Hybrid Online Survey System with Real-Time Moderator Chat

Online surveys present a quick and efficient method to collect user experience data. However, they are less effective at extracting qualitative data. Due to response fatigue when answering open-ended questions, the quality of responses may be poor, and participants can skip answering individual questions, or drop out from the survey entirely, potentially introducing bias. To address these challenges, we developed a prototype tool that enables a test moderator to initiate a chat intervention with a participant at any point during the completion of an online survey. Through this approach, participants can be prompted to return to complete unanswered questions or provide clarification to given answers. A functional prototype system has been implemented and, as future work, will be evaluated with a variety of content and question types.