Templates · Utility
WhatsApp feedback and survey templates: ratings, NPS and reviews
Feedback templates that customers answer with one tap: order and visit ratings, NPS, support CSAT and review requests, with notes on when Meta treats them as marketing.
By Broadchat teamPublished Updated 5 min read
Before you submit these templates
- A survey about one specific order, visit or support ticket, with no offer, matches Meta's utility definition. General opinion polls, review requests with incentives and "rate us and get 10% off" are marketing.
- Meta makes the final category decision and can recategorise after approval. If your feedback template is switched to marketing, keep using it only for customers who opted in to marketing.
- Ask one question per template and answer it with quick-reply buttons. Customers tap far more readily than they type.
- Name the transaction in the body (order number, visit date, ticket id) so the reviewer and the customer can see what the feedback is about.
- Do not ask for ratings on public review sites in exchange for discounts or gifts; review platforms prohibit incentivised reviews.
- Use quick replies of up to 25 characters; emoji ratings work but keep the text label too, for screen readers.
Why ask for feedback on WhatsApp
The WhatsApp feedback survey templates on this page ask one question about one experience and let the customer answer with a tap. That is the whole trick: a three-button rating in the chat the customer already uses gets answered, while a ten-question survey link usually does not. Every reply also opens a 24-hour customer service window, so your team can follow up on a bad rating straight away.
They are written for businesses that deliver something specific: an order, a repair visit, a clinic appointment, a support ticket, a meal. Brand-level questions such as Net Promoter Score and review requests are included too, but they belong in the marketing category, and the page explains why.
Which category Meta applies
Meta's utility category covers messages about a specific transaction the customer started. A rating request about order #48213, with no promotion, fits that description. A question about your brand in general, a request to review you publicly or any feedback message with a discount attached does not, and Meta may recategorise it as marketing even after approval. Plan for both: keep transactional feedback clean, and send NPS and review requests only to customers who opted in to marketing.
Building the feedback loop in Broadchat
- Create the templates in CRM → WhatsApp Templates.
- Send the transactional ones from a workflow in Automations → Workflow, started by your order, job or ticket system through a Custom Webhook, with a Delay step before Send Template Message (V2).
- In Chatbots, create a flow with a Keyword Match trigger on each button text (for example Not happy, Still a problem). Use Ask Question to collect details, Save Variable Value to store the score in a Super Field, and Assign to Agent for negative answers.
- Send the review request template to every customer who completed the order and opted in to marketing, not only to those who answered positively. Google's review policy forbids selectively asking happy customers for reviews (review gating); use the negative answers to fix problems, not to filter who gets asked. See Google review request message.
What to measure
Track the reply rate per template, the share of each answer, and how fast negative answers get a human response. If reply rates drop over time, you are asking too often. One feedback request per transaction, and none for low-value routine purchases, is a sensible limit.
For delivery-stage messages that come before feedback, see the delivery update templates; for the rules every template follows, the WhatsApp message templates guide. The chatbot builder handles the follow-up questions.
Sources
- Template categorization guidelines — Meta for Developers, checked 12 October 2026
- Template components — Meta for Developers, checked 12 October 2026
- Prohibited and restricted content (fake engagement) — Google, checked 12 October 2026
Broadchat team · Product and partner success team
The people who build and support Broadchat, the white-label WhatsApp Business API platform. We write from what we see while onboarding partners and their clients on the official WhatsApp Cloud API, and we check every article against Meta's current documentation.
Last updated:
10 feedback and surveys templates
Copy the wording, then submit it from CRM → WhatsApp Templates with the sample values shown. Meta reviews every template; approval is never guaranteed.
Hi {{1}}, your Rangoli Home order {{2}} was delivered on {{3}}. How would you rate the product and the packing? Tap one option below; it takes a second.
- Loved it
- It was okay
- Not happy
Rate your delivered order
Utilityorder_feedback_ratingLanguage: en
Use it when: Two to three days after delivery, when the customer has used the product.
Variables Variable Meaning Sample {{1}} Customer first name Priya {{2}} Order number #48213 {{3}} Delivery date 17 Oct - Route Not happy to a chatbot step that asks what went wrong and assigns the chat to support.
Hi {{1}}, our technician {{2}} completed your {{3}} service today. Was the issue fixed to your satisfaction?
- Yes, all good
- Still a problem
After a technician or home-service visit
Utilityservice_visit_feedbackLanguage: en
Use it when: The same evening as a repair, installation or cleaning visit, so problems are caught before a bad review.
Variables Variable Meaning Sample {{1}} Customer first name Arjun {{2}} Technician name Ramesh {{3}} Service split AC - A Still a problem reply should reopen the job automatically, not just log a score.
Hi {{1}}, your support request {{2}} about {{3}} was marked resolved. Did we solve your problem?
- Yes, solved
- No, reopen it
Support ticket satisfaction
Utilitysupport_ticket_csatLanguage: en
Use it when: When an agent closes a ticket and the customer's 24-hour window has already closed. Inside the window, ask with a normal interactive message instead.
Variables Variable Meaning Sample {{1}} Customer first name Meera {{2}} Ticket id TKT-10482 {{3}} Ticket topic the GST invoice download Hi {{1}}, thank you for visiting Sunrise Clinic on {{2}}. How was your experience with our front desk and waiting time? Your answer goes only to the clinic manager.
- Good
- Average
- Poor
Clinic visit experience
Utilityclinic_visit_feedbackLanguage: en
Use it when: The day after an OPD visit. Ask about service, never about the medical outcome.
Variables Variable Meaning Sample {{1}} Patient first name Ritu {{2}} Visit date 14 Oct Hi {{1}}, you have been shopping with Kesar Organics for {{2}}. How likely are you to recommend us to a friend? Reply with a number from 0 (not at all) to 10 (definitely).
Net Promoter Score question
Marketingnps_after_purchaseLanguage: en
Use it when: Once or twice a year to regular customers who opted in to marketing. NPS is about the brand, not one transaction, so treat it as marketing.
Variables Variable Meaning Sample {{1}} Customer first name Kabir {{2}} Relationship length six months - A 0 to 10 scale has eleven options and a template allows at most ten buttons, so ask for a typed number and parse it in a chatbot step with number validation.
Hi {{1}}, thank you for the kind words about your {{2}}. If you have a minute, would you share your experience on Google? It helps other families in Jaipur find us.
- Write a review
Review request for happy customers
Marketinggoogle_review_requestLanguage: en
Use it when: Only after a customer has answered a feedback question positively, never to everyone.
Variables Variable Meaning Sample {{1}} Customer first name Neha {{2}} Product or service block-print bedsheet set - Do not offer a discount or gift for the review; Google's policies prohibit incentivised reviews.
- Point the button at your own redirect page so you can change the review destination later without a new template.
Dear parent, {{1}} has completed {{2}} weeks of the {{3}} course at Vidya Coaching Centre. How satisfied are you with the teaching and progress updates so far?
- Very satisfied
- Satisfied
- Need to discuss
Parent feedback on a course
Utilityclass_feedback_parentsLanguage: en
Use it when: At the mid-point of a term or course for enrolled students.
Variables Variable Meaning Sample {{1}} Student name Aarav {{2}} Weeks completed six {{3}} Course JEE Foundation Hi {{1}}, thank you for dining at Saffron Courtyard, C-Scheme yesterday. How were the food and service at table {{2}}? Tap one option below.
- Excellent
- Good
- Could be better
Dine-in feedback
Utilityrestaurant_dining_feedbackLanguage: en
Use it when: The morning after a booked table or a bill where the guest gave their number for updates.
Variables Variable Meaning Sample {{1}} Guest first name Sanjay {{2}} Table number 12 नमस्ते {{1}}, आपका ऑर्डर {{2}}, जो {{3}} को डिलीवर हुआ था, उसका प्रोडक्ट और पैकिंग कैसी लगी? नीचे से एक विकल्प चुनें।
- बहुत अच्छा
- ठीक-ठाक
- पसंद नहीं आया
Order rating (Hindi)
Utilityorder_feedback_hiLanguage: hi
Use it when: For customers who ordered in Hindi or prefer Hindi messages.
Variables Variable Meaning Sample {{1}} Customer name सुनीता {{2}} Order number #48213 {{3}} Delivery date 17 अक्टूबर Hi {{1}}, aaj hamare technician {{2}} ne aapki {{3}} service poori ki. Kya problem theek ho gayi?
- Haan, sab theek
- Abhi bhi problem
Service visit feedback (Hinglish)
Utilityservice_feedback_hinglishLanguage: en
Use it when: For customers who chat in Roman-script Hindi. Submitted under English (en) because WhatsApp has no Hinglish language code.
Variables Variable Meaning Sample {{1}} Customer first name Pooja {{2}} Technician Ramesh {{3}} Service RO purifier
Frequently asked questions
Are WhatsApp feedback surveys utility or marketing templates?
A feedback request about one specific order, visit or ticket, with no offer, matches Meta's utility definition. NPS questions about your brand, public review requests and any feedback message with an incentive are treated as marketing. Meta makes the final decision.
Can customers answer a survey without typing?
Yes. Use up to three quick-reply buttons per question, such as Loved it, Okay and Not happy. Each tap arrives as a reply your chatbot can act on, for example by asking a follow-up question or assigning the chat to an agent.
Can I offer a discount for leaving a Google review?
No. Google's review policies prohibit incentivised reviews, and adding an incentive also makes the WhatsApp template marketing. Ask happy customers for an honest review without a reward.
Can I run a longer survey inside WhatsApp?
Yes, with a WhatsApp Flow, a multi-screen form that opens inside the chat. In Broadchat these are built under WhatsApp Mini-Apps and can be sent from a template or chatbot. Keep it short; two or three screens is plenty.