Use cases / Send customer surveys

Feedback in seconds, not weeks

The situation

You want to know how happy your customers really are. So you build an online questionnaire, email out the link - and get a handful of responses from hundreds of recipients. In the end, the most honest feedback still reaches you as an offhand remark at the counter that nobody ever writes down.

How SmartChat solves it

With SmartChat, you ask your question right in the WhatsApp chat - where answering feels as easy as texting a friend. One quick rating question or one open-ended question is all it takes, and the reply is typed in seconds. With a 98% open rate, almost everyone sees your question, and every answer lands in your SmartChat inbox, all in one place.

Set up in 3 steps

  1. 1

    Ask one single, specific question - the shorter the survey, the more answers you'll get back.

  2. 2

    Send the question soon after the purchase or visit, while the experience is still fresh in their mind.

  3. 3

    Reply personally to every piece of feedback in the chat - especially the negative ones, because that's how loyal customers are made.

Best suited for

RestaurantsHotelsAuto repair shopsHair salonsGymsOnline shops

Womit du das umsetzt

FAQs

When is the best time to send a survey?

Within 24 hours of the visit or purchase: the experience is fresh, people are more willing to respond, and you can react to criticism right away before it ends up somewhere else.

How many questions should I ask?

Ideally exactly one. A quick rating or yes-no question gets far more replies in the chat than a long questionnaire with ten items in a row.

Are surveys allowed on WhatsApp?

Yes, to contacts who have given consent. SmartChat is GDPR-compliant and uses double opt-in, so every recipient has actively agreed to receive your messages.

Can I send surveys automatically?

From the Basic plan up, you can set up automations that ask the satisfaction question on their own - for example one day after the appointment, with the customer's first name and a personal touch.

Start for free today

Enter your website - your WhatsApp marketing is live in under 60 seconds.

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