Set-up checklist

  1. Get WhatsApp Business templates approved for the follow-up message in every language you serve.
  2. Route each low score to a named owner at the location, with a fallback to their manager.
  3. Set SLAs for first response and for resolution, and decide who is alerted when each is missed.
  4. Agree what 'closed' means: the issue resolved and the customer told, not just contacted.
Check your consent wording

Customers who shared a number at billing or booking have usually agreed to service messages. Confirm your consent notice covers feedback follow-up under the DPDP Act before you start.

Metrics that matter

  • First-response time, measured to the location owner's first message.
  • Closure rate within SLA.
  • Re-survey score 60 days after closure.
  • Repeat-issue rate: the share of closed cases that come back with the same theme.
A loop that is closed on paper but not in the customer's mind will reopen as a public review.
Falcon customer success team

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