FEEDBACK AND NPS
Feedback and NPS Surveys on WhatsApp, RCS and SMS
Ask one or two clear questions where people already reply. Collect scores, spot unhappy customers early, and see results in one sheet.
QUICK ANSWER
Smart Growth AI runs feedback and NPS surveys over WhatsApp, with RCS and SMS as fallbacks. After a visit, order or class, customers get a short message with tap-to-answer buttons or a WhatsApp form. Scores and comments go to a Google Sheet or your CRM. Low scores can be routed to your team inbox so someone follows up personally.
01
Short surveys people finish
One-tap buttons and short WhatsApp forms take seconds, unlike long email survey links.
02
Unhappy customers flagged fast
Low ratings can go straight to your shared inbox, so a person replies the same day.
03
Every answer in one sheet
Scores, comments and contact details land in a Google Sheet you choose, ready to sort and review.
Feedback works best when it is easy
Most people will answer a one-tap question on WhatsApp. Far fewer will open an email, click a link and fill a ten-question form. If you want honest feedback from patients, parents, students or customers, the survey has to come to them, in the app they already use, at the right moment.
Smart Growth AI lets you send short surveys automatically after an event in your system, such as a completed appointment, a delivered order, the end of a course module or a closed support ticket.
How a survey flow works
1. Something happens in your system
A clinic marks a consultation complete. A lab releases a report. A coaching centre finishes a demo class. Your system sends a webhook to Smart Growth AI, or you upload a list.
2. WhatsApp asks one simple question
An approved template goes out a few hours later: "How likely are you to recommend us to a friend?" with tap options, or a simpler Good / Okay / Not happy. Keeping it to one tap is what gets replies.
3. Branch on the answer
- Happy: a thank-you and, where it fits, a request to leave a public review on your Google listing.
- Neutral: a short WhatsApp form asking what could be better.
- Unhappy: an apology and the chat is moved to your shared team inbox so a staff member can call or reply personally.
4. Fallback when WhatsApp is not available
If the person is not on WhatsApp, an RCS message with the same buttons can be tried on supported Android phones. A DLT-compliant SMS with a short link is the final option.
5. Results go to one place
Every score, comment and timestamp is written to a Google Sheet, or sent to your CRM via webhook/API. Managers can filter by branch, doctor, batch or product.
A voice option for some audiences
Some customers, for example elderly patients, are more comfortable with a call. A short pre-recorded voice call can ask them to press 1 if they were happy or press 2 to speak to someone. Pressing 2 can connect them to a live agent, and the key presses are recorded in your report.
Where teams use it
- Hospitals and clinics: after OPD visits, discharges or teleconsultations.
- Diagnostic labs: after home sample collection.
- Schools and coaching institutes: parent feedback after PTMs or demo classes.
- Finance teams: after a loan is disbursed or a policy is issued.
- Online stores: after delivery, paired with order updates.
Respecting people's time
Do not survey the same person after every small interaction. Space surveys out, keep them short, and make it easy to opt out. Smart Growth AI handles unsubscribe requests on WhatsApp, RCS, SMS and voice, so someone who opts out is not asked again on another channel.
Reading the results
The reporting view shows response counts and which template got more replies. If you test two different wordings, you can see which one people answered more. Over time you learn which branch, doctor or batch needs attention, using your own customers' words instead of guesses.
Set up your first survey
Tell us the moment you want to ask for feedback and the question you care about most. We help with template wording, approval and sheet setup during onboarding. Book a demo to see a survey flow live.
FAQ
Questions people ask
Can I run an NPS survey on WhatsApp?
Yes. An approved WhatsApp template can ask the standard recommend question with tap options or a short form. Each score and comment is saved to your Google Sheet or CRM, so you can calculate NPS and read comments without copying data by hand.
What happens when someone gives a low rating?
You can set low scores to move the chat into your shared team inbox and notify the right person. A staff member can then reply or call personally, which gives you a chance to fix the problem before the customer leaves or posts a public complaint.
Can we send surveys automatically after appointments or orders?
Yes. When your system marks an appointment, report, class or order as complete, it can send a webhook to Smart Growth AI. The survey message is then sent after the delay you choose, with no manual list uploads needed.
What if the customer does not use WhatsApp?
An RCS message with buttons can be tried on supported Android phones. If that is not delivered, a DLT-compliant SMS with a short link can go instead. For some audiences, a short voice call with key-press options is another option.
How often should we ask for feedback?
Keep it occasional and tied to meaningful moments, like after a consultation, a delivery or the end of a course. Asking too often lowers response rates and can annoy people. Always include an easy way to opt out.
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