Feedback & CSAT WhatsApp Template for Professional Services
A ready-to-send, Meta-compliant WhatsApp feedback and CSAT template built for Indian professional services firms — agencies, consultants, CAs, clinics, law and design practices, and other appointment- or engagement-led businesses. It captures a satisfaction rating the moment a job wraps, while the experience is still fresh, using tappable buttons so the client answers in a single tap instead of typing. Copy the body below, plug in your two variables, submit it as a Utility template, and start collecting CSAT scores over the channel your clients already read.
Variables
{{1}}= Ananya{{2}}= your Q1 GST filing
Verified business
10:24
Preview · as customers see it
When to send this CSAT template
Timing is what separates a template that earns a 40%+ response rate from one that gets ignored. Send this immediately after a service milestone completes — the appointment ends, the deliverable ships, the case closes, the invoice is settled — so the interaction is anchored to a real, recent action the client remembers. That anchoring is also what keeps it inside the Utility category. For professional services the sweet spot is usually within a few hours of completion; wait too long and recall fades, send it mid-engagement and it reads as premature. Trigger it automatically off a status change in your CRM or practice-management tool so no rating request slips through the cracks.
- Right after a consultation, appointment or session ends
- On project or deliverable completion / sign-off
- When a support ticket or case is resolved
- Following invoice payment or engagement closure
- Not during an active engagement — that reads as premature
Personalisation that makes it feel 1:1
The two variables do the heavy lifting. {{1}} carries the client's first name, and {{2}} names the specific service, engagement or deliverable — 'your Q1 GST filing', 'yesterday's design review', 'your consultation with Dr. Mehta'. Referencing the exact work turns a generic blast into a message that reads like a colleague following up personally, which is precisely what lifts response rates. Keep {{2}} concrete and human; avoid internal job codes or ticket IDs that mean nothing to the client. Because professional services clients are relationship-led, this specificity matters more here than in high-volume retail — one well-worded CSAT prompt can strengthen the relationship even before they tap a button.
- {{1}} = client first name, never a full record ID
- {{2}} = the specific service or deliverable in plain language
- Match sender name and phone to the person or firm they worked with
- Localise the wording for Hindi or regional-language clients
Turning taps into a CSAT score you can act on
The three quick-reply buttons map cleanly to a satisfaction scale: Great = satisfied/promoter, Okay = neutral, Poor = detractor. Log each tap against the client and the engagement so you can compute a rolling CSAT percentage, spot which service lines or team members trend low, and route the 'Poor' responses straight to a partner or account owner for a same-day recovery call. That closed loop — measure, flag, follow up — is where the real value sits; the template is just the collection layer. Pair a 'Poor' tap with an automated apology and a callback offer, and a 'Great' tap with an optional review invite (kept as a separate, opt-in step so this template stays cleanly Utility).
- Great / Okay / Poor mapped to a simple 3-point CSAT scale
- Flag 'Poor' taps for immediate human follow-up
- Track CSAT by service line, location or team member over time
- Keep any review or referral ask as a separate opt-in message
Getting it approved as a Utility template
Submit this as Utility, not Marketing. It qualifies because it is transactional and tied to a specific completed action — you are following up on a service the client actually received, not promoting anything. Keep the body strictly informational: the moment you add a discount, an upsell, or 'book your next session and save', it becomes Marketing, which bills at the higher marketing rate and is more likely to be rejected if mislabelled. Provide realistic sample values for both variables at submission (Meta reviews with your samples), keep buttons to plain quick replies, and avoid promotional emojis or ALL-CAPS urgency. Approval is typically quick — often within a day — after which you can send instantly through InfiQ.
- Category: Utility (transactional, tied to a completed service)
- No offers, discounts or upsells in the body — that forces Marketing
- Supply real sample values for {{1}} and {{2}} on submission
- Consent still applies even for utility — send only to opted-in clients
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 sends at the Utility rate — the lower band versus Marketing — and the free 24-hour service window means that if a client replies, your follow-up handling within that window carries no extra template charge. You pay Meta's live utility rate plus InfiQ's transparent ₹ pricing (ex-GST) on top, with no per-conversation surprises. For a professional-services firm sending a few hundred to a few thousand CSAT prompts a month, the utility rate keeps this one of the cheapest high-signal touchpoints you can run — a single recovered client from a flagged 'Poor' tap typically pays for months of sends.
- Billed per delivered message at the Utility rate (post-1 July 2025 model)
- 24-hour service window covers your in-window reply handling for free
- Meta's live utility rate + InfiQ transparent ₹ pricing, ex-GST
- Slide your monthly volume through the cost calculator to size it
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