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Feedback / CSAT WhatsApp Template for Nonprofits

When someone attends your camp, receives a grant, completes a training, or is helped by your helpline, that moment is your best window to learn how you did — and WhatsApp is where they already are. This is a ready-to-use, Meta-compliant CSAT (customer satisfaction) feedback template built specifically for Indian nonprofits, NGOs and social enterprises. It ships with the correct category, sensible variables and quick-tap rating buttons, so a beneficiary or donor can respond in one thumb-press. Copy it, swap in your organisation's context, get it approved, and start collecting structured feedback — usually within a day of setup on InfiQ.

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Variables

{{1}}
Priya
{{2}}
the Saturday health camp at Ward 12

Template at a glance

Utility (transactional feedback)
Category
{{1}} name · {{2}} programme / service
Variables
3 quick-reply rating buttons
Buttons
Not required (utility, not marketing)
Opt-out line
Usually within a day
Typical approval
Within 24h of the interaction
Best sent

Template at a glance

A utility-category WhatsApp template that asks a beneficiary or donor to rate a recent interaction with your nonprofit, using name and service variables plus one-tap rating buttons — approvable in about a day on InfiQ.

When to send this CSAT template

Timing decides whether a feedback request feels caring or annoying. Send this template while the experience is still fresh — ideally within 24 hours of the touchpoint, and no later than a couple of days. For a nonprofit the natural triggers are specific and easy to instrument: the close of a health or eye camp, the disbursal of a scholarship or relief kit, the last session of a skills-training batch, the resolution of a helpline case, or the day after an event or donor visit. Because it is tied to a real, recent interaction the beneficiary took part in, it reads as a genuine follow-up rather than a broadcast. Avoid firing it during a live crisis response or immediately after a bereavement-related service, where a rating prompt would land wrong — hold those for a warmer, human check-in instead.

  • After a camp, workshop or training session closes
  • On disbursal of a grant, scholarship, ration or relief kit
  • When a helpline or grievance case is marked resolved
  • The day after a donor visit, field trip or fundraising event
  • At programme milestones — end of a cohort, quarter or intervention

Personalise it so it reads 1:1

The two variables do real work. {{1}} carries the person's name so the message opens like a note from a coordinator they met, and {{2}} names the exact programme, camp or service — 'the Saturday health camp at Ward 12', 'your Tailoring Batch 7 training', 'the scholarship for the 2025–26 year'. Specificity is what turns a generic survey into something a beneficiary actually answers. Match the language to the region too: a Hindi, Marathi, Tamil or Bengali version of the same body will almost always lift response rates over English for grassroots programmes. Keep the three buttons short and unambiguous so the rating is a single tap; you can route each reply into your own logic — a 'Needs work' tap can hand off to a human, while 'Great' can gently invite a testimonial or a repeat visit.

Why utility is the right category

WhatsApp categorises this as Utility because it is a transactional follow-up tied to a specific action the recipient took — attending, receiving, completing, or contacting. That matters practically: keep the wording strictly informational and about the interaction, and it stays in the cheaper utility lane and clears approval quickly. The moment you bolt on a fundraising ask, a donation link with an incentive, or a promotional message about an upcoming appeal, Meta will reclassify it as Marketing — which changes the rate card and the rules. Keep those goals in a separate marketing template with its own opt-out line. This one has a single job: measure satisfaction.

  • Tie every send to a concrete, recent interaction
  • Stay informational — no fundraising pitch or promo link
  • Provide realistic sample values for {{1}} and {{2}} at submission
  • Keep buttons as neutral ratings, not calls to donate

Getting it approved on the first try

Submit the template with the category set to Utility and fill in sample values that mirror real usage, because Meta's reviewers judge the template by how the filled-in version reads, not just the raw {{1}}/{{2}} skeleton. Ambiguous placeholders like a bare {{1}} at the start of a sentence are a common rejection reason, so anchor each variable with surrounding context. Avoid link-heavy bodies, all-caps urgency, or anything that resembles a promotion. If you plan regional-language variants, submit each as its own template — they are approved individually. Consent still applies even for utility messages: you should be messaging people who gave a number and a reasonable expectation of being contacted about the programme they engaged with.

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 — the cheapest tier alongside authentication, and well below marketing. On InfiQ you pay transparent ₹ pricing (ex-GST), so a feedback programme across a few thousand beneficiaries a month stays predictable and easy to budget from grant funds. The one-tap replies keep you inside the free 24-hour service window for any human follow-up, so a coordinator can respond to a low rating at no extra messaging cost. Use the pricing page to model your monthly volume before you commit.

Ready to send this one?

Open it in InfiQ with the body, variables and buttons already filled in. Pick a name, submit for approval, and you can be live on the official WhatsApp Business API in about 2 hours.

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Frequently asked questions

Which category should I submit this as?+
Utility. It is a transactional follow-up tied to a real interaction the person had with your organisation — a camp, a disbursal, a resolved case — so it belongs in the utility category, not marketing.
Do beneficiaries need to opt in first?+
Consent still applies. You should message people who shared their number and reasonably expect to hear from you about the programme they took part in. Utility templates don't need a marketing opt-out line, but honest opt-in remains the standard.
Can I change the wording or add my logo header?+
Yes. You can edit the body, add a header and tweak the buttons, but keep it strictly informational to stay in the utility category, then re-submit for approval. Adding a fundraising ask will reclassify it as marketing.
How much does one message cost?+
It bills at the utility per-delivered-message rate, the cheapest tier along with authentication. On InfiQ that's transparent ₹ pricing, ex-GST — see the pricing page to model your monthly volume.
How soon can I start sending after setup?+
Once the template is approved — usually within a day — you can send instantly through InfiQ to anyone in your contact list with valid consent.
Can I run it in Hindi or a regional language?+
Yes, and you should for grassroots programmes. Create a separate template for each language; Meta approves them individually, and native-language versions typically get far higher response rates.
What happens when someone taps 'Needs work'?+
You can route each button reply in your own flow — for example, hand a low rating to a human coordinator who can follow up within the free 24-hour service window, at no extra messaging cost.
Is this the same as a donor feedback survey?+
The structure works for donors too — swap {{2}} to name the event or visit. Just keep it purely about their experience; the moment you add an appeal or donation incentive it becomes a marketing template and needs an opt-out line.

Templates that pair with this one

Same category, different moment in the journey — most teams approve two or three of these together.

Launch your CSAT template this week

Set it up on InfiQ, get utility approval in about a day, and start turning every camp, grant and helpline call into feedback you can act on — with transparent ₹ pricing and full BSUID ownership.

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