Live Chat Experience Survey
Rate wait time, helpfulness, and resolution the moment a chat session ends.
4 questions · 1 page · about 1 minute to answer · fully editable after you start
Chat sets a different expectation than email: customers expect an answer now. This end-of-chat survey measures the wait before the first reply, whether the answer actually helped, and whether the customer had to repeat themselves – the classic chat failure when conversations bounce between agents.
Because it takes under a minute, completion rates stay high enough to score individual agents fairly. Use the trend line to staff your chat hours where the wait-time scores sag.
Template preview
This is a picture of every question as a respondent would see it, so nothing on it can be clicked or typed into. Use this template to get your own editable copy.
Opens in the Light theme, or in your own default theme if you have set one — change it anytime to any of the 4 built-in looks, or build your own on a paid plan.
Page 1
Your chat session
This survey is about the live chat you have just had with us. Your answers show us whether chat is quick and helpful enough, and where it lets people down. It takes about 1 minute.
Q1.How satisfied are you with this chat session?*
Q2.How long did you wait for the first reply?
- Under a minute
- 1 to under 3 minutes
- 3 to 10 minutes
- More than 10 minutes
Q3.Did you have to repeat information you had already given?
- No
- Yes, once
- Yes, several times
Q4.How could we make chat support better?
Where this template is used
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