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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Template Overview
25
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
Chat Message
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.
Q2
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
Q3
Multiple Choice
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
Q4
Dropdown
In the last 6 months, approximately how many times have you contacted customer support?
1 time
2–3 times
4–5 times
6+ times
Q5
Opinion Scale
How comfortable are you using digital chat or messaging for support?
Range: 1 – 7
Min: Not at all comfortableMid: NeutralMax: Very comfortable
Q6
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
Q7
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
Q8
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
Q9
Dropdown
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
Q10
Opinion Scale
How easy was it to reach a human agent when you wanted one?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q11
Opinion Scale
The chatbot clearly explained what it could and could not help me with.
Overall, how fair did the process of being routed to (or away from) a human agent feel?
Range: 1 – 7
Min: Very unfairMid: NeutralMax: Very fair
Q16
Opinion Scale
How satisfied were you with the final outcome of that interaction?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q17
Opinion Scale
After this experience, how has your trust in the company's support changed?
Range: 1 – 7
Min: Decreased a great dealMid: NeutralMax: Increased a great deal
Q18
Ranking
Rank the following factors by how important they are to you when using a chatbot for support, from most to least important.
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 or inputs)
Q19
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.
AI InterviewLength: 3Personality: [Object Object]Mode: Fast
Reference questions: 6
Q20
Dropdown
Which region do you live in?
Africa
Asia
Europe
North America
Oceania
South America
Prefer not to say
Q21
Dropdown
What is your age group?
Under 18
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q22
Multiple Choice
How do you describe your gender?
Woman
Man
Non-binary
Prefer not to say
Q23
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
Q24
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
Q25
Chat Message
Thank you for your time — your feedback helps us improve the fairness and transparency of our support experience.
Frequently Asked Questions
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