Customer Satisfaction Survey Questions for Chat: CSAT, NPS and CES Templates

The best customer satisfaction survey questions are short, specific and asked right after the moment you want to measure. For chat, that usually means one rating question (“How satisfied are you with the help you received today?”) plus one open follow-up (“What could we have done better?”). Add a Net Promoter Score (NPS) question for overall loyalty or a Customer Effort Score (CES) question for ease, but only when you will act on the answer.

Below you will find 40 ready-to-use questions grouped by goal, copy-paste templates for WhatsApp, Instagram and live chat, how to calculate each score, and how to automate the whole thing so every unhappy customer gets a response.

CSAT vs NPS vs CES: which survey should you use?

	CSAT	NPS	CES
Measures	Satisfaction with one interaction	Loyalty and likelihood to recommend	How easy it was to get something done
Typical question	”How satisfied are you with…?"	"How likely are you to recommend us…?"	"How easy was it to…?”
Scale	1-5 (or emoji/stars)	0-10	1-5 or 1-7 agreement
When to send	Right after a chat, delivery or booking	Every few months, or after onboarding	After a task: return, setup, payment
Calculation	% of 4 and 5 answers	% promoters (9-10) minus % detractors (0-6)	Average score or % “easy”
Best for	Support quality, agent coaching	Brand health, churn risk	Finding friction in processes

If you are only starting, use CSAT after support conversations. It is easy to answer, easy to calculate and directly tied to something your team can improve. The CSAT and NPS glossary entries cover the definitions in more detail.

How to calculate CSAT, NPS and CES

CSAT

CSAT (%) = (responses rated 4 or 5 / total responses) × 100
Example: 170 / 200 × 100 = 85%

NPS

NPS = % promoters (9-10) − % detractors (0-6)
Example: 300 responses: 150 promoters (50%), 90 passives, 60 detractors (20%)
NPS = 50 − 20 = 30

NPS ranges from −100 to +100. Passives (7-8) count in the total but not in either group.

CES

CES = sum of scores / number of responses
Example on a 1-7 scale: 1,080 / 200 = 5.4

40 customer satisfaction survey questions by goal

CSAT questions after a support chat

1. How satisfied are you with the help you received today?
2. Did we solve your problem?
3. How would you rate your conversation with {{agent_name}}?
4. How satisfied are you with how quickly we replied?
5. Was the answer clear and easy to follow?
6. Did you have to repeat any information during this chat?
7. How well did our assistant understand your question?
8. Was it easy to reach a person when you needed one?

CSAT questions after a purchase or delivery

9. How satisfied are you with your order?
10. Did your order arrive on time?
11. Did the product match its description?
12. How would you rate the packaging?
13. How satisfied are you with the checkout process?
14. How easy was it to track your order?

CSAT questions after a booking or visit

15. How satisfied are you with your appointment today?
16. Was booking your appointment easy?
17. Did we start on time?
18. How would you rate the staff who looked after you?
19. Did the visit meet your expectations?
20. How likely are you to book with us again?

NPS and loyalty questions

21. On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?
22. What is the main reason for your score?
23. What is one thing we could do to earn a higher score?
24. What do you value most about working with us?
25. If you could no longer use our service, what would you use instead?
26. How likely are you to buy from us again in the next three months?

Customer effort (CES) questions

27. How easy was it to get your issue resolved today?
28. “The company made it easy for me to handle my request.” Do you agree?
29. How many times did you contact us about this issue?
30. How easy was it to find the information you needed?
31. How easy was it to complete your return?
32. How easy was the payment process?

Open follow-up questions

33. What could we have done better?
34. What did you like most about this conversation?
35. Is there anything we didn’t answer?
36. What almost stopped you from buying today?
37. What should we improve first?
38. Anything else you’d like to tell the team?
39. May we contact you about your feedback?
40. Would you like to talk to a manager about this?

Ready-to-send chat survey templates

Chat surveys work best as a two-step exchange: a one-tap rating, then a follow-up that depends on the score.

WhatsApp CSAT after a support chat

Your request about {{1}} is now closed. How satisfied are you with the help you received?

[Very satisfied] [Okay] [Not satisfied]

Follow-up for a low score:

Sorry we didn’t get this right. What went wrong? A team lead reads every reply and will get back to you today.

Follow-up for a high score:

Thank you, that’s great to hear. Is there anything we could make even better next time?

NPS on WhatsApp

On a scale of 0 to 10, how likely are you to recommend us to a friend? Tap “Rate us” to answer.

Because the scale has 11 options, collect the score in a short WhatsApp Flow (or ask for a reply with a number), then ask: “What is the main reason for your score?”

Instagram DM after an order question

Thanks for chatting with us! Quick question: how easy was it to get your answer today? [Very easy] [Somewhat easy] [Difficult]

Live chat (website) after the agent closes the chat

Before you go: did we solve your problem today?
[Yes] [Partly] [No]

For more message ideas you can adapt to surveys, see WhatsApp template message examples and Instagram DM templates and quick replies.

Best practices for chat surveys that people answer

• Send at the right moment. Right after the conversation is closed, while the experience is fresh. For deliveries, wait until the order has arrived.
• Ask one thing first. Lead with the rating; most people answer one tap but skip a long form.
• Use buttons, not “reply with a number”. Tapping is faster and gives clean data.
• Branch on the score. Ask unhappy customers what went wrong and happy ones what they liked. The same question for both wastes the moment.
• Close the loop. If someone rates you low, a person should reply. A survey that leads nowhere teaches customers to ignore the next one.
• Do not survey too often. One survey per resolved conversation, and NPS a few times a year at most.
• Keep surveys and promotions apart. A discount code inside a satisfaction survey biases the answers and, on WhatsApp, turns the message into a marketing template.

WhatsApp rules for satisfaction surveys

Surveys on WhatsApp follow the same rules as any business message.

Inside the 24-hour window. If the customer messaged you in the last 24 hours, you can send the survey as a normal (service) message. Since October 1, 2026, Meta charges service messages per message at the market’s utility rate, after the first 1,000 per business phone number each month. Using the rates in MonoChat’s bulk messaging cost calculator, 1,000 surveys sent inside the window, once that free tier is used up, cost about $22.00 to the United Kingdom ($0.022 each) or $1.40 to India ($0.0014 each). Conversations that started from a Click-to-WhatsApp ad and are still inside their free entry point window (up to 7 days) are free of delivery charges.

Outside the 24-hour window. You need an approved template. Meta’s categorization guidelines say a feedback request can be a utility template when it asks about a specific order, transaction or interaction. A general survey, or one that includes promotional content, is treated as marketing, which costs more and counts toward the per-user marketing limits WhatsApp may apply.

Utility-friendly: "Your order {{1}} was delivered today. How was everything?"
Marketing: "Tell us what you think and get 10% off your next order!"

Always. Only message people who opted in, and stop when they ask you to.

How to automate CSAT surveys in MonoChat

MonoChat’s CSAT survey automation sends a survey through the same channel the customer used, whether that is WhatsApp, Instagram, Facebook Messenger, web chat or another connected channel, when a conversation, call or ticket is closed.

1. Trigger on close. When an agent or the AI assistant resolves a conversation, the survey goes out automatically.
2. Collect the rating with buttons. Customers answer with one tap; comments are collected in the same chat.
3. Use a Flow for longer surveys. For CSAT, NPS and multi-step feedback, a WhatsApp Flow opens a short form inside the chat and returns structured answers.
4. Sync the answers. Responses can go to your CRM, helpdesk or internal systems through MonoChat integrations.

Turn low scores into recovery workflows

A survey is only useful if something happens next. In MonoChat’s no-code workflow automation builder you can:

• Route every low score to a team lead or manager in the shared team inbox, with the original conversation attached
• Send a recovery message and open a follow-up task when a customer reports a problem
• Tag happy customers so you can invite them to leave a review later
• Track CSAT trends, sentiment, issue categories and team performance signals in analytics

For the bigger picture of running support on WhatsApp, read WhatsApp customer service at scale. You can try MonoChat on the free Basic plan (one agent, one channel) at app.monochat.ai; team plans are on the pricing page.

Sources

• Template categorization (feedback surveys)
• WhatsApp Business Platform pricing
• Upcoming pricing updates for service and utility messages
• Per-user marketing template message limits
• WhatsApp Business Messaging Policy