Post-chat survey questions: short and follow-up examples

Start a post-chat survey with satisfaction, resolution, and an optional comment about what to change. Ask about the conversation the customer just had. The longer follow-up set also covers wait time, effort, and transfers if you need to investigate those parts of the experience.

A three-question post-chat survey example

Ask these three questions while the conversation is still fresh:

1. How satisfied were you with the support you received in this chat? (Very dissatisfied, Dissatisfied, Neither satisfied nor dissatisfied, Satisfied, Very satisfied)
2. Did we solve your problem in this chat? (Yes, and I have what I needed; Partly, more work is underway; No, still open)
3. Anything we should do differently next time? (optional)

A customer can be satisfied with the conversation and still need help. The resolution question lets you identify those open issues alongside the satisfaction score.

Your chat tool's widget handles an in-chat survey. A standalone form opens through its own link. You can use the same question wording in both: a quick rating in the widget, then a longer form for the details behind the score.

Post-chat survey questions for the follow-up link

Send a link in the chat tool's closing message when you need more detail. Choose the questions that address the problem you are investigating:

1. How satisfied were you with the support you received for this request? (5-point scale)
2. Did we resolve your problem? (Yes / Partly / No)
3. How easy was it to get your problem handled today? (Very difficult, difficult, neither easy nor difficult, easy, very easy)
4. How long did you wait before an agent joined the chat? (Under a minute, 1 to 5 minutes, 5 to 15 minutes, longer, or I used a bot first)
5. After a transfer, did you have to explain your issue again? (Yes, I repeated myself; no, the context carried over; or there was no transfer)
6. Was the agent clear about the next step when the chat ended?
7. What would you have changed about the conversation? (optional)
8. If we should follow up, where can we reach you? (optional email or phone)

Question 5 asks whether context survived a transfer. A customer who had to explain the issue twice gives you a handoff to investigate, even if they gave the agent a good rating.

Example messages to send with the survey

For a resolved chat: “Thanks for chatting with us. How did this conversation go? Share your feedback here: [survey link].”

For an open issue: “Your request is still open, and the next step is [next step]. If you would like to rate today’s conversation, use [survey link]. For help with the issue itself, reply to [support channel].”

Keep support instructions separate from the survey. Do not tell people their problem is solved just because the chat window closed. The Post-Chat Survey template is a standalone follow-up form. Configure your chat tool to send its link, or have the agent paste it into the conversation.

What the answers are for

Read ratings and comments together. The customer satisfaction survey guide explains how to score the ratings. A chat rated 5 with the comment "great, but I never did get a copy of that transcript" still needs a follow-up. Questions 4 and 5 help you distinguish waiting for an agent from problems after the agent joins.

Check effort and resolution alongside a middling score. A 3 from someone whose problem is half solved needs a different follow-up from a 3 about friendliness. Keep an optional comment field for details your fixed questions did not cover, even when many people leave it blank.

Sending it without annoying people

Limit how often you ask the same customer for feedback. For a chat handled entirely by a bot, skip questions about the agent. Either skip the survey or ask one question about whether the bot finished the job.

Set the form up before the first send

Start from the Post-Chat Survey template, which includes the follow-up questions. Satisfaction, resolution, and effort are required. The other questions, including the follow-up email, are optional. To collect transcript screenshots, add a file-upload field and connect Google Drive as its destination. Set the answer scales before sending the survey; changing a scale midmonth makes the month's numbers hard to compare.

Each form has its own responses, and its analytics page shows the completion rate. If few people finish, try removing a question and check the next batch of responses. Test with one internal chat first, including checking that the team can find the answers.

For question banks by goal, from product testing to employee pulses, see the survey questions guide.