Brand
The globally known beverage brand designed a customer survey on WhatsApp using WhatsApp Flows and then promoted it with ads that click to WhatsApp, resulting in an 89% higher survey completion rate than its simultaneous approach of surveys sent via email.*
89%
higher completion rate than email surveys*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
“Partnering on this initiative was a strategic move. The clarity of the approach, the data-driven execution and the collaborative process with the Meta team set a new standard. We’re already seeing tangible results and are confident this will drive significant business impact.”
Carla Dart,
Senior Director, E2E XP and Media Strategy – South Zone, Coca-Cola
Their Solution
A survey experience on WhatsApp
While the Coca-Cola brand is known worldwide, the company is not content to rest on its laurels. It takes a proactive approach to understanding consumer perception and fine-tuning its marketing in order to deliver stronger, more relevant ads to its most important audiences. Coca-Cola wanted to gauge customer opinions and purchase habits for its flagship beverage in Brazil, so it developed a simple six-question customer survey to learn more. The survey was designed using WhatsApp Flows and was sent to customer segments enabled by Coca-Cola’s CRM-based audience mapping, to help the brand understand how different audiences responded to the product and how to better reach those audiences in the future.
The survey was delivered via both email and WhatsApp. Customers could access the survey on WhatsApp by viewing and clicking an ad that clicks to WhatsApp promoting a discount offer.
Their Success
Coca-Cola partnered with a Meta Business Messaging Partner to design and implement the campaign and survey across a three-month period (August-October 2025). Upon completion, the team compared the performance of the survey on WhatsApp to the email and reported:
- 89% higher completion rate than email surveys*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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