CSAT Feedback WhatsApp Template for Healthcare

How to personalise it (and why it matters)

A CSAT ask reads as respectful and specific when the patient can see exactly which interaction you mean. This template uses three variables so every send feels like a 1:1 message from their provider, not an anonymous survey blast. {{1}} carries the patient or attendant's name, {{2}} names your clinic, lab or pharmacy, and {{3}} pins the message to the precise service and date — 'blood test on 6 Jul', 'consultation with Dr. Rao', 'insulin refill'. That specificity lifts response rates and, just as importantly, tells you what the rating is actually about, so a low score is instantly traceable to the right department. Keep every variable factual: healthcare templates are held to a higher bar, and vague or promotional-sounding merge fields are the most common reason a utility submission slips into the marketing bucket.

• Use the patient's first name, not 'Dear customer'
• Name a specific service and date in {{3}} for traceability
• Never insert an offer, discount or campaign line into any variable
• Match the sender name to the WhatsApp Business display name on file

Getting it approved as Utility

Submit this template under the Utility category, because it is transactional and tied to a completed action. The single most important rule: keep it strictly informational and feedback-focused. The instant you add a coupon, a 'book your next appointment and save' line, or any promotional hook, Meta reclassifies it as marketing — which costs more per message, requires an opt-out line, and often triggers rejection when mixed with health context. Provide realistic sample values for all three variables at submission (Meta reviews the rendered message, not just the skeleton), keep the tone neutral, and avoid making medical claims. Quick-reply rating buttons are fully allowed in utility templates and don't change the category. With InfiQ's template management you draft, submit and track approval status in one place, and most healthcare CSAT templates clear within a day.

• Category: Utility — do not mix in offers or CTAs to buy
• Fill in sample values for {{1}}, {{2}} and {{3}} before submitting
• Avoid medical advice or outcome claims in the body
• Quick-reply buttons are allowed and keep it in utility

What it costs to send

Since Meta moved off per-conversation billing on 1 July 2025, WhatsApp charges per delivered message by category. This CSAT template is a utility message, so each delivered send bills at Meta's live utility rate — one of the lowest on the rate card — plus InfiQ's transparent ₹ platform pricing on top, all quoted ex-GST. Sending inside the free 24-hour service window doesn't create a separate billable conversation the way the old model did; you simply pay the utility per-message rate when the message is delivered. For a typical clinic or lab, that makes routine satisfaction measurement genuinely affordable at scale, and the button taps flow straight back as structured responses you can route to the right team.

Variations you can copy

One template rarely fits every touchpoint, so keep a small set ready. A shorter version drops {{3}} and asks the bare question for high-volume, low-context sends like pharmacy pickups. A follow-up NPS-style variant swaps the three buttons for a link or a 1–5 flow when you want a numeric score you can trend over time. And because a large share of Indian patients prefer their own language, a regional version in Hindi, Tamil, Telugu or Marathi almost always lifts response rates — each language variant is submitted and approved as its own template, so build them once and reuse across every relevant location.

• Shorter: drop {{3}} for quick, high-volume sends
• NPS variant: swap buttons for a 1–5 numeric flow
• Regional: Hindi or your patients' language, submitted separately
• Department-tagged: tailor {{2}}/{{3}} per clinic, lab or pharmacy