Chatbot survey questions for the chat that just ended
Fourteen questions for the customer whose chatbot conversation just ended. About three minutes.
- 14questions
- about 3 minto answer
- 1 chatper response
- no namesasked
The 14 chatbot survey questions
A chatbot survey asks a customer about the conversation they just had with your bot: what they came to do, how it ended, whether the job is done and, if a person took over, how the handover went. These fourteen questions load into the online survey maker with their answer options in place, ready for your own intents.
What happened
The outcome comes first, so a rating never floats free of what happened.
- What did you come to this chat to do?swap these five for your own most common intents.
- How did the conversation end?split every other result by this answer first.
- Has the thing you came to do been sorted out?ended and sorted differ; the last option needs a call.
The chatbot
Five separate things a bot can get right or wrong, all agreeing in one direction.
- The chatbot understood what I was asking.
- The answers the chatbot gave were correct as far as I can tell.people can only judge what they can check for themselves.
- It was clear from the start that I was talking to a chatbot.
- The chatbot was honest about what it could not help with.
- It was easy to get this handled.
Getting to a person
Both open with an answer for anyone the situation never touched.
- If you wanted a person at any point, how easy was it to reach one?the last two options are the ones to fix first.
- If you were passed to a person, how much did you have to repeat?repeating points at the handover, not the bot.
Next time, and in their words
A behavior, two optional comments, then one overall rating.
- If you had the same thing to sort out tomorrow, what would you do?trend this one month to month.
- What did the chatbot get wrong?
- What would have made this quicker for you?
- Overall, how satisfied are you with this chat?
Sending it, then reading the answers
Send it once the chat has ended, to the customer who had it. Include the chats that ended in a hand-off or a closed window, or question 2 has nothing to split. No question asks for a name or an account number.
Read the results by question 2 first, then read every other answer inside each ending. When the chat sits inside an app, the app feedback survey rates the app around it. A bank's bot is one screen of a bigger app, and the mobile banking survey questions rate the rest. Once the hand-off is fixed, a customer service survey checks that people felt it.
Chatbot survey questions FAQ
How many questions should a chatbot survey have?
This one has 14 and takes about three minutes, sent after the chat. To ask inside the chat window, keep questions 2, 3, 9, 10 and 14: the ending, whether it is sorted, the handover and one overall rating.
Can I use it when a person answered the chat?
Not as written: most items ask about the bot. When staff answered the chat, use the post-chat survey questions, which ask about the agent and the wait.
Can I add or change questions?
Yes. Replace the intents in question 1 with your own and keep every new item to one idea, which is what survey best practice asks of a question.[1]
Michael Hodge, survey methodology · Updated 29 September 2026 · How templates are reviewed
Sources (1)
- American Association for Public Opinion Research. "Best Practices for Survey Research." aapor.org
Ask while the chat is fresh
Fourteen questions, about three minutes, and a question 2 that shows how each chat really ended.
Use this template