Merren has been running successful WhatsApp surveys and Facebook Messenger surveys across various demographics. These WhatsApp business surveys have collected more than 30,000 responses and touched different categories, questionnaire lengths, audiences, and languages.

The data Merren accumulated helped the team analyze something interesting- most successful surveys have a pattern.

What is WhatsApp Business Survey?

WhatsApp is a popular messaging tool among the customers. A customer feedback survey routed via this messenger application is a WhatsApp business survey. Due to WhatsApp’s 98% open rate, this messenger platform is perfect to secure a high survey response rate. WhatsApp business surveys  include various question formats, such as multiple-choice, rating scales, and open-ended questions for real-time, interactive communication with customers.

You can make a survey on WhatsApp using Merren’s CX tools. There are ready made templates that you can easily customize as per market research goals.

How to make a survey on WhatsApp?

Follow the step by step guide on creating a WhatsApp survey using Merren CX platform.

• Sign up for a 14 day free trial with Merren. Get instant access to all pre-designed survey templates on the dashboard.
• Name and label campaigns according to your market research goals.
• Create a survey template from scratch or use our AI survey builder to make instant templates.
• Within the dashboard, customize your questions as per your research goals. Translate the questions automatically using the multilingual feature.
• Keep a balance between qualitative data and quantitative questions.
• Click on ‘preview & test’ to demo test survey campaigns before publishing.
• Click on ‘deploy’ and use any of the survey platforms available to you- dynamic emails, chatbots, Meta messenger or WhatsApp messenger.
• All responses will be saved over the ‘report’ section. You can view customer data in real time or on the Merren CX dashboard.

Advantages of Using A WhatsApp Survey

WhatsApp’s open rate is the highest, higher than any other platform. People globally have access to this app in various countries. Merren has conducted more than 300 surveys that revealed a pattern for a high survey response rate. After assessing those patterns, there are the 8 best tips:  

1. People respond to conversational surveys:

Creating a conversational survey question will bring in more responses than using a business tone. This solicits more responses from the total number of people who could be sitting anywhere- at a park or a boardroom meeting.

Consider the following two versions of a segment from an ad test survey:

Version 1: “Name and location please:”

Version 2: “Hey [Name], [acknowledge a respondent’s patronage to the brand] 

Version 2 is clearly more conversational. It personally addresses the respondent (addressing someone by their name is an undervalued hack!). This validates their response, makes them comfortable sharing their opinions and refers to something the respondent is very familiar with (brand offerings). The survey response rate from a version 2 survey technique increased by 15%.

2. Multilingual surveys target global respondents:

WhatsApp supports over 70 languages on Android and 70+ languages on iPhone. WhatsApp also supports 11 local Indian languages. Multilingual surveys bring authentic responses from people in different geographical locations. 

Merren conducted a WhatsApp survey in a rural part of India for a major consumer brand. We added audio support along with each question i.e. if the respondent could not understand the question by reading, they could hear the audio version of it.

3. Post-purchase surveys get a high response rate:

A post-purchase survey will often get the highest response rate. During an experience, people are more likely to remember the experience and offer genuine responses around it. This keeps the customer feedback in context with the business transaction. 

If you seek responses based on past experiences, the responses will not be genuine, fresh nor authentic. 

4. People prefer short WhatsApp surveys:

When brands interact with their customers once a year, they can get tempted to bombard them with questions out of FOMO (Fear Of Missing Out). Long format questionnaires, anywhere from 40-50 minutes will tire out the respondents. A tired respondent will not provide genuine feedback. Avoid this practice for any medium- offline and online.

Remember that WhatsApp is not built for long surveys. Shorter surveys have higher completion rates and improve data quality.

5. Offer transparent information exchange with customers:

Most respondents are in a hurry to finish questions and wonder how long it would take. Be transparent and give out this information clearly and frequently. Additionally, when the survey creator is generous with their information, the users feel obligated to consume and share information at the same time. Sometimes, it is about creating trust with the consumer base, even via messenger surveys.

6. Assure chat privacy for a greater completion rate:

There is an increased awareness and concerns around privacy. Customers are constantly nagged by unsolicited marketers. This discourages our users from easily sharing their information on surveys. Assure the respondents that the data they collect would only be used ethically and only to improve customer experiences. If you are collecting personally identifiable information, take their consent on how this data can be used.

7. Offer relevant survey rewards to customers:

Most users participate in surveys expect survey rewards or payback on completion. Stating the incentive upfront on survey participation will bring in more authentic respondents. Incentives work only if they are relevant, accessible, and useful to survey respondents.

Example: Starbucks coupons for rural research in India are neither relevant nor accessible to the audience. Similarly, if you are researching users of high-end cars, a meagre voucher of INR 50 is not valuable enough for the target audience.

8. Short messenger surveys capture more information 

People are not interested in questionnaires or long surveys. Blame the traditional methods of seeking customer response. Messenger applications of Facebook messenger , WhatsApp, chatbots and dynamic emails are AI-driven and faster. People want to respond on-the-go. They don’t want cognitive burden. Now you can easily share customer surveys across messenger apps.

Start collecting insights on Merren CX dashboard today

Merren’s generation of successful messenger surveys have helped brands discover what their audience is looking for. Use every omnichannel to your advantage. Supercharge your data collection process and use AI for a seamless workflow. Use our 14 day free trial to capture critical customer moments. We offer extensive templates, real time data analysis and smart integrations for the modern day marketer.