Keep the finding specific
Illustrative replies mention fast responses but uncertainty about the recommended action.
Customer experience / Survey guide
Customer experience · Practical field guide
Live chat feedback survey
Identify whether quick replies also produced useful guidance.
Opens product registration. Example questions are not imported automatically.
ILLUSTRATIVE QUESTIONNAIRE5 prompts
Try the first three questions here. Nothing is submitted or saved.
A worked interpretation example
From a comment to a practical next step.
Illustrative scenario. These are not customer results.
Choose an action to test
End the chat with a short action summary and a specific follow-up path.
Check the experience again
After testing the action, revisit this original observation: Illustrative replies mention fast responses but uncertainty about the recommended action. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.
Choose the response format
Make room for the explanation.
| Question | Suggested format | What to preserve |
|---|---|---|
| How useful was the advice in this conversation? | Short open text | Ask about usable advice, not just the friendliness or speed of the exchange. |
| Did you know what to do next when the chat ended? | Short open text | Check whether the customer left with a concrete next action; a positive conversation can still leave the task blocked. |
| What made the conversation harder than expected? | Short open text | Identify the source of difficulty while allowing respondents to report that nothing was difficult. |
| Was there a clear way to follow up after the chat? | Short open text | Find whether the customer can continue the same issue later rather than having to restart it. |
| Which explanation would you like in writing? | Short open text | Identify an explanation worth preserving so the customer does not rely on remembering an ephemeral conversation. |
Make questions optional where appropriate. If you add a rating scale, label its endpoints, keep one idea per question, and retain a follow-up for reasons. These examples are not a validated measurement instrument.
Read the answers carefully
What the answers cannot tell you.
Measure clarity and resolution separately from response speed.
Illustrative replies mention fast responses but uncertainty about the recommended action. This is an illustrative interpretation problem rather than a real customer result. End the chat with a short action summary and a specific follow-up path.
A useful starting point
A questionnaire for live chat.
Identify whether quick replies also produced useful guidance. Choose the questions that fit the experience you are investigating; avoid asking people to evaluate a step they did not encounter.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.
How useful was the advice in this conversation?
Ask about usable advice, not just the friendliness or speed of the exchange.
Did you know what to do next when the chat ended?
Check whether the customer left with a concrete next action; a positive conversation can still leave the task blocked.
What made the conversation harder than expected?
Identify the source of difficulty while allowing respondents to report that nothing was difficult.
Was there a clear way to follow up after the chat?
Find whether the customer can continue the same issue later rather than having to restart it.
Which explanation would you like in writing?
Identify an explanation worth preserving so the customer does not rely on remembering an ephemeral conversation.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate. How useful was the advice in this conversation? Did you know what to do next when the chat ended? What made the conversation harder than expected? Was there a clear way to follow up after the chat? Which explanation would you like in writing?
Download the questions as text ↓
Examples to adapt, rather than a validated research instrument.
From question to next step
Make the feedback useful.
Set the decision
Write down the decision you want this questionnaire to support: identify whether quick replies also produced useful guidance.
Invite relevant voices
Invite people who experienced the relevant situation. Explain response handling and include an optional skip or not-applicable route. Measure clarity and resolution separately from response speed.
Choose an action
End the chat with a short action summary and a specific follow-up path.
Before you send it
Check what your wording assumes.
Would you agree that live chat feedback was a completely positive experience?
How useful was the advice in this conversation?
The initial wording assumes a positive evaluation. The revised question asks about the actual situation so a respondent can describe difficulty, uncertainty, or a different experience.
Inside the product
Build and preview your questionnaire in SurveyTeams
Choose questions about the customer touchpoint you are investigating, and avoid collecting credentials or private account details. The actual product screenshot shows a separate synthetic post-event demonstration; the example questions on this page are not already loaded in the product.
- Start a manual draft with a title that tells respondents why you are asking. Identify whether quick replies also produced useful guidance.
- Copy or download the relevant example questions above, then create and add the questions in your draft. Review the question notes before deciding which prompts to keep.
- Check the respondent preview, especially this wording: “How useful was the advice in this conversation?” Include a way to say none or not applicable, and review your response-handling instructions.
Screenshots demonstrate creation and preview. Distribution and results are separate steps; availability varies by account and plan.
Build with SurveyTeams
Build your own live chat questionnaire.
Use these examples to draft your questionnaire. Create a survey draft, add questions, and check the respondent preview in SurveyTeams. Additional features depend on your account and plan.
Create your survey in SurveyTeams
Opens product registration. Example questions are not imported automatically.
Learn about the product ↗Before you send it
Questions, answered.
What should I learn from this live chat questionnaire?
Identify whether quick replies also produced useful guidance. Start with one decision you can act on rather than using the survey to confirm a preferred answer.
What should I look for in the answer to “Did you know what to do next when the chat ended?”?
Check whether the customer left with a concrete next action; a positive conversation can still leave the task blocked.
What would a practical next action look like?
End the chat with a short action summary and a specific follow-up path. This is an example action to investigate, not a guaranteed improvement.
When should I send this questionnaire?
Ask after respondents have experienced the specific situation in the first prompt: “How useful was the advice in this conversation?” Allow enough time after a proposed change for people to experience it before repeating the questionnaire.
What should I check after changing the process?
After testing the action, revisit this original observation: Illustrative replies mention fast responses but uncertainty about the recommended action. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.
Can I use these questions in SurveyTeams?
Copy the questions or download TXT, CSV, JSON, or a Markdown worksheet and adapt them in your own survey. The product CTA opens registration and does not import the example. Verify the features and terms available in your account.
Does the product screenshot contain this questionnaire?
It shows a separate synthetic event-feedback example used to demonstrate the real builder. Copy or download the questions on this page and adapt them in your own draft. Registration does not import them automatically.
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