25 Questions for a Travel Agency Customer Satisfaction Survey Free survey template
Logistics customer satisfaction survey. Clients rate each step of the shipment.
Clients rate your service, the operator who handled their request, response times during quotation and booking, customs paperwork and how you kept them posted on ETA and delivery. Two open questions catch what the ratings miss.
Free plan: 100 responses a month and up to 50 surveys, no credit card.
The template’s real survey on a phone.
- 8 ready questionsAbout 2 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.
Clients judge a shipment by every quote, document and update along the way. A survey after delivery shows which step to fix before the next contract talk.
The 8 logistics customer satisfaction questions in this template.
Five ratings along the shipment, two open questions and one profile question. Change any of them to fit your services.
Service and booking
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What do you think about the service offered by our company?
Why ask it. The one required question and your headline number. Track the share of Excellent and Above average from quarter to quarter.
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Please evaluate the knowledge and problem-solving capabilities of the operator
Why ask it. Rates the person who handled the request apart from the company as a whole, so a staffing issue does not hide inside the overall score.
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Were you satisfied with the response times during quotation and booking?
Why ask it. A quick yes or no on the first step of every shipment, when the client is still deciding whom to book with.
Customs and delivery
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Please evaluate the accuracy of customs clearance and document processing
Why ask it. Paperwork errors hold cargo at the border. A low rating here points to the documents team, not the carrier.
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Please evaluate the communication of vessel ETA and/or delivery arrangements
Why ask it. Shows whether clients felt informed about arrival and delivery. Remove “vessel” if you ship by road or air.
Improvements and profile
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Was there anything that could be improved?
Why ask it. Names the step that went wrong, in the client’s own words.
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What can we do to serve you better?
Why ask it. Requests for new routes, services or reports that no rating question would catch.
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Your age
Why ask it. A profile question. For business clients, swap it for company size or industry to compare segments.
How to create a logistics CSAT survey from this template.
- 1
Copy the template
Choose “Use this template” and sign up free or log in. The eight questions are copied to your account, ready for your service names. The copy appears in your survey list as a draft.
- 2
Make it yours
Rename the steps to match your services and add an open follow-up after question one that only clients who answer Below average or Poor see.
- 3
Send it after delivery
Add the link to your delivery confirmation or invoice e-mail, or embed the survey in your client portal.
- 4
Review it with the team
Start with the overall service rating, then look for the step with the most Below average and Poor answers. Share a read-only report link with account managers or export the answers.
How to read logistics satisfaction results.
Your satisfaction score
Add up Excellent and Above average on the first question for one share to track from quarter to quarter.
The weak step in the chain
The operator, booking, customs and ETA questions each get their own chart. Compare them to see which step clients rate lowest.
What clients ask for
The two open questions explain the ratings. Export everything to Excel, CSV or SPSS on any plan, or share a read-only report link.
How to get more clients to answer.
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Ask right after delivery
The shipment is fresh in the client’s mind and every step is easy to rate.
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Send it from a person
A short note with the link from the account manager reads as a request from someone the client knows.
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Keep one question required
Only the overall rating is required. A busy client can rate and leave. Keep it that way when you add questions.
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Close the loop
When a client describes a problem, call them. Then tell all clients what you changed.
More logistics survey questions you can add.
Not in the template. Add any of them in the builder in a few clicks.
Shipment details
- Which service did you use: sea, air, road or rail freight?
- Which route was this shipment on?
- Did the shipment arrive on the agreed date?
Tracking and support
- How easy was it to track your shipment?
- How quickly did we answer your questions during transit?
- Were the invoices clear and correct?
Loyalty
- How likely are you to recommend us to a colleague, from 0 to 10?
- How likely are you to book with us again?
- How easy was it to work with us overall?
Free tools for your results
- Top box calculatorThe share of Excellent and Above average answers for each step.
- CSAT calculatorA CSAT score from the overall service question.
- Sample size calculatorHow many clients need to answer before the result holds for your whole client base.
- CSAT surveysHow to measure customer satisfaction after each touchpoint.
- 50 satisfaction questionsQuestions to add by topic, and how to calculate CSAT.
More templates
Questions about this template
What questions should a logistics customer satisfaction survey ask?
An overall service rating, the operator’s knowledge, response times during quotation and booking, customs and document accuracy, communication about ETA and delivery, and what to improve. This template covers all of it in eight questions.
Can I use it as a delivery experience survey?
Yes. The ETA and delivery question already covers the last leg. Add a question on whether the shipment arrived on time and in good condition to complete it.
When should I send it?
After each delivered shipment for ongoing feedback, or once a quarter to all active clients for a broader view.
Can I see results for each client?
The template does not ask for the client’s name. Add a question for the company name to tell answers apart. To get one answer per client, send unique links (Standard plan and higher).
Ask your clients after the next delivery.
Fit the survey to your services and send the link with the delivery confirmation.