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.
Variables
{{1}}= Priya{{2}}= the Saturday health camp at Ward 12
Verified business
10:24
Preview · as customers see it
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.
Like this template? Send it live in 24 hours.
Frequently asked questions
Which category should I submit this as?+
Do beneficiaries need to opt in first?+
Can I change the wording or add my logo header?+
How much does one message cost?+
How soon can I start sending after setup?+
Can I run it in Hindi or a regional language?+
What happens when someone taps 'Needs work'?+
Is this the same as a donor feedback survey?+
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.