Feedback (CSAT) WhatsApp Template for Food Delivery
Ask for a rating the moment the food arrives — while the experience is still warm. This is a ready-to-use, Meta-compliant WhatsApp CSAT template built for Indian food delivery brands, cloud kitchens, and restaurant aggregators. It ships as a utility template with the correct category pre-set, star-rating quick-reply buttons, and approval notes baked in. Copy the body, swap in the customer's name and order, and send it seconds after a "delivered" event through InfiQ.
Variables
{{1}}= Rohan{{2}}= Spice Route Kitchen
Verified business
10:24
Preview · as customers see it
When to fire this template
Timing is everything for CSAT. Trigger this message off your order-status webhook the instant the status flips to delivered — ideally within 10 to 20 minutes, while the customer is still eating and the memory is fresh. That immediacy is exactly why it stays in the utility category: it is a transactional follow-up tied to a completed order, not a promotion. Because the customer has just interacted with your brand, the message also lands inside the free 24-hour service window, so a reply costs you nothing extra beyond the delivered utility template itself. Avoid batching these into a nightly send — a rating request that arrives the next morning reads like spam and tanks your response rate.
- Fire on the 'delivered' status event, not on a fixed daily schedule
- Aim for 10–20 minutes post-delivery for the strongest signal
- Cap it at one CSAT request per order to avoid fatigue
- Route each button tap to a different follow-up path (thank-you, apology, or recovery offer)
Personalise it so it reads 1:1
Two variables do the heavy lifting here. {{1}} carries the customer's first name and {{2}} carries the restaurant or kitchen name so the message feels handwritten rather than blasted. Keep the name field to a clean first name — pulling in a full formal name or an email handle makes it read like a system alert. For multi-brand aggregators, always pass the specific outlet the customer actually ordered from in {{2}}; a generic 'your recent order' erases the local, familiar tone that drives replies. If you operate in more than one region, clone this template into Hindi or your customers' preferred language rather than translating on the fly, since each language variant needs its own approval.
- {{1}} = first name only (e.g. Rohan, Aisha)
- {{2}} = the exact outlet or cloud-kitchen brand ordered from
- Keep the tone casual and warm — it mirrors how the food itself felt
- Clone, don't machine-translate, for Hindi and regional-language versions
Getting it approved as Utility
Submit this template under the Utility category and keep every word strictly about the completed order. The fastest rejections come from sneaking in a promotion — a coupon, a 'order again and save 20%' line, or a discount code instantly reclassifies it as marketing and often gets it bounced. Provide realistic sample values for both variables when you submit (a real-sounding name and outlet), because reviewers check that placeholders resolve to sensible content. Quick-reply buttons like the three rating options here are fully compliant in utility templates. Most InfiQ submissions clear review within a few hours to a day; once approved, you can send at scale immediately.
- Category = Utility; no offers, discounts, or upsells in the body
- Supply sample values for {{1}} and {{2}} at submission
- Quick-reply rating buttons are allowed in utility templates
- No marketing opt-out line is needed — that requirement applies only to marketing templates
What it costs to send
Since Meta moved to per-message billing on 1 July 2025, WhatsApp charges you for each delivered message by its category — and this template bills at the utility rate, which is one of the lowest on the card. There is no per-conversation charge any more; the 24-hour window is simply a free service window for replies, not a billing unit. InfiQ applies transparent ₹ pricing (ex-GST), so the CSAT ping stays inexpensive even at high daily order volumes. Because customers reply inside the free service window, any recovery conversation you have with an unhappy customer after a '👎 Not great' tap does not add message cost on top of the initial utility send.
- Billed per delivered message at the utility rate (ex-GST)
- No per-conversation billing — that model ended on 1 July 2025
- Replies land in the free 24-hour service window
- Use the cost calculator to model your monthly delivery volume
Variations you can copy
Keep a small library of this template so you can match the moment. A trimmed one-variable version is perfect for high-throughput cloud kitchens that just need a fast pulse-check. If you want to reward feedback, an incentivised version — 'rate us and get free delivery on your next order' — must be submitted as a marketing template instead, and marketing templates require an opt-out line such as 'Reply STOP to opt out'. And a regional-language variant keeps the message authentic for customers who order in Hindi, Tamil, or Marathi.
- Shorter: 'Hi {{1}}, how was your order? Tap to rate.' — one variable, quick sends
- Incentivised (marketing category): add a reward + an opt-out line like 'Reply STOP to opt out'
- Regional language: a fully approved Hindi or Tamil clone for local audiences
Like this template? Send it live in 24 hours.
Frequently asked questions
Which WhatsApp category is this CSAT template?+
Does the customer need to opt in first?+
Do I need a marketing opt-out line in the message?+
Can I edit the wording?+
How quickly can I start sending after submitting?+
What does it cost to send?+
When should I send it after delivery?+
Can I add rating buttons?+
Start collecting ratings on WhatsApp
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