Post-Chat Survey Form Template
A post-chat survey works when it stays on the conversation the customer just had: whether the chat resolved the problem, how much effort it cost them, and what the team should change. This template carries the full follow-up set for the link you send with the chat's closing message, so it pairs with the one-tap rating in your chat widget instead of replacing it.
Who it's for
- Support teams that send a closing message with a link after every chat.
- SaaS founders who review chat quality weekly and need more than a bare rating.
- Agencies and services that support clients over chat and want resolvable, not repeated, problems.
When to use it
- Send the fuller question set straight after the chat widget's one-tap rating.
- Trace a bad week to the wait for an agent or the work that followed a transfer.
- Give a customer room to explain a partly solved problem before it resurfaces.
Form spec
Every question this template ships with, how it is asked, and whether respondents have to answer it.
How satisfied were you with the support you received?
single-select
RequiredDid we resolve your problem?
radio-group
RequiredHow easy was it to get your problem handled today?
single-select
RequiredHow long did you wait before an agent joined the chat?
single-select
OptionalAfter a transfer, did you have to explain your issue again?
radio-group
OptionalWas the agent clear about the next step when the chat ended?
radio-group
OptionalWhat would you have changed about the conversation?
text-area
OptionalEmail for follow-up
text-input
OptionalHow to customize it
Open the template in the builder and change only what your workflow needs. The questions stay connected to the same form and response flow.
- 1Trim to the satisfaction, resolution, and effort questions for a shorter link survey.
- 2Reword the satisfaction and effort scales so they match what your agents actually promise.
- 3Add a file-upload field for transcript screenshots and connect Google Drive as the destination.
- 4Set a closing date or response limit so the link stops collecting answers on schedule.
Frequently asked questions
Eight questions: satisfaction with the support received, whether the problem was resolved, how easy it was to get it handled, the wait before an agent joined, whether a transfer forced a repeat explanation, and whether the next step was clear, plus an optional comment field and an optional follow-up email.
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Start with this template
Open it in the builder, adjust the questions, and share the form when it is ready.