Loyalty questions that show which perks keep members coming back
Ask members about their tier, the perks they use, their points and what a free trip costs. Each question below comes with when to ask it and what the answer tells you.
What loyalty program survey questions tell you
Loyalty program survey questions ask members how much their tier is worth to them, which perks they actually use, how they spend points and whether the rules make sense. Program data shows what members earn and redeem; these answers show which perks they would fight to keep and where they feel shortchanged.
Ask members a few times a year after a stay or a flight, or on the account page with a popup targeted by tier, using user traits from Starter. Pick five to seven questions, and send one email per tier or tag each link with it so you can skip the tier question.
Written answers get a theme and a sentiment, so complaints about expiring points or praise for a rival program's perks add up across the year. On every plan, workflows can pass answers to HubSpot or Klaviyo.
- Questions
- 14
- Best asked
- After a stay or flight, a few times a year
- Industry
- Travel
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 loyalty tiers and points questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
The tier and its worth
Know where the member stands, how much the tier is worth and how far the next one is, then end on the call to action.
- 01Dropdown
Which tier are you in right now?
The member's current tier, from no tier yet to platinum. Skip it when the tier travels as a tag on the link, and select a tier in Results to compare what each level values.
- 02Big scale
How worthwhile does your tier feel?
How worthwhile the tier feels, from 1 to 10. Results shows the average and a column per step; select the top tier to see whether your best members feel it pays off.
- 08Number
How many trips do you still need to reach the next tier?
How many trips the member still needs for the next tier, from 0 to 60. Results shows the median and the middle half; members close to a tier are the audience for the call to action.
- 13Call to action
You are closer to the next tier than you think
A call to action that tells members they are closer to the next tier than they think. Show it last, and add logic so members far from the next tier skip it.
Perks that matter
Separate the perks members use from the perks they would keep, before you cut or add one.
- 03Multiple choice
Which perks do you actually use?
Every perk the member uses, from free bags to late checkout. The bars show each share, and a perk few members use is the first candidate to change.
- 04Ranking
Rank the perks you would keep if only three stayed
Members put six perks in order as if only three could stay. Results shows each perk's average place, which separates the perks members use from the ones they value most.
- 11This or that
Which would you rather cash your points in for?
Two pairs: a free night or a seat upgrade, points now or tier status. The split bars show what members prefer when you design the next reward.
Points and redemption
Check that the rules, the balance and the cost of a free trip make sense to members.
- 12Stars
How clear are the rules for earning points?
A star rating for how clear the earning rules are. Results shows the average and the share who rated 4 or higher; a low average may explain questions about missing points sent to support.
- 05Customer effort
How easy is it to see how many points you have?
A customer effort score for checking the points balance, on seven points. A low share who found it easy points to the account page or the statement email.
- 06Yes / No
Have you ever lost points before you could spend them?
A yes or no on losing points before spending them. Select Yes in Results to read those members' answers on what would keep them, since expired points can sour a member on the program.
- 07Multiple choice
How do you usually spend your points?
How the member usually spends points, including those who save them or haven't spent any. A large share of savers can mean redemption feels out of reach.
- 10Multiple choice
How do you feel about the points a free trip costs?
How the points price of a free trip feels, from far too many to fewer than expected. The donut shows the share for each, a direct read on redemption value.
Why members stay or leave
Two open questions on what would keep the member and which rival program does it better.
- 09Text
What would make the program worth staying with?
An open question on what would make the program worth staying with. Each answer gets a theme and a type, so ideas and complaints sort themselves for the program team.
- 14Text
Which other program do you like better than ours, and why?
An open question on a rival program the member prefers, and why. Each answer gets a theme, so the rival perks members mention most stand out.
Tips for asking about loyalty tiers and points
Small choices that get honest, useful answers.
- 01
Send one survey per tier
Send one email per tier, or tag each link with it, so every answer carries the tier and you can drop the tier question.
- 02
Ask before you cut a perk
Run the perk ranking before any change to benefits, and compare it with the share of members who use each perk.
- 03
Follow up on lost points
Give answers about expired points an owner in the inbox; a goodwill credit can keep a member who was about to leave.
- 04
End on the next tier
Close with the call to action for members near a tier, so the survey gives something back.
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 loyalty tiers and points
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Two to four times a year, after a stay or a flight. Usertick has no recurring sends, so schedule each send to a contact list yourself, up to 30 days ahead.
Yes. Add logic to skip questions based on the tier answer, or from Starter target an on-site survey by user traits such as tier.
Five to seven. Start with the tier and its worth, add the perk questions, and end with an open question.
Members who flew or stayed in the past few months, including those with no tier yet, since they show what it takes to move up.
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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