Impact of AI Customer Service Chatbots on Customer Trust and Brand Perception

Impact of AI Customer Service Chatbots on Customer Trust and Brand Perception

Provide your recent experience with AI customer service chatbots and share your insights.
Participant Information and Consent
Title of the Study: To What Extent Can AI-Powered Customer Service Chatbots Shape Customer Trust and Brand Perception, Thereby Functioning as an Indirect Digital Marketing Tool?

It explores how AI-powered customer service chatbots influence customer trust and brand perception.
- The survey is completely anonymous
- It takes approximately 10-15 minutes
- Participation is voluntary
- You can withdraw at any time
- Eligibility: You must be between 18 and 35 years old and have used an AI customer service chatbot (on a website or app) in the past 6 months.
I confirm that I am 18-35 years old, I have interacted with an AI customer service chatbot in the past 6 months, I have read the information above, and I voluntarily consent to participate in this study.
Section A: Screening & Demographics
Have you interacted with an AI-powered customer service chatbot (e.g., on a website or mobile app for support) in the past 6 months?
How often do you use AI customer service chatbots?
In which sector/context was your most recent AI chatbot customer service interaction?

Other
What is your age group?
What is your gender?
Section B: Chatbot Service Quality

Instruction: Please think about your most recent AI customer service chatbot experience and rate the following statements. (Likert Scale: 1 = Strongly Disagree, 2 = Disagree, 3 = Neutral, 4 = Agree, 5 = Strongly Agree)
Responsiveness
The chatbot responded to my queries promptly.

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5

1 is , 5 is
The chatbot was available when I needed help.

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5

1 is , 5 is
The waiting time for responses from the chatbot was short.

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5

1 is , 5 is
The chatbot handled my request efficiently and without unnecessary delay

1

2

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5

1 is , 5 is
Accuracy
The information provided by the chatbot was accurate.

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5

1 is , 5 is
The chatbot gave correct answers to my questions.

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5

1 is , 5 is
The chatbot understood what I was asking.

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5

1 is , 5 is
The solutions or information offered by the chatbot were reliable.

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5

1 is , 5 is
Empathy
The chatbot seemed to understand my needs or situation.

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5

1 is , 5 is
The chatbot responded in a caring or empathetic manner.

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5

1 is , 5 is
The chatbot acknowledged my frustration or concern (if applicable).

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5

1 is , 5 is
The chatbot showed a human-like level of understanding.

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5

1 is , 5 is
Clarity
The chatbot communicated in clear and easy-to-understand language.

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5

1 is , 5 is
The instructions or steps provided by the chatbot were straightforward.

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5

1 is , 5 is
The chatbot’s responses were well-structured and easy to follow.

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5

1 is , 5 is
I did not feel confused by the chatbot’s replies.

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5

1 is , 5 is
Section C: Customer Trust

(Likert Scale: 1 = Strongly Disagree to 5 = Strongly Agree)
I trust the chatbot to handle my queries correctly.

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5

1 is , 5 is
I feel confident in the chatbot’s ability.

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5

1 is , 5 is
The chatbot appeared competent and knowledgeable.

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5

1 is , 5 is
I believe the chatbot has my best interests at heart.

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5

1 is , 5 is
I would be willing to rely on this chatbot for future support.

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5

1 is , 5 is
The interaction increased my trust in the company’s systems.

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5

1 is , 5 is
I feel safe sharing my information with this chatbot.

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5

1 is , 5 is
Overall, I trust this chatbot.

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5

1 is , 5 is
Section D: Brand Perception

(Likert Scale: 1 = Strongly Disagree to 5 = Strongly Agree)
The chatbot experience improved my overall opinion of the brand.

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5

1 is , 5 is
I perceive the brand as more innovative because of the chatbot.

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5

1 is , 5 is
The interaction made me feel more loyal to the brand.

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5

1 is , 5 is
Based on the chatbot experience, I consider this brand customer-focused.

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5

1 is , 5 is
My trust in the brand increased after the chatbot interaction.

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5

1 is , 5 is
I would be more likely to recommend this brand to others.

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5

1 is , 5 is
Do you have any additional comments about your AI chatbot experience?
Should be Empty:

Impact of AI Customer Service Chatbots on Customer Trust and Brand Perception

Participant Information and Consent

Section A: Screening & Demographics

Section B: Chatbot Service Quality

Responsiveness

Accuracy

Empathy

Clarity

Section C: Customer Trust

Section D: Brand Perception