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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.

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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25問・約11分
Q01
メッセージ

Welcome! This survey asks about your recent experience with a support chatbot, specifically how fair and transparent the process felt when you needed help. Your participation is voluntary, and 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. This survey takes approximately 6–8 minutes to complete. Thank you for your time.

Q02
プルダウン

When was your most recent customer support interaction?

  • Within the last 7 days
  • 8–14 days ago
  • 15–30 days ago
  • 1–3 months ago
  • More than 3 months ago
Q03
選択式

Which of the following occurred before you were offered a human agent? Select all that apply.

  • Showed help articles or FAQs
  • Walked through troubleshooting steps
  • Asked me to rephrase or provide more detail
  • Asked me to repeat information I already provided
  • Suggested contacting later due to availability
  • Promoted premium or priority support
  • Presented a long form to complete
  • Stated agents were unavailable
  • None of the above
  • Other
Q04
オピニオンスケール

How easy was it to reach a human agent when you wanted one?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q05
オピニオンスケール

How satisfied were you with the final outcome of that interaction?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q06
ランク付け

Rank the following factors by how important they are to you when using a chatbot for support, from most to least important.

  1. Speed to resolution
  2. Accuracy of answers
  3. Clear path to a human agent
  4. Privacy and data handling
  5. Low effort (few steps or inputs)
ドラッグして順位を付ける
Q07
AIインタビュー

Based on your responses in this survey, please share any additional thoughts or feelings about how the chatbot handled your experience — including anything that felt fair, unfair, clear, or confusing.

Q08
プルダウン

Which region do you live in?

  • Africa
  • Asia
  • Europe
  • North America
  • Oceania
  • South America
  • Prefer not to say
Q09
メッセージ

Thank you for your time — your feedback helps us improve the fairness and transparency of our support experience.

Q10
選択式

During that interaction, did a chatbot engage with you at any point before you reached a human agent?

  • Yes, and it resolved my issue
  • Yes, but I asked for a person
  • Yes, and I was routed to a person automatically
  • No chatbot was involved
  • Not sure
Q11
プルダウン

Approximately how long did you interact with the chatbot before reaching a person?

  • Less than 1 minute
  • 1–2 minutes
  • 3–5 minutes
  • 6–10 minutes
  • More than 10 minutes
  • I did not reach a person
  • Not sure
Q12
オピニオンスケール

The chatbot clearly explained what it could and could not help me with.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree
Q13
オピニオンスケール

After this experience, how has your trust in the company's support changed?

スケール: 1 – 7
最小:Decreased a great deal最大:Increased a great deal
Q14
プルダウン

What is your age group?

  • Under 18
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q15
プルダウン

In the last 6 months, approximately how many times have you contacted customer support?

  • 1 time
  • 2–3 times
  • 4–5 times
  • 6+ times
Q16
オピニオンスケール

The chatbot clearly communicated why I was being transferred to a human agent.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree
Q17
選択式

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q18
オピニオンスケール

How comfortable are you using digital chat or messaging for support?

スケール: 1 – 7
最小:Not at all comfortable最大:Very comfortable
Q19
オピニオンスケール

I understood each step the chatbot took before routing me to a person or resolving my issue.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree
Q20
プルダウン

What is the highest level of education you have completed?

  • Less than high school
  • High school or equivalent
  • Some college or vocational training
  • Bachelor's degree
  • Postgraduate degree
  • Prefer not to say
Q21
選択式

Which channel best describes that interaction?

  • Live chat on a website
  • Chat in a mobile app
  • Messaging app (e.g., WhatsApp, Messenger)
  • Social media direct message
  • Email
  • Phone
  • In-store or on-site
  • Other
Q22
オピニオンスケール

My preference for how I wanted to get help (on my own or with a person) was respected.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree
Q23
プルダウン

What is your current employment status?

  • Employed full-time
  • Employed part-time
  • Self-employed
  • Unemployed and seeking work
  • Student
  • Retired
  • Not seeking work
  • Prefer not to say
Q24
選択式

What was the main reason for contacting support?

  • Billing or payments
  • Technical problem
  • Account access or password
  • Order status or delivery
  • Product information or setup
  • Cancellation or return
  • Complaint or poor service
  • Something else
Q25
オピニオンスケール

Overall, how fair did the process of being routed to (or away from) a human agent feel?

スケール: 1 – 7
最小:Very unfair最大:Very fair

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。

このテンプレートを選ぶ理由

このテンプレートの設計意図をご紹介します。ほかのアンケートツールには、直接比較できるテンプレートが見つかりませんでした。

ここが違う

  • Combines structured rating scales on chatbot transparency, routing clarity, and preference respect with an adaptive AI follow-up interview that probes the specific reasons behind a respondent's fairness and trust scores
  • Captures the full escalation journey with dedicated questions on time-to-human-agent, pre-transfer chatbot actions, and channel type, letting teams diagnose exactly where routing friction occurs
  • Uses automated per-response quality scoring and an auto-generated report to surface actionable patterns across chatbot-to-agent handoffs without manual coding of open-ended feedback
  • Publishes transparent prompts for the AI follow-up so teams can audit exactly what was asked and why, unlike black-box chatbot or static form tools

よくあるご質問

「Chatbot-to-Agent Handoff Fairness & Trust 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25問含まれており、最初の設問は次のとおりです：「Welcome! This survey asks about your recent experience with a support chatbot, specifically how fair and transparent the…」・「When was your most recent customer support interaction?」・「Which of the following occurred before you were offered a human agent? Select all that apply.」。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、25問を約11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

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