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WhatsApp customer satisfaction survey template
A CSAT survey on WhatsApp should be one tap. Every extra step — a link, a form, a second question — costs a large share of responses.
The template
Utility category — the message relates to a specific order, appointment or account the customer already has.
Body
Hi {{customer_name}}, how would you rate the help you received with {{ticket_reference}}?
Buttons
- Good (quick_reply)
- Okay (quick_reply)
- Poor (quick_reply)
What gets filled in per recipient
| Variable | Sample value |
|---|---|
{{customer_name}} |
Priya |
{{ticket_reference}} |
your damaged item |
Approval notes for this template
Send inside the service window right after resolution, so the reply costs nothing and arrives while the interaction is remembered.
Follow a 'Poor' rating with a human, not another automation. That rating is a recovery opportunity with a short shelf life.
Customer satisfaction survey: common questions
What Meta category does the 'Customer satisfaction survey' template use?
The Customer satisfaction survey template is submitted under the utility category. Utility category — the message relates to a specific order, appointment or account the customer already has.
Can I edit the variables in the 'Customer satisfaction survey' template?
Yes. The Customer satisfaction survey template is a fixed body with named variables submitted to Meta in advance and reviewed before it can be sent, so you can change the wording or the variables to match your brand. If the edited version is rejected, it can be edited again and resubmitted — the version history stays intact, so you are not starting from a blank draft.
Which businesses use the 'Customer satisfaction survey' template?
It's built for support & service use cases: Ticket updates, satisfaction surveys and out-of-hours replies.
How much does the 'Customer satisfaction survey' template cost to send?
WhatsApp prices every template by its Meta category, so the Customer satisfaction survey template is charged at the utility rate rather than a flat per-message fee — the same wording costs more as a marketing template than as a utility one.
What other templates pair with 'Customer satisfaction survey'?
Customer satisfaction survey is most often used alongside Support ticket created, Support ticket resolved and Out of hours auto-reply, the other support & service templates in this library.
Others in this category
Support ticket created
The acknowledgement exists to stop the customer chasing. A ticket number and a realistic response window …
Support ticket resolved
Closing a ticket should state what was actually done, not just that it is closed. Offering …
Out of hours auto-reply
An away message should do more than say you are closed. Giving a specific return time …