Q01
메시지
모든 템플릿Customer 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.
샘플 질문
템플릿에 포함된 내용을 미리 확인해 보세요. 모든 질문은 설문 공개 전에 자유롭게 수정할 수 있습니다.
질문 25개 · 약 11분
Q02
드롭다운
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
객관식
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
의견 척도
How easy was it to reach a human agent when you wanted one?
척도: 1 – 7
최소:Very difficult최대:Very easy
Q05
의견 척도
How satisfied were you with the final outcome of that interaction?
척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q06
순위 매기기
Rank the following factors by how important they are to you when using a chatbot for support, from most to least important.
- Speed to resolution
- Accuracy of answers
- Clear path to a human agent
- Privacy and data handling
- Low effort (few steps or inputs)
드래그하여 순위 지정
Q07
AI 인터뷰
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
드롭다운
Which region do you live in?
- Africa
- Asia
- Europe
- North America
- Oceania
- South America
- Prefer not to say
Q09
메시지
Thank you for your time — your feedback helps us improve the fairness and transparency of our support experience.
Q10
객관식
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
드롭다운
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
의견 척도
The chatbot clearly explained what it could and could not help me with.
척도: 1 – 7
최소:Strongly disagree최대:Strongly agree
Q13
의견 척도
After this experience, how has your trust in the company's support changed?
척도: 1 – 7
최소:Decreased a great deal최대:Increased a great deal
Q14
드롭다운
What is your age group?
- Under 18
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Q15
드롭다운
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
의견 척도
The chatbot clearly communicated why I was being transferred to a human agent.
척도: 1 – 7
최소:Strongly disagree최대:Strongly agree
Q17
객관식
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer not to say
Q18
의견 척도
How comfortable are you using digital chat or messaging for support?
척도: 1 – 7
최소:Not at all comfortable최대:Very comfortable
Q19
의견 척도
I understood each step the chatbot took before routing me to a person or resolving my issue.
척도: 1 – 7
최소:Strongly disagree최대:Strongly agree
Q20
드롭다운
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
객관식
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
- Phone
- In-store or on-site
- Other
Q22
의견 척도
My preference for how I wanted to get help (on my own or with a person) was respected.
척도: 1 – 7
최소:Strongly disagree최대:Strongly agree
Q23
드롭다운
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
객관식
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
의견 척도
Overall, how fair did the process of being routed to (or away from) a human agent feel?
척도: 1 – 7
최소:Very unfair최대:Very fair
포함된 기능
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이 템플릿을 선택하는 이유
이 템플릿의 설계 목적을 소개합니다. 다른 설문 도구에서는 직접 비교할 만한 템플릿을 찾지 못했습니다.
차별화 포인트
- 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
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