Chatbot questions that show where your bot helps and where it stalls
Ask customers how the chat went, from whether the bot answered to the handover to a person. Each question below comes with when to ask it and what the answer tells you.
What chatbot feedback survey questions tell you
Chatbot feedback survey questions ask customers whether the bot answered their question, how much effort the chat took, how natural it felt and what happened when it couldn't help. Chat logs show what was said, and these answers show whether the customer left with an answer, which is the number that matters for self-service.
Ask right after the chat ends, with a popup on the page where the chat ran or a link in the chat's closing message. Keep it to two or three questions: whether it answered, the effort and what it couldn't handle. Show the handover question only to customers who asked for a person.
Each written answer gets a category, a theme, a type such as question or complaint and a sentiment, so the questions your bot can't answer sort into topics you can add to it. Results shows the median minutes customers spent in the chat, a number to follow as the bot improves.
- Questions
- 12
- Best asked
- Right after the chat ends
- Industry
- Any business
- Where to find them
- From library in the Usertick survey editor, on every plan
The 12 chatbots and self service questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Whether the bot helped
Start with whether the bot answered and how much effort it took, then how the conversation felt and how long it ran.
- 01Yes / No
Did the chatbot answer your question?
Whether the chatbot answered the customer's question. Select No in Results to filter the page and read what those customers asked and hoped for.
- 02Customer effort
How much effort did the chat take?
A customer effort score for the chat, on a 7 point scale. Results shows the average and the share who found it easy, and selecting a low score shows what those customers did next.
- 04Stars
How natural did the conversation feel?
Rates how natural the conversation felt, in five stars. Read it next to whether the bot answered, since a natural chat that solves nothing still leaves the customer stuck.
- 08Ruler
How long were you in the chat?
How many minutes the customer spent in the chat, up to 20. Results shows the median and the middle half, which you can compare between chats that solved the question and chats that didn't.
When the bot couldn't help
These show what customers did next and what the bot missed, which is your list of answers to add.
- 03Multiple choice
What did you do when the bot could not help?
What the customer did when the bot couldn't help, from asking for a person to giving up. The share who gave up is the cost of every gap in the bot.
- 06Multiple choice
How did the handover to a person go?
How the handover to a person went. Add logic so customers who didn't ask for a person skip it, and read the answers from customers who had to explain again first.
- 10Text
What did you ask that it could not handle?
What the customer asked that the bot couldn't handle. Each answer gets a theme, so the most common gaps become your next set of answers to add.
- 11Text
What answer were you hoping for?
The answer the customer hoped for. Read it next to what they asked, since together they show what a good bot answer should say.
- 12Screenshot
Capture the answer the bot gave you
Lets the customer capture the answer the bot gave, so your team sees the exact reply and can fix it. Results shows a gallery. Screenshot is on every plan, 1 per survey on Free.
Trust and what would make it better
Learn how far customers trust the bot, whether they start with it or with search and what would make it more useful.
- 07Big scale
How much do you trust the answers a bot gives you?
How much the customer trusts answers from a bot, on a 1 to 10 scale. Results shows the average and a column per step, and a low average is a reason to link bot answers to your help pages.
- 09This or that
When you need help, which do you reach for first?
A chatbot against a search box as the first place to look. The split bar shows where customers start, which tells you where to put your best answers.
- 05Multiple choice
What would make the bot more useful?
Customers pick every change that would make the bot more useful. Results shows bars with each share, so you can tell whether to work on answers, links or the handover.
Tips for asking about chatbots and self service
Small choices that get honest, useful answers.
- 01
Ask the moment the chat ends
Show the survey right after the chat closes, on the same page, so the customer still remembers the answer they got.
- 02
Lead with whether it answered
Ask whether the bot answered first. Everything else matters less when the answer is No.
- 03
Turn gaps into answers
Read what the bot couldn't handle each week, and add answers for the questions that come up most.
- 04
Check the handover
Ask customers who reached a person whether they had to explain again, and fix the handover until few of them say so.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about chatbots and self service
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Right after the chat ends, with a popup on the page where it ran or a link in the closing message. From Starter, or on 1 survey on Free, a custom event from your code can open the survey when the chat closes.
Two or three. Ask whether the bot answered, the effort and what it couldn't handle, and show the handover question only to customers who asked for a person.
Yes. Ask the chatbot or search box question to see where customers start, and run a separate survey on your help center pages with targeting by pages.
Yes, on every plan. Each written answer gets a category and a theme from your organization's list, a type such as question or complaint and a sentiment, and each response gets an urgency.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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