Two-way SMS feedback
Customers reply directly in the text conversation with a rating, short reason, or comment.
SMS & WhatsApp feedback
SMS and WhatsApp Feedback for Text Surveys and Two-Way Replies
Reach customers on the messaging app they already use. Collect two-way SMS replies, send SMS survey links, or invite customers by WhatsApp - right after delivery, pickup, appointments, support, and service interactions.
Best for
WhatsApp survey invites Delivery Pickup Appointments Service visits Support cases Healthcare follow-up Hospitality stays
Three messaging modes
Reply by SMS, tap an SMS link, or open a WhatsApp invite
Messaging is direct and immediate. Keep it conversational for simple SMS feedback, use a link when the feedback needs more structure, or invite by WhatsApp where customers live in it.
SMS feedback and survey links
Send a link by SMS to a branded feedback flow or a longer survey with multiple questions.
WhatsApp survey invites
Invite customers by WhatsApp with an approved message template that opens your branded feedback flow - ideal where customers prefer WhatsApp to SMS.
Mobile-first feedback
Reach customers on the device they already check
SMS is useful when timing matters and the question is short. Customers can reply in the thread or open a short survey link without installing an app.
Use PXP as SMS feedback software, an SMS survey tool, text survey, feedback SMS workflow, or customer feedback text channel.
WhatsApp feedback
Invite customers to give feedback on WhatsApp
For many customers, WhatsApp is the messaging app they actually open. PXP sends feedback invitations as WhatsApp messages using approved message templates, so the invite arrives from your business profile and opens your branded PXP feedback flow in one tap.
Use WhatsApp alongside SMS: the same triggers, the same feedback flows and the same dashboard, with the channel chosen per customer or per location. Invitations go to customers who have opted in to hear from you on WhatsApp.
WhatsApp also works for your own team. When feedback opens a work order, Action Hub can alert the assigned staff member by WhatsApp, SMS or email - and escalate to a supervisor if the SLA is missed.
Work orders and alerts in Action HubWhy add WhatsApp
- Customers already use it
- Reach people in the app they message in every day
- Your business profile
- Invites arrive under your business name, not a short code
- Approved templates
- Consistent invitation messages for every send
- Staff alerts too
- Work order notifications on the app staff check most
SMS use cases
Ask right after the customer interaction
SMS also works as a fallback collector on location. See how it pairs with QR and kiosk in restroom and washroom feedback.
Post-delivery feedback
Ask immediately after delivery, pickup, or fulfillment while the experience is still fresh.
Appointment follow-up
Send a quick SMS after a visit, booking, consultation, or scheduled service.
Store or service visit
Reach customers on mobile after an in-person interaction without hardware at the location.
Support case closure
Measure satisfaction after a ticket, chat, call, or complaint has been handled.
Event feedback
Send a fast feedback request to attendees, guests, or invited customer groups.
Service recovery alerts
Use negative replies or survey responses to notify teams while recovery is still possible.
Ways to launch
Send SMS feedback manually, in bulk, or automatically
API and webhook triggers
Send SMS or WhatsApp feedback requests after transaction, delivery, appointment, support, or CRM events.
Bulk SMS upload
Upload customer mobile numbers and launch a feedback request to a selected group.
Manual SMS send
Send one-off feedback requests from the dashboard when a team needs quick input.
Alerts and routing
Route urgent negative feedback to the right team for follow-up and recovery.
Why it works
SMS is strongest when the question is short and timely
Use SMS for moments where speed matters. A quick reply can expose satisfaction, risk, or a recovery opportunity before the customer moves on.
Works on any mobile phone
No app install or hardware needed. Customers respond from the device already in their hand.
Fast response window
Reach customers moments after the interaction, when the experience is easiest to remember.
Two-way conversations
Capture direct SMS replies for quick ratings, reason choices, comments, and follow-up.
Link to richer surveys
Send customers to a branded flow when you need multiple questions or more structured data.
Use two-way SMS when
- You want a fast rating, yes/no answer, reason choice, or short comment.
- The customer should not need to open a browser or complete several steps.
- You want direct replies that can trigger alerts or service recovery.
Use a WhatsApp invite when
- Your customers prefer WhatsApp to SMS, including many international guests and visitors.
- You want the invite to arrive under your business profile rather than a phone number.
- Customers have opted in to receive WhatsApp messages from your business.
Use an SMS survey link when
- You need multiple questions, a branded experience, or a structured survey flow.
- You want to collect comments, contact details, reasons, or follow-up questions.
- You need to route customers into a specific feedback form after an interaction.
FAQ
SMS and WhatsApp feedback questions, answered
What is SMS feedback?
SMS feedback is the practice of collecting customer opinions, ratings, or comments by sending a text message right after an interaction such as a delivery, appointment, or support case. Customers respond from the mobile device they already have — no app install or extra hardware is needed. It works for simple one-question requests sent directly in the SMS thread, or for a link to a longer branded survey when more detail is needed.
What is two-way SMS feedback?
Two-way SMS feedback means the customer can reply directly inside the text message conversation rather than opening a separate link or form. For example, they might receive a message asking for a rating from 1 to 5 and simply reply with a number, a short reason choice, or a brief comment. Those replies are captured automatically and can trigger service recovery alerts or route urgent negative feedback to the right team.
How does two-way SMS feedback work?
Customers receive a text message and reply directly in the SMS thread with a rating, a short reason choice, or a comment. No app install or browser is required — replies are captured automatically and can trigger alerts or service recovery workflows.
When should I use an SMS survey link instead of two-way SMS replies?
Use an SMS survey link when you need multiple questions, a branded feedback flow, or more structured data such as comments, contact details, or follow-up questions. Two-way SMS is best for fast, single-question interactions like post-delivery or support-case closure.
Can SMS feedback requests be sent automatically after a delivery or appointment?
Yes. Press'nXPress supports API and webhook triggers so feedback SMS messages are sent automatically after transaction, delivery, appointment, support, or CRM events. You can also upload a list of mobile numbers for bulk sends or send one-off requests manually from the dashboard.
Can I collect customer feedback through WhatsApp?
Yes. PXP sends feedback invitations as WhatsApp messages using approved message templates. The customer taps the link in the message to open your branded PXP feedback flow, and every response lands in the same dashboard as your SMS, kiosk and QR feedback.
Do customers need to opt in to receive WhatsApp feedback requests?
Yes. WhatsApp business messages should only go to customers who have agreed to hear from your business on WhatsApp. PXP uses approved message templates for these invitations, and SMS remains available for customers who have not opted in.
Should I use SMS or WhatsApp for feedback requests?
Use the channel your customers already read. SMS reaches almost any mobile phone and suits quick two-way replies. WhatsApp suits customers who message mainly on WhatsApp, including many international guests, and lets the invite arrive under your business profile. Many teams use both, chosen per customer or per location.
Can WhatsApp be used to alert staff about negative feedback?
Yes. When negative feedback opens a work order, PXP Action Hub can notify the assigned staff member by WhatsApp, SMS or email, track delivery, and escalate to a supervisor if the issue is not resolved within the SLA.
Map the right SMS and WhatsApp feedback flow
Show us where messaging fits in your customer journey. We will help choose between two-way SMS, survey links, WhatsApp invites, automation, and alert routing.