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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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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

25 questions · ~11 min
Q01
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.

Q02
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
Q03
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
Q04
Opinion Scale

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

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q05
Opinion Scale

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

Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q06
Ranking

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)
Drag to rank
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
Dropdown

Which region do you live in?

  • Africa
  • Asia
  • Europe
  • North America
  • Oceania
  • South America
  • Prefer not to say
Q09
Message

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?

  • 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
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
Q12
Opinion Scale

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

Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q13
Opinion Scale

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

Scale: 1 – 7
Min:Decreased a great dealMax:Increased a great deal
Q14
Dropdown

What is your age group?

  • Under 18
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q15
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
Q16
Opinion Scale

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

Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q17
Multiple Choice

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q18
Opinion Scale

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

Scale: 1 – 7
Min:Not at all comfortableMax:Very comfortable
Q19
Opinion Scale

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

Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q20
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
Q21
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
Q22
Opinion Scale

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

Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q23
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
Q24
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
Q25
Opinion Scale

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

Scale: 1 – 7
Min:Very unfairMax:Very fair

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.

Why this template

What this template is built to do — we found no directly comparable template from other survey tools to review.

What sets it apart

  • 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

Ready to launch?

Open this template in the editor. Every part is yours to change before the first respondent sees it.

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