There are over 100 million WhatsApp users in the US alone today. WhatsApp surveys offer higher visibility and response rates over traditional methods. WhatsApp surveys let you tap into 90%+ open rates for customer feedback, market research
Use WhatsApp to discover what customers think and feel about your brand. Apart from being a messaging service, WhatsApp is 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 responsive mobile survey on WhatsApp with Merren.
What is a WhatsApp Survey?
A native WhatsApp survey is a set of questions or forms shared directly on a WhatsApp chat interface. It collects customer data in the form of text, poll responses, audio, video or photo responses. WhatsApp offers direct access to your target audience with more than 90% open rate. Surveys on WhatsApp offer a broader range of question types and more in-depth analysis.
WhatsApp polls vs WhatsApp surveys: key differences
Many confuse WhatsApp polls with surveys but they’re different. Polls are great for quick votes but surveys unlock deeper data. Here’s a quick comparison:
Feature | WhatsApp Polls | WhatsApp Surveys (with Merren) |
Question Limit | Single question only | Multiple questions in sequence |
Response Types | Voting options (e.g yes/no, choices) | Text, audio, video, images, ratings, open-ended |
Analytics | Basic vote counts | Advanced dashboards with segmentation, trends, exports |
Customization | Limited to group chats | Branded, multilingual, branching logic |
Use Cases | Quick opinions (e.g: tea or coffee?) | In-depth feedback (NPS, CSAT) |
Response Rates | High for simple asks | Even higher with conversational flow (up to 75% in studies) |
How to Create Conversational WhatsApp Surveys: Step-by-Step Guide Using Merren
Creating WhatsApp surveys doesn’t have to be complicated. Merren makes it plug-and-play. Follow these steps to launch your first WhatsApp customer feedback survey.
Step 1: Set up your Merren account and build the survey
Sign in to Merren and add your organization details. Head to the dashboard for pre-designed templates or start from scratch. Options include:
- 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 select a category like “Customer Feedback.”
For example: grab the NPS template that comes pre-loaded with questions you can customize.You can add, remove or edit these questions later. Once you are satisfied with your template selection, click on “Use Template”.
Design tips:
- Keep questions clear and concise. Vague and double baralled questions will confuse readers.
- Mix types: Multiple-choice or rating scales for quick data, open-ended for insights.
- Add branching (e.g: skip questions based on answers).
Step 2: Translate for multilingual reach
WhatsApp supports 100+ languages. Use Merren’s auto-translation in settings. This is crucial for global WhatsApp surveys for business for increasing responses by letting users reply in their native tongue.
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 and head for a test preview.
Step 3: Test your first survey on WhatsApp
Test your survey before publishing. Your customer feedback campaigns must be free from spelling errors, glitches to maintain a professional theme. This builds trust among users simply because of detailed- oriented programming.
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 ready to go.
Step IV: Run your first WhatsApp business survey
Click to the Deploy tab on the left. Choose from one of the two options:
- Directly push the survey to your customers’ phones (requires their phone numbers).
- Share a survey link to begin on WhatsApp messenger.
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 show up within the chatbox on WhatsApp messenger.
Step V: Analyze WhatsApp survey responses on dashboard
As customers opt in for the survey, 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. 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.
WhatsApp Survey Questions Examples for Businesses
Tailor questions to your goals. Here are examples for common WhatsApp customer feedback surveys:
General customer feedback survey questions
- Q1: How satisfied are you with our service? (Scale: Very Satisfied to Very Unsatisfied)
- Q2: On a 1-10 scale, how likely are you to recommend us? (NPS)
- Q3: What do you value most? (Open-ended)
Post-purchase feedback survey questions
- Q1: Rate your purchase experience (Excellent to Poor).
- Q2: Did delivery meet expectations? (Yes/No).
- Q3: Product as described? (Yes/No with follow-up).
Preferences
- Q1: Most-used feature?
- Q2: Main reason for using us? (Options: Convenience, Quality, Price).
- Q3: Desired new features? (Open-ended).
“A popular retailer used Merren for post-purchase WhatsApp customer feedback surveys. With this method, Merren obtained a 68% response rate for the customer. They identified delivery issues that boosted retention by 15%.”
Why Use Merren’s Native WhatsApp Survey Platform?
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 a rapid collection of customer satisfaction metrics via 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 globally. 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 makes it an ideal survey channel. They heavily rely on mobile platforms for interactions with their family, peers and brands alike. Its conversational chatbot, verified by WhatsApp, creates an engaging, user-friendly experience that resonates with younger audiences. The 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 can collect data in real time. 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 enhance overall customer satisfaction.
7 Ways 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. Sometimes, a single WhatsApp form with 3 best questions is enough.
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 in-the-moment of interaction
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 rewards after survey completion
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 in local languages
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.
WhatsApp Surveys vs Traditional Methods: Why Switch?
Here is why native WhatsApp surveys for business reach more people than a traditional method of collecting feedback.
WhatsApp surveys | Traditional survey methods | |
Response rate | 50-75% with 90% open rate | 5-20% with a high spam rate |
Cost | Low (messaging fees) | Higher (calls, mailers) |
Speed of data | Real time data on dashboard | Batch processing of data |
Engagement | Conversational and highly responsive surveys | Static forms, often external browser links |
Data quality | Audio, text, video, photo (rich media data) | Mainly text format |
Scaling WhatsApp Surveys for Global Businesses
WhatsApp surveys transform customer feedback into growth fuel. With Merren, you’re building relationships. Ready to rank higher and engage better? Start your free Merren trial and create your first WhatsApp survey now.