QuestionPunkQuestionPunk
無料で始める
すべてのテンプレート
Customer Experience

Chatbot-to-Agent Handoff CSAT & Experience Survey

Evaluates customer satisfaction and friction points during chatbot-to-human-agent transfers, measuring ease of transition, context retention, agent effectiveness, and reuse intent to guide support escalation optimization.

このテンプレートを使うほかのテンプレートを見る

設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全22問・約10分
Q01
メッセージ

Welcome, and thank you for participating in this survey about your experience with chatbot-to-human-agent transfers in customer support. This survey takes approximately 10 minutes. Your participation is voluntary—you may stop at any time. There are no right or wrong answers; we are interested in your honest opinions. All responses are confidential and will be reported in aggregate only. Please think about your most recent support conversation where a chatbot transferred you to a human agent (preferably within the last 90 days). If you haven't had one in the last 90 days, please use your most recent experience.

Q02
選択式

Where did this support conversation begin?

  • Website chat widget
  • Mobile app chat
  • Messaging app (e.g., WhatsApp, Messenger)
  • SMS/text
  • Social media chat
  • Voice/phone IVR with bot
  • I don't remember
  • Other (please specify)
Q03
オピニオンスケール

How easy was the transition from chatbot to human agent?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q04
オピニオンスケール

How effective was the human agent at addressing your issue after the handover?

スケール: 1 – 7
最小:Not at all effective最大:Extremely effective
Q05
オピニオンスケール

Overall, how satisfied were you with this entire support experience (chatbot and human agent combined)?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q06
自由回答（長文）

What one change would have most improved the handover experience for you?

Q07
プルダウン

In which region do you currently live?

  • Africa
  • Asia
  • Europe
  • Latin America/Caribbean
  • Middle East
  • North America
  • Oceania
  • Prefer not to say
Q08
メッセージ

Thank you for your time. Your feedback will directly help improve future chatbot-to-human handover experiences.

Q09
プルダウン

Approximately when did this handover occur?

  • Within the last 7 days
  • 8–14 days ago
  • 15–30 days ago
  • 31–90 days ago
  • More than 90 days ago
  • I'm not sure
Q10
プルダウン

Approximately how long did you wait between the chatbot and the human agent?

  • No wait (immediate)
  • Less than 1 minute
  • 1–3 minutes
  • 4–5 minutes
  • 6–10 minutes
  • 11–20 minutes
  • More than 20 minutes
  • I don't remember
Q11
選択式

Was your issue resolved by the end of the conversation?

  • Yes, fully resolved
  • Partially resolved
  • No, not resolved
  • Not applicable
Q12
選択式

Thinking about timing, would you have preferred the handover to happen…

  • Sooner than it did
  • Later than it did
  • Timing was about right
  • No preference
Q13
AIインタビュー

Based on your survey responses, we'd like to explore your handover experience in a bit more detail. Please share your thoughts openly—there are no right or wrong answers.

Q14
プルダウン

What is your age?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q15
選択式

How did the transfer to a human agent happen?

  • I asked to speak to a person
  • The bot suggested transferring
  • It happened automatically when the bot couldn't help
  • I was offered a choice of agents or channels
  • I'm not sure
Q16
オピニオンスケール

To what extent did the human agent appear to have the context of your chatbot conversation (e.g., your issue, steps already taken)?

スケール: 1 – 7
最小:No context at all最大:Full context
Q17
選択式

What, if anything, did you have to repeat to the human agent? (Select all that apply)

  • Name or account details
  • Order/case number
  • Problem description
  • Steps already tried
  • Files or screenshots
  • Nothing had to be repeated
  • Other (please specify)
Q18
オピニオンスケール

How likely are you to use this chatbot again for future support needs?

スケール: 1 – 7
最小:Not at all likely最大:Extremely likely
Q19
選択式

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q20
オピニオンスケール

How clearly were you informed about what would happen during the transfer (e.g., expected wait, what the agent would know)?

スケール: 1 – 7
最小:Not at all clearly最大:Extremely clearly
Q21
オピニオンスケール

How seamless did the overall handover feel?

スケール: 1 – 7
最小:Not at all seamless最大:Completely seamless
Q22
オピニオンスケール

Overall, how would you rate the handover from chatbot to human agent?

スケール: 1 – 7
最小:Very poor最大:Excellent

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Includes a dedicated sequence tracking the handoff itself — where the conversation started, how the transfer happened, and how long the wait was — not just generic support satisfaction
  • Measures context retention explicitly (whether the agent seemed to know the chatbot conversation) and asks what customers had to repeat, isolating the exact friction points of handoffs
  • Pairs standard opinion-scale ratings (transition ease, seamlessness, agent effectiveness, overall satisfaction, reuse intent) with an AI follow-up interview that adaptively probes the open-text answer about what would improve the handover
  • Ends with an auto-generated report from per-response quality scoring, so low-effort or contradictory answers can be flagged rather than taken at face value

SurveyMonkey

Customer Support Satisfaction Survey Template

A general-purpose customer support CSAT template rather than one built around chatbot-to-agent transfer moments. Useful as a broad satisfaction baseline but doesn't isolate handoff-specific friction like context loss or transfer timing. Fielding-ready as a static form.

優れている点

  • Established survey platform with broad distribution and panel options
  • Simple to deploy for general support CSAT tracking
  • Familiar respondent experience for standard rating-scale questions

物足りない点

  • No chatbot-to-human handoff specific questions (transfer method, wait time, context retention)
  • Static question set with no adaptive follow-up probing on open-ended answers
  • No per-response quality scoring or automated interview-style report

SurveySparrow

Customer Support Agent Feedback Template

Focused on rating human agent performance, which overlaps with the post-handoff portion of our template but doesn't address the chatbot side or the transfer experience itself. A ready-to-use conversational-style template, not a chatbot handoff diagnostic.

優れている点

  • Conversational survey format that can feel more engaging than plain forms
  • Targeted at agent-level feedback, useful for coaching support staff
  • Quick to launch as a standard template

物足りない点

  • No coverage of the chatbot leg of the journey or the transfer moment itself
  • No adaptive AI interview to dig into why a handoff felt rough
  • No transparent scoring methodology or automated quality flagging of responses

Jotform

200+ Customer Satisfaction Evaluation Forms

This is a template directory/category page listing many generic satisfaction forms, not a single fielding-ready survey about chatbot-to-agent handoffs. Useful only as a starting point requiring significant customization to reach handoff-specific coverage.

優れている点

  • Large library offering many form styles and layouts to start from
  • Drag-and-drop form builder for quick customization
  • Wide range of general CSAT question templates available

物足りない点

  • No template specifically addresses chatbot-to-human transfer friction points
  • Purely static form fields with no adaptive follow-up interviewing
  • No built-in per-response quality scoring or auto-generated experience report

QuestionPro

Customer Support Service Evaluation Survey Template

A general support service evaluation template covering typical CSAT dimensions, but not built around the chatbot-to-agent handoff journey specifically. Solid as a broad service quality check rather than a friction-point diagnostic for escalations.

優れている点

  • Established enterprise survey platform with reporting dashboards
  • Covers general service quality dimensions applicable across support channels
  • Template is ready to deploy without heavy customization

物足りない点

  • No questions targeting handoff mechanics (transfer trigger, wait time, context transfer)
  • No adaptive AI-driven follow-up interview on open responses
  • No transparent per-response scoring or voice-based interview option

よくあるご質問

「Chatbot-to-Agent Handoff CSAT & Experience Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が22問含まれており、最初の設問は次のとおりです：「Welcome, and thank you for participating in this survey about your experience with chatbot-to-human-agent transfers in c…」・「Where did this support conversation begin?」・「How easy was the transition from chatbot to human agent?」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、22問を約10分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

関連テンプレート

似たテーマのほかの調査もご覧ください。

すべて見る
Customer Experience

Coffee Shop Customer Experience & Loyalty Survey

Captures how customers rate your drinks, wait time, staff, and atmosphere on their most recent visit, plus their likelihood to return. An AI follow-up digs into the specific moment that shaped their rating so you know exactly what to fix or protect.

テンプレートを見る
Customer Experience

Chatbot-to-Agent Handoff Fairness & Trust Survey

Measures perceived fairness, transparency, and trust impact when customers encounter a chatbot before reaching a human agent. Designed for post-interaction feedback to diagnose friction in chatbot routing and escalation workflows.

テンプレートを見る
Customer Experience

Marketing Chatbot Experience & Effectiveness Survey

Measures how well your website or marketing chatbot resolves visitor questions, builds trust, and moves people toward a purchase or signup. An AI follow-up interview reconstructs the respondent's most recent chatbot conversation in detail, surfacing exactly where it helped or broke down. Built for marketing and CX teams evaluating a live chatbot deployment.

テンプレートを見る
Customer Experience

Post-Support CSAT & Resolution Quality Survey

Measures customer satisfaction, resolution effectiveness, agent performance, and customer effort after a support interaction to identify actionable service improvements.

テンプレートを見る
Customer Experience

Customer Support Agent Interaction Feedback

Captures how a specific customer support interaction went — channel used, resolution, effort, and how the agent performed on key behaviors — with an AI follow-up that digs into the real reason behind the satisfaction score, not just the number. Built for support ops and CX teams tracking agent quality over time.

テンプレートを見る
Customer Experience

Customer Contact & Support Channel Experience Survey

Captures how customers actually reach you for help, how easy and effective that contact was, and which channels they'd pick again — with an AI follow-up that reconstructs their most recent support interaction in detail instead of relying on vague satisfaction ratings.

テンプレートを見る