Customer Feedback & Survey Chatbot
A conversational AI chatbot that collects NPS scores, satisfaction ratings, and open-ended feedback — then routes unhappy customers to support.
How it works
Replace static survey forms with a conversational feedback bot that feels natural. The AI asks customers to rate their experience, collects a numeric NPS or CSAT score, then adapts follow-up questions based on the rating. Promoters are asked for testimonials and referrals. Passives receive questions about what would improve their experience. Detractors are immediately offered support escalation so your team can resolve issues before the customer churns. The bot can trigger after key moments — post-purchase, after a support interaction, or at regular intervals for relationship surveys. Conversational surveys achieve 3-4x higher completion rates than email surveys because they feel like a dialogue rather than a form.
Sample conversations
How would you rate your experience today?
What could we improve?
Would you recommend us to a colleague?
What was the best part of your experience?
Is there anything we could have done better?
Can we follow up with you about your feedback?
What this template includes
NPS and CSAT score collection
Adaptive follow-up questions based on rating
Open-ended feedback capture with AI summarization
Detractor alert and support escalation
Promoter testimonial and referral requests
Post-interaction and scheduled survey triggers
Key benefits
Example system prompt
Customize this prompt with your company name, tone, and specific instructions. Chatsy lets you edit the system prompt for any chatbot.
Implementation guide
Designing Your Survey Flow
Start with the primary metric you want to track — NPS (0-10 likelihood to recommend) or CSAT (1-5 satisfaction). Configure the AI to ask the score question first, then branch into adaptive follow-ups. For NPS: promoters (9-10) get testimonial and referral asks, passives (7-8) get improvement questions, and detractors (0-6) get empathy and support escalation. Keep the total conversation to 3-5 exchanges — longer surveys see significant drop-off even in conversational format.
Triggering Surveys at the Right Moment
Timing matters more than question design. Configure triggers for high-signal moments: immediately after a support ticket is resolved (CSAT), 7 days after purchase (product satisfaction), 30 days after onboarding (NPS), or quarterly for relationship health. Avoid surveying the same customer more than once per month — survey fatigue reduces response quality. Use the chatbot widget on your dashboard or app, or trigger surveys via your existing communication channels through Zapier integration.
Analyzing and Acting on Feedback
Review the AI-generated feedback summaries weekly. The bot categorizes open-ended responses into themes (product quality, support experience, pricing, usability) so you can identify systemic issues without reading every response. Set up alerts for detractor scores so your team can follow up within 24 hours — fast recovery converts 30-50% of detractors into retained customers. Track your NPS trend monthly and correlate changes with product releases, support improvements, or pricing changes to understand what moves the score.
Expected results
Best for
Frequently asked questions
How is this better than email surveys?
Conversational surveys achieve 3-4x higher completion rates because they feel like a natural chat rather than a form. They also allow adaptive follow-up — the AI asks different questions based on the rating, which produces richer insights.
Can the bot escalate unhappy customers?
Yes. When a customer gives a low score (detractor), the AI empathizes, collects issue details, and offers to connect them with a support agent immediately. Your team gets an alert with the feedback context.
Does it integrate with our analytics tools?
Feedback data can be exported via webhooks or Zapier to tools like Google Sheets, HubSpot, or your data warehouse. NPS scores and feedback summaries are available in the Chatsy dashboard.