Feedback & CSAT WhatsApp Template for Logistics
Every delivery is a moment of truth, and the hour after the parcel lands is when your customer's opinion is freshest and most honest. This ready-to-use, Meta-compliant WhatsApp CSAT template lets Indian logistics and last-mile businesses capture that satisfaction score with a single tap — no survey link, no login, no forgotten email. It ships as a utility template tied to a completed delivery, so it reads as a genuine 1:1 follow-up rather than a blast. Copy the message below, drop in your two variables, submit for approval, and start collecting structured feedback the same day through InfiQ.
Variables
{{1}}= Ramesh{{2}}= #SHP-48219 (2 items)
Verified business
10:24
Preview · as customers see it
When to use this CSAT template
Fire this template the moment a shipment is marked delivered by your carrier or driver app — ideally within the first two hours, while the experience is still fresh. Because it is tied to a real, completed action (the delivery), it qualifies as a utility template rather than marketing, which keeps it cheaper to send and easier to approve. It works best for last-mile and courier operations, D2C fulfilment, hyperlocal and quick-commerce drops, B2B freight handovers, and returns pickups where a single satisfaction signal per event tells you whether the run went well. Keep it to one CSAT ask per delivery event so you are measuring a specific interaction, not bombarding the customer.
- Last-mile courier and parcel delivery confirmations
- D2C and e-commerce order fulfilment
- Quick-commerce and hyperlocal drop-offs
- B2B freight and consignment handovers
- Reverse logistics — returns and pickups
How the quick-reply buttons drive response rates
The three quick-reply buttons — Great, Okay, Poor — are the whole point of this template. A tap is frictionless compared to a rating link that opens a browser, so response rates on in-chat buttons run far ahead of external CSAT surveys. Each button press comes back to your system as a structured payload you can route instantly: a Great tap can trigger a thank-you and a review nudge, while a Poor tap can open a ticket and alert your support team before the customer churns. This closed loop turns a passive satisfaction score into an active recovery workflow. If you need more granularity, swap the three buttons for a numeric 1-to-5 or a Net Promoter style 0-to-10 grid, but three options usually maximise completion for a delivery rating.
- One tap replies — no link, no browser, no login
- Button payloads route to your CRM or helpdesk automatically
- Negative ratings can auto-open a support ticket for recovery
- Positive ratings can trigger a review or referral follow-up
Personalisation that keeps it feeling 1:1
Two variables do the heavy lifting here. Variable {{1}} carries the customer's first name so the message opens like a person wrote it, and {{2}} carries the specific shipment or order reference — for example the AWB number, order ID, or a short item summary — so there is zero ambiguity about which delivery you are asking about. Pulling {{2}} straight from your order management or courier system also proves the message is transactional, which is exactly what reviewers want to see in a utility submission. Resist the urge to stuff a discount code or a 'shop again' line into the body: that single addition reclassifies the message as marketing, which changes the billing category and invites rejection. Keep it purely about the delivery just completed.
- {{1}} — customer first name for a genuine 1:1 tone
- {{2}} — AWB / order ID / short item summary to remove ambiguity
- Pull variables from your OMS or carrier feed to prove it is transactional
- No offers, coupons or upsells in the body — that makes it marketing
Getting it approved as a utility template
Submit this template under the Utility category and keep the language strictly informational and tied to the delivery event. Provide realistic sample values for both variables when you submit — Meta's review looks at the filled-out message, and vague placeholders slow approval. Avoid promotional phrasing, emojis-as-marketing, or any call to buy; a plain rating ask reads cleanly as utility. If a version is rejected, read the reason, adjust the wording within utility rules, and re-submit — most edits clear within a day. InfiQ's template management console shows live approval status, keeps your variable samples on file, and lets you clone this into regional-language variants without starting from scratch.
- Choose Utility, not Marketing, at submission
- Supply real sample values for {{1}} and {{2}}
- Strip any promotional or purchase language
- Re-submit quickly if rejected — most edits pass within a day
What it costs to send
This template bills at the delivered utility message rate. Since Meta moved off per-conversation billing on 1 July 2025, WhatsApp charges per delivered message by category, so each CSAT send is priced as one delivered utility message — there is no 24-hour bundling of cost. The 24-hour window still matters, but only as a free customer-service window for un-templated replies; it is not the billing unit. Because delivery is a moment your customer already expects contact, opt-in friction is low and volumes are predictable, which makes CSAT one of the most cost-efficient utility use cases to run at scale. InfiQ applies transparent ₹ pricing (ex-GST), so you can forecast the exact per-message spend before you switch it on.
- Priced per delivered utility message, not per conversation
- Meta ended per-conversation billing on 1 July 2025
- The 24-hour window is a free service window, not a billing unit
- Transparent ₹ pricing, ex-GST
Like this template? Send it live in 24 hours.
Frequently asked questions
Which category should I submit this CSAT template under?+
Do I need opt-out language in this template?+
How quickly can I start sending after submitting?+
Can I change the buttons or add more rating options?+
What happens when a customer taps a button?+
How is this template billed?+
Can I run this in Hindi or other regional languages?+
When is the best moment to send it?+
Turn every delivery into a rating you can act on
Approve this utility CSAT template in a day and start collecting one-tap satisfaction scores on every delivery — book a demo and see it live in your logistics flow with InfiQ.