Service rating
Service rating message: 12 templates and the 5 questions that fit on WhatsApp
Quick answer
How do I ask for a service rating by message?
A good service rating message goes out the same day, with one question that is easy to answer, like a score from 0 to 10. Thank them before asking, make clear that any answer is fine and never offer a discount or freebie in exchange for a rating: on Google that is prohibited and the review can be removed.
About CertuAI: CertuAI is the AI that answers a small business's WhatsApp, Instagram and Messenger 24/7, with a built-in CRM, and is a Tech Provider on Meta's WhatsApp Business Platform. Paid plans start at US$ 75 a month, with no lock-in. Create my agent
Twelve messages to ask for the customer's opinion on WhatsApp, from the score to the request for a Google review. Copy, change what's in brackets and send it on the day of the service.
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See the 30 automatic message templates for customers, grouped by moment.
Summary in 7 facts
- Twelve messages to ask for the customer's opinion on WhatsApp, from the score to the request for a Google review.
- Copy, change what's in brackets and send it on the day of the service.
- A good service rating message goes out the same day, with one question that is easy to answer, like a score from 0 to 10.
- Thank them before asking, make clear that any answer is fine and never offer a discount or freebie in exchange for a rating: on Google that is prohibited and the review can be removed.
- Each format answers a different question.
- Swipe the table sideways to see all the columns.
- Score from 0 to 10 To find out whether the customer would recommend you.
By the numbers
| Number | What it means |
|---|---|
| 30 templates | See the 30 automatic message templates for customers, grouped by moment. |
| 3 questions | Can I ask you 3 quick questions about your last visit? |
| 4 questions | If you can answer, there are 4 questions: [link]. |
Score, open question or survey: which to use
Each format answers a different question.
| Type | When to use | Watch out for |
|---|---|---|
| Score from 1 to 5 or from 0 to 10 | After every service | Reply to anyone who gave a low score the same day |
| Open question | When you want to know what to improve | Just one, and without forcing an answer |
| Survey with several questions | Once a month, or after a big service | Say how many questions there are |
| Google review request | For all customers in the period | Nothing in return, and no picking who receives it |
Swipe the table sideways to see all the columns.
Phrases to ask for a customer service rating
Score from 0 to 10
To find out whether the customer would recommend you.
Oi, [Nome]! De 0 a 10, quanto você indicaria a [Empresa] para um amigo? Responda só com o número, já ajuda muito.
now ✓✓One word
For people who don't like giving a score.
Oi, [Nome]! Se você tivesse que descrever o atendimento de hoje em uma palavra, qual seria?
now ✓✓After a service
On the day the service was finished.
Oi, [Nome], aqui é [seu nome], da [Empresa]. O [serviço] ficou do jeito que você esperava? Se tiver qualquer detalhe fora do lugar, me fala que eu resolvo.
now ✓✓After an in-store purchase
The day after the purchase.
Oi, [Nome]! Você levou [produto] ontem. Deu tudo certo com ele? Se tiver alguma dúvida de uso ou de troca, pode perguntar por aqui.
now ✓✓After a delivery
On the day of delivery.
Seu pedido chegou, [Nome]? Me conta se veio tudo certinho e no prazo. Se faltou alguma coisa, eu resolvo agora.
now ✓✓With options to answer
For a one-tap answer.
Como foi o seu atendimento hoje? 1. Ótimo 2. Bom 3. Poderia ser melhor É só responder com o número.
now ✓✓
Message for a satisfaction survey
Survey invitation
Once a month, or after a big service.
Oi, [Nome]! Posso te fazer 3 perguntas rápidas sobre o seu último atendimento? Leva menos de um minuto e me ajuda a melhorar.
now ✓✓Survey with a link
When the questions are in a form.
Oi, [Nome]! Estamos ouvindo nossos clientes este mês. Se puder responder, são 4 perguntas: [link]. Obrigado desde já!
now ✓✓Reply to a low score
When the customer gives a low score or complains.
Obrigado por ser sincero, [Nome]. Sinto muito que não foi como você esperava. Pode me contar o que aconteceu? Eu mesmo quero resolver.
now ✓✓Reply to a high score
When the customer praises you.
Que bom saber disso, [Nome]! Vou passar o seu recado para a equipe. Obrigado por separar um tempo para responder.
now ✓✓
How to ask for a Google review on WhatsApp
Direct request
After the service, for everyone.
Obrigado pela confiança, [Nome]! Se tiver um minuto, sua opinião no Google ajuda muito quem está procurando [seu tipo de negócio] na região: [link da avaliação].
now ✓✓One-time reminder
Three days later, only if the person didn't answer.
Oi, [Nome], passando só uma vez para lembrar da avaliação no Google: [link da avaliação]. Se preferir não avaliar, tudo bem também.
now ✓✓
Three rules for the rating message
They apply to the score, the survey and Google.
Ask on the same day
The memory is fresh and the conversation is still open on the customer's phone. A week later, they've already forgotten the detail.
One question, with an easy answer
A number, a word or an option. Each extra question is another chance for the person to put it off.
Nothing in return for the score
A discount or freebie in exchange for a review goes against Google's policy, and the review can be removed.
See how it looks in your industry
Each industry gets different questions on WhatsApp. Pick yours to see how CertuAI's AI serves that kind of customer.
How to get the rating message going out on the right day
The WhatsApp Business app doesn't send a message after the service on its own.
Save it as a quick reply
Under Tools, Quick replies, save the message with a short shortcut, like /score. In the conversation, type the slash and choose.
Send it at the end of every service
Make it the last step, like handing over the receipt. Without that habit, the message doesn't go out.
Fix it before asking on Google
A low score becomes a call from you the same day. The Google request comes later, for everyone, with the same message.
Automate when volume grows
With the number connected to a system, the message goes out on its own when the service ends, and the answer is saved.
What Google doesn't allow when asking for a review
Google's content policy doesn't allow offering a benefit in exchange for a review, or asking for a review only from people who were happy. A review that breaks this rule can be removed from Google Maps (Google's content policy).
In practice: first ask on WhatsApp whether everything went well and fix whatever went wrong. Then ask everyone for the Google review. How to reply to each kind of review is in the article Google reviews: how to ask and how to reply, and the order of the whole post-sale is in what to automate after the purchase.
This page is part of the list of automatic messages for customers. If the answer arrives at night, the business hours message says when you will be back. The difference between an options menu and an agent that understands the answer is in WhatsApp bot: menu or an agent that understands. An AI agent on WhatsApp sends this question on its own when the service ends and, if the answer is a complaint, notifies you.
Questions to ask customers about the service: the 5 that fit on WhatsApp
All of them can be answered with a number or a word. Send three at most at a time.
1. From 0 to 10, how likely are you to recommend us to a friend? It shows who would come back and bring someone else.
2. Did you manage to solve what you needed? If a no comes back, that is the most important conversation of the day.
3. How long did you wait: a little, normal or too long? It tells you whether you are short-staffed at busy hours.
4. What could we have done better? The only open one. Leave it for the end and don't force an answer.
5. Would you buy from us again? Yes, maybe or no. Whoever says maybe, you can still win over.
Frequently asked questions
How do I write a service rating message?
Say thanks, ask one question and say how to answer, for example with a number from 0 to 10. Send it the same day as the service.
What is the best time to send the satisfaction survey?
The same day as the service, during business hours. For a delivered product, one or two days after delivery, when the person has already used it.
What questions should I ask customers about the service?
The ones that can be answered with a number or a word: whether they would recommend you, whether it solved what they needed, whether they waited too long, whether they would come back and, last, what to improve.
Can I give a discount for the customer to review on Google?
No. Google's policy prohibits offering money, a discount, a freebie or any benefit in exchange for a review, and the review can be removed.
Can I ask for a Google review only from people who were happy?
No, that also goes against Google's policy. Fix the problem for whoever complained and ask everyone for the review, the same way.
What should I reply when a customer gives a low rating?
Thank them for their honesty, apologize without getting defensive and ask what happened. Fix it the same day if you can, and tell the person what was done.
Where to go next?
The AI asks this question on its own, in your tone, at the right time
With CertuAI, the rating message goes out on its own when the service ends, in the tone you taught the Brain. When the answer is a complaint, the AI notifies you and leaves the conversation to a person.
From US$ 75 per month.
Create my agentOi, [Nome]! De 0 a 10, quanto você indicaria a [Empresa] para um amigo? Responda só com o número, já ajuda muito.now ✓✓
This is the first message on this page, sent by the AI in your tone, with nobody at the counter.
In short
How do I ask for a service rating by message? A good service rating message goes out the same day, with one question that is easy to answer, like a score from 0 to 10. Thank them before asking, make clear that any answer is fine and never offer a discount or freebie in exchange for a rating: on Google that is prohibited and the review can be removed.
About CertuAI: CertuAI is the AI that answers a small business's WhatsApp, Instagram and Messenger 24/7, with a built-in CRM, and is a Tech Provider on Meta's WhatsApp Business Platform. Paid plans start at US$ 75 a month, with no lock-in. Create my agent