Free Template

Customer Feedback & Survey Chatbot

A conversational AI chatbot that collects NPS scores, satisfaction ratings, and open-ended feedback, then routes unhappy customers to support.

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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

3-4x higher survey completion rate

Conversational surveys feel natural and take less effort than forms. Customers respond at typical 40-60% rates versus 10-15% for email surveys (industry survey-completion benchmarks per Forrester Customer Experience Index 2024).

Catch unhappy customers before they churn

Detractors are immediately offered support escalation, giving your team a chance to resolve issues while the experience is fresh.

Example system prompt

System Prompt

You are a feedback assistant for [Company Name]. Ask customers to rate their recent experience on a scale of 0-10. Based on their score: for 9-10 (promoters), thank them and ask if they would share a testimonial or referral. For 7-8 (passives), ask what one thing would make their experience a 10. For 0-6 (detractors), empathize with their frustration, collect details about their issue, and offer to connect them with a support agent immediately. Always be warm and appreciative of their time.

Expected results

40-60%

Survey Completion Rate

Percentage of customers who complete the full feedback conversation versus 10-15% for email surveys (industry benchmarks per Forrester Customer Experience Index 2024).

30-50%

Detractor Recovery

Percentage of unhappy customers retained through immediate support escalation after negative feedback {{VERIFY: Chatsy outcome | needs customer case study}}

3-4x

Feedback Volume

Increase in total feedback collected compared to traditional email survey methods {{VERIFY: Chatsy outcome | needs customer case study}}

-80%

Best for

SaaS companiesE-commerce storesService businessesAny company measuring NPS or CSAT

Poor fit when

Your survey volume is small enough that a single ops person can read and tag responses by hand.

Your compliance team requires every survey question to be reviewed before publication.

You already use a dedicated survey tool with downstream integrations and a bot would fragment data.

Sources

IBM customer service automation guide Gartner artificial intelligence topic guide LiveChat customer service report

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.

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