Mastering WhatsApp Surveys: Tips for Collecting Valuable Customer Feedback 

We all know that WhatsApp can do Sales, Marketing, Ads campaigns to run an ecommerce business. Every task related to eCommerce marketing is possible with WhatsApp with gradually additions of latest features frequently. 

WhatsApp Commerce and WhatsApp Marketing are the rising trends of eCommerce arena today. 

But it is appreciable and little hidden from the online marketer’s that you can also conduct WhatsApp Surveys for customer feedback about your products and services. With the help of WhatsApp Business API solution providers like WebMaxy, you can easily set up WhatsApp Surveys to offer yourself with required insight into your customers.  

In this entire guide article, we’re going unfold this story about how to create survey in WhatsApp. 

Let us throw some light on what are WhatsApp Surveys and how they are beneficiary to your business? 

Customer feedback survey or customer relationship form in eCommerce are helpful to understand your customers, make a sound relation with them and know their issues to resolve with your products and services via Surveys.  

The beauty is that they are available with customers on their fingertips, can fill in moments via WhatsApp chats. 

Find here some ways in which conducting a survey can benefit to your business- 

• Surveys are a great solution to get valuable feedback. 
• WhatsApp Surveys can help determine your business aspects required for more improvement. 
• Survey supports you understand customers and get familiar with their choices, interests, and preferences. This obviously helps you to identify trends based on your survey reports. 
• Surveys give a quality engagement with customers, helps in retaining the existing customers. 
• Conducting a survey, shows you ‘value’ your customers, helping to boost customer loyalty for your brand.  
• Decline of chances of negative publicity, by providing what makes customers happy. 
• Surveys can help you offering a best customer experience. 
• Surveys show the present or ongoing trend of market via micro-level questions. 

Well, Surveys done via long-lasting questionnaires given in an email does not bring any results in terms of responses. But the same given in an interactive way via WhatsApp conversation or chat attracts many responses in less time. 

Reason for Preferring WhatsApp for Surveys

WhatsApp carries over 2 billion users worldwide, making it an efficient tool for reaching out to a broad audience. Its features—like instant messaging, multimedia sharing, and group chats make it suitable for quick and interactive surveys.  

Also, WhatsApp’s casual nature makes participants more likely to participate and offer honest feedback. 

Let us see the set-up process of WhatsApp Surveys on WhatsApp.  

Tips for best WhatsApp surveys

• Long surveys can be huge ones. To get engagement, aim for 5-10 questions. 

• Avoid typical wording and make sure that your questions are easy to understand. 

• Enrich and improvise your surveys with images, videos, or voice notes to make them more engaging. 

• Always Address recipients by name to make the survey more personal. 

• Offer of Small rewards or incentives can boost participation rates.

Perfect WhatsApp Survey Questions 

These are the regular but popular and suitable survey questions, especially for the WhatsApp Survey. To optimize the effectiveness of your WhatsApp surveys, refer the following types of questions: 

1. Multiple-choice Questions 

Multiple-choice questions are straight and quick to answer, suitable for WhatsApp’s fast-paced nature. 

Example: “Which of the following features do you use the most in our app? 
A. Live Chat 
B. Notification Alerts 
C. User Profiles 
D. Settings Menu” 

2. Rating Scale Questions 

Rating scales support gauge opinions or satisfaction levels on a numerical or descriptive scale, providing quantifiable data. 

Example: “On a rating scale of 1-5, rate us how you are satisfied with our customer service?” 

3. Yes/No type Questions 

These questions are easy to answer and analyse, offering clear-cut insights. 

Example: “Did you find our recent update useful? Yes or No.” 

4. Open-Ended type Questions 

Open-ended questions enable respondents to open their thoughts in detail, giving you deep insights. 

Example: “What improvements would you like to view in our next product update?” 

5. Demographic Questions 

Knowing your audience’s demographics can help you custom your services better. Anyhow, maintain these questions short and optional to prevent survey stress. 

Example: “What is your age group? 
A. Under 18 
B. 18-25 
C. 26-35 
D. 36-45 
E. 46 and above 

These are commonly used types in many WhatsApp Surveys. So, the success rate as replies from the customers is high always. It also shows the customer feedback is quite satisfying for the product or service – they are using or have used. 

Set-Up Process of WhatsApp Surveys on WhatsApp 

Do you want to get feedback straight from your customers on WhatsApp? Setting up surveys isn’t as tricky as it looks. Let us have a walk through the simple steps to start collecting to those valuable insights, at the platform where your audiences spend their major time for communication. 

Segment your customers 

Initially, you must segment your customers so that the right questions are raised to the right customer. Surveying those customers who are still to buy from you differs from surveying customers who are regularly buy from you almost every month. So, but obvious is that – these two segments must be asked different set of questions composed specially for them. 

For instance, if some customer buys from you on the regular basis, you can raise questions like- 

• “On a scale of 0-10, how will you rate us with your overall shopping experience?” 
• “How frequently do you shop from our website?” 

But for someone first ever planning to purchase with you, the following question would be more appropriate and relevant-

• “Do you find our product pricing economical?” 

Working with a WhatsApp Business API Solution Provider 

You must do automation to guide your customer via the survey questions and gather information. Also, there are some great solutions for this out there, guaranteeing a smooth-running survey. 
A WhatsApp Business API provider like WebMaxy can do the turnaround here, helping you set up automated surveys on WhatsApp and collect valuable information. 

Decide on Your Goal for the Survey 

A WhatsApp survey is useful for various ends. So, one must identify what ends or what insights one is planning to get from the survey. 

E-commerce surveys can achieve a large area of insight types relying on how you design them. A after-delivery feedback survey will be composed with survey questions those are intended to gather feedback related to customers’ experience using the product, quality of the product, delivery, etc. 

You can get insights into what restricted customers from concluding a purchase or led them to abandon their online shopping carts. A common feedback survey can be designed if you want insights on your website’s usability, functionality, overall design, etc. as perceived by your visitors/customers.  

WhatsApp Surveys may be designed specifically with customer support feedback as plan, and so, send it out after someone has connected and availed WhatsApp customer support. 

Create Your Questions 

After deciding the actual intent for the survey, you must write down what questions you plan to ask your customers. Find here a few examples of eCommerce survey questions-

• “Which kind of problems you have identified with our product?” 
• “What features from our website would you not miss if we planned to take them away?” 
• “On a rating scale of 1-10, how could you rate our customer service?” 
• “How did you find our website?” 
• “How often will you recommend our brand to a friend?” 
• “On a rating scale of 0-5, how would you rate your checkout experience?” 
• “How responsive was our customer support team?” 
• “Which changes would you like to see on our website?” 
• “Would you purchase from our website again in the future?” 

Make sure that your questions are concise and simplified to meet the purpose.  

Also, it must be in conversational style, one must consider it that the chat must not feel like a drag. 

Use WhatsApp Interactive Messages 

Conversational messages on WhatsApp make users easily browse the options given in messages and choose for their choices. List messages may offer a menu with up to 10 options while messages with reply to buttons are useful, where quick replies are required, with up to 3 options. Interactive conversational messages offer a richer, more simple experience when browsing across the survey. 

Customers need to select or tick out or Yes/No remark to select as the right option from their side for the survey using click to buttons and list messages.  

You can do this with WebMaxy, which uses the WhatsApp Business API to support you design surveys with interactive messages to make simple things. 

Implement the Campaign, Track the Responses, and Optimize 

After making a strategic survey questionnaire, it’s time to run it and collect replies. Your business will grow, only when you maximize and tweak your strategies mostly, to meet your customer’s requirements. WebMaxy offers you with an analytic dashboard.  

This dashboard will provide you campaign tracking and replies monitoring- that you receive. 

Use Case Examples of WhatsApp Survey Questions   

Find below some standard use cases of WhatsApp survey questions and find the comfort of getting customer feedback due to the use of WhatsApp, as a survey collecting tool for your customers.  

Customer Satisfaction 

• How would you rate your overall experience with our service on a scale of 1-10? 
• What do you like most about our product? 
• Is there something we can do to improve your experience with our service? 

Product Feedback 

• How frequently do you use our app? 

• What feature do you find most useful? 

• Are there any features you wish we should have?

Market Research 

• Which of the following brands do you use regularly?

• How do you normally discover new products?
  A. Social Media 
  B. Friends/Family 
  C. Advertisements 
  D. Other

Event Feedback 

• Did you attend our recent webinar? Yes or No.

• What was your most favourite part of the event? 

• Would you like to attend future events we host?

Don’t Miss Out on Valuable Insights from Customers! 

Surveys are a vital internal look that is what the eCommerce customer really expects, with the answers coming right from them. They are also a decisive tool in finding strengths and the weaknesses in your business, permitting you to develop and grow your business accordingly. 

WebMaxy can support you to set up strategic and efficient eCommerce surveys on WhatsApp, along with tools and analytics to get the process easier or simple. 

To make the best out of WhatsApp Surveys, you can connect with our WebMaxy experts and experience the outstanding results via surveys for your online business. 

You can mail us at info@webmaxy.co.

Frequently Asked Questions