Live chat feedback template
Two-question rating shown as a chat closes, with an optional comment. Built to be answered in ten seconds.
3 questions · about 1 minute to complete · free on every plan
Free account required. The template is copied into your workspace; edit anything before publishing.
- When to use it
- At the end of every chat conversation.
- Who it is for
- Website or app visitors who used live chat.
How to use this template
- Send it as soon as the ticket closes; response rates and recall both fall the longer you wait.
- Separate the agent's behaviour from the outcome; a friendly agent and an unresolved problem are different fixes.
- Read open-text answers from the lowest scorers first; they explain the numbers.
Questions in the live chat feedback template
1. How would you rate this chat?
rating
2. Did we answer your question?
single choice · Yes, Partly, No
3. Any comments for the team?
open text
What the results look like
IllustrativeSynthetic sample of 120 responses generated for this preview, not real survey data. Your results page shows the same charts for your own responses.
1.How would you rate this chat?
120 answered| Answer | Count | Percent |
|---|---|---|
| 1 | 7 | 6% |
| 2 | 19 | 16% |
| 3 | 21 | 18% |
| 4 | 27 | 23% |
| 5 | 46 | 38% |
2.Did we answer your question?
120 answered| Answer | Count | Percent |
|---|---|---|
| Yes | 29 | 24% |
| Partly | 50 | 42% |
| No | 41 | 34% |
How to read these questions
- rating: Report the mean and the top-two-box share (the two highest points). Top-two-box is easier to explain and less sensitive to a few extreme answers.
- single choice: Read the share choosing each option, then cross-tab by a segment question to see who differs.
Frequently asked questions
Should the agent's name appear in the survey?
Only if the agent can see their own results and coaching follows. Otherwise ask about 'the person who helped you' to keep answers honest.
How long does the live chat feedback survey take to complete?
About 1 minute: 3 questions, most of them single-tap. Every question can be edited, removed or reordered in the builder before you publish.
Is this template free to use?
Yes. Every template is included on the Free plan. Sign up, click Use this template, and it is copied into your workspace where you can edit it, add your logo and share it by link, email or embed.
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