WhatsApp Customer Satisfaction Surveys: CSAT and NPS with Ready Templates and a Calculator
How to send a customer satisfaction survey on WhatsApp and get more replies: CSAT vs NPS, button templates, an NPS calculator and what to do with results.
A WhatsApp survey gets more replies than email because it lands in an app that's already open, with buttons customers tap in a second. Use CSAT for a short question after each service ("How was your experience?") and NPS for a periodic loyalty question ("From 0 to 10, how likely are you to recommend us to a friend?"). Then follow up with detractors right away and ask promoters for a public review.
01CSAT or NPS?
| Criterion | CSAT | NPS |
|---|---|---|
| The question | How was your experience? | How likely are you to recommend us to a friend? |
| Measures | Satisfaction with a specific interaction | Loyalty to the brand |
| Timing | After every conversation or order | Every 3 to 6 months |
| Scale | Excellent / Good / Needs improvement | 0 to 10 |
| Used by | The service manager | Management and marketing |
02Ready-made templates
03Calculate your NPS
NPS = percentage of promoters (9-10) minus percentage of detractors (0-6). Passives (7-8) are left out of the subtraction but still count in the total.
04Increase your response rate
- Send within an hour of the service ending.
- One question with buttons, not a long form.
- Mention the agent's name to make it personal.
- Don't send the survey to the same customer more than once a month.
05Results without follow-up are useless
Every "Needs improvement" rating should open a follow-up task for a supervisor the same day. Every promoter is a chance for a public review or a referral. And review the results per agent and per channel every week.
Key takeaways
- CSAT after every service, NPS every few months.
- One question with buttons raises the response rate.
- Follow up with detractors the same day.
- Turn promoters into public reviews.
Frequently asked questions
Are survey messages paid?
If sent inside an open conversation window, they're a normal reply, charged at the utility rate from October 1, 2026. Outside it, you need a paid template.
What is a good NPS?
Above zero is good and above 50 is excellent, but what matters most is that your score improves over time.
Are survey results tracked per agent?
Yes. Results are linked to the agent and channel in Modeer 360 reports.
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- #Measuring customer satisfaction
- #NPS
- #CSAT