Q01
Long Text
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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.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
25 questions · ~4 min
Q02
Long Text
When was your most recent customer support interaction?
Q03
Multiple Choice
Which of the following occurred before you were offered a human agent? Select all that apply.
Q04
Long Text
How easy was it to reach a human agent when you wanted one?
Q05
Long Text
How satisfied were you with the final outcome of that interaction?
Q06
Long Text
Rank the following factors by how important they are to you when using a chatbot for support, from most to least important.
Q07
AI Interview
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
Long Text
Which region do you live in?
Q09
Long Text
Thank you for your time — your feedback helps us improve the fairness and transparency of our support experience.
Q10
Multiple Choice
During that interaction, did a chatbot engage with you at any point before you reached a human agent?
Q11
Long Text
Approximately how long did you interact with the chatbot before reaching a person?
Q12
Long Text
The chatbot clearly explained what it could and could not help me with.
Q13
Long Text
After this experience, how has your trust in the company's support changed?
Q14
Long Text
What is your age group?
Q15
Long Text
In the last 6 months, approximately how many times have you contacted customer support?
Q16
Long Text
The chatbot clearly communicated why I was being transferred to a human agent.
Q17
Multiple Choice
How do you describe your gender?
Q18
Long Text
How comfortable are you using digital chat or messaging for support?
Q19
Long Text
I understood each step the chatbot took before routing me to a person or resolving my issue.
Q20
Long Text
What is the highest level of education you have completed?
Q21
Multiple Choice
Which channel best describes that interaction?
Q22
Long Text
My preference for how I wanted to get help (on my own or with a person) was respected.
Q23
Long Text
What is your current employment status?
Q24
Multiple Choice
What was the main reason for contacting support?
Q25
Long Text
Overall, how fair did the process of being routed to (or away from) a human agent feel?
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.