25 Questions for a Travel Agency Customer Satisfaction Survey Free form template
Customer complaint form template. Complaints, suggestions and compliments in one form, each asked only what it needs.
A complaint gets the full set: what it is about, when it happened, the order number, the story in the customer’s words, a photo or receipt and the fix they want. A suggestion or a compliment skips straight to one open question. Copy the form, put your own categories in and add the link to your website, receipts and order e-mails.
Free plan: 100 responses a month and up to 50 surveys, no credit card. File upload works on Basic and higher plans. Every new account starts with a 14-day Premium trial that includes it.
The template’s real survey on a phone.
- 12 ready questionsAbout 3 min on a phone.
- Yours to changeQuestions, answers and logic.
- A ready reportA chart for every closed question.
- Export on every planCSV, Excel and SPSS.
A complaint that reaches you is a customer giving you one more chance. A form makes sure it arrives with the order number, the date and the photo, so you can fix it on the first reply.
The 12 complaint form questions in this template.
In the order customers meet them. The first answer picks the path: a complaint goes through questions 2–8, a suggestion or a compliment jumps to question 9, and everyone ends with their contact details.
Complaint, suggestion or compliment
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What would you like to send us?
Why ask it. Sets the path. A complaint gets the detailed questions; a suggestion or a compliment jumps to question 9, so nobody with a kind word fills in an order number.
The complaint
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What is your complaint about?
Why ask it. Tells you who should handle it before you read a word. Over time, its chart shows which part of the business collects the most complaints.
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When did it happen?
Why ask it. Lets you find the order, the shift or the delivery route. The hint says an approximate date is fine, so nobody gets stuck here.
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Order, invoice or reference number
Why ask it. The fastest way to find the case in your own system. Optional, because not every complaint has a number.
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What happened?
Why ask it. The story in the customer’s own words, and how it affected them. Read this first.
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Attach a photo or document
Why ask it. A photo of a damaged product, a receipt or a screenshot of the error. It saves a round of e-mails asking for proof.
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How would you like us to resolve it?
Why ask it. You know what the customer expects before you reply. Sometimes an explanation is all they ask for.
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Have you contacted us about this before?
Why ask it. A Yes is a repeat complaint: the first contact didn’t solve it. Answer those first.
A suggestion or a compliment
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What would you like to tell us?
Why ask it. The one question for suggestions and compliments. Ideas go to the team that can act on them, and praise goes to the staff it names.
Contact details
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Full name
Why ask it. Who the message is from, so you can address the reply and find their order.
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Email
Why ask it. Where you reply, in a field made for e-mail addresses. The form tells customers you will answer there.
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Phone
Why ask it. Optional, for customers who would rather talk. Some complaints are easier to settle in a call.
How to set up a complaint form from this template.
- 1
Copy the form
Click “Use this template” and create a free account or log in. The form is copied to your account with all 12 questions and the logic for the three paths. The copy waits in your survey list as a draft.
- 2
Make it yours
Change the complaint categories and the ways you resolve them to match your business, add your name to the welcome screen and say in the thank-you text when you usually reply.
- 3
Put it where customers look
Add the link to your website’s contact page, receipts and order e-mails, embed the form as a button or a side widget, or print the QR code for the counter.
- 4
Answer each message
Turn on e-mail notifications, so you and your team get an e-mail with every new complaint. Reply to the address the customer left, and use the report to see where complaints come from.
How to handle the complaints you get.
Where complaints come from
The chart for “What is your complaint about?” shows whether products, delivery, billing, staff or the website draw the most complaints. Fix the tallest bar first.
Complaints apart from compliments
On Basic and higher plans, filter the entries by the first answer, so the support team reads only complaints and the suggestions go to the people who plan improvements.
A list you can work through
Export the entries to Excel or CSV on any plan, add columns for who handles each case and its status, and work down the list. On Basic and higher plans, each entry can also go straight to Google Sheets.
How to get complaints you can act on.
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Say when you will reply
Add one line to the thank-you screen with the time you usually take to answer. Customers wait more calmly when they know.
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Confirm it arrived
On Basic and higher plans, an automatic reply tells the customer the complaint is in, right after they send it.
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Use your own categories
Name the options the way your team splits the work, so each complaint lands with the right person without forwarding.
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Thank the compliments too
Pass praise on to the staff it names. It costs a minute and shows the form is read by people.
More complaint form questions you can add.
Not in the template. Add any of them in the builder in a few clicks.
The case
- Which store or branch was it?
- Which product or service was it?
- How much were you charged?
The customer
- Are you a new or a returning customer?
- How would you prefer we contact you?
- What time of day is best to call you?
After the reply
- Did our answer solve the problem?
- How satisfied are you with how we handled it?
- Would you buy from us again?
Free tools for your results
- Completion rate calculatorThe share of customers who open the form and send their message.
- Survey dropout calculatorHow many customers leave before they reach the last field.
- Survey length calculatorHow long the complaint path takes, and what deleting a field saves.
More templates
Questions about this template
What should a customer complaint form include?
What the complaint is about, when it happened, an order or reference number, a description in the customer’s words, a place for a photo or receipt, the resolution they want, whether they contacted you before, and their name and e-mail. This template asks all of it and sends suggestions and compliments down a shorter path.
Can customers attach photos?
Yes. The file question takes a photo of the product, a receipt or a screenshot. File upload works on Basic and higher plans and in the 14-day Premium trial every new account starts with. On Free, delete that question or ask customers to describe the damage in words.
How do I know when a complaint arrives?
Turn on e-mail notifications in the form settings, on any plan: you and your team get an e-mail with each entry. On Basic and higher plans, entries can also go to Google Sheets, a webhook or Zapier, and an automatic reply can confirm to the customer that you have it.
Does this form replace an official complaints channel?
No. It is your own way to collect customer messages. If the law where you operate requires a specific complaints channel, keep offering it next to this form.
Can I use it only for complaints?
Yes. Delete the suggestion and compliment options in the first question and question 9; the complaint path stays as it is. Any question deletes in one click.
Give unhappy customers a way to reach you.
Copy the form, add your categories and put the link where customers look for help.