WhatsApp Feedback Surveys Saved to Google Sheets or Airtable
A WhatsApp feedback survey asks a customer how a visit, order or support conversation went, in the chat they already use. AeroChat asks the questions, follows up on the answer, saves the score and comment to Google Sheets or Airtable, and passes unhappy customers to a person on your team.
What happens today
Most businesses send a survey link by email and get very few answers back. The few that come in sit in a survey tool that nobody on the front line checks.
When a customer complains in a WhatsApp reply, the message lands with whoever holds the phone. It gets answered late or not at all, and it never makes it into the record of how the month went.
How it runs on WhatsApp
- The request goes out at a natural point. AeroChat asks at the end of a support conversation it has just finished, or you send the request as a WhatsApp broadcast to opted-in customers who visited or ordered that week (Growth and up).
- The customer replies with a score from 1 to 5. AeroChat asks one follow-up question in the customer’s language. Voice notes are transcribed, so a spoken answer counts too.
- AeroChat looks the customer up in your Google Sheet or Airtable base by phone number to find the visit or order. If there is no number, it asks for their email or booking reference.
- It writes a row with the date, the customer, the visit or order, the score, the comment and the channel.
- For a score of 1 or 2, or any complaint, it tells the customer someone from the team will reply and hands the conversation to a person with a short summary.
- For a score of 4 or 5, it thanks them and can ask for a public review.
The recipe
Copy this into AeroChat
When a customer replies to our feedback request, or when a support conversation is resolved, run our feedback survey. Then follow these steps.
- Ask: “How would you rate your visit with us, from 1 to 5?” (example wording).
- Ask one follow-up question: “What is the one thing we could do better?” for scores of 1 to 3, or “What did you like most?” for 4 or 5.
- Find the customer in the Google Sheet “Visits 2026” (example) by phone number. If there is no phone number, ask for their email or booking reference.
- Add a row to the sheet “Feedback” (example) with today’s date, the customer’s name, the visit date, the branch, the score, their comment and the channel.
- If the score is 1 or 2, or they describe a problem, say: “Thank you for telling us. Our manager will message you today.” Then hand the conversation to the branch manager (example) with the score and a one-line summary.
- If the score is 4 or 5, thank them and send our review link.
Ask no more than two questions. Do not offer refunds or discounts. Reply in the customer’s language.
Connect the systems behind it
- Google Sheets: holds your visits or orders and the feedback log. Connect a Google account and AeroChat reads and writes rows.
- Airtable: the same job for teams that keep customers and visits in an Airtable base, with the score linked to the customer record.
- HubSpot: adds the score and comment as a note on the contact, so sales and account managers see it.
- Square: finds the customer and their last visit or purchase, so the feedback is tied to a real transaction.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What it costs on WhatsApp
Asking at the end of a conversation the customer started needs no template. A request sent later as a broadcast goes out as a marketing template, which is charged per message with no free allowance. The customer’s answers cost nothing, and AeroChat’s follow-up replies are service messages, free up to 1,000 a month per business phone number and then charged per message. Rates vary by country and are set in Meta’s rate cards. AeroChat passes Meta’s WhatsApp fees through at cost, and a two-question survey keeps the number of replies low.
Also on Instagram, Messenger, TikTok and web chat
The same feedback workflow runs on Instagram, Facebook Messenger, TikTok (DMs and TikTok Shop buyer chat), Telegram, web chat and email, with the same Google Sheets, Airtable or HubSpot connection behind it.
Who uses it
- Spas and wellness centres checking in after a treatment.
- Hotels catching a problem while the guest is still on site.
- Restaurants and caterers asking how an event or delivery went.
- Dental clinics following up after an appointment.
Questions
How do I run a customer survey on WhatsApp?
Write the questions you want to ask, paste a recipe like the one above into AeroChat, and connect the sheet or base where answers should go. AeroChat asks the questions, saves each answer and hands complaints to your team.
Can I send a WhatsApp survey to customers who have not messaged me?
Yes, if they opted in to hear from you on WhatsApp. Outside the 24-hour window that opens with the customer’s last message, you can only send an approved template. Once the customer replies, the window opens and AeroChat can carry on the conversation freely.
What does a WhatsApp survey cost?
The customer’s replies are free. Your replies inside the window are service messages, free up to 1,000 a month per business phone number and then charged per message. A survey sent as a broadcast is a marketing template, charged per message. Workflows via Skills are on every plan, Free included. Broadcasts are on Growth and up.
What happens when someone leaves a bad score?
AeroChat tells the customer that a person will reply, then hands the conversation to the person you name, with the score and a short summary. It does not offer refunds or vouchers unless your recipe allows it.
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On Shopify? Install AeroChat from the Shopify App Store.
Related: complaint handling and review requests.