Questions it can answer
- Is this chatbot helping or hurting?
- What kinds of tasks can we automate?
- What else can we add to the chatbot experience?
What is a chatbot feedback survey?
Chatbot feedback surveys collect data around opinions of users' interactions with chatbots. This survey should be delivered after a user has interacted with a chatbot to evaluate how successful the conversation was and identify areas to improve the experience.
Related guide: For turning open answers into themes, see our guide to customer feedback analysis.
Do it faster with a Claude skill: Survey designer. Builds a first draft of this study in Claude that you can edit before you send it.
The questions in this template
These are the questions in the Great Question chatbot feedback survey template.
Have you used a chatbot before?
Single Select
- Yes
- No
- I'm not sure
Overall, how satisfied are you with the service you received from the chatbot?
Single Select
- Extremely satisfied
- Somewhat satisfied
- Neither satisfied nor dissatisfied
- Somewhat dissatisfied
- Extremely dissatisfied
Why do you feel that way?
Long Text
Did the chatbot satisfactorily answer all your questions?
Single Select
- Yes it answered all of my questions
- It answered some but not all my questions
- It didn't answer any of my questions
Logic: if Yes, skip to Q6.
If the chatbot didn't answer some of your questions, can you tell us what happened?
Long Text
How satisfied are you with the amount of time it took the chatbot to respond to you?
Single Select
- Extremely satisfied
- Somewhat satisfied
- Neither satisfied nor dissatisfied
- Somewhat dissatisfied
- Extremely dissatisfied
How friendly did you feel the chatbot was?
Single Select
- Overly friendly
- The right amount of friendliness
- Not friendly enough
- I don't know or can't remember
Would you use the chatbot again?
Single Select
- Yes
- No
- I'm not sure
Why do you feel that way?
Long Text
If you had the option of chatting with a human or a chatbot in the future, which would you choose?
Single Select
- Chatbot
- Human
- I'm not sure
How would you improve the chatbot?
Long Text
Advantages
- Understand chatbot experience
- See if customers want a chatbot
- See if chat bot experience is as expected
Limitations
- As with any survey, survey-fatigue
- Response rates might be low
- Timing of delivery could be cumbersome
Frequently asked questions
What questions should I ask after a chatbot conversation?
How satisfied people were and why, whether the chatbot answered all their questions, how they felt about response time and friendliness, whether they would use it again, and whether they would rather chat with a human. This template covers those in 11 questions.
When should a chatbot survey appear?
At the end of the conversation, inside the chat window. Asking later by email gets far fewer answers. For a prompt inside the chat, a shorter version (Q2, Q4 and Q11) is easier to finish.
How do I tell whether the chatbot is helping?
Compare satisfaction (Q2) for people whose questions were all answered with those whose weren't (Q4), and read what happened in Q5. Q10 shows how many people would still choose a human.