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Web Chat & Chat Bot
This survey is to understand your experiences with using a chat bot and or web chat. DVSA is currently looking at its services for customers, in particular communication via our website, in order to improve your experience when contacting us.
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* Indicates required question
Have you ever chatted with a chatbot?
*
Yes
No
Can't remember
Required
Have you ever used Webchat?
*
Yes
No
Can't remember
Would you prefer to wait in a queue if it meant you could speak with a human agent within 10 -15 minutes
*
Yes
No
Don't mind
Would you be willing to talk to a chatbot/use webchat initially in order to be transferred to an agent you can speak to?
*
Absolutely not
1
2
3
4
5
Definitely Yes
If you have used a webchat or chatbot, what were the positive features?
*
The chatbot/webchat dealt with me quickly
The service was able to successfully assist me
The chatbot/webchat was able to transfer me to human agent who could assist me better
The chatbot/webchat could help me outside of normal customer service hours
It was nice using the The chatbot/webchat technology
Required
If you have used a webchat or chatbot, what were the negative features?
*
The chat bot/webchat did not respond quickley
The chatbot/webchat did not understand what I was typing
The chatbot/webchat did not direct me to the appropriate place
The chatbot/webchat was not able to get my query answered
The chatbot/webchat was not a good experience
Required
Why would you use the chatbot/webchat DVSA service?
*
To ask a question
Resolving an issue
Asking for guidance
Asking for advice
Required
What is important to you when interacting with webchat and/or a chatbot?
*
It should be friendly
It should respond in real time
Give an option to transfer to a human agent
Feel like I have been listened to
provides me with the information I need
should use plain and simple language
Required
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