Imagine using WhatsApp, the app you chat on every day, to find out what customers think and feel about you. WhatsApp isn’t just for messages or group chats; it’s also a great tool for businesses to engage and receive feedback from your customers.
With over 3 billion users, WhatsApp is the world’s top messaging app, making it a key channel for customer engagement. Surveys on WhatsApp reach users where they’re most active. This ensures higher visibility and responses than traditional methods. The key features are ease of use and instant feedback collection. This capability allows businesses to quickly collect and act on customer insights, making it a powerful tool for informed decision-making.
What is A WhatsApp Survey?
A WhatsApp survey is a series of questions sent to users through WhatsApp messenger. The aim is to collect detailed feedback. Surveys routed via WhatsApp offer a broader range of question types and more in-depth analysis.
It’s crucial to understand what doesn’t qualify as a WhatsApp survey:
- 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 to Online Forms: If you send an invitation on WhatsApp that leads participants to a web-based form, it is not a WhatsApp survey. Instead, it’s an online survey distributed via WhatsApp
How To Create A WhatsApp Survey?
Here are the step-by-step instructions that will help you create your very own WhatsApp survey via Merren.
You can create a survey to gather customer insights, feedback, or measure CX metrics like CSAT, NPS, or CES with Merren. Start building and deploying in just 5 minutes with our 14-day free trial, no commitment or credit card needed.
So let’s get started.
Step 1: Login and create a new survey
This is what your screen would look like when you sign-in. This is the dashboard which lists all your published surveys. On the top right, you will have an option to “Create A Survey”
You can choose to build a new survey from scratch, use a template, clone an existing survey or use AI to build one for you.
To build a survey from scratch, click on “Create Survey” and then choose “Create from scratch.” Give your survey a name and choose the customer survey category from the drop down list.
If you are using a template, add the name of your brand and Merren will insert it at the right places in the survey.
For this exercise, let us create a Net Promoter Score survey using a template. Choose a NPS template from the list. When you chose the NPS survey, the survey would be pre-built with the relevant questions. You can see the list of questions in the template. You would be able to add, remove or edit these questions later. Once you are satisfied with your template selection, click on “Use Template”.
This will automatically add these questions to your survey. If you want to edit the survey, you can do it on the “Questions” Tab on the left side. You would be able to edit the questions, review translations, reorder or delete questions and add branching to your survey from here.
If you are creating a survey from scratch, here are some important pointers to keep in mind:
Important elements to consider
- Clear and Concise Questions: Ambiguity can lead to confusion, affecting the quality of responses. Ensure each question is straightforward.
- Relevant Questions: Stick to questions directly related to your objective to keep respondents engaged.
- Mix of Question Types: Use a combination of multiple-choice, rating scales, and open-ended questions to gather diverse types of data.
Best practices for a WhatsApp survey
- Limit the Number of Questions: Too many questions can lead to survey fatigue. Aim for 5-10 well-thought-out questions.
- Short Completion Time: The entire survey should take no longer than 5 minutes to complete. This maximizes the likelihood of full participation.
- Test the Survey Internally: Before going live, conduct a test run within your team to identify any potential issues or improvements.
Step 2: Translate the survey in the languages you want
One of the big advantages with WhatsApp is its ability to support multiple languages. Merren helps you leverage this by allowing you to automatically translate surveys in multiple languages.
Just go to settings and select the languages you want your survey in. Merren supports automatic translation into 100+ languages. Multilingual feedback forms are relatable for audiences speaking that specific language. This enables people to share feedback in regional languages. This is one of the best ways to bring a high response rate.
Don’t forget to save your changes..
Step 3: Test Your WhatsApp Survey
Always test your survey before deploying it. Mistakes like spelling errors, branching issues, or formatting glitches can occur. It’s crucial to ensure everything runs smoothly.
On the left side, you’ll find the ‘Preview and test’ option for your survey. Here, generate a WhatsApp link, which you can copy and share on WhatsApp.
Click the link to test the survey either on your mobile device or via WhatsApp Web. This initiates the test survey, allowing you to verify each question’s accuracy. To redo the test, simply use the same link. If you need to restart mid-survey, type “!restart” to begin anew from the start.
Note: Data collected during testing is not saved, ensuring your actual customer data remains pristine.
After a thorough test, your survey is set to go live.
Step 4: Deploy your survey
Ready to launch? Navigate 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 5: Analyze your survey results
Once your customers start to respond to your questionnaire, the same gets populated in the “Analyze” tab in real time. You would be able to see the aggregated and tabulated results for each of the questions.
On this tab, you should be able to compare and filter your results. The report can be downloaded in pdf format as well.
You can also download the raw data in excel form by going to “Respondents” and exporting the data as an Excel file.
Sending WhatsApp Surveys Using Your Branded, Verified WhatsApp Bot
Merren offers AI Survey Builder for the modern day marketer. Generate a free survey and view the desired questions on the dashboard. Customize it as per research requirements, preview and test it prior to launching it for your target respondents. Publish it via WhatsApp messenger platform and collect customer satisfaction metrics at a superfast pace.
Compatible with Android and iPhone
Merren surveys are compatible across every device including WhatsApp web. Android and iPhone users can share their responses via mobile devices or on the desktop app. This compatibility is beneficial for all survey participants across industries. A high response rate also depends on seamless technological functionality.
The Merren CX Dashboard for WhatsApp Surveys:
Merren offers a sophisticated, tailored CX dashboard that brings your customer’s voice directly to you, anytime. With CRM integration, Merren enables you to segment your CX data by various factors such as location, touchpoints, personnel, product, and problem type. This dashboard aids in enhancing your customer experience management, enabling quick loop closures, and early issue detection. Contact our team for a custom-built CX dashboard tailored to your needs.
Conclusion
WhatsApp surveys are a convenient way to gather rich customer insights instantly. Since messenger apps are within our reach, it is simpler for your customers to respond to them immediately. This will ensure you get a high response rate. Additionally, when you seek multimedia responses in your feedback form, you can obtain media rich customer data. Merren also offers AMP interactive email surveys and web based chat bot surveys to collect customer insights.
To create your own customer feedback survey, consider using Merren today.
