Measuring customer satisfaction on WhatsApp: a CSAT question after every conversation, NPS each quarter, and the score that reopens the thread
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The short answer
With one question sent automatically when the conversation closes: "Was your problem solved? Reply with a number from 1 to 5" — that is CSAT, measured per agent and per channel. And once a quarter, another question to buyers: "Would you recommend us to a friend? 0 to 10" — that is NPS. Both are stored on the conversation, and a low score reopens it for the supervisor. What is measured is always answered, not hung on the wall.
The short answer
With one question sent automatically when the conversation closes: "Was your problem solved? Reply with a number from 1 to 5" — that is CSAT, measured per agent and per channel. And once a quarter, another question to buyers: "Would you recommend us to a friend? 0 to 10" — that is NPS. Both are stored on the conversation, and a low score reopens it for the supervisor. What is measured is always answered, not hung on the wall.
Also asked as: «ازاي اقيس رضا العملاء على الواتساب» · «استبيان رضا بعد المحادثة» · «كيف أعرف العملاء راضين» · «سؤال تقييم الخدمة واتساب»
One question, one number, one moment
A five-question survey on WhatsApp is answered by nobody. One question answered with a number is answered by many, and it is enough. The rule: the CSAT question is sent from quick replies with one click before the agent closes the thread — or the AI agent asks it itself when its instructions say to end every solved problem with it. The reply lands in the same thread, and the agent applies the matching tag: "high score" or "low score". A reply that is not a number is tagged too, because many customers write "excellent" instead of "5".
Thank you for contacting us. Was your problem solved today? Reply with a number from 1 (no) to 5 (completely).
Your order arrived yesterday. How was the experience from order to door? 1 to 5.
One question, {{1}}: would you recommend us to a friend? 0 (never) to 10 (definitely). If you have a reason, write it after the number.
How the number is read
| Cut | What it reveals | What you do |
|---|---|---|
| Per agent | Who closes fast and leaves the problem, who solves it | Coaching, not blame — read the 1s and 2s with them |
| Per channel | Instagram usually scores lower than WhatsApp because replies are slower | Reassign the team toward the slower channel |
| Per tag | Complaints about shipping, the product, or the price — one tag each | The lowest points to the problem worth fixing first |
| Month over month | Whether the team is improving or slipping | The only honest benchmark is your own previous number |
A low score goes to the supervisor
A 1 or 2 is not just tagged: the agent assigns the thread to the supervisor the same minute, who gets an app alert and sees it under "Mine". The supervisor reads the whole record and replies personally — not the agent who closed — with one question: "what did we fail to do?". That reply, within the hour, is what keeps a low score from becoming a public review tomorrow. The complaints system takes it from here.
An average of 4.6 does not mean all is well; it means those who reply are satisfied, and those who did not, we do not know. Read the reply rate first: if a tenth of customers reply, the number describes the tenth. Raise the reply rate with timing (the moment of closing) and a short question, not with nagging.
Setup in three steps
- Make the closing question a quick reply
From the unified inbox: quick replies → new → the CSAT text. The agent sends it with one click before closing, inside the open window, so it is a service message within the 1,000 free per number a month. If you want it from the AI agent: one line in its instructions, "end every solved problem with the rating question".
- Create two tags and one rule
A "high score" tag and a "low score" tag. The rule: whoever reads the reply applies the tag, and assigns a low one to the supervisor at once, who gets an app alert. Replies of 4 and 5 can be followed by a quick reply asking for a Google review — from the satisfied only.
- Read the number weekly with the team
Five minutes every Monday: the "low score" tag filter with the agent filter gives the count per agent, the channel tab gives it per channel, and the team report beside them gives first-reply time per agent. Two low-rated conversations are read aloud. Week four looks different from week one.
Frequently asked questions
What is the difference between CSAT and NPS?
CSAT measures one conversation: "was your problem solved?" from 1 to 5, asked at closing, read by tag per agent and channel. NPS measures the relationship: "would you recommend us to a friend?" from 0 to 10, asked once a quarter of buyers, read for the whole business. The first fixes an agent this week; the second fixes a product this quarter.
When do I send the rating question?
CSAT the moment the agent closes the conversation — not an hour later, the customer has forgotten. For a delivered order: a day after delivery, not right after shipping. NPS two weeks after purchase, and at most once a quarter per customer.
Is the rating question a paid message?
Inside the open conversation window it is a free service message within the 1,000 per number per month. After the window, a utility template at Meta's rate for the country. That is why CSAT is sent right at closing — inside the window — and NPS on an approved template.
What do I do with a low score?
The agent tags the thread "low score" and assigns it to the supervisor, who gets an app alert and replies within the hour — not the agent who closed it. A low score nobody follows is worse than not asking: the customer told you and you did not listen.
What is a good score?
We publish no benchmark because we hold no measurement across enough businesses to stand behind. The number that matters is yours last month: if it rose, you are improving. Compare agents with each other and channels with each other, not your business with someone else's.
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