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Website Contact Experience Survey

Captures how easily visitors find, use, and hear back from your website's contact channels — form, email, chat, or phone — with an AI follow-up that digs into the specific moment things got confusing or slow.

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Sample questions

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

12 questions · ~7 min
Q01
Message

Thanks for taking a minute! We'd like to hear about your recent experience trying to contact us through our website. Your responses are completely confidential and anonymized. This should take about 7 minutes and helps us make it easier to reach us.

Q02
Multiple ChoiceRequired

What was the main reason you tried to contact us?

  • Product or account question
  • Technical issue or bug
  • Billing or order question
  • Sales or pricing inquiry
  • Feedback or suggestion
  • Something else
Q03
Multiple ChoiceRequired

Which method did you use to reach us?

  • Contact form
  • Email address listed on the site
  • Live chat widget
  • Phone number listed on the site
  • Social media message
Q04
Opinion ScaleRequired

How easy was it to find a way to contact us on the site?

Scale: 1 – 7
Min:Very difficult to findMax:Very easy to find
Q05
Opinion ScaleRequired

How easy was it to actually submit your message (fill out the form, start the chat, etc.)?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q06
MatrixRequired

How much do you agree with each statement about your contact experience?

4 rows × 5 columns
  • I knew what information I needed to provide before I started
  • I got a confirmation that my message was received
  • I had a clear sense of when to expect a reply
  • The person or system that responded understood my issue
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q07
Multiple ChoiceRequired

Have you received a reply yet?

  • Yes, and it resolved my issue
  • Yes, but it didn't resolve my issue
  • Not yet, still waiting
  • No, I gave up before hearing back
Q08
Rating ScaleRequired

Overall, how satisfied are you with how easy it was to contact us?

Range: 1 – 5
Min:Very dissatisfiedMax:Very satisfied
Q09
AI Interview

Reconstruct the respondent's actual contact journey step by step: what they were trying to accomplish, which method they chose and why, and the exact moment (if any) where they got confused, stuck, or gave up. If they rated their experience poorly or said they gave up, dig into what specifically went wrong and what would have fixed it. If they rated it highly, ask what made it feel effortless so we know what to protect.

Q10
Multiple Choice

In the last 6 months, how often have you contacted a company through a website (any company, not just us)?

  • This was my first time in a while
  • A few times
  • Regularly, for work or personal reasons
  • Prefer not to say
Q11
Multiple Choice

What device were you using when you tried to contact us?

  • Smartphone
  • Desktop or laptop
  • Tablet
  • Prefer not to say
Q12
Message

That's everything — thank you for the detailed feedback! We use responses like yours to fix friction points in our contact process and speed up replies.

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.

How it compares

We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.

Why this template

  • Goes beyond collecting a message — it measures the experience itself, from how easily visitors found a way to contact you to how easy the form/chat/call actually was to complete.
  • Includes an adaptive AI follow-up interview that reconstructs the respondent's actual contact journey step by step, pinpointing exactly where things got confusing or slow.
  • Pairs opinion-scale and matrix questions (ease of finding contact, ease of submitting, agreement statements) with practical context like method used, device, reply status, and recent contact frequency for benchmarking.
  • Produces an automated, report-ready summary of friction points per respondent, rather than just raw form submissions with no analysis layer.

Jotform

Basic Web Page Contact Form Template

This is a standard embeddable contact form (name, email, message fields) for a business website, not a survey measuring the contact experience. It's built for lead capture, not for asking visitors how easy or frustrating the contact process was. Good as a functional widget, not a feedback instrument.

What it does well

  • Simple drag-and-drop form builder
  • Easy to embed directly on a website
  • Free tier available for basic use

Where it falls short

  • Static fields only — no follow-up or probing questions
  • No mechanism to ask about ease of finding/using contact channels
  • No automated scoring or reporting on response quality or experience

SurveyMonkey

Website Contact Form Template

Despite being hosted on a survey platform, this template is structured as a contact-collection form rather than an experience survey — it gathers visitor details, not feedback on ease of contacting or reply satisfaction. It benefits from SurveyMonkey's broader question-type library but isn't purpose-built for this use case.

What it does well

  • Backed by an established survey platform with broad distribution options
  • Access to standard question types (multiple choice, rating, etc.)
  • Straightforward setup for non-technical users

Where it falls short

  • No adaptive AI interview or follow-up probing on individual answers
  • No voice interview option
  • No built-in journey reconstruction or per-response quality scoring

Typeform

Basic Website Contact Form Template

A conversational-style contact form focused on collecting visitor inquiries with a polished, one-question-at-a-time interface. It's designed for capturing contact requests, not for surveying visitors about how easy or frustrating the contact process was. Strong on form design, absent on experience measurement.

What it does well

  • Clean, mobile-friendly conversational form design
  • Easy to customize and embed
  • Good completion rates due to UX polish

Where it falls short

  • No adaptive follow-up interview logic beyond basic branching
  • No voice AI interview capability
  • No automated experience report or quality scoring of responses

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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