Use WhatsApp to find out 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.
With over 100 million users in the US alone, WhatsApp is the world’s top messaging app. WhatsApp surveys reach users to collect in-the-moment customer feedback. This ensures higher visibility and response rates over traditional methods. In this blog, we will take you through a step-by-step process to create a survey on WhatsApp with Merren.
What is WhatsApp Survey?
A WhatsApp survey is a set of customer feedback questions shared via WhatsApp. It can obtain customer data in the form of text based opinions 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.
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Step I: Login and access new survey templates
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.
If you are using a pre-designed template, Merren can help you white label the survey.
For this exercise, let us create a Net Promoter Score survey using a template. The NPS survey template comes with pre-built 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”.
Click on a template to automatically add questions to your survey. If you want 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 feedback forms are relatable for audiences speaking a specific language. This enables people to share feedback in regional languages. 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 WhatsApp messenger survey
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. This initiates the test survey. 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: Distribute your WhatsApp survey questionnaire
Ready to launch your customer feedback campaign on WhatsApp? 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 V: Analyze responses on the WhatsApp survey dashboard
When your customers answer the WhatsApp questionnaire, the results get populated 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, you can compare and filter your results. As a user, you can also filter results individually for in-depth and personal insights. The report can be downloaded in pdf formats too. You can use your preferred BI tool for deeper analytics.
You can also download the raw data in excel form by going to “Respondents” and exporting the data as an Excel file.
Why Should You Send WhatsApp Surveys?
1. Send branded surveys verified by 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 your market research goals. Preview and test it before launching it for your target respondents. Publish it via WhatsApp messenger and collect customer satisfaction metrics at a superfast pace.
2. 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.
3. Get access to WhatsApp survey dashboard:
Merren offers a sophisticated, tailored WhatsApp survey dashboard that brings your customer’s voice directly to you. With CRM integration, Merren enables you to segment your CX data by various factors. This includes location, touchpoints, personnel, product, and problem type. These dashboard aids can enhance your customer experience management so you can focus on closing the feedback loop and early issue detection. Contact our team for a custom-built CX dashboard tailored to your needs.
Other Advantages of Sending WhatsApp Surveys
- You can reach target audiences who frequently use mobile devices (Gen Z or millennials). They typically rely on mobile and tablet devices to connect with brands and customer support.
- You can get instant messenger-compatible templates for customer satisfaction metrics such as Net Promoter Score, Customer Effort Score and Customer Satisfaction Score.
- People enjoy conversational chatbots. Use our verified WhatsApp bot to get a high response rate.
- Take advantage of automation. Every CRM platform can use Merren to automate surveys and get live data on the dashboard. This is the era of closing the customer feedback loop faster. Time and online reputation waits for none!
- Be rest assured that all data collected is confidential. The data will be used to improve gaps and services. People can openly share genuine responses over surveys on WhatsApp.
WhatsApp Survey Distribution Strategy for a High Response Rate
Leverage personalization:
Use personalized message templates that include the recipient’s name and contextually relevant details. Personalization increases the likelihood of a response.
Timing is crucial:
Send surveys during hours when recipients are most likely to engage (e.g. after a transaction or brand-customer conversation). Avoid sending messages late at night or during holidays unless relevant.
Craft a compelling introductory message:
Clearly state the purpose of the survey in the first message. Highlight how their feedback will make a difference (e.g., improving services, addressing concerns).
Keep the survey short and simple:
Use clear and objective language to avoid confusion. Limit the survey to 3-5 questions to respect the recipient’s time.
Incorporate quick response features:
Enable options like clickable links or buttons for survey responses.mConsider WhatsApp chatbot automation for real-time interaction.
Offer incentives:
Provide small rewards for participation, such as discounts, exclusive content, or a chance to win a prize.
Segment your audience:
Tailor survey distribution lists based on demographics, purchase history, or engagement levels. Targeting relevant audiences improves response rates.
Test your message:
A/B test different introductory messages to identify which style generates the best response. Experiment with emojis or formatting for higher engagement.
Ensure accessibility:
Confirm that survey links are mobile-friendly and load quickly. Use a language that resonates with the target audience (include multilingual options when required).
Follow up strategically:
Send polite reminders or nudges to non-respondents after a few days. Avoid being overly persistent to prevent drop-out rates.
Highlight anonymity and security:
Assure recipients their responses are confidential and data is secure. Transparency builds trust and encourages participation.
Analyze delivery metrics:
Use WhatsApp Business analytics to track delivery, read rates, and responses. CRM integrations also offer survey completion and abandonment rates on the dashboard. Adjust strategies based on the collected respondent insights.
Benefits of WhatsApp Messenger Surveys Across Industries
1. Retail and E-commerce
- Quickly gather post-purchase feedback to improve customer experience.
- Identify product preferences and buying trends.
- Assess the effectiveness of sales and promotions.
2. Healthcare
- Collect feedback on patient experiences with facilities and staff.
- Evaluate satisfaction with scheduling and consultations.
- Gauge the impact of health awareness initiatives.
3. Education
- Gather insights on online classes or campus facilities.
- Monitor satisfaction with communication and academic quality.
- Collect responses from attendees of school or college events.
4. Banking and finance
- Collect insights on customer satisfaction with banking services.
- Gauge interest in new financial products like loans or credit cards.
5. Hospitality and travel
- Capture feedback on stay experiences and amenities.
- Understand traveler preferences for personalized services.
- Evaluate satisfaction with hosted events or conferences.
6. Food and beverage
- Evaluate customer satisfaction with online orders or dine-in experiences.
- Collect opinions on menu changes or new items.
- Monitor the quality and timeliness of food deliveries.
7. Media and entertainment
- Identify preferred content types (e.g., genres, artists, or formats).
- Monitor satisfaction with streaming or subscription services.
- Gather opinions on concerts, shows, or digital launches.
8. Real estate
- Understand customer needs for tailored property suggestions.
- Assess client experiences after property tours.
- Measure the impact of real estate marketing campaigns.
9. Automotive
- Gather responses about vehicle quality and dealer experiences.
- Monitor satisfaction with repair and maintenance services.
10. SaaS and tech
- Identify user satisfaction with software features.
- Assess the quality of technical support services and prioritize feature upgrades.
Conclusion
WhatsApp surveys are a convenient way to gather rich customer insights instantly. Since messenger apps offer real-time feedback surveys, it is simpler for your customers to respond promptly. 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.