Card questions that catch the payment that went wrong
Ask cardholders how the card arrived, how the first payment went and which features they use. Each question below comes with when to ask it and what the answer tells you.
What card payment survey questions tell you
Card payment survey questions ask cardholders about the moments that decide whether your card stays at the front of the wallet: how fast it arrived, how easy it was to activate, and what happened when a payment was declined or charged twice. One declined payment at a checkout can send a cardholder reaching for another card.
Ask the setup questions a week or two after the card ships, once the first payments have gone through, and the problem questions a day after a dispute or a decline is sorted out. Pick four or five for a link in your own card email or a survey on your online banking site, and add the freeze message with logic for cardholders who report a problem.
Written answers arrive with a category, a theme, a type and a sentiment, and each response gets an urgency, so a report of a double charge stands out from ideas about card design. Give those responses an owner in the inbox, and send them to Slack, Microsoft Teams or a webhook your card operations team watches.
- Questions
- 13
- Best asked
- A week or two after the card arrives
- Industry
- Finance
- Where to find them
- From library in the Usertick survey editor, on every plan
The 13 cards and payments questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Getting the card working
Ask how the card arrived and whether the first payment went through, so delivery and activation problems surface in the first weeks.
- 01Ruler
How many days did your card take to arrive?
Days from order to doorstep, marked on a ruler up to three weeks. Results shows the median and the middle half, so you can check delivery against the time you quote at sign-up.
- 02Customer effort
How easy was it to activate the card?
Ask once the card is in hand and switched on. Results shows the average and the share who found it easy; low scores point at the activation step in the app or on the phone line.
- 03Yes / No
Did your first payment go through?
A plain yes or no on the first purchase. Select No in Results to see what those cardholders said about activation and what went wrong with the payment.
- 04Yes / No
Have you added the card to a mobile wallet?
Shows how many cardholders have moved the card into a phone wallet. Read it with the pair about paying in person to see whether the physical card still matters to them.
When a payment goes wrong
Name the problem, show the freeze message to those who need it and check trust abroad, where a blocked payment hurts most.
- 05Multiple choice
What went wrong with a payment, if anything?
Names the problem in one tap, with Nothing for those who had none. Results shows the share of each and compares it with the period before, so a rise in declines or blocks abroad shows up early.
- 13Call to action
You can freeze your card in the app while you look into this
A message with a next step for cardholders who report a problem. Add logic so only those who picked Charged twice or Wrong amount see it, while your team looks into their answer.
- 09Big scale
How much do you trust the card abroad?
Trust in the card abroad, on a 1 to 10 scale. Ask it after a trip, and read the low columns beside the cardholders who picked Blocked abroad in the problem question.
Everyday use and features
Learn which features cardholders use and how they like to pay, before you change alerts, wallets or the transaction list.
- 07Multiple choice
Which card features do you use?
Which card features cardholders actually use. Results shows a bar per feature; a feature almost nobody picks needs a better place in the app or a mention in your next card email.
- 11Number
How many payments do you make with the card in a week?
Payments a week, typed as a number. Results shows the median and the middle half; select a range to read how everyday cardholders answer compared with occasional ones.
- 06Stars
How clear are the transactions in the app?
Stars for how readable the transaction list is. Unclear merchant names lead to disputes over payments the cardholder actually made, so a low average here is worth fixing early.
- 10This or that
How do you like to pay in person?
Two pairs: a physical card or a phone wallet, and instant alerts or a daily summary. Results shows a split bar per pair, which helps before you change card design or alert defaults.
How the card feels overall
Close with a quick feeling and an open question, so cardholders can name what the other questions missed.
- 12Emoji
How does using the card feel?
How using the card feels, on a row of faces. It can be answered inside an email Usertick sends, so it works as the first question of a short card survey.
- 08Text
What would make paying easier?
The open question for the end. Each answer comes with a sentiment and a theme, so ideas about wallets, alerts or refunds are grouped for the card team to read.
Tips for asking about cards and payments
Small choices that get honest, useful answers.
- 01
Ask after the first payments
Wait until the card has been used a few times before you send the survey. On the day it arrives, these questions have nothing to report yet.
- 02
Follow up on double charges fast
Give every report of a double charge or a wrong amount an owner in the inbox the same day. These cardholders are waiting on their money.
- 03
Ask about travel after a trip
Send the question about trust abroad to cardholders who just traveled, using their own contact list, so the score reflects real trips.
- 04
Keep the freeze message conditional
Show the freeze message only after a problem answer, using logic. Shown to everyone, it reads like a warning and worries cardholders whose payments were fine.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about cards and payments
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
A week or two after it ships, once the card is activated and has been used. For problems, ask a day after a dispute or decline is resolved.
Yes, for NPS, Stars, CES, Emoji, Yes / No, Multiple choice and Dropdown questions in an email Usertick sends. Start with one of those so a cardholder can answer without opening a page.
Inside your online banking website, yes, as a popup, a side button or inside the page. Usertick doesn't run inside a phone app, but the app can open the survey's link from the card screen.
Four or five. Start with the effort score or the first payment question, add what went wrong, and end with the open question.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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