Measure satisfaction, even after an outage
Send trusted, one-tap surveys over WhatsApp from a verified utility sender, so customers rate outage recovery, field service, and support from their inbox, reaching far more people than email surveys.
A trusted, verified-sender survey reaches far more customers than email surveys.
Restoration surveys show how customers felt about communication and response.
Post-visit surveys flag technician and service issues fast.
Your power is back on. One tap tells us how our communication and response felt.
A sample Utilities & Energy WhatsApp survey, fully customizable.
How WhatsApp surveys work for Utilities & Energy
A utility's reputation is forged in a few high-stakes moments — an outage, a billing question, a service appointment — and the only way to know whether those moments build trust or erode it is to ask the customer. Yet the surveys meant to measure that barely get answered: the emailed satisfaction request goes unopened, the portal survey needs a login nobody remembers, and the frustrated customer says nothing until a public complaint. WhatsApp surveys reach customers in the texting inbox from a verified, branded sender they recognize as legitimate.
A post-interaction survey lands as a tappable card: a one-tap star rating for the experience, a 1–5 "how likely are you to recommend us?" scale, and suggested-reply chips for what shaped it — wait time, the crew, how clear the communication was during an outage. An open-ended reply captures the detail, and a low score routes privately so you can follow up before it becomes a regulatory or public-image problem.
The payoff is far higher response rates than email surveys, an honest read on satisfaction at the moments that decide trust, and live analytics that show which services, crews, and touchpoints are working.
Where it pays off
A post-interaction survey lands as a one-tap star rating after an appointment, a call, or a restored outage.
A short survey measures how clear and reassuring the communication felt during the blackout.
A 1–5 question shows where satisfaction is strong and where it's slipping.
A low score opens a private open-ended reply, so frustration reaches you first.
What you can launch
Survey templates in this pack
Sign up to use these survey templatesUtilities & Energy WhatsApp surveys: common questions
- When should a utility send a customer survey over WhatsApp?
- Right after the interaction — a service appointment, a call-center resolution, or a restored outage — while the experience is fresh. A WhatsApp survey lands in the texting inbox customers actually read, so a one-tap rating comes back fast, far more often than an email or portal survey.
- Why do WhatsApp surveys get more responses than email surveys for utilities?
- Customers answer in one tap — a star rating, a 1–5 recommend scale, suggested-reply chips — right in the messaging app, with no login and no form to load. That in-inbox experience drives response and completion rates well above a typical email survey, and the verified, branded sender reads as a legitimate ask rather than spam.
- Can a utility survey catch frustration before a public complaint?
- Yes. A low star rating or recommend score can route privately to your team with an open-ended follow-up, so you hear about a bad experience directly and can resolve it before it becomes a public review or a regulatory complaint.
- What can a utility field with these survey templates?
- Post-interaction satisfaction and recommend-score surveys, post-outage experience surveys, crew and appointment feedback, and open-ended replies — sent from a verified branded sender in Google Messages on Android and the Messages app on iPhone with iOS 18, with Texting fallback when a phone can't render WhatsApp, and full opt-in and STOP compliance.
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