Fee questions that find the charge customers didn't expect
Ask customers how clear your fees are, which ones surprised them and which they would pay gladly. Each question below comes with when to ask it and what the answer tells you.
What bank fee survey questions tell you
Bank fee survey questions ask customers whether they knew what they would pay, which charge caught them out and how fair your pricing feels next to what they get. A fee the customer didn't see coming costs more goodwill than its amount suggests, and it can reach support as a complaint about something else.
Ask a few days after a statement, or after a fee is charged for the first time, while the charge is fresh. On your online banking site, show the survey on the statements page; otherwise send it by email or link. Pick four or five questions, and use logic so only customers who were surprised see the question about which fee.
Written answers get a category, a theme, a type and a sentiment, and each response an urgency, so a complaint about a charge reaches the team that can refund or explain it. Give it an owner and a status in the inbox, and add every fee complaint to a Google Sheet for your pricing review.
- Questions
- 12
- Best asked
- A few days after a statement arrives
- Industry
- Finance
- Where to find them
- From library in the Usertick survey editor, on every plan
The 12 fees and transparency questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Were the fees clear
Ask whether customers knew the price at the start and can find it now, so you can tell an unclear fee from an unfair one.
- 01Yes / No
Were the fees clear before you signed up?
Asks whether the price was clear at the start. Select No in Results to read which fee surprised those customers and what they want explained.
- 08Customer effort
How easy is it to find the fee schedule?
How easy it is to find the fee schedule. A low score means customers can't check a charge before it happens, which feeds the surprise answers.
- 10Dropdown
How do you check what you pay in fees?
Where customers check what they pay, including I do not check. A large share who never check explains surprise answers better than any fee table does.
- 05Text
What should we explain better about fees?
The open question on fees. Answers arrive with a sentiment and a theme, so repeated confusion about one charge stands out in the customers' own words.
Fees that surprised customers
Find out who was caught out, by which fee and how much they think they pay, so you know which charge to explain first.
- 03Yes / No
Have you ever been surprised by a fee?
A yes or no on surprise. Use logic to show the next question, which fee it was, only to customers who answer Yes.
- 04Multiple choice
Which fee surprised you?
The fee that surprised the customer, from overdraft to late payment. Results shows a donut of shares, so you know which fee to explain first in the app and on statements.
- 11Number
Roughly how much do you pay in fees a month?
A rough monthly fee amount, typed in. Results shows the median and the middle half; compare them with what your systems charge to see how well customers know their own costs.
How fair the fees feel
Measure fairness and feeling, then ask how much fees decide where the customer banks, before you change any price.
- 02Stars
How fair do our fees feel?
Stars for how fair the fees feel. Results shows the average and the share who rated 4 or higher; compare it with the period before after any pricing change.
- 12Emoji
How do you feel about our fees?
How fees feel, on a row of faces. It can be answered inside an email Usertick sends, so it works as the opening question of a statement survey.
- 06Big scale
How much do fees influence which bank you use?
How much fees decide where the customer banks, on a 1 to 10 scale. Read the high columns before a price rise; those are the customers most likely to compare banks.
What customers would pay for
Test which paid extras and pricing models customers accept, so a new fee feels like a choice the customer made.
- 07Multiple choice
Which fees would you pay for gladly?
Paid features customers would accept, with None for those who want none. The bars in Results show which extras are worth testing before you price them.
- 09This or that
How would you rather pay for banking?
Two pairs: a monthly fee or paying per use, and fees shown in the app or on a statement. The split bars in Results help before you change a plan or a statement design.
Tips for asking about fees and transparency
Small choices that get honest, useful answers.
- 01
Ask near the statement
Send the survey a few days after a statement or a first fee. Weeks later, customers remember being annoyed and forget which charge it was.
- 02
Show the fee question after a Yes
Use logic to skip the question on which fee for customers who were never surprised. The survey stays short for them.
- 03
Refund or explain the same week
Give each fee complaint an owner in the inbox. A quick explanation or refund keeps one charge from becoming a reason to leave.
- 04
Ask again after a pricing change
Repeat the fairness and clarity questions after you change fees. Results compares each card with the period before, so you can see the effect.
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 fees and transparency
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
A few days after a statement, or after a fee is charged for the first time. Show the survey on your statements page, or send it by email to a contact list now or on a date up to 30 days ahead.
Yes. Send the email to a contact list of those customers, or from Starter target your website survey by a user trait you pass in, such as an overdraft flag.
Four or five. Start with whether the fees were clear, ask about surprise and which fee, and end with the open question.
Each written answer gets a category, a type such as complaint or question, and a sentiment. Filter the text answers in Results by theme to read fee answers on their own.
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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