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Live chat satisfaction survey template

Rate every chat while it is fresh, and see which ones solved the problem

Four questions as a chat ends: whether the question was answered, how satisfied the customer is, how they rate the agent and what the agent could have done better. Usertick reads every written answer and flags the urgent ones.

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What this live chat survey tells you

A live chat satisfaction survey asks customers about a chat the moment it ends. This template asks whether their question was answered in this chat, which shows how many chats solve the problem the first time, then satisfaction with the help, a rating of the agent who helped and what the agent could have done better. Four questions take about 50 seconds.

It is written for a popup on your website or in your web app, opened when the chat closes. Your chat tool runs on the same page, so from Starter, or on 1 survey on Free, your code calls Usertick.trigger("chat_closed") when the tool reports that the conversation ended, and the survey opens on that custom event. Without the event, open it after a short idle time on your help pages instead.

Results shows the share of chats that answered the question, the satisfaction average with a bar per star and the share who rated 4 or higher, and the agent rating, each against the period before. Select No on the first question to see what those customers say the agent could have done better. Every written answer gets a theme, a type and an urgency.

On your websiteAs a linkIn an emailAs a conversation
Questions
4
Time to answer
About a minute
Written for
A popup on your site the moment a support chat ends
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

On your website

Show it as a popup, a side button or inside the page, and choose the pages and the moment it opens: on page load, after a delay, on scroll or as someone is about to leave, on every plan. Event and behavior triggers work on 1 survey on Free and on every survey from Starter.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · Yes / No

Was your question answered in this chat?

Why ask it
Whether the question was answered in this chat decides whether the customer has to come back. A yes or no measures it without asking them to judge the process.
What you learn
The share that said yes, against the period before, which you can report as your chat resolution rate. Select No to see the ratings and comments of chats that left the question open.
Make it yours
Keep it first, since it frames the two ratings that follow.
Question 2 of 4 · Stars

How satisfied are you with the help you received?

Why ask it
Satisfaction with the help covers the whole chat, including the wait for an agent and any transfer, which the agent rating alone leaves out.
What you learn
The average, a bar per star and the share who rated 4 or higher, your chat CSAT, against the period before.
Make it yours
On every plan, set an alert workflow that tells the team in Slack when the average falls below a line you choose over 24 hours.
Question 3 of 4 · Stars

How would you rate the agent who helped you?

Why ask it
Rating the agent separately shows whether a poor chat came from the person or from the process, such as a long wait or a gap in your help content.
What you learn
The average agent rating, a bar per star and the share who rated 4 or higher, against the period before.
Make it yours
Read it next to question 2: a high agent rating beside low satisfaction points to waiting times or a policy the agent can't change.
Question 4 of 4 · Text · Optional

Is there anything the agent could have done better?

Why ask it
Customers can name the moment that went wrong: a canned reply, a transfer, a promise to email that never came.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to 8 themes and their trends. Urgent answers are flagged, such as a customer who still can't pay.
Make it yours
Keep it optional, and share the top themes at your weekly team meeting.

What the answers show

Results turns each question into numbers you can follow week by week.

How satisfied are you with the help you received?

The average rating and the share who gave 4 or 5 stars, against the period before.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Live chat rating in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Open it when the chat ends

    Fire a custom event from your page when the chat closes, so the survey opens at the right moment. Custom event triggers work from Starter, or on 1 survey on Free.

  2. 02

    Ask after every chat

    Set the show frequency to every visit, so a customer who chats again next week can rate the new conversation.

  3. 03

    Keep sales chats apart

    If your team also chats with buyers on pricing pages, exclude those pages, so the ratings describe support alone.

  4. 04

    Review the No answers daily

    Give each No an owner in the inbox and pick the conversation up again by email the same day.

Customer supportWebsite surveysSupport questions

More support templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
SupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.
SupportContact form follow-upCheck that messages sent through your contact form got a timely, useful reply. Send it two days after the form is submitted.
SupportPhone support ratingMeasure hold times, first-call resolution and how callers rated the person they spoke with. Send it by text or email right after the call.
SupportHelp search with no resultsCatch the questions your help center can't answer yet, straight from the search box. Show it when a help search returns no results.

Questions from the library

Browse the question library
  1. Was your issue resolved?Yes / No · Support
  2. How much effort did it take to get help?Customer effort · Support
  3. How could we have handled this better?Text · Support
  4. Did the chatbot answer your question?Yes / No · Chatbots and self service
  5. How much effort did the chat take?Customer effort · Chatbots and self service
  6. What did you do when the bot could not help?Multiple choice · Chatbots and self service

Frequently asked questions

From Starter, or on 1 survey on Free, call Usertick.trigger with an event such as chat_closed when your chat tool reports that the conversation ended, and set the survey to open on that custom event. Your chat tool's JavaScript documentation names the event to listen for.

Yes. The survey runs on your page beside the chat tool and opens on the event your code fires. On every plan, a workflow can also send each rating to Intercom as an event on an existing contact, or open a Zendesk ticket for every No.

This survey asks whether the question was answered and rates the help and the agent apart, and Usertick reads every comment and sorts it by theme next to the rest of your feedback.

Read the comment first: a low rating that mentions a long wait or a missing answer points to the process. Coach on the patterns that come up across several chats.

A high share of chats that answered the question, satisfaction and agent ratings that hold or rise against the period before, and few urgent comments. Watch the gap between the two ratings as well as each one.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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  • 150 responses a month on Free
  • Every channel and AI analysis
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