15 min read

Chat Surveys: What Are They & How They Work in 2024

Have you ever heard about chat surveys and wondered, “What is a chat survey?” Or how it's transforming traditional market research?

Let’s shed some light on this emerging marketing approach that's revolutionizing online feedback collection mechanisms.

What is a Chat Survey?

A chat survey is a more interactive and engaging method of gathering feedback. 

This tool is not different from conventional surveys in what it seeks to achieve - collecting responses from individuals about a product, service, experience, or company. 

However, the approach used by chat surveys is unique, as it veers away from the ordinary.

Just as the name implies, chat surveys offer a conversational approach to surveys. They are created to interact with the participants like a real-life conversation, which keeps the flow of questions dynamic based on the responses given. 

This conversational setup makes the respondents more comfortable and potentially forthright, unlike traditional surveys' static and rigid forms. It's refreshing and interactive, making the process much less monotonous and likely to increase the quality and quantity of the collected data.

Why People Prefer Chat Surveys

Given their modernity and interactivity, chat surveys are swiftly becoming a preference for many. 

But why do people prefer chat surveys? Here are a few compelling reasons:

- Engagement Over Monotony: Traditional online surveys often suffer from survey fatigue, leading to a dip in response quality towards the end of the survey. However, due to their dynamic and conversational nature, chat surveys keep the respondents engaged until the end.

- Faster and Easier: Long surveys that stretch multiple pages are quickly becoming a hassle for internet users. Chat surveys are usually short, snappy, and right to the point, making them a much quicker and more straightforward option.

- Instant Dialogue: The real-time experience feels more personal and less like a chore. This instantaneity makes respondents feel valued and heard—two essential aspects that can significantly improve data quality.

- Compatibility with Multiple Devices: Users appreciate the convenience of being able to take the survey on their preferred device—be it a computer, smartphone, or tablet. Chat surveys are designed for seamless completion, regardless of the device.

- Interactive and Real-Time Dialogue: Imagine you're involved in an engaging conversation—that's how chat surveys are designed. They leverage real-time interactions, making respondents feel as though they're having a genuine, one-to-one conversation. This interactive dialogue keeps respondents engaged and prompts them to provide thoughtful responses.

- Personalization: With chat surveys, questions can be tailored based on the respondents' previous answers. This personalization not only ups the engagement factor but also leads to a higher completion rate.

- Chat-like Interface: Bringing familiarity to the fore, the chat-like interface makes it less daunting for respondents to provide answers. Borrowing elements from instant messaging platforms, this interface is modern, friendly, and easy to use. It's difficult to overlook the draw of this innovative format.

Using Chat Surveys: Best Practices and Tips

The exploration of chat surveys has already unveiled their impressive potential, and now, it's time to immerse ourselves in the practical side of things. 

Understanding best practices and guidelines can significantly improve your survey strategy, ensuring top-notch data quality and guaranteeing a contemporary, user-friendly survey experience. 

This section sheds light on three significant areas: pre-chat surveys, post-chat surveys, and offline surveys, all promising to make your chat surveys a resounding success!

three people sitting together and working with their laptops

Pre-chat Surveys: Their Importance and Implementation

Imagine this: You walk into a meeting with a new client. Before you get into the nitty-gritty, you exchange some pleasantries, understand the client's preferences, and develop a rapport. 

You wouldn't jump straight into a deep discussion without some initial interaction, would you? The same principle applies to surveys; hence, the importance of a pre-chat survey.

A pre-chat survey serves as a warm-up session before the actual chat survey begins. It's a chance to gather preliminary information, set the tone of the session, and prepare the respondent for the upcoming questions.

Here are some points emphasizing the importance of pre-chat surveys:

  • Lead Generation: A carefully planned pre-chat survey can capture lead information, opening avenues for future communication.
  • Building Rapport: By asking simple, non-invasive questions, you can establish a rapport with the respondent, setting a positive tone for the forthcoming survey.
  • Segmenting Information: The pre-chat survey can provide essential data to segment respondents into appropriate categories, promoting personalization.

Now, let's move on to how you can successfully implement a pre-chat survey:

  • Keep it Short: Remember the importance of respecting the respondent's time. The pre-chat survey should consist of concise, simple questions that can be answered quickly.
  • Use Open-ended Questions Sparingly: While open-ended questions provide detailed responses, they might consume more time. Hence, use them sparingly in pre-chat surveys.
  • Maintain Relevance: Ensure the pre-chat survey's questions align with the main survey's objective.

-> You can check how to use AI chatbots to automate lead generation.

Post-chat Surveys: The Insight Drivers

On the flip side, once the chat survey concludes, there's still valuable data waiting to be captured—the post-chat survey. 

Often overlooked, a well-curated post-chat survey can bolster your understanding of the respondent's experience and provide valuable feedback on your survey design and its effectiveness.

Why invest time and effort in post-chat surveys, you ask? Let's delve into some compelling reasons:

  • Measure User Experience: Post-chat surveys can provide handy insights into user experience, capturing their feedback on the process's simplicity, question clarity, and overall engagement.
  • Capture Missed Information: If your chat survey missed out on critical information, your post-chat survey could serve as a second chance to capture it.
  • Evaluation and Improvement: A candid evaluation from the respondent's perspective can pinpoint areas that need improvement, helping optimize your future surveys.

-> You can check how to collect feedback with AI chatbots.

Tips to implement effective post-chat surveys:

  • Be Direct and Specific: Clearly state what information or feedback you are seeking from the respondent.
  • Use a Mix of Questions: Utilize both open-ended and closed-ended questions for an in-depth perspective.
  • Respect Privacy: Understand that the respondent has already taken the time to complete your chat survey. Hence, be respectful and avoid pressing for unnecessary information.
team sharing ideas and creating a business strategy while working together

Offline Surveys: In-depth Exploration

While we're venturing into the digital world, let's not forget the value of offline surveys. 

Believe it or not, despite the digital revolution, offline surveys continue to offer certain distinctive benefits. 

Let's dive deeper into this lesser-explored aspect of surveys:

Offline surveys refer to surveys conducted in person, over the phone, or through mail-in forms. 

They might not sound as flashy as chat surveys or conversational surveys, but they have their unique strengths:

- High-quality Responses: Personal interaction can often lead to detailed, insightful responses.

- Greater Control over Response Rate: In face-to-face surveys, respondents are less likely to drop out midway.

- Builds Trust and Credibility: Personal interaction between the surveyor and respondent can foster trust.

Just like their digital counterparts, offline surveys also require care and attention in their execution:

- Keep Privacy in Mind: Ensure retain the respondent's trust by respecting their privacy during offline surveys.

- Ensure Clarity: Clear communication is key. The respondent should thoroughly understand each question before answering.

- Avoid Lengthy Surveys: The same rule from online surveys applies here. Keep your survey concise and relevant.

-> You can also check how to improve response quality of your chatbot.

Features of Modern Chat Survey Tools

There are other platforms harboring their strengths, offering unique features to enhance the survey-taking experience and collect better insights.

Let's dive into these comprehensive features that you should consider while choosing a modern survey tool:

  • Custom URLs: Having a custom URL gives your surveys a professional look, resonates with your brand identity, and makes the surveys easily discoverable.
  • Email Notifications: This feature enables you to receive real-time notifications for each response or for a batch of responses, keeping you updated on the survey's progress.
  • Webhooks: Webhooks are a simple method to retrieve and store data from other apps whenever certain actions are performed, enhancing the integration capabilities of your survey tool.
  • Mobile Optimization: With a considerable increase in mobile users, having a mobile-optimized survey is essential to provide a seamless survey experience, irrespective of the device being used.
  • Descriptive Analytics and Reporting: A straightforward, integrated analytics suite is crucial to understanding the performance of your surveys and gaining quick insights.
  • Exporting Data: The ability to export your collected data to various formats (like CSV or Excel) for further analysis is an indispensable feature.
  • Survey Templates: A collection of pre-built templates for various scenarios can speed up the survey creation process.
  • Question Branching/Skip Logic: This feature allows you to direct respondents through different paths in the survey based on their responses.
  • Language Adaptability: A multilingual survey capability is a must-have feature if you cater to a global audience. You can check multilingual AI chatbots.
  • Security and Compliance: Robust security measures and GDPR/HIPAA compliance ensure the data collected is secure, maintaining respondent trust.

Case Studies of Chat Surveys

As we delve deeper into the realm of chat surveys, it's worth noting that their potential isn't merely theoretical. Many organizations, big and small, have successfully implemented chat surveys in their online feedback collection strategies.

In this section, we will examine two intriguing case studies highlighting chat surveys' real-world effectiveness. The first study involves national health, technology, and media research. 

The second case highlights a popular chat-based survey titled "Your Opinion Counts," which embraced the live chat feature to its advantage.

These case studies, laden with tangible examples and success stories, affirm the transformative impact of chat surveys in the modern marketing landscape.

a doctor talking to his consultants through surveys

National Study on Health, Technology, and Media

Our case takes us to a large-scale study by a prominent national health organization that sought public opinion on health-related policies, media consumption habits, and the role of technology in health management.

The organization, relying traditionally on email surveys, sought to ramp up its outreach and data collection efficiency. And the answer lay right in front of them – chat surveys.

Through a mobile-optimized, visually appealing chat survey, the organization replaced its age-old email surveys, hoping to foster improved user interaction and capture valuable data more efficiently.

And the results were impressive:

- Increased Engagement: Usage stats showed that people interacted more with the chat survey in comparison to the email survey. Respondents found the chat environment comfortable and engaging, leading to more robust and insightful data.

- High Response Rate: The simplified, entertaining nature of the chat survey led to a higher response rate, outperforming the performance of the traditional email-based survey.

- Reduced Drop Outs: Compared to their historical data, the drop-out rate significantly decreased. Respondents were more likely to complete the chat survey due to its conversational format and as it seamlessly fitted into their mobile-oriented lives.

This case study underscores the power of chat surveys in improving user engagement, curtailing drop-outs, and effectively accumulating valuable data. 

The shift to chat surveys was a groundbreaking move that helped the organization gather previously difficult insights to obtain via traditional surveys.

LiveChatAI: Surveys with Live Chat Feature

This innovative AI chatbot platform emphasizes making every survey respondent feel valued.

And how better to value someone's opinion than by facilitating a personal conversation?

the homepage of LiveChatAI for chat surveys

The platform transformed its approach by replacing the old-fashioned static forms with chat surveys, and these chat surveys came with a little surprise - a live chat feature.

The live chat feature ensured that respondents could have real-time interactions with a human agent if they needed to clarify any doubts or ask for more information. This blend of automated chat surveys with a live chat capability made respondents feel acknowledged, appreciated, and genuinely engaged.

The implementation of the live-chat feature drastically changed the survey landscape for LiveChatAI, leading to some astonishing results:

  • Improved User Satisfaction: The respondent's feedback overwhelmingly showed an appreciation for the live chat feature, making them feel more valued and connected.
  • Detailed Insights: The blend of chat surveys with live chat opened doors to comprehensive and rich insights. Respondents were more comfortable expressing their opinions and delivering honest feedback.
  • Maximized Survey Completion: The combination of an engaging chat-like interface and real-time human interaction reduced the instances of survey abandonment drastically.

It highlights the importance of personal connection in any interaction, even in the seemingly impersonal world of surveys.

In conclusion, these case studies underline the transformative potential of chat surveys in action. 

They demonstrate how chat surveys have helped organizations revolutionize their data-collection strategies, leading to significantly improved response rates, better data quality, and an overall enhanced user experience for the survey participants.

How Chat Surveys Affect Market Research

Gone are the days when market researchers had to rely solely on lengthy, dull, and impersonal surveys to collect information. 

Today, chat surveys have emerged as a dynamic, interactive, and engaging method of gathering consumer feedback and attitudes.

Here are some ways that chat surveys are dramatically changing market research:

- Improved User Experience: The convivial and interactive nature of chat surveys can increase the respondent’s willingness to provide quality responses, thus driving up participation rates and data points.

- High Response Rate: As chat surveys provide a conversational experience, many participants genuinely enjoy the process, leading to higher completion rates.

- Better Quality Data: Respondents are more likely to give thoughtful and detailed responses in a more interactive and engaging format, leading to more valuable insights.

- Quick Turnaround Time: Since chat surveys are usually shorter and more engaging, they have a quicker turnaround than their traditional counterparts, allowing for faster data collection and analysis.

Chat surveys are revolutionizing market research, making it more personalized, engaging, and efficient. 

Not only do they provide an enhanced experience for the survey takers, but they also deliver more detailed and accurate data for marketers, helping to drive informed business strategies.


In conclusion, chat surveys serve as instrumental tools in capturing real-time feedback, encouraging engagement, and understanding user preferences.

Their strategic deployment can significantly enhance business performance and user experience.

Frequently Asked Questions

Are Chat Surveys Secure?

Yes, if implemented correctly. Ensure your survey tool complies with data protection regulations and uses secure methods for data transmission and storage. Communicate your privacy policy to respondents to build trust.

Can Chat Surveys Be Automated?

Yes, chat surveys can be automated using chatbots or survey tools integrated with your chat platform. Automation ensures surveys are consistently presented and responses are collected efficiently.

How Can Post-Chat Surveys Improve Customer Service?

Post-chat surveys help identify areas for improvement by collecting feedback on the customer’s experience. They can reveal common issues, agent performance, and customer satisfaction levels, providing actionable insights to enhance service quality.

For further reading, you might be interested in the following:

I’m Perihan, one of the incredible Content Marketing Specialists of LiveChatAI and Popupsmart. I have a deep passion for exploring the exciting world of marketing. You might have come across my work as the author of various blog posts on the Popupsmart Blog, seen me in supporting roles in our social media videos, or found me engrossed in constant knowledge-seeking 🤩 I’m always fond of new topics to discuss my creativity, expertise, and enthusiasm to make a difference and evolve.