Chat Satisfaction Survey: Ask Visitors to Rate Every Chat With a Thumb and a Comment, Then See the Score in Reports
Chat satisfaction survey results are the quickest way to learn whether your replies helped, and LiveChatBot keeps it to one tap: after someone on your team replies, the visitor can rate the chat thumbs up or thumbs down and leave a comment. Ratings show in your inbox and in Reports, with no extra tool and no per-seat charge.
Illustrative example: the visitor rates the chat and adds a comment.
⚡ In short
- Visitors rate a chat with a thumbs up or down and an optional comment, once someone has replied.
- Turn it on in Settings, Widget design, Features.
- The rating appears as a badge in the inbox. Reports show the Satisfaction % and list ratings with comments.
- It is a thumbs rating, not a 1 to 5 CSAT or NPS survey, and nothing is sent by email.
What it is
What the chat satisfaction survey does
Most small teams never ask customers how a chat went. They guess from silence, and silence can mean happy or gone. A chat satisfaction survey replaces the guess with a signal.
In LiveChatBot, once a person on your team has replied in a chat, the visitor can rate it. They tap a thumb, and they can add a short comment. That is the entire survey, and it is short on purpose: a one-tap question gets answered far more often than a form with five boxes.
Where the answers go
Every rating lands in three places: a badge on the chat in your inbox, the Feedback list in Reports with the comment beside it, and a Satisfaction % in Reports. You do not need to export anything to see how you are doing.
How it works
How to turn on the chat satisfaction survey, step by step
Setup takes about a minute.
- Open Settings in your dashboard and go to Widget design.
- Open Features and switch on chat ratings.
- Save. The next time a visitor chats and someone replies, they can rate it.
- Check the inbox. Rated chats show a rating badge.
- Open Reports and look at Feedback and the Satisfaction %.
Who sees the rating prompt
The prompt appears after someone has replied, so a visitor who never got an answer is not asked to score you on silence. That keeps the numbers fair and reflects the replies you actually gave.
Reading results
Read the score and the comments together
The Satisfaction % is useful, but the comments are where the lessons are. A single sentence like “took too long” tells you more than a percentage.
Working out your own CSAT-style score
LiveChatBot shows Satisfaction % in Reports. If you want to calculate it yourself, the common method is simple: divide thumbs up by all ratings, then multiply by 100. For example, 45 thumbs up out of 50 ratings is 90%. These numbers are illustrative.
A weekly routine
- Open Feedback in Reports and read every thumbs-down comment.
- Click through to the chat from the inbox badge and see what went wrong.
- Decide on one fix: a new saved reply, a corrected fact in the knowledge base, or a change in opening hours.
- Note the Satisfaction % in a sheet so you can see the trend over a month.
For what counts as a healthy score, see what is a good CSAT score.
Who it is for
Who should use a chat satisfaction survey
Any team that answers chats and wants proof of quality, however small.
- Solo owners: a quick check that your replies land well when you are busy.
- Small support teams: compare how different weeks or hours go. The Reports also include a by-agent table showing assigned conversations and replies sent.
- Shops and service businesses: catch unhappy customers early, before they post a public complaint. See live chat for customer service.
- Teams using the AI Agent: compare ratings on chats where the AI answered with ones where a person took over.
Because LiveChatBot has no per-seat charges, adding teammates does not make the survey cost more. Free plan covers two websites, with 100 free visitors per website per month.
Comments
Turn thumbs-down comments into fixes
Here are three illustrative comments and what each one suggests. They are made up to show the method.
“Took too long to reply”
Check the hours on the chat. Is the widget showing as online when nobody is there? Fix your opening hours, and use the away form to collect an email or phone number after hours.
“Answer was wrong”
Find the chat, copy the correct answer into your saved replies or knowledge, and tell the team. If the AI Agent answered, correct the facts in Knowledge or add a line to the Rules box.
“Wanted to speak to a person”
Add a clear handover. Flows can offer a human option early, and handoff topics can be set for the AI Agent. A visitor asking for a human triggers a red alert for your team.
Keep the habit small
Ten minutes a week on the Feedback list is enough. Fix one thing, note the score, repeat.
Honest limits
What this survey does not do
Be clear about the limits so you can decide if it is enough.
- It is a thumbs rating, not a 1 to 5 scale, so you cannot compute an average star score.
- There is no NPS question and no emailed follow-up survey.
- There is no sentiment scoring of the comment text. You read comments yourself.
- There is no custom survey builder with your own questions.
What to do if you need more
Use the thumbs and comments for day-to-day quality. If you need a longer survey, send a link from a saved reply to a form you build elsewhere. Zapier, webhooks and the REST API can also move data into other tools. Check the integrations page for what is available.
Ask for it
Ask for the rating at the right moment
The rating prompt shows after a reply, so a good habit is to end each chat with a clear closing line. Something like “Is there anything else I can help with?” tells the visitor the chat is done and invites a thumb. Close politely, thank them by name using {name} in a saved reply, and let the prompt do the rest.
Do not chase ratings
Never ask visitors to give a thumbs up in return for a discount or a favour. It skews the score and defeats the point. A few honest ratings are worth more than many pushed ones. Rate-limited to 20 per minute per IP, so the prompt also cannot be flooded by one visitor.
Better response
Make the survey work harder with better replies
A survey measures your service. It does not fix it. The ratings improve when the basics improve.
Three things that raise ratings
- Reply quickly. Use Flows and the away form so people are never left staring at a blank chat. See live chat response time.
- Answer fully in the first message. Make your saved replies complete, with a name through {name}.
- Close the loop. If a chat needs follow-up, turn it into a ticket so it does not vanish.
If a thumbs-down always follows the same topic, write a help article for it. The help center software feeds your bot and your widget, which cuts repeat questions.
Frequently asked questions
Is the chat satisfaction survey free?
Yes, it is part of the dashboard. LiveChatBot has no per-seat charges and starts free.
Where do I switch it on?
In Settings, Widget design, Features.
Is this a 1 to 5 survey or NPS?
No. Visitors give a thumbs up or thumbs down and may add a comment.
When does the visitor see the rating prompt?
After someone on your team has replied in the chat.
Where can I see the results?
As a rating badge in the inbox, and in Reports under Feedback and the Satisfaction %.
Keep reading
Related guides
What Is a Good CSAT Score? How to Calculate It, How to Read It and a 30-Day Plan to Lift It
How to Ask for Feedback After a Chat: When to Ask, What to Say and How to Use the Answers
Find out how your chats really land
Turn on ratings and read your first comments this week. Start free on livechatbot.in.