WhatsApp feedback and review request templates
Email surveys get 4-6% response rates. WhatsApp feedback messages get 35-50%. The reason: friction. One tap to reply, no inbox digging, no form. The catch: feedback requests are MARKETING category if they include any review-platform link or rating ask, and UTILITY only if they're pure NPS with no external CTA.
These templates cover both flavors plus the post-purchase review nudge that drives Google and product reviews.
When to use
T+3 days after delivery for product feedback. T+1 day after appointment completion for service feedback. T+30 days for retention NPS.
Approval tips
- • Pure NPS (1-10 rating, no external link) → UTILITY.
- • Review request with Google/Trustpilot link → MARKETING.
- • Don't bundle a discount offer with feedback request — splits intent and lowers response.
Best practices
- Ask one question, not five. Multi-question surveys drop response rate 60%.
- Use quick-reply buttons for ratings (1-5 stars), not free-text. Higher completion.
- Send Google review request only to customers who rated you 4 or 5. Reduces 1-star backlash.
- Time-of-day matters: 11am-2pm and 6pm-9pm have 2x the response rate of off-peak.
6 copy-paste templates
Submit each as a new template in your WhatsApp Business Manager. Variables ({{1}}, {{2}}) populate from your CRM at send time.
Hi {{1}}, how likely are you to recommend {{2}} to a friend?
Reply with a number from 0 to 10.Standard NPS. UTILITY-eligible because no external CTA.
Hi {{1}}, how was your experience with {{2}}?Quick 3-button satisfaction check. Branch to follow-up based on rating.
Hi {{1}}, glad you loved {{2}}. Would you share your experience as a Google review? It takes 30 seconds.Send only to 4-5 star customers. MARKETING category required.
Hi {{1}}, thanks for visiting {{2}}. How was your {{3}}?Post-appointment for salons, clinics, restaurants.
Hi {{1}}, how do you like your {{2}}? Help others discover it with a quick review.Product page review. MARKETING because it drives external action.
Hi {{1}}, sorry your experience wasn't great. Our support team would like to help — what went wrong?Triggered when customer rates 1-2 stars. UTILITY because it's a service follow-up.
FAQs
What response rate should I expect?
Industry benchmarks: 35-50% for WhatsApp feedback, vs 4-6% for email, 8-12% for SMS.
Can I send Google review requests via WhatsApp?
Yes, but Meta requires it as MARKETING category and customer must have marketing consent. Don't request reviews from low-rated customers — risk of 1-star retaliation.
How do I avoid feedback fatigue?
Max one feedback request per customer per 30 days. Track in your CRM and suppress repeats.
Can I incentivize feedback with a discount?
Technically yes (MARKETING category), but it biases responses. Better to keep feedback unincentivized and discount loyalty separately.
What if the customer doesn't reply?
Don't follow up. Re-sending feedback requests trains customers to ignore your messages.
Can I use this for B2B?
Yes — works especially well for B2B services (consulting, SaaS) where decision-makers ignore email surveys.
Skip the manual setup. Use LandinChat.
Official Meta Tech Partner powering WhatsApp marketing for 500+ businesses worldwide. Pre-built feedback request flows, broadcasts, chatbot, shared inbox — one flat plan.
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