Engaging Customers with WhatsApp Business Text Surveys

WhatsApp Business offers a range of features specifically designed to enhance customer engagement and streamline communication processes. From automated messages to catalog sharing, businesses can leverage WhatsApp Business to provide seamless customer service and build stronger relationships with their target audience.

One of the simplest yet most effective strategies you can implement is the text survey. Whether you're running a small café, an e-commerce shop, or a large-scale service company, surveys allow you to collect insights straight from your customers. In this guide, we'll cover what text surveys are, why they matter, and how to run them properly on WhatsApp Business without risking account suspension.

Text surveys enable businesses to gather valuable feedback, insights, and preferences directly from their customers in a quick and convenient manner. By creating and sending surveys via WhatsApp Business, businesses can gain a deeper understanding of their customers' needs and preferences, allowing them to tailor their products or services accordingly.

What Is a Text Survey?

A text survey is a short questionnaire delivered through messaging platforms like SMS, WhatsApp, or other chat apps. Instead of emailing long survey forms or calling customers by phone, businesses can ask quick, focused questions that customers can answer in seconds.

Example: "Thanks for visiting us today! How would you rate your experience from 1–5?". The customer simply replies with a number, making the process seamless and engaging.

How Do Text Surveys Work?

The process is straightforward:

• Send a question: The business sends a survey message (e.g., rating scale or multiple choice).
• Customer replies: Responses are given directly in the chat window.
• Data collection: Answers are saved manually or automatically through integrations.
• Analysis: The business reviews responses to identify strengths and areas for improvement.

Because the exchange happens in real time, customers often respond more quickly than they would with email or phone-based surveys.

Can You Run Text Surveys on WhatsApp Business?

Yes - and it's becoming increasingly popular. But there are two main ways to do it:

WhatsApp Business App (Android/iOS/Web)

Ideal for small businesses, the app lets you send individual or broadcast messages to customers. It's simple and works directly from your phone or desktop.

WhatsApp Business API

Designed for larger organisations, the API integrates with CRM systems or chatbots to send automated surveys to thousands of customers at once.

Types of Text Surveys You Can Run on WhatsApp Business

Different goals call for different types of surveys. Here are the most common:

• Customer Satisfaction Surveys (CSAT): Ask customers to rate their experience after a purchase or service. Example: "How satisfied are you with our service today? Reply with 1–5."
• Net Promoter Score (NPS): Measures customer loyalty and likelihood to recommend. Example: "How likely are you to recommend us to a friend? Reply 0–10."
• Product or Service Feedback: Great for launching new products or testing features. Example: "What did you think of our new delivery option?"
• Event or Appointment Follow-Ups: Send a quick message after an event or booking. Example: "Did our engineer arrive on time? Reply YES or NO".
• Internal/Employee Surveys: Use WhatsApp groups or lists to gather employee feedback.

Why Are Text Surveys Useful for Businesses?

Text surveys are powerful because they meet customers where they already are, on their phones.

• Higher response rates: People check WhatsApp more often than email.
• Convenience: No need for links or logins; just reply.
• Cost-effective: No print materials or lengthy phone calls.
• Scalable: Send surveys to a handful of customers or thousands via API.
• Customer trust: WhatsApp feels personal and secure compared to cold emails.

How to Run a Text Survey on WhatsApp Business

Here's a step-by-step guide tailored for Android, iOS, and WhatsApp Web users.

1. Set Up Your WhatsApp Business Account: Download the WhatsApp Business App (Android/iOS). Use a WhatsApp number from gosimless to verify your account. For desktop, open WhatsApp Web and link your device.
2. Decide on Your Survey Type and Length: Choose the format (CSAT, NPS, or open-ended). Keep it short - 1 to 3 questions works best.
3. Send the Survey: For Android devices, open WhatsApp Business → Broadcast Lists → Create new list → Add contacts → Send your survey question. For iOS devices, similar to Android - go to Broadcast Lists, create one, and send. For API users, integrate with CRM or chatbot software to automate survey distribution.
4. Collect and Analyse Responses: Export chat history for manual analysis. Use Google Sheets, Excel, or a CRM integration for automated insights.
5. Follow Up: Always thank your customers for participating. Where possible, share what improvements you've made as a result of their feedback.

Advantages of WhatsApp Business Text Surveys

Engaging customers with WhatsApp Business text surveys offers numerous advantages for businesses looking to enhance their customer engagement strategies. Some of the key benefits include:

1. Real-Time Feedback: Text surveys conducted via WhatsApp Business allow businesses to receive real-time feedback from customers, enabling them to make prompt decisions and improvements based on customer responses.
2. Convenience: Customers can easily participate in text surveys through WhatsApp Business, without the need to navigate through lengthy survey forms or external platforms. This convenience leads to higher response rates and more valuable insights.
3. Personalisation: With WhatsApp Business text surveys, businesses can personalise survey questions based on individual customer preferences and interactions. This personalised approach fosters a sense of connection and relevance, ultimately strengthening the relationship between the business and its customers.
4. Cost-Effective: Leveraging virtual mobile numbers from gosimless for WhatsApp Business text surveys is a cost-effective solution for businesses, eliminating the need for multiple physical SIM cards or devices. This streamlined approach not only saves costs but also enhances operational efficiency.

Best Practices for WhatsApp Business Text Surveys

To get the most from your surveys and stay on the right side of WhatsApp’s policies, follow these guidelines.

• Clear and Concise Questions: When creating text surveys for WhatsApp Business, it is essential to keep the questions clear, concise, and easy to understand. Avoid using technical jargon or ambiguous language that may confuse or deter customers from participating.
• Incentivise Participation: To encourage more customers to participate in your text surveys, consider offering incentives such as discounts, exclusive offers, or entry into a prize draw. Incentives can boost engagement levels and drive higher response rates.
• Timing and Frequency: Be mindful of the timing and frequency of your text surveys. Sending surveys at appropriate times when customers are likely to be active on WhatsApp Business can increase the chances of receiving responses. Additionally, avoid bombarding customers with surveys too frequently, as it may lead to survey fatigue.
• Personalisation: Personalising text surveys based on customers' previous interactions or preferences can make the survey experience more engaging and relevant. Tailoring questions to specific customer segments or behaviours can yield more insightful responses.
• Multi-Channel Integration: Integrate your WhatsApp Business text surveys with other communication channels to reach a wider audience. By promoting your surveys across social media, email, or your website, you can attract more participants and gather diverse feedback.
• Always get consent: customers must opt in before receiving messages.
• Use approved templates: for API messaging, stick to WhatsApp-approved formats.
• Don't disguise surveys as ads: keep them focused on feedback, not sales.

Case Study: Maximising Results with WhatsApp Business Text Surveys

Let's look at an example of how a small business can successfully maximise their results through WhatsApp Business text surveys:

Company: ABC Bakery Objective: ABC Bakery wanted to gather customer feedback on their new range of pastries and baked goods to improve product offerings and customer satisfaction.

Strategy:

1. ABC Bakery created a short and engaging text survey using WhatsApp Business, asking customers to rate their experience with the new products on a scale of 1 to 5.
2. They incentivised participation by offering a 10% discount on the next purchase for customers who completed the survey.
3. The survey was sent out during peak business hours when customers were most likely to be active on WhatsApp.

Results:

• ABC Bakery received a 30% response rate on their text survey, providing valuable insights into customer preferences and areas for improvement.
• Based on the feedback gathered, ABC Bakery adjusted their product offerings to align with customer preferences, leading to increased customer satisfaction and repeat business.

The Power of gosimless WhatsApp Numbers

One key aspect that fuels the success of WhatsApp Business text surveys is the use of gosimless WhatsApp numbers which are virtual numbers that are not tied to a physical SIM card or device. They enable businesses to create a professional presence on WhatsApp Business without the need for an additional phone line or device.

At gosimless, we offer WhatsApp numbers that empower businesses to access digital services like WhatsApp Business seamlessly. By provisioning a WhatsApp number through gosimless, businesses can unlock a myriad of benefits, including enhanced customer communication, cost-effective solutions, and improved brand credibility.

Wrapping it up

Running text surveys on WhatsApp Business is a simple, cost-effective way to collect valuable customer insights. Whether you're a small shop or a large enterprise, the key is to keep surveys short, relevant, and respectful of customer consent.

Leveraging WhatsApp Business text surveys can significantly enhance customer engagement, gather valuable insights, and drive business growth. By following best practices and incorporating innovative strategies, businesses can maximise the results of their text surveys and build stronger relationships with their customers.

👉 Ready to run your first WhatsApp survey? If you're ready to transform your customer engagement strategy with WhatsApp Business text surveys, get started now with a gosimless WhatsApp number.

Thank you for reading our comprehensive guide on engaging customers with WhatsApp Business text surveys. Stay tuned to the gosimless blog for more insightful articles on leveraging digital communication tools for business success.

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