Conducting a WhatsApp survey to measure customer satisfaction is an exceptional strategy. WhatsApp, used by 2 billion people, is a popular channel for communication. Did you know that many of your customers probably use WhatsApp on a daily basis? This makes WhatsApp surveys a powerful tool.
In general, customer satisfaction surveys are seen as a burden by many users. However, by using WhatsApp, you can make this process much more enjoyable and accessible. The WhatsApp Business platform, in particular, is ideal for achieving high response rates on whatsapp and digital marketing your customer satisfaction surveys. This is because your customers are already accustomed to its user-friendly and easy-to-use interface.
what are they for?
First, let’s define what a customer satisfaction survey is.
The short answer is that it is a set of questions that you can send to your users to get their opinion on the aspects of your business that make up their experience and, therefore, their satisfaction.
The main objective is not only to collect data, but to analyze it and draw conclusions that help you make decisions based on real needs.
That’s the main reason to do a WhatsApp survey: to get a roadmap for running your business with first-hand information from those who matter most to you.
Now that you know the benefits of asking your customers questions to improve your sales, let’s explore the advantages of doing a survey on WhatsApp.
How to create a survey on WhatsApp to measure customer satisfaction
WhatsApp surveys require attention in two aspects: how to do them technically and . Let’s look at each one:
How to make a survey on WhatsApp
Choose the way that best suits you:
#1 With a chatbot on WhatsApp Business : A chatbot allows you to design conversations, including surveys. You will need the WhatsApp Business API and a BSP (Business Solution Provider) like WATI. Set up questions with different dialogue paths in mind.
#2 Using interactive messages from the WhatsApp Business AP : Interactive messages improve the two-way nature of communication. With the WhatsApp Business API, you can send interactive templates to receive quick responses. See the guidelines for message templates.
Types of questions for a satisfaction survey on WhatsApp
Creating a satisfaction questionnaire in a WhatsApp survey requires clarity in the objective and contact segmentation.
Once you have defined your objective and audience, ask specific questions and provide clear answers.
You can address these main areas:
Questions about satisfaction with the product or service : Take advantage of the contact to ask: Did the quality of the service meet your expectations? Would you buy the product again? Would you recommend it?
Questions about price : Include questions 7 amazing benefits of joining wati partner program about this deciding factor: What do you think about the value for money? Is the price fair? How often do you invest in this service?
Customer Service Questions: The WhatsApp survey is ideal for asking about customer service: Are you satisfied with the service? Did we resolve your query? What do you think about the response times?
Answers should also be specific. You can offer closed options or a scale of 1 to 10 depending on your objectives and methodology.
In conclusion, a WhatsApp survey is quick and effective for obtaining feedback and continuously improving, focusing on customer satisfaction and, therefore, sales.
A satisfied customer comes back and recommends you. We hope these tips help you get started on the path to excellence in your service and sales.
How Wati can help you create surveys on WhatsApp
WATI, as a WhatsApp Business Solution Provider (BSP), is a valuable tool for creating and managing customer satisfaction surveys on WhatsApp. With its features and functions, you will be able to improve your interaction with your customers and gain valuable insights to improve your business.
Chatbot integration : Wati makes it easy to gambler data create and deploy chatbots on the WhatsApp Business API. A well-designed chatbot can conduct satisfaction surveys in conversational mode, obtaining more accurate information than with one-way surveys. In addition, it adapts to the needs of each customer, improving the experience and response rate.
Data Tracking and Analysis : Wati allows you to monitor and analyze data from your surveys in real-time. You will be able to identify trends, areas for improvement, and make decisions based on the information collected. This is crucial to improving customer satisfaction and increasing your sales.