There are over 100 million WhatsApp users in the US alone today. WhatsApp surveys reach users to collect in-the-moment customer feedback. This ensures higher visibility and response rates over traditional methods.
Use WhatsApp surveys to discover what customers think and feel about you. WhatsApp is a great tool to connect over messages. However, it is also a great tool for businesses to conduct market research and collect customer feedback. In this blog, you will learn the step-by-step process to create a mobile responsive WhatsApp survey on Merren.
What is Native WhatsApp Survey?
A native WhatsApp survey is a set of customer feedback questions shared directly via WhatsApp messenger. It collects customer data in the form of text or multimedia (video, photos or voice notes). WhatsApp offers direct access to your target audience. Surveys routed via WhatsApp offer a broader range of question types and more in-depth analysis.
What doesn’t qualify as a survey on WhatsApp:
- WhatsApp poll: This in-built feature allows for quick, single-question votes within the app. It is limited in the number and type of questions that can be asked.
- WhatsApp survey invites for external forms: If you send an invitation on WhatsApp that directs people to a web-based form, it is not a WhatsApp survey. Instead, it’s an online survey distributed via WhatsApp.
Create Conversational and Mobile Responsive WhatsApp Surveys
Build and publish your survey in just 5 minutes with our 14-day free trial, no commitment or credit card needed.
Step I: Create a mobile-optimized WhatsApp survey
Sign-in and add the details of your organisation. It will direct you to the main dashboard. Access our pre-designed question forms and survey templates here:
You can do the following:
- Build a new survey from scratch
- Choose from free survey templates
- Clone an existing survey
- Use our AI survey maker.
Click on +Create A Survey and then choose “Create from scratch. Give your survey a name and choose the customer survey category from the drop down list.
Bonus: While using a pre-designed template, white-label the survey with Merren.
Let us create a Net Promoter Score (NPS) survey using a template. The Net Promoter Score survey template comes with standard pre-built questions.
You can add, remove or edit these questions later. Once you are satisfied with your template selection, click on “Use Template”
Click on a template to automatically add questions to your survey. To edit the survey questions, click on the “Questions” tab on the left side. You can edit the questions, review translations, reorder or delete questions and add branching to your survey from here.
Consider the following design tips for best results:
Important elements to consider
- Clear and concise questions: Vague questions can be confusing for customers. This will affect the quality of responses. Ensure each question is straightforward.
- Relevant questions: Stick to questions directly related to your research objective to attain genuine responses.
- Mix of question types: Use a combination of multiple-choice, rating scales and open-ended questions. You can gather diverse types of customer data with quantitative and qualitative question combinations.
Step II: Translate survey questionnaire with multilingual feature
WhatsApp has the ability to support multiple languages. Merren helps you leverage this by automatically translating survey questions in multiple languages.
Go to settings and select the languages for your campaign. Get automatic translations in 100+ languages. Multilingual customer feedback questionnaires can encourage respondents to offer responses in their native language. This is one of the best ways to bring a high response rate.
Save your changes before going for a test preview.
Step III: Test your first native survey on WhatsApp
It is recommended to test your survey before distributing it. Mistakes like spelling errors, branching issues, or formatting glitches can occur. Ensure that your customer feedback campaign runs smoothly.
On the left side, find the ‘Preview and Test‘ option for your survey. Here, generate a WhatsApp link, which you can copy and share on WhatsApp window.
Click the link to test the survey either on your mobile device or via WhatsApp Web. You can now verify each question accurately. To redo the test, click on the same link. If you need to restart mid-survey, type “restart” to start again.
Note: We do not collect data during testing. This ensures that the actual customer data is free from misrepresentation.
After a thorough test, the customer feedback campaign is set to go live.
Step IV: Run the WhatsApp survey
Ready to run the WhatsApp NPS survey? Click to the Deploy tab on the left. There, you’ll find two options to send out your WhatsApp survey:
- Directly push the survey to your customers’ phones (requires their phone numbers).
- Share a survey link to begin on WhatsApp.
To push directly, upload an Excel sheet with customers’ country codes and phone numbers. A sample file is available for download to guide your format.
After uploading, Merren automatically sends an invitation to your customers. If they opt in, the survey questions are sent sequentially via WhatsApp.
Step V: Analyze WhatsApp survey performance and analytics
When your customers answer the survey, you can view the results in the “Analyze” tab in real time. You can view the tabulated responses for each of the questions. You can segregate your data as per the timeline divided across days, weekly or monthly.
On this tab, compare and filter your results. Filter results individually for in-depth and personal insights. Download the report in pdf formats too. You can use your preferred BI tool for deeper analytics.
Download the raw data in excel form by going to “Respondents” and exporting the data as an Excel file.
Smart WhatsApp Survey Questions You Can Use Today
Asking the right questions is the key to getting actionable insights. Whether you’re measuring satisfaction, understanding user preferences, or fine-tuning your customer experience, here are some smart survey question examples you can use.
General customer feedback
These questions help you capture Net Promoter Score (NPS), Customer Satisfaction (CSAT), and more to measure overall sentiment and spot areas for improvement:
Q1. How satisfied are you with our service/product?
- Very Satisfied
- Satisfied
- Neutral
- Unsatisfied
- Very Unsatisfied
Q2. On a scale of 1–10, how likely are you to recommend us to a friend or colleague?
Q3. What feature do you value the most in our product/service? (open-ended question)
Post-purchase experience
Reaching out right after a purchase is a great opportunity to identify friction points and improve the buying journey. Try asking:
Q1. How would you rate your overall experience with the purchase process?
- Excellent
- Good
- Fair
- Poor
Q2. Did the delivery process meet your expectations?
- Yes
- No
Q3. Was the product you received as described on our website?
Product or service preferences
The better you understand what your users want, the easier it is to deliver value. Use these questions to fine-tune your offering:
Q1. Which of our features do you use the most?
Q2. What is the main reason you use our product/service?
- Convenience
- Quality
- Price
- Other
Q3. What additional features would you love to see in future updates? (open-ended question)
Why WhatsApp for Conducting Surveys?
1. Send branded surveys verified by WhatsApp bot:
Create a survey in a few clicks with Merren’s AI Survey Builder, tailored to specific market research goals. Preview and test surveys before publishing campaigns. Reach respondents quickly with rapid collection of customer satisfaction metrics such as Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Score (CSAT).
2. Compatible with android and iPhone:
Merren surveys are compatible with Android and iPhone devices including WhatsApp web. This compatibility is beneficial for all survey participants across industries. A high response rate also depends on seamless technological functionality.
3. Get access to WhatsApp survey dashboard:
Merren offers a sophisticated, tailored WhatsApp survey dashboard that brings your customer’s voice directly to you. Clients can segment customer data by location, touchpoints, personnel, product, and problem type. This granular analysis empowers businesses to identify trends, detect issues early, and focus on closing the feedback loop. The dashboard transforms raw data into actionable insights for memorable customer experience.
4. High engagement with younger population groups
WhatsApp’s popularity among Gen Z and Millennials, who heavily rely on mobile platforms for brand interactions, makes it an ideal survey channel. Its conversational chatbot, verified by WhatsApp, creates an engaging, user-friendly experience that resonates with younger audiences. This demographic’s preference for instant messaging ensures higher participation rates, as surveys feel like natural extensions of their daily communication habits.
5. Automation and real-time efficiency
Merren’s automation capabilities and CRM integrations empower businesses to deploy surveys and collect data in real time without manual intervention. Automated WhatsApp surveys, supported by instant messenger-compatible templates. It can streamline the feedback process for a faster analysis and response. This efficiency helps businesses address concerns promptly, and enhancing overall customer satisfaction.
7 Tips to Make Your WhatsApp Survey, Highly Responsive
1. Keep questions short and interactive
Limit surveys to 3-5 concise questions. Ask one question at a time and ease the way into the survey. Offer clickable links, buttons, or WhatsApp polls for interactive responses.
2. Personalize messages with targeted campaigns
Use personalized templates with recipients’ names and relevant details. Segment audiences based on demographics, purchase history, or engagement to boost participation.
3. Send surveys at opportune moments
Send surveys when recipients are most likely to engage, think post-purchase transaction or brand-customer interaction. Avoid inconvenient times like late nights or holidays unless relevant.
4. State a survey’s purpose immediately
Clearly state the survey’s purpose, highlight how feedback will improve services. A/B test messages with emojis or formatting for maximum engagement.
5. Offer survey incentives
Studies show that incentives as small as $10 can increase survey participation. Provide small rewards like discounts or prize entries to encourage survey completion.
6. Make surveys accessible
Use mobile-friendly, fast-loading survey links in audience-resonant language (including multilingual options if needed). Assure recipients that their responses are confidential and data is secure.
7. Follow up and analyze performance
Send polite reminders to non-respondents after a few days. Use WhatsApp Business analytics or CRM integrations to track delivery, read rates, and responses to refine strategies.
Benefits of WhatsApp Surveys for Various Industries
1. Retail and E-commerce
WhatsApp surveys can quickly capture post-purchase feedback to enhance customer experience, identify product preferences and buying trends, and assess the effectiveness of ongoing sales and promotions.
2. Healthcare
WhatsApp messenger surveys collect feedback on patient experiences with facilities and staff. It can evaluate satisfaction with appointment scheduling and consultations, and measure the impact of health awareness initiatives
3. Education
Institutions can use WhatsApp to gather insights on online classes or campus facilities, monitor satisfaction with academic quality. Useful to capture experiences from attendees of school or college events.
4. Banking and finance
Surveys on WhatsApp can get insights on customer satisfaction with banking services and gauging interest in new financial products such as loans or credit cards.
5. Hospitality and travel
WhatsApp surveys can capture feedback on stay experiences and amenities and understand traveler preferences for personalized services. Useful to evaluate satisfaction with hosted events or conferences.
6. Food and beverage
Messenger surveys can evaluate customer satisfaction with online orders or dine-in experiences. It can collect opinions on menu changes or new items, and monitor the quality and timeliness of food deliveries.
7. Media and entertainment
WhatsApp surveys help identify preferred content types—such as genres, artists, or formats. Now track satisfaction with streaming or subscription services, and gather feedback on concerts, shows, or digital launches.
8. Real estate
They are useful for understanding customer needs for tailored property suggestions. It can assess client experiences after property tours and measure the impact of marketing campaigns.
9. Automotive
WhatsApp surveys can get responses about vehicle quality and dealer interactions. It can monitor satisfaction with repair and maintenance services.
10. SaaS and tech
WhatsApp surveys help identify user satisfaction with software features. The reports can assess the quality of technical support and schedule future upgrades based on user input.
Conclusion
WhatsApp surveys are a convenient way to gather rich customer insights instantly. Messenger apps offer real-time insights that encourage customers to respond promptly. This will ensure you get a high response rate. Merren, a customer feedback tool, also uses interactive email surveys and chatbot surveys to collect customer insights.
To create your own customer feedback survey, consider upgrading your customer feedback tool with Merren today.