WhatsApp NPS surveys get 45–65% response rates — versus 8–15% for email surveys. Build a Net Promoter Score survey, post-service feedback form, or product review request entirely inside WhatsApp using Flows. This guide covers the exact structure, scoring logic, and how to route detractors to your support team automatically.
An NPS survey asks one primary question (the likelihood to recommend, scored 0–10) and one follow-up (the reason). WhatsApp Flows deliver this in a structured, mobile-native format that takes under 30 seconds to complete.
"How likely are you to recommend [brand] to a friend?" — RadioButtonsGroup with options 0–10, or grouped as: 0–6 (Detractor), 7–8 (Passive), 9–10 (Promoter). Using emoji scales (😞😐😊😍) also works for consumer brands.
"What's the main reason for your score?" — TextArea, 250 char max. This is the most valuable data — route automatically based on sentiment or score.
Score 0–6 (Detractor) → "We're sorry — our team will contact you within 2 hours" → assign to support agent in WA.Expert inbox. Score 9–10 (Promoter) → "Thank you! Would you leave us a Google review?" → show review link.
"Thank you for your feedback, [name]. It helps us improve for everyone." Short, warm, no CTA overload. Promoters optionally see a "Share with a friend" button.
How likely are you to recommend WA.Expert to a friend or colleague?
Score 0–6 → auto-routes to support agent. Score 9–10 → Google review link shown.
⚠️ Survey timing matters enormously. Send immediately after service delivery (within 30 minutes) for service businesses. For product orders, 3 days after delivery is optimal. Sending too late — more than 7 days after — halves response rates.
Triggered 3 days after delivery. Score + open text reason + conditional Google review ask for Promoters. Most used by D2C brands, SaaS, and financial services.
Sent 30 minutes after appointment ends. 1–5 star rating + "How can we improve?" Used by clinics, salons, and service professionals to catch dissatisfied patients before they write online reviews.
Sent after course completion or monthly for ongoing programmes. Faculty rating + content rating + "What should we add?" EdTech and coaching institutes use this to improve content and retain students.
Sent on possession day. Overall satisfaction + specific scores (construction quality, sales experience, handover process). RERA mandates dispute resolution — this data helps defend against complaints.
WhatsApp templates to collect Google and product reviews post-delivery.
Read guide →Full strategy — NPS, re-engagement, loyalty, and churn prevention.
Read guide →45–65% response rates. Automatic detractor routing. Google Sheets export. Build in 20 minutes on WA.Expert.