Support Chatbot Fairness & Transparency Survey Template
Assess perceived fairness & transparency of your support chatbot during handoff/deflection. Track trust, clarity and escalation outcomes. Ready in 6-8 mins.
What's Included
AI-Powered Questions
Intelligent follow-up questions based on responses
Automated Analysis
Real-time sentiment and insight detection
Smart Distribution
Target the right audience automatically
Detailed Reports
Comprehensive insights and recommendations
Template Overview
24
Questions
AI-Powered
Smart Analysis
Ready-to-Use
Launch in Minutes
This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.
Sample Survey Items
Q1
Dropdown
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
Q2
Multiple Choice
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
Q3
Multiple Choice
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
Q4
Multiple Choice
During that interaction, did a chatbot engage with you before you reached a human agent?
Yes, and it resolved my issue
Yes, but I asked for a person
Yes, routed to a person automatically
No chatbot involved
Not sure
Q5
Multiple Choice
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
Q6
Opinion Scale
How easy was it to reach a human agent when you wanted one?
Range: 1 – 10
Min: Very difficultMid: NeutralMax: Very easy
Q7
Matrix
Please rate your agreement about the chatbot’s transparency and routing in that interaction.
Rows
Strongly disagree
Disagree
Neither agree nor disagree
Agree
Strongly agree
It was clear what the chatbot could and could not do.
•
•
•
•
•
I knew how to reach a human at any time.
•
•
•
•
•
Any limits or handoffs were explained plainly.
•
•
•
•
•
I felt I could opt out of the bot without penalty.
•
•
•
•
•
Wait‑time estimates (if shown) were accurate.
•
•
•
•
•
Q8
Rating
Overall, how fair did the deflection and routing feel?
Scale: 11 (star)
Min: Not fairMax: Very fair
Q9
Opinion Scale
My preference (self‑serve vs. human) was respected.
How satisfied were you with the final outcome of that interaction?
Scale: 11 (star)
Min: Very dissatisfiedMax: Very satisfied
Q11
Dropdown
After this experience, your trust in the company’s support:
Increased a lot
Increased a little
No change
Decreased a little
Decreased a lot
Q12
Numeric
Approximately how many minutes, if any, did you spend with the chatbot before reaching a person? Enter 0 if none.
Accepts a numeric value
Whole numbers only
Q13
Multiple Choice
Attention check: To confirm you’re paying attention, please select “I am paying attention.”
I am paying attention
I am not paying attention
Prefer not to say
Q14
Ranking
Rank the top factors you value when deciding to use a chatbot.
Drag to order (top = most important)
Speed to resolution
Accuracy of answers
Clear path to a human agent
Privacy and data handling
Low effort (few steps/inputs)
Q15
Dropdown
Which region do you live in?
Africa
Asia
Europe
North America
Oceania
South America
Prefer not to say
Q16
Dropdown
What is your age group?
Under 18
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q17
Multiple Choice
How do you describe your gender?
Woman
Man
Non-binary
Prefer not to say
Q18
Dropdown
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
Q19
Dropdown
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
Q20
Dropdown
In the last 6 months, how many times did you contact customer support?
0 times
1 time
2–3 times
4–5 times
6+ times
Q21
Opinion Scale
How comfortable are you using digital chat or messaging for support?
Range: 1 – 10
Min: Not at all comfortableMid: NeutralMax: Very comfortable
Q22
Long Text
What felt fair or unfair about how the chatbot handled escalation or deflection?
Max 600 chars
Q23
AI Interview
AI Interview: 2 Follow-up Questions on chatbot fairness and transparency
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Q24
Chat Message
Thank you for your time—your feedback helps improve fair and transparent support.
Frequently Asked Questions
What is QuestionPunk?
QuestionPunk is a lightweight survey platform for live AI interviews you control. It's fast, flexible, and scalable—adapting every question in real time, moderating responses across languages, letting you steer prompts, models, and flows, and even generating surveys from a simple prompt. Get interview-grade insight with survey-level speed across qual and quant.
How do I create my first survey?
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Can the AI generate a survey from a prompt?
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How long does support typically take to reply?
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Can I export survey results?
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