NPS 0-10 buttons
Split across two template messages (0-5, 6-10) using Quick Reply scoring.
CSAT 1-5 stars
Single message with 5 Quick Reply rating buttons and an open follow-up.
Thumbs up/down
Fastest 2-option format — great for support tickets and delivery confirmation.
Conditional follow-up
Detractors get a human agent. Promoters get a review request. Auto-branched.
CRM + webhook sync
Push every response to Hubspot, Zoho, Salesforce or any webhook in real time.
Trigger automation
Fire surveys 24h after Shopify orders, on ticket close, after appointments or via API.
Get live in days, not months
- 1
Pick survey type
NPS, CSAT, thumbs, or custom 2-10 button scale.
- 2
Set trigger event
Order delivered, ticket closed, appointment completed, custom webhook.
- 3
Submit Utility template
Keep copy tied to the transaction. Add Quick Reply buttons for the rating scale.
- 4
Branch on response
Route detractors to agents, promoters to a review request, neutrals to a survey link.
- 5
Sync to CRM
Push score and verbatim feedback to your CRM, BI tool or Slack alert.
Frequently asked questions
Stop guessing. Start asking — where customers actually reply.
LandinChat triggers NPS, CSAT and feedback surveys on WhatsApp with Quick Reply ratings, detractor auto-routing and CRM sync.