CSAT Feedback WhatsApp Template for Banking

Personalise it so it reads 1:1, not as a blast

A rating request that names the customer and the exact interaction converts far better than a generic 'how did we do?'. Use {{1}} for the customer's first name, {{2}} for the specific service or product ("your home loan disbursal", "your card replacement request", "your branch visit"), and {{3}} for the date so the reference is unambiguous. Pulling these values from your core banking system or CRM at send time means every message feels like a personal check-in from the team that just helped them. The three quick-reply buttons — Great, Okay, Poor — map cleanly to a three-point CSAT scale you can log against the customer and the channel, so you get structured, comparable data instead of free-text you have to read one message at a time. You can also wire each button to a follow-up flow: a Poor response can open a service ticket or route to an agent automatically.

• {{1}} — customer first name
• {{2}} — the specific service, product or request
• {{3}} — date of the interaction for a clear reference

Getting it approved as a utility template

Submit this as a Utility template. It qualifies because it is transactional — a direct, informational follow-up to a specific action the customer took, with no promotional content. Keep the wording strictly about the experience and the rating; the moment you add an offer, a cross-sell, a discount or any call to buy, Meta reclassifies it as marketing, which costs more per message and is more likely to be rejected for a bank. Provide realistic sample values for every variable when you submit (a real-looking name, a real service description, a valid date) so the reviewer can see the finished message. Keep quick-reply button labels short and unambiguous. Approval is usually completed within a day, and InfiQ's template manager flags category and formatting issues before you submit so you avoid a rejection round-trip.

• Category: Utility (transactional, tied to a real action)
• Zero promotional content — no offers, cross-sell or discounts
• Supply sample values for {{1}}, {{2}} and {{3}} at submission
• Keep button labels short so intent is clear

What it costs to send

Since Meta moved off per-conversation billing on 1 July 2025, WhatsApp charges per delivered message by category. This template bills at the utility rate — one of the lowest on the rate card — every time it is delivered. The 24-hour customer service window is separate: it is a free window for replies, not a billing unit, so if a customer taps a button and your agent responds within that window there is no extra messaging charge for that reply. With InfiQ you pay transparent ₹ pricing (ex-GST), so your per-message cost is predictable and you can size a monthly CSAT programme against your interaction volume before you launch. Because utility rates are low and CSAT sends are triggered rather than blasted, the cost of running this at scale stays modest relative to the retention and service insight it produces.

Variations you can copy

The core template works as-is, but banks running mature feedback programmes usually keep a few approved variants on hand for different journeys and languages. Each variant is a separate template you submit and get approved once, then reuse.

• Shorter: trim to name plus one variable for high-volume transactional CSAT where speed matters more than context
• Ticket-specific: reference the resolved complaint or request ID in {{2}} so the customer knows exactly what is being rated
• Regional language: create a Hindi, Tamil, Bengali or other-language version so the request reads in your customer's preferred language
• NPS-style: swap the three buttons for a follow-up flow that captures a 0–10 recommendation score — still utility, still no promotion