Senior Writer: controlhippo
Businesses are continually seeking innovative ways to engage with their customers and gain valuable insights. WhatsApp, with its massive user base and seamless messaging platform, has emerged as a powerful tool for businesses to connect with their audience. WhatsApp is the 3rd most used social platform in the world, giving businesses the opportunity to connect with their prospects.
One such method that has gained popularity is using WhatsApp surveys to receive customer feedback on whatsapp. These surveys offer a dynamic and interactive approach to gather feedback, opinions, and preferences from customers, enabling businesses to make data-driven decisions and enhance their products and services.
"Businesses are advised to have clear objectives before creating a WhatsApp survey. Understand what information you seek to gather and how it aligns with your business goals. This focus will help tailor the survey questions and maximize its impact. Moreover, regularly analyze the data, identify trends, and take action to address customer concerns, ultimately enhancing customer satisfaction and customer loyalty."
What Are WhatsApp Surveys?
WhatsApp surveys are a modern and effective tool for businesses to collect valuable feedback, opinions, and preferences from their customers. They involve sending structured WhatsApp questionnaires, polls, or quizzes through the WhatsApp messaging platform to a targeted group of customers or contacts.
How to Create WhatsApp Surveys to Measure Customer Satisfaction?
Creating a survey on WhatsApp to measure customer satisfaction can be an effective way to gather feedback from your customers and improve your business. There are different methods to conduct surveys on WhatsApp, including using a chatbot in WhatsApp Business or utilizing interactive messages from the WhatsApp Business API. Let’s explore each method in more detail, as well as other options for surveys on WhatsApp –
1. Create WhatsApp Surveys with a Chatbot in WhatsApp Business
Step 1 – Set Up WhatsApp Business Account
To create surveys on WhatsApp, you need a WhatsApp Business account. If you don’t have one, download the WhatsApp Business app and register your business number.
Step 2 – Develop a Chatbot
Create a chatbot using WhatsApp-approved third-party tools or WhatsApp Business API. A chatbot allows you to automate the survey process and engage with customers effectively.
Step 3 – Determine Survey Questions
Plan the survey questions carefully. Keep it concise, relevant, and focused on measuring customer satisfaction. You can use multiple-choice questions, rating scales, or open-ended questions.
Step 4 – Craft Interactive Survey Flow
Design a conversational flow that guides users through the survey questions. The chatbot should be intuitive and easy to navigate.
Step 5 – Implement Survey Logic (Optional)
For more personalized surveys, you can use conditional logic in the chatbot to show different questions based on customers’ previous responses.
Step 6 – Test the Chatbot
Before deploying the survey, thoroughly test the chatbot to ensure it functions flawlessly and provides a smooth user experience.
Step 7 – Launch the Survey
Once everything is in place, launch the survey through your WhatsApp Business account. Send a broadcast message to your customers, inviting them to participate in the survey.
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2. Using Interactive Messages From the WhatsApp Business API
- WhatsApp Business API allows businesses to send interactive messages to customers. These messages can include buttons, quick replies, and more.
- You can create a series of interactive messages with survey questions and response options. Customers can simply tap on the provided options to submit their responses, making the process easy and engaging.
- By leveraging the WhatsApp Business API, you can also integrate more advanced features like images or attachments in your survey.
3. Other Options for WhatsApp Surveys
- Link to Online Survey – You can create a survey using various online survey tools (e.g., Google Forms, SurveyMonkey) and share the survey link through WhatsApp. Customers can open the link and respond to the survey in WhatsApp in their web browser.
- WhatsApp Status Surveys – Use WhatsApp Status to post survey questions as images or short videos. Customers can respond by replying directly to your Status, and you can collect their responses manually.
- WhatsApp Broadcast Groups – Create a broadcast group and invite customers to join. You can then send survey questions as individual messages or as polls to the group members.
You May Also Read : How To Send Bulk Messages on WhatsApp?
Types of Questions used for WhatsApp Surveys
A satisfaction survey on WhatsApp should include a variety of question types to capture valuable WhatsApp feedback from customers. Here are three types of questions for each category:
1. Multiple-Choice Questions
Question 1: On a scale of 1 to 5, how satisfied are you with our product/service?
Question 2: Which of the following features do you find most valuable in our product/service? (Select all that apply)
Question 3: How likely are you to recommend our product/service to a friend or colleague?
2. Open-Ended Questions
- Question 1: What aspects of our product/service do you think need improvement?
- [Text Box]
- Question 2: Please share any additional comments or suggestions to help us enhance your experience.
- [Text Box]
- Question 3: How has our product/service positively impacted your life or business?
- [Text Box]
3. Yes/No Questions
- Question 1: Did our customer support team resolve your issue to your satisfaction?
- Question 2: Have you experienced any technical difficulties while using our product/service?
- Question 3: Did you find our product/service easy to use?
4. Demographic Questions
- Question 1: What is your age group?
- Question 2: Which gender do you identify with?
- Question 3: In which city or region are you located?
- [Text Box]
Including a mix of question types allow you to gather both quantitative and qualitative data from your customers. Multiple-choice questions provide structured and easy-to-analyze data, while open-ended questions allow customers to provide detailed and personalized feedback. Yes/No questions help in getting quick feedback, and ranking questions provide insights into customer preferences.
Tips for Creating WhatsApp Surveys
Creating a WhatsApp survey requires careful planning and consideration to ensure it effectively gathers valuable feedback from your customers. Here are some detailed tips to help you create an impactful WhatsApp survey –
1. Define Clear Objectives
Clearly outline the objectives of your survey. Determine what specific information you want to gather and how you plan to use the data. Whether it’s measuring customer satisfaction, understanding preferences, or identifying areas for improvement, having clear objectives will shape the survey’s structure and questions.
2. Keep it Concise
WhatsApp surveys should be brief and to the point. Avoid overwhelming participants with lengthy questionnaires. Focus on essential questions that address your objectives directly. A concise survey increases response rates and keeps participants engaged throughout the process.
3. Choose the Right Question Types
Use a mix of question types, including multiple-choice, open-ended, ranking, and yes/no questions. Different question formats elicit varied responses, providing a well-rounded view of customer opinions and experiences.
4. Personalize the Survey
Address customers by name and make the survey feel personalized. This adds a human touch and encourages higher participation rates. If using a chatbot, ensure that it engages in a conversational and friendly manner.
5. Pre-test the Survey
Before launching the survey to your entire customer base, conduct a pilot test with a small group to identify any potential issues or ambiguities in the questions or survey flow. Gather feedback from the pilot group and make necessary adjustments.
6. Use Clear Language
Write questions about survey campaign in concise and easy-to-understand language. Avoid jargon or technical terms that might confuse survey respondents when sending survey invitations. Clarity in your questions ensures accurate and meaningful responses.
7. Avoid Leading Questions
Ensure that your survey questions are neutral and unbiased. Leading questions can influence respondents’ answers and skew the results. Keep the objective of the question to gather authentic feedback.
8. Provide a Variety of Response Options
For multiple-choice questions, offer a variety of response options that cover different aspects of the topic. This ensures that respondents can select the answer that best reflects their opinion.
9. Add Skip Logic (Conditional Branching)
If using a chatbot or an online survey tool, consider incorporating skip logic to show different questions based on respondents’ previous answers. This makes the survey more relevant and engaging for each participant.
10. Test for Mobile Compatibility
Ensure that the survey is mobile-friendly and can be easily completed on smartphones. Check the formatting, font size, and responsiveness to various screen sizes to guarantee a smooth user experience.
11. Include a Thank-You Message
After participants complete the survey, send a thank-you message to show appreciation for their time and feedback. Gratitude encourages a positive impression of your brand and increases the likelihood of future participation.
12. Analyze and Act on the Data
Once the survey is complete, analyze the data collected to identify trends and insights. Use the findings to make data-driven decisions, address areas of concern, and implement improvements to enhance customer satisfaction and overall business performance.
A well-designed WhatsApp survey can be a powerful tool to collect valuable feedback from your customers. By defining clear objectives, using various question types, personalizing the survey, and ensuring mobile compatibility, you can create an engaging and effective survey that yields meaningful insights for your business. Remember to use the data responsibly and take action based on the feedback received to continuously improve your products, services, and customer experiences.
WhatsApp surveys offer businesses a powerful means to measure customer satisfaction, gather valuable insights, and improve their products and services. By employing a variety of question types, businesses can capture both quantitative and qualitative data, providing a holistic view of customer opinions and preferences.
WhatsApp surveys provide a cost-effective, real-time, and user-friendly approach to collect customer feedback. As businesses embrace this powerful tool, they position themselves for success by continuously refining their offerings to meet the ever-changing needs and expectations of their valued customers.
Frequently Asked Questions
Yes, you can conduct surveys on WhatsApp using tools like chatbots or interactive messages.
To gather feedback from customers on WhatsApp, send them a message asking for their opinions or using a survey link.
Create a questionnaire on WhatsApp by sending a series of questions to participants and collecting their responses in chat or through links.