25 Questions for a Travel Agency Customer Satisfaction Survey Free survey template
Travel agency customer satisfaction survey. The whole trip, rated by the traveler.
Fourteen questions that follow the journey: how the client found you, how the agent did, the transport, the hotel and whether they will book with you again.
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The template’s real survey on a phone.
- 14 ready questionsAbout 5 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 trip has a dozen moments that can go wrong. Your clients remember every one of them, and they will tell you if you ask.
The 14 travel agency survey questions in this template.
In the order the trip happened. After the travel mode question, each traveler rates only their own transport, then the hotel.
Finding and booking
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How did you find out about our travel agency?
Why ask it. Shows which advertising brings clients.
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Why did you choose us over other travel agents?
Why ask it. Your advantage in the client’s words. Put it in your next ad.
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Which method did you use when ordering from us?
Why ask it. Tells you whether the office, the phone or the website does the selling.
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Please rate the work of the travel agent
Why ask it. The agent’s own score, kept apart from the hotel and the airline.
The trip
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Which mode of travel did you choose?
Why ask it. Logic opens only the matrix for the chosen transport, and travelers by car go straight to the hotel.
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How would you rate the quality of the bus service provided?
Scale: Poor, Average, Excellent
Why ask it. Four things that decide a bus trip, rated by the people on board.
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How would you rate the quality of your flight?
Scale: Poor, Average, Excellent
Why ask it. How the flight went, rated point by point.
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How would you rate the quality of your train travel?
Scale: Poor, Average, Excellent
Why ask it. The same check for rail trips.
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How would you rate the quality of your accommodation?
Scale: Poor, Average, Excellent
Why ask it. Eight parts of the hotel stay, rated by the guest.
Offers and preferences
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Were you offered the following services prior to travel?
Scale: Yes, No, Don’t remember
Why ask it. Checks that agents offer the extras, and shows the sales you are missing.
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Which type of travel do you prefer to buy?
Why ask it. Helps you time your offers.
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What is your first consideration when purchasing a holiday?
Why ask it. What your clients weigh first when they compare offers.
Overall experience
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Please answer the following few questions based on your experience with us:
Scale: Yes, Not sure, No
Why ask it. Expectations, value for money and the will to book again on one screen.
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If you were to use us again, would you like to see anything changed? Please tell us in your own words:
Why ask it. What to change before the next season, straight from the traveler.
How to create a travel agency survey from this template.
- 1
Copy the template
Click “Use this template”, then sign up or log in. The 14 questions are copied to your account with the logic that sends each traveler to their transport. You’ll find the copy in your survey list, saved as a draft.
- 2
Make it yours
Add a question about the carrier or the hotel if you want to compare partners. The logic for travel modes is already set.
- 3
Send it after the trip
Share the link by e-mail or messenger a day or two after the client returns, together with your thank-you note.
- 4
Read the trip point by point
The agent’s 1–10 rating, each kind of transport and the hotel get their own results. Export the answers or share a read-only link.
How to read travel agency survey results.
Which channel brings clients
The first two questions show where clients hear about you and why they pick you over other agents. Use them to decide where the advertising budget goes.
Where the trip went wrong
Each kind of transport and the hotel get their own matrix, so a late bus or a poor room shows up apart from the agent’s rating. Add a question about the carrier or the hotel to compare partners.
Will they come back
The last matrix asks about expectations, value for money and booking again. Export the answers to Excel, CSV or SPSS on any plan, or share a read-only report link with partners.
How to get more travelers to answer.
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Send it while the tan lasts
A day or two after the return, the trip is still fresh and the client still has time.
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Write it from the agent
Send the link in a personal note from the agent who sold the trip.
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Say why it matters
Tell clients you use their answers when you choose hotels and carriers.
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Close the loop
Answer every complaint in the open answers personally.
More travel agency survey questions you can add.
Not in the template. Add any of them in the builder in a few clicks.
Before the trip
- How clear was the information about your trip before departure?
- How easy was it to change or adjust your booking?
- Did you receive your travel documents on time?
During the trip
- How would you rate the excursions you took?
- Did you need help from our team during the trip?
- How well did the guide know the destination?
Coming back
- Where would you like to travel next?
- How likely are you to recommend us to a friend, from 0 to 10?
- Would you like to hear about offers for your next trip?
Free tools for your results
- Top box calculatorThe share of Excellent answers in each matrix.
- NPS calculatorAdd a 0–10 recommendation question, then turn the answers into a score.
- Sample size calculatorHow many travelers need to answer before you compare partners.
- 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 travel agency survey ask?
How the client found you and why they chose you, how the agent did, the quality of the transport and the hotel, whether the trip met expectations and whether they will book again. This template covers all of it in fourteen questions.
Does every traveler see all the transport questions?
No. The travel mode question sends each traveler to the matrix for their transport, and from there the survey goes straight to the hotel. Travelers by car skip the transport questions altogether. Logic is available on every plan.
When is the best time to send it?
A day or two after the client returns. Send the link by e-mail or messenger together with your thank-you note.
Can I change the questions?
Yes. After you copy the template you can edit, remove and reorder any question, add your own and change the design.
Ask every traveler about the trip.
Send the survey a day or two after the next client returns.