# Live chat feedback survey

Identify whether quick replies also produced useful guidance.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. How useful was the advice in this conversation?

Answer: ____________________

## 2. Did you know what to do next when the chat ended?

Answer: ____________________

## 3. What made the conversation harder than expected?

Answer: ____________________

## 4. Was there a clear way to follow up after the chat?

Answer: ____________________

## 5. Which explanation would you like in writing?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Ask about usable advice, not just the friendliness or speed of the exchange.
2. Check whether the customer left with a concrete next action; a positive conversation can still leave the task blocked.
3. Identify the source of difficulty while allowing respondents to report that nothing was difficult.
4. Find whether the customer can continue the same issue later rather than having to restart it.
5. Identify an explanation worth preserving so the customer does not rely on remembering an ephemeral conversation.

Interpretation caution: Measure clarity and resolution separately from response speed.


## Illustrative finding and follow-up

Observation: Illustrative replies mention fast responses but uncertainty about the recommended action.

Action to test: End the chat with a short action summary and a specific follow-up path.

Follow-up: 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.