{"id":4481,"date":"2025-03-14T11:53:15","date_gmt":"2025-03-14T14:53:15","guid":{"rendered":"https:\/\/matrixgo.ai\/crie-jornada-pesquisa-satisfacao-whatsapp\/"},"modified":"2025-03-14T11:53:15","modified_gmt":"2025-03-14T14:53:15","slug":"crie-jornada-pesquisa-satisfacao-whatsapp","status":"publish","type":"post","link":"https:\/\/matrixgo.ai\/en\/crie-jornada-pesquisa-satisfacao-whatsapp\/","title":{"rendered":"Create a Satisfaction Survey Journey on WhatsApp"},"content":{"rendered":"

If information is one of the most valuable assets on the market today, let's say that know the customer's opinion<\/strong> about your product, service and\/or brand is a crucial factor for survival<\/strong> of various businesses. With this type of information, you can adjust and correct problems, optimize strengths and areas of excellence, gain valuable insights and ideas<\/strong> and, as a bonus, be open to suggestions from your audience.<\/p>\n\n\n\n

But the fact is that it is not always easy to carry out satisfaction surveys: customers may be resistant<\/strong> responding to them and managing the application and collecting this data (if manually) requires a herculean amount of work.<\/p>\n\n\n\n

But it doesn't have to be that way! That's because Automated satisfaction surveys sent after a service\/support session facilitate the collection and management of this information<\/strong>Who has never evaluated a service and\/or the resolution of a request via phone or chat?<\/p>\n\n\n\n

Our tip here is that you can build a more dynamic and interactive satisfaction survey journey on WhatsApp<\/strong>We will teach you how to create your survey in WhatsApp Flows<\/strong>. Follow.<\/p>\n\n\n\n

————————————————————————<\/p>\n\n\n\n

Types of Satisfaction Survey<\/strong><\/h2>\n\n\n\n

Initially, define what information is important for your business to collect<\/strong>; and naturally the type and mode of research you will use<\/strong>Does it make sense to ask an open-ended question? I'd like to evaluate your business, segment, user experience\u2026 each of these areas requires different questions.<\/p>\n\n\n\n

Important to remember: be direct in your questions and don't overdo it<\/strong>. Surveys that are too long generate resistance and\/or abandonment <\/strong>by customers. Control your urge for very specific information and details.<\/p>\n\n\n\n

Some types of satisfaction survey:<\/p>\n\n\n\n

Customer Satisfaction Survey (CSAT)<\/strong>:
\u2013 Assesses the customer\u2019s overall level of satisfaction with a product, service or experience.
\u2013 Typically uses a scale of 1 to 5 or 1 to 10 to measure satisfaction.<\/p>\n\n\n\n

Net Promoter Score (NPS)<\/strong>:
\u2013 Measures customer loyalty by asking how likely they are to recommend the company to others.
\u2013 The answer is usually given on a scale of 0 to 10, and the score is calculated based on the answers.<\/p>\n\n\n\n

User Experience (UX) Satisfaction Survey<\/strong>:
\u2013 Evaluates the user experience when interacting with a website, application or software interface.
\u2013 Questions can address usability, design, and efficiency.<\/p>\n\n\n\n

Delivery Satisfaction Surveys<\/strong>:
\u2013 Focused on the product or service delivery process, evaluating factors such as punctuality, item condition and the logistics process.<\/p>\n\n\n\n

Employee Satisfaction Survey (eNPS \u2013 Employee Net Promoter Score)<\/strong>:
\u2013 Measures the degree of employee satisfaction and loyalty towards the company, being an adapted version of the NPS.<\/p>\n\n\n\n

Event Satisfaction Surveys<\/strong>:
\u2013 Evaluates the experience of participants at events, such as conferences, trade shows, or webinars, measuring aspects such as organization, content, and engagement.<\/p>\n\n\n\n

————————————————————————<\/p>\n\n\n\n

WhatsApp Flows and Satisfaction Survey<\/strong><\/h2>\n\n\n\n

Once you have defined your research type and questions, it\u2019s time to build your journey<\/strong>. It is important to remember that it is always possible apply your automated search internally in a message flow or within the telephone IVR<\/strong>. Collecting customer notes and feedback through this messaging cadence is still quite valuable \u2013 for example:<\/p>\n\n\n\n

MESSAGE FLOW \/ URA:<\/strong><\/p>\n\n\n\n

"Considering 1, poor, and 5, excellent, how do you rate the resolution of your problem? Enter your score."<\/em><\/p>\n\n\n\n

\u201c5\u201d<\/em><\/p>\n\n\n\n

\u201cPerfect. Now, how likely are you to recommend our service to friends and family?\u201d
1 \u2013 I would not recommend it
2 \u2013 Maybe I would recommend it
3 \u2013 I would recommend with reservations
4 \u2013 Would probably recommend
5 \u2013 I would definitely recommend it<\/em><\/p>\n\n\n\n

\u201c5\u201d<\/em><\/p>\n\n\n\n

But the idea here is explore the potential of WhatsApp Flows<\/strong> to build a model of satisfaction survey even more dynamic and interactive<\/strong> \u2013 enhancing the customer experience in the app.<\/p>\n\n\n\n

With the\u00a0WhatsApp Flows<\/strong>, you can\u00a0provide automated services within the application<\/strong>. It enables companies to perform better by creating more integrated and personalized experiences<\/strong>\u00a0on WhatsApp.<\/p>\n\n\n\n

It is important to say that the\u00a0WhatsApp Flows is an exclusive feature of WhatsApp Business<\/strong>, accessible on your\u00a0WhatsApp Manager<\/strong>. It is necessary to follow the\u00a0commercial messaging policies<\/strong>\u00a0from WhatsApp and\u00a0enable business-initiated messaging<\/strong>\u00a0in the Business account.<\/p>\n\n\n\n

Once in WhatsApp Flows, start by selecting the satisfaction survey flow modality<\/strong> within useful messages<\/strong>. Also identify the business need, in this case, Post-Purchase<\/strong>.<\/p>\n\n\n\n

Define an entry point<\/strong>, that is, when you will start your satisfaction survey flow. It could be after a service, a purchase, a technical visit, or the delivery of a product \u2013 it will depend on the dynamics of your business. Develop a short initial message inviting the user to participate in the survey<\/strong>.<\/p>\n\n\n\n

Let's take two types of businesses as examples: your e-commerce site has just confirmed delivery of a specific product to a customer; or your internet provider has completed a modem installation at a subscriber's home \u2013 it's time to start your research:<\/p>\n\n\n\n

EXAMPLES \u2013 ENTRY POINT:<\/strong><\/p>\n\n\n\n

How was your experience?<\/em><\/strong>
Please rate your shopping experience based on your last order!<\/em><\/p>\n\n\n\n

————————————<\/p>\n\n\n\n

How did we do?<\/em><\/strong>
Hi, Gabriel! Now that you've used our internet, please share your experience with us hiring and installing our services. Shall we?<\/em><\/p>\n\n\n\n

Clicking on the entry point message button starts the \u201cflow\u201d<\/strong>. On a single WhatsApp Flows page, you can build all the questions you want to evaluate<\/strong>You can also add a new page to provide open-ended questions and a field for suggestions. Always remember to keep research lean <\/strong>to avoid tiring out your users. Our examples:<\/p>\n\n\n\n

EXAMPLE 01 \u2013 FLOW 01:<\/strong><\/p>\n\n\n\n

To assess<\/em><\/strong>
Rate your order:<\/em><\/p>\n\n\n\n

Shopping experience:
Excellent (5\/5)<\/em><\/p>\n\n\n\n

Shipping:
Regular (3\/5)<\/em><\/p>\n\n\n\n

Customer Service:
Good (4\/5)<\/em><\/p>\n\n\n\n

————————————<\/p>\n\n\n\n

EXAMPLE 02 \u2013 FLOW 01:<\/strong><\/p>\n\n\n\n

To assess<\/em><\/strong>
Rate our services:<\/em><\/p>\n\n\n\n

Plan subscription:
Excellent (5\/5)<\/em><\/p>\n\n\n\n

Scheduling and installation:
Regular (4\/5)<\/em><\/p>\n\n\n\n

Internet signal quality:
Good (5\/5)<\/em><\/p>\n\n\n\n

Feedback<\/em><\/strong>
Share your opinion<\/em><\/p>\n\n\n\n

Would you recommend our services?
Choose an option
( ) Yes
( ) No<\/em><\/p>\n\n\n\n

Leave your comment (optional):
[open field for suggestions]<\/em><\/p>\n\n\n\n

The WhatsApp Flows survey flow ends with the submission of responses and automatic return to the conversation window.<\/strong>. Create a confirmation and thank you message for participation.<\/p>\n\n\n\n

EXAMPLES \u2013 EXIT POINT:<\/strong><\/p>\n\n\n\n

Evaluation received<\/em><\/strong>
Thank you. Your feedback will help us improve our services.<\/em><\/p>\n\n\n\n

————————————<\/p>\n\n\n\n

Completed<\/em><\/strong>
Your survey has been completed. Thank you for your participation. You can always count on us for anything you need here on WhatsApp.<\/em><\/p>\n\n\n\n

Viewing the satisfaction survey journey in WhatsApp Flows:<\/p>\n\n\n\n

\"\"
Satisfaction Survey Journey on WhatsApp Flows<\/em><\/figcaption><\/figure>\n\n\n\n

One journey with short but highly valuable flow<\/strong> in terms of accessing customer feedback. Adding a satisfaction survey to a WhatsApp Flow is a smart and professional way to explore enterprise app features<\/strong> as you create a even more engaging and interactive customer experience<\/strong>.<\/p>\n\n\n\n

Are you unsure how to build your journey on WhatsApp Flows? Need help creating your survey? We at Matrix Go<\/a><\/strong> We can help! Chat with a Matrix Consultant on WhatsApp right now: 0800 604 5555<\/a><\/strong><\/p>\n\n\n\n

READ ALSO: \u201cCreate a Payment Reminder Journey on WhatsApp\u201d<\/a><\/strong><\/p>","protected":false},"excerpt":{"rendered":"

Gather information about your business in a dynamic and interactive experience on WhatsApp Flows!<\/p>","protected":false},"author":24,"featured_media":4482,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","_joinchat":[],"footnotes":""},"categories":[41,389,39,527,395,373,96,399,400],"tags":[70,350,517,518,217,72,607,54,404,608,552,609,140,58,73,610,566],"class_list":["post-4481","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atendimento","category-chatbot","category-inteligencia-artificial","category-marketing","category-metricas","category-tecnologia","category-vendas","category-whatsapp","category-whatsapp-api","tag-ai","tag-csat","tag-flows","tag-fluxo","tag-ia","tag-inteligencia-artificial","tag-jornada","tag-matrix","tag-matrix-go","tag-npd","tag-pesquisa","tag-pesquisa-automatizada","tag-pesquisa-de-satisfacao","tag-whatsapp","tag-whatsapp-api","tag-whatsapp-bsuiness-api","tag-whatsapp-flows"],"acf":[],"yoast_head":"\nCrie uma Jornada de Pesquisa de Satisfa\u00e7\u00e3o no WhatsApp - 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