WhatsApp template for stores: customer satisfaction survey

Knowing whether your customer was satisfied with the purchase is key to improving and building loyalty. But sending a message to each one, one by one, takes time. Here we leave you a ready-to-copy template that you can use as is or adapt to your style.

What goes in each variable

• {{1}}: your customer's name (e.g., 'Maria').
• {{2}}: your store's name (e.g., 'Moda Urbana').

How to load it in WhatsApp Business

1. 1Copy the message and go to the WhatsApp Business app.
2. 2Go to 'Tools' → 'Messages' → 'Template messages'.
3. 3Paste the text and replace the variables with your customer's actual data.
4. 4Or if you use Wando, load the template in the panel and the AI will use it on its own when the time comes, learning from your responses.

Message variants

Note: this type of message is transactional (utility category), so it doesn't require customer opt-in like promotional messages do. However, the template must be approved by Meta before using it. In general, approval takes up to 48 hours, though it's not guaranteed.

When to send this message (and when not to)

The ideal time is between 2 and 7 days after the purchase. If you send it right away, the customer is still excited and more likely to respond. If you wait too long, the experience has cooled off and the response loses value.

Don't send it if the order hasn't arrived yet or if there was a recent issue (a delay, a size change, an open complaint). In those cases, first resolve the issue and then ask how it went. A survey at the worst time gives you a guaranteed 1 and only makes the customer angrier.

Also, don't send it more than once per purchase. If the customer already responded, don't insist. And if they didn't respond, don't send the same survey twice: nobody likes being asked the same thing twice.

What to reply if they respond with a 4 or 5

A happy customer is your chance to get a review or a recommendation. Seize the moment, but without being pushy.

Sample message: 'Thank you {{1}}! 😊 We're thrilled that you had a great experience at {{2}}. If you're willing, we'd appreciate a review on Google—it helps us a lot to keep growing. Have a wonderful day!'

Note: don't ask for the review in the same message as the survey. First let them respond with the score, and only then, if it's high, ask for the review. That way you don't mix things up and the request arrives at the best moment.

What to reply if they respond with a 3

A 3 is not a disaster, but it's not a resounding yes either. The customer is in the middle: they didn't complain, but they weren't delighted. Here, your goal is to understand what was missing.

Sample message: 'Hello {{1}}! Thanks for your response. 😊 We see that your experience was good but not excellent. Could you tell us what we could improve? Your opinion matters a lot to us to keep growing.'

This message is short on purpose. If the customer tells you the problem, you already have material to improve. If they don't reply, don't insist: at least you already know there's something to adjust in the process.

What to reply if they respond with a 1 or 2

A low score is an opportunity to save the relationship. A customer who complains and receives a good response can become more loyal than one who never complained.

Sample message: 'Hi {{1}}, we are very sorry about your experience at {{2}}. 🙁 Thank you for telling us, so we can improve. Can you tell us what happened? We want to resolve it and make sure you are happy with your purchase.'

Important: do not get defensive or justify the mistake. Listen, apologize, and offer a concrete solution (a replacement, a refund, a discount on the next purchase). If the issue is serious, move it to a call or a private channel. And if the customer gets angrier, do not argue: escalate to a supervisor.

How to know if the message worked

First, look at the response rate: how many responded out of how many received the message. If less than 30% respond, the timing was probably not right or the message does not engage. If more than 60% respond, you are doing things well.

Then, look at the score distribution. If you have many 4s and 5s, great. If you have many 1s and 2s, there is a underlying issue you need to resolve before continuing to send surveys.

With Wando, you can view the statistics of your messages and campaigns: how many were sent, how many were delivered, and how many were responded to. That way you know if the template works or if you need to adjust something. And if a customer responds with a low score, the AI suggests a response to apologize, but you always approve it.

Why Meta may reject the template and how to fix it

Meta reviews templates to prevent spam and misleading messages. The most common reasons for rejection are:

· Promoting something without permission (if you mention discounts or offers, the category is no longer utility).

· Including URLs that are not from your domain or shortened links.

· Using language that sounds like spam, such as 'You won!' or 'Last chance!'.

· Requesting sensitive information (bank details, passwords).

If it is rejected, read the reason in the Meta panel, correct what it indicates, and resubmit it. The approval time is up to 48 hours, but it is not guaranteed. If you need help, Wando advises you on setting up templates.