25 Questions for a Travel Agency Customer Satisfaction Survey Free survey template
Customer satisfaction survey template. Fourteen questions, from the overall score to the first fix.
Ask how satisfied customers are, how you do on quality, price, delivery and support, whether their last problem got fixed and whether they would choose you again. Copy the survey, put your company’s name in place of [Company] and send the link after an order or once a quarter.
Free plan: 100 responses a month and up to 50 surveys, no credit card. The aspects matrix 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.
- 14 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.
An unhappy customer can stop buying without a word. Ask how you are doing while there is still time to fix it.
The 14 customer satisfaction survey questions in this template.
In the order customers meet them. Two logic rules skip what does not apply, and you can change any question.
Overall satisfaction
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Overall, how satisfied are you with [Company]?
Why ask it. Your CSAT question. The share of Satisfied and Very satisfied answers is the score you track from one survey to the next.
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How well does our product or service meet your needs?
Why ask it. A customer can like dealing with you and still find the product falls short. This question tells the two apart.
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How satisfied are you with each of the following?
Scale: Very dissatisfied, Dissatisfied, Neutral, Satisfied, Very satisfied, N/A
Why ask it. Six parts of the experience on one screen, so the weakest one stands out. N/A keeps customers who never called support from guessing.
About the customer
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How long have you been a customer of [Company]?
Why ask it. New and long-time customers often rate you differently. Filter by it to see which group is less satisfied.
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How often do you buy from or use [Company]?
Why ask it. Tells regulars from first-time and occasional buyers. A low score from a weekly customer weighs more than one from a single visit.
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How does [Company] compare with similar companies you have used?
Why ask it. Satisfaction measured against the alternatives. “About the same” means a customer can switch without losing much.
Problems and how they were handled
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Have you had a problem with [Company] in the last 3 months?
Why ask it. How often things go wrong. Customers who answer No skip the next question.
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Was the problem resolved to your satisfaction?
Why ask it. How well your team recovers. “I didn’t report it” shows the problems your support never saw.
Coming back and what to improve
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How likely are you to choose [Company] again?
Why ask it. Intent to come back. Satisfied customers who are not sure they will return are the ones to win back first.
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What do you like most about [Company]?
Why ask it. What to protect when you change things, and what to say in your marketing, in the customers’ own words.
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Was there anything that disappointed you?
Why ask it. The complaints the scale questions miss.
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What is the one thing we should improve first?
Why ask it. One priority from each customer. Count the answers that repeat and you have your list.
Follow-up
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May we contact you about your answers?
Why ask it. Asks before it asks for an address. Customers who answer No finish the survey here.
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Your email
Why ask it. Where you follow up on a complaint or a low score. Only customers who agreed to be contacted see it.
How to run a customer satisfaction survey from this template.
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Copy the template
Click “Use this template” and create a free account or log in. The survey is copied to your account with all fourteen questions and both logic rules. The copy waits in your survey list as a draft.
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Make it yours
Put your company’s name in place of [Company] in the questions and on the welcome screen, and change the matrix rows to the parts of your service customers actually see.
- 3
Send it to customers
Paste the link into your order confirmation or follow-up e-mail, embed the survey on your site, or print the QR code on the receipt.
- 4
Read the report
Every closed question gets a chart, the matrix included. Share a read-only report link with your team or export the answers.
How to read customer satisfaction survey results.
Your CSAT score
Add up the Satisfied and Very satisfied answers to the first question and divide by all answers. That share is your CSAT. Send the same survey next quarter and compare.
Where satisfaction drops
The matrix shows which of the six aspects collects the most Dissatisfied answers. On Basic and higher plans, filter the answers by how long people have been customers or by whether they had a problem.
What to fix first
The three open questions explain the scores. Read the answers to the last one side by side, and export everything to Excel, CSV or SPSS on any plan.
How to get more customers to answer.
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Ask while it is fresh
Send the link within a few days of the order or the visit, while customers still remember it.
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Say how long it takes
The welcome screen promises about three minutes. Keep that line: people start a survey when they know it is short.
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Answer every complaint
Turn on e-mail notifications for new answers, on every plan, and write back to each customer who left an address and a problem.
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Measure the same way each time
Keep the wording and the order of the scales, so this quarter’s score compares with the last one.
More customer satisfaction survey questions you can add.
Not in the template. Add any of them in the builder in a few clicks.
Product
- Which of our products or services do you use most?
- What would you add to our product or service?
- How would you rate the quality for the price you paid?
Service and support
- How easy was it to get help when you needed it?
- How satisfied were you with how fast we replied?
- Did our staff know enough to answer your question?
Loyalty
- How likely are you to recommend [Company] to a friend or colleague?
- What would make you buy from us more often?
- What almost stopped you from buying from us?
Free tools for your results
- CSAT calculatorEnter the answer counts of the first question and get the share of satisfied customers.
- Top-2 / Top-3 boxThe share of Satisfied and Very satisfied answers for each row of the matrix.
- Sample size calculatorHow many customers need to answer before the score means something.
- Customer satisfaction survey questionsFifty more example questions to add to this template.
- CSAT surveysShort satisfaction questions after each purchase, delivery or support contact.
More templates
Questions about this template
What questions should a customer satisfaction survey ask?
Start with overall satisfaction and how well you meet the customer’s needs. Then ask about each part of the experience (quality, price, buying, delivery, support, communication), whether a problem was fixed and whether they would choose you again, and finish with open questions. This template asks all of it in fourteen questions.
How do I calculate CSAT from this survey?
Count the Satisfied and Very satisfied answers to the first question, divide by the number of answers and multiply by 100. The free CSAT calculator does the math from the answer counts in your report.
How is it different from an NPS survey?
An NPS survey asks how likely customers are to recommend you, on a 0–10 scale. This template asks how satisfied they are and why, and has no NPS question. To add one, use the NPS question type: it works on every plan, including Free, and the report calculates the score.
How often should I send it?
After a purchase or a delivery for feedback on that experience, or once a quarter to your customer list to follow the score over time. Keep the questions the same so the results compare.
Does the survey ask for the customer’s name?
No. It asks for an e-mail only from customers who agree to be contacted. For fully anonymous answers, delete the last two questions and turn on anonymous mode, which works on every plan.
Ask your customers how you are doing.
Put your name in the survey, send the link after the next order and fix what customers name first.