Satisfaction survey via WhatsApp: NPS, CSAT and models

Email satisfaction survey dies without response; via WhatsApp it becomes a conversation — the channel has an opening rate above 90%^[1] and responding costs one tap. This guide shows which metric to use (NPS or CSAT), 8 ready-made templates, the right time to send and — the part that almost everyone skips — what to do with each response.

NPS or CSAT: which one to use

• NPS (0 to 10): "How much would you recommend us?" Measures brand loyalty. Use periodically (every 3-6 months) or after milestones (30 days of use, end of project). Grades 9-10 = promoters; 7-8 = neutral; 0-6 = detractors.
• CSAT (1 to 5): "How do you rate this service/purchase?" Measures satisfaction with a specific interaction. Use right after the event — service closed, delivery made.

Rule of thumb: CSAT for the operational (each service), NPS for the strategic (relationship as a whole). On WhatsApp, both work best with simple scale and reply by number.

8 ready-made templates

After-service CSAT

1. "Hi, [name]! Your service has been completed. From 1 to 5, how do you rate it? Your rating takes 5 seconds and is really helpful 🙏"
2. "Did I solve your question today? Answer with 👍 or 👎 — and if I missed something, tell me and I'll correct it now."

CSAT post-delivery/purchase

3. "[Name], did your order arrive correctly? From 1 to 5, how was your shopping experience with us?"
4. "Hi! The [product] has been with you for a few days now. Is it working well? Rating from 1 to 5, without ceremony."

Periodic NPS

5. "[Name], quick question: from 0 to 10, how much would you recommend [company] to a friend? Just the number helps me a lot!"
6. "We closed another month together! From 0 to 10, what are the chances of you recommending us? And what's left to be 10?"

Response follow-up

7. High rating: "It's great to read this, [name]! 🙌 If you could leave this review on Google too, it would really help those who are just getting to know us: [link]"
8. Low rating: "Thank you for your sincerity, [name]. I want to understand what went wrong — can you tell me what happened? I'll deal with it personally."

The moment of sending changes everything

• CSAT service: within 1 hour of closing — the experience is fresh.
• Product CSAT: 3-7 days after delivery — time to actually use.
• NPS: in relationship milestones (30/90 days, renewal), never with billing or open issue.
• Business hours always — poll at 10pm irritates exactly who you want to listen to.

Com message scheduling, shipping becomes automatic: sale closed → search scheduled for D+5, without depending on memory.

What to do with each answer (the step that's worth money)

• Promoter (9-10 / grade 5): ask for a public review (Google) and a recommendation — this is the moment of greatest goodwill. "Promoter" tag becomes list for referral program.
• Neutral (7-8 / note 3-4): ask "what did it take to be 10?". The answer is your improvement backlog for free.
• Detractor (0-6 / grade 1-2): human response in minutes, not hours. Ignored detractor becomes public complaint; well-served detractor becomes a recovery case. Create a "detractor" label with maximum service priority.

And close the loop: most results (in sales and customer recovery) come from persistent follow-up, not from the first contact^[2]. Those who responded deserve to know what changed as a result of the feedback — "remember you suggested X? We implemented it" is the cheapest retention message out there.

Operationalizing in practice

1. Save the 8 models as quick answers (/csat, /nps, /notabaixa...).
2. Schedule shipping at the close of each sale/service.
3. Label each response (promoter/neutral/detractor) — segments ready for action.
4. Follow the monthly evolution of grades on funnel; drop in CSAT anticipates churn before cancellation.

Sources

1. [1] Email open rate vs messaging open rate benchmarks — Sinch (MessengerPeople) (2024). accessed 2026-05-19.
2. [2] 80% of sales require five follow-ups — Marketing Donut / NSA (2023). accessed 2026-05-19.