# Review Request Response Rate on WhatsApp: Data from 53 Shopify Stores

> 53 Shopify stores sent about 287,000 WhatsApp review requests with Cartsaver and collected more than 34,000 order reviews: a 12% response rate, averaging 4.45 stars.

URL: https://cartsaver.net/help/whatsapp-review-request-response-rate-case-study/
Updated: 2026-11-04

**Across the 53 Cartsaver stores that sent at least 500 review requests on WhatsApp, 12% of customers rated their order: more than 34,000 reviews from about 287,000 requests, with an average of 4.45 stars. The 10 stores that collected the most reviews reached 13.7%, and most customers answered within a few hours.** Almost all of these stores are in Egypt and sell mostly with cash on delivery (COD).

Cartsaver is a Built for Shopify app by Xtnd that confirms cash on delivery (COD) orders on WhatsApp or SMS before you ship, then uses the same WhatsApp conversation for order updates, abandoned cart recovery, one-tap cross-sells, reviews and campaigns, through the official WhatsApp Business API. This case study is for Shopify merchants who want to know how many reviews a WhatsApp review request really brings in before they set it up.

## Where do these numbers come from?

The numbers come from Cartsaver’s own records for each store, for review requests sent from 14 May to 20 October 2026. We don’t name the stores or show anything that could identify them, and we only show totals and ranges, not one store’s figures.

- **Which stores:** every store that sent at least 500 review requests (53 stores), and within them the 10 stores that collected the most reviews.
- **Review request:** the WhatsApp message Cartsaver’s Order Follow-Up sends 7, 14, 30 or 90 days after an order, when the order has been fulfilled and not cancelled. Every such order gets the same request, whatever the customer thinks of it.
- **Review:** a star rating the customer submits inside WhatsApp, with an optional comment and photo. One review per order.
- **Response rate:** reviews divided by review requests sent.
- **Not included:** stores that send customers to Google reviews instead (those reviews are written on Google, so Cartsaver can’t count them; see the [Google reviews case study](https://cartsaver.net/help/whatsapp-google-reviews-case-study/)), and the separate shopping experience survey.

## What is a good review request response rate on WhatsApp?

|  | **Top 10 stores** | **All 53 stores with 500+ requests** |
| --- | --- | --- |
| Review requests sent | 166,711 | About 287,000 |
| Reviews collected | 22,902 | About 34,100 |
| Response rate | 13.7% | 11.9% |
| Range, store by store | 8% to 21% | 3% to 24% |
| Average rating | 4.50 stars | 4.45 stars |
| Rated 4 or 5 stars | 87% | 86% |

- **About 1 in 8 customers rated their order** across the 53 stores, and about 1 in 7 in the top 10.
- **About 3 in 10 reviews include a written comment,** so stores get reasons, not only stars.
- **The ratings are high without any filtering.** Every customer with a fulfilled order gets the same request, and 86% still gave 4 or 5 stars.

For comparison, one email reviews app, Fera, reports an average response rate of about 7% to 8% for its review request emails, from its own data ([Fera, 2023](https://help.fera.ai/en/articles/8195044-what-s-the-average-response-rate-for-review-requests)). That is one vendor’s figure, not an independent benchmark, but it shows the scale of the difference.

## Does the response rate depend on what you sell?

Yes, more than for cart recovery. Products customers use up and reorder got the most reviews.

| **Store type (top 10)** | **Stores** | **Response rate** | **Average rating** |
| --- | --- | --- | --- |
| Food, coffee and pantry | 3 | 17% | 4.52 stars |
| Skincare and natural oils | 2 | 14% | 4.76 stars |
| Fashion and footwear | 5 | 11% | 4.35 stars |

## How fast do customers answer a WhatsApp review request?

- **46%** of reviews arrived within an hour of the request.
- **84%** within 6 hours.
- **About 95%** within a day.

A review request on WhatsApp is answered the same day or not at all, so the send time matters. Cartsaver holds requests overnight in the customer’s time zone so they arrive when people read their messages.

## What happens to the reviews?

Every review lands in the **Reviews Center** with its rating, comment, photo and order. Nothing is published automatically: the store reads each review and chooses which ones to publish in the Order Reviews block on its Shopify pages. Low ratings come with the order number and the customer’s phone, so the store can reply on WhatsApp and fix the problem. In these stores, most low ratings pointed to product quality, which is useful to know whatever you publish.

## Does Buy Again add orders after a review?

A little. After a review of 4 or 5 stars, Cartsaver sends the customer the items from their order with a one-tap reorder link, and customers can also tap **Buy Again** in the review request itself. Across all stores, that brought 369 repeat orders worth about EGP 392,000 (about $7,100 at EGP 55.4 per US dollar, 4 November 2026). It is a small extra, not the reason to turn reviews on. See [Buy Again on WhatsApp](https://cartsaver.net/help/whatsapp-buy-again-repeat-orders-for-shopify/).

## Why do customers answer review requests on WhatsApp?

A review request email is easy to miss, and many COD shoppers don’t give an email at all. On WhatsApp the request arrives in the same chat that confirmed the order, and the customer rates it without leaving WhatsApp: no link to open, no account, no form on a website. Tapping a star takes seconds.

## What can you expect on your own store?

Across the 53 stores, the rate ranged from 3% to 24%, so treat 10% to 14% as a good result, not a promise. Stores selling food, coffee and skincare did better than fashion stores. Your rate depends on how many orders you deliver, how happy customers are with the product, and when the request arrives: after customers have used what they bought, but not so late that they have forgotten the order.

## How to set it up

1. Install Cartsaver and connect WhatsApp: see the [installation and setup guide](https://cartsaver.net/help/installation-setup-guide/).
2. Turn on the **Order Follow-Up** card and choose **Send follow-up after**: 14 days is a good default if delivery takes a few days.
3. Keep **Collect Quick reviews** selected so customers rate inside WhatsApp.
4. Add the Order Reviews block to your theme, then publish the reviews you want to show from the Reviews Center.

The full feature is in [WhatsApp reviews for Shopify](https://cartsaver.net/help/turning-feedback-into-growth-automated-whatsapp-customer-surveys/), and every setting is in the [customer reviews docs](https://docs.cartsaver.net/features/customer-reviews/).

## Frequently asked questions

### What is a good review request response rate?

Across the 53 Cartsaver stores that sent at least 500 WhatsApp review requests, 11.9% of customers rated their order, and the top 10 stores reached 13.7%. Store by store, the rate ranged from 3% to 24%.

### What percentage of customers leave a review?

About 1 in 8 customers who got a WhatsApp review request left a review in these stores, and about 3 in 10 of those reviews included a written comment.

### When should I send a review request after an order?

After the customer has received and used the product. Cartsaver lets you send it 7, 14, 30 or 90 days after the order, and only to fulfilled orders. 14 days suits most stores that deliver within a few days.

### Does every customer get the review request, or only happy ones?

Every customer whose order was fulfilled and not cancelled gets the same request. Cartsaver doesn’t filter customers by satisfaction before asking, and you choose which reviews to publish afterwards.

### Which Cartsaver plan includes WhatsApp reviews?

Every plan, including Free. Each review request uses one message from your plan’s WhatsApp allowance. See [Cartsaver pricing](https://cartsaver.net/#pricing).

### Are these real Cartsaver stores?

Yes. They are the 53 Shopify stores that sent at least 500 review requests with Cartsaver between 14 May and 20 October 2026, almost all in Egypt. We don’t name them. For more results, see the [Cartsaver case studies](https://cartsaver.net/help/case-studies/).