25 Questions for a Travel Agency Customer Satisfaction Survey Free survey template
1 to 10 rating scale survey template. With 0–10 and 1–5 scales too, in eleven questions.
Built around one visit or purchase: an overall score from 1 to 10, the chance of coming back from 0 to 10, five-point ratings in stars, words and a matrix, and an agreement scale. Copy the survey, put in the parts of your service and send the link after the visit.
Free plan: 100 responses a month and up to 50 surveys, no credit card. The rating 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.
- 11 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.
A score means little without the right scale under it. Here each common scale sits under the question it suits, so you can see which one to keep.
The 11 rating scale questions in this template.
In the order customers meet them. Each scale is there for a reason, and you can change any of them.
Overall scores
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On a scale of 1 to 10, how would you rate your overall experience?
Why ask it. One overall score with room to tell a good visit from a great one. Track its average from one survey to the next.
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On a scale of 0 to 10, how likely are you to use our services again?
Why ask it. Intent to come back, with a zero for “not at all”. It asks about returning, not recommending, so it does not replace an NPS question.
Five-point ratings
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How would you rate the quality of our service?
Why ask it. Stars are the quickest rating to give on a phone. Use them for one clear thing, here the quality of service.
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How would you rate the value for money?
Why ask it. A five-point scale with a word on every point, so everyone reads “Fair” the same way. Good and Excellent together are your top-2 box.
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Rate each of the following from 1 (very poor) to 5 (excellent).
Scale: 1, 2, 3, 4, 5, N/A
Why ask it. Five parts of the service on one screen, on the same 1–5 scale, so the weakest one stands out. N/A keeps people from guessing about what they did not use.
Needs and expectations
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Did we take care of everything you needed?
Why ask it. Not every question needs a scale. A plain yes or no counts the customers who left with something unresolved.
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When you choose a service like ours, what matters most to you?
Why ask it. One answer each, so you see what customers weigh most. Set it against the ratings to check that you score high where it counts.
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“The service met my expectations.” How much do you agree?
Why ask it. A five-point agreement scale, also known as a Likert item. Customers who agree go on to say what you did well; the rest go straight to what you could do better.
In their own words
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What did we do especially well?
Why ask it. Shown only to customers who agreed that the service met their expectations. Their words tell you what to keep.
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What could we do better?
Why ask it. Everyone sees it. Read these answers next to the lowest scores.
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Your email, if you'd like us to get back to you
Why ask it. Optional, for customers who want a reply. Everyone else stays unnamed.
How to create a rating scale 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 eleven questions and the logic. The copy waits in your survey list as a draft.
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Make it yours
Put the parts of your service in the matrix rows and your own factors in question seven. Keep the scale labels, so every survey you run compares with the last.
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Send it after the visit
Paste the link into your follow-up e-mail, print the QR code on the receipt, or embed the survey on your website.
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Read the report
Every closed question gets a chart with the count for each point of the scale. The open answers sit next to them.
How to read rating scale results.
Average and low scores
Enter how many customers gave each number of stars into the rating average calculator. It returns the average and the share of low ratings. Compare both with the last survey.
The top-2 box
The share of Good and Excellent, or Agree and Strongly agree, is easier to explain than an average. The top box calculator turns the counts into that share.
What sits behind a low score
On Basic and higher plans, filter the responses by a low 1–10 score and read what those customers want done better. Export everything to Excel, CSV or SPSS on any plan.
When to use 1–5, 1–10 and 0–10.
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1 to 5 for single aspects
Five points with a word on each are quick to answer and read the same for everyone. Use them for one aspect at a time: quality, value, staff.
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1 to 10 for the overall verdict
Ten points leave room to separate good from great. Ask it once, for the experience as a whole.
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0 to 10 for likelihood
The zero lets people say “not at all”. Use it for intent: coming back, buying again or recommending you.
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Label the ends and keep them
Say what the lowest and highest points mean, and do not change the scale between surveys, or this year’s numbers will not compare with last year’s.
More rating scale questions you can add.
Not in the template. Add any of them in the builder in a few clicks.
Ease and effort
- On a scale of 1 to 5, how easy was it to get what you needed?
- How would you rate the waiting time?
- How easy was it to find information about our prices?
Staff and service
- How would you rate the knowledge of our staff?
- How well did we keep you informed?
- On a scale of 1 to 10, how would you rate the person who served you?
Coming back
- On a scale of 0 to 10, how likely are you to buy from us again?
- What would make you use our service more often?
- Which other services would you like us to offer?
Free tools for your results
- Rating average calculatorThe average of the star ratings and the share of 1 and 2 stars.
- Top box calculatorThe share of customers who chose the two highest points of a scale.
- Likert scale calculatorScore the agreement question and see how many customers agree.
- What a rating scale isThe types of rating scales and what 1–5 and 1–10 points mean.
- Rating scale examplesLabelled 1–5, 1–10 and 0–10 scales you can copy into any survey.
More templates
Questions about this template
Which rating scale should I use: 1–5, 1–10 or 0–10?
Use 1–5 with a word on each point for single aspects such as quality or value. Use 1–10 for one overall score, where more points help separate good from great. Use 0–10 for likelihood questions, where zero means “not at all”. This template uses each one where it fits.
Is the 0–10 question an NPS question?
No. NPS asks how likely customers are to recommend you, and this question asks whether they will use your service again. To measure NPS as well, add the NPS question type: it works on every plan, including Free, and the report calculates the score.
How do I calculate the average rating?
The report shows how many customers chose each point of every scale. For the star rating, enter those counts into the free rating average calculator. For the 1–10 and 0–10 scales, export the answers to Excel, CSV or SPSS and average them there.
Can I change the scales and labels?
Yes. Every question, option, label and matrix row can be changed in the builder. If you already have results, keep the scales as they are, so new answers compare with the old ones.
Is the survey anonymous?
It asks for no name. The only personal question is an optional e-mail for customers who want a reply. Turn on anonymous mode in the survey settings to also hide IP address, country, browser and device.
Put a number on every visit.
Copy the survey, put in the parts of your service and send the link after the next visit.