Repair questions that show how long tenants really wait
Ask tenants how a repair went, from reporting the problem to the day it was fixed. Each question below comes with when to ask it and what the answer tells you.
What maintenance survey questions tell you
Repair and maintenance survey questions ask tenants how a job went from their side: how long they waited for a reply and a fix, whether the contractor turned up, whether the repair held and how much the problem disrupted their days. Repairs shape how tenants feel about a landlord more than almost anything else, and your job log only shows when a ticket closed.
Send the survey a day or two after the job is closed, by email or with a link in your own message. Pick four to six questions: both day counts, whether it was fixed the first time, the quality rating and the open question. The photo upload and the visit date belong on the form tenants use to report a problem.
Each written answer gets a category, a theme and a sentiment, and each response an urgency, so a repair that failed again gets an owner in the inbox before the tenant calls. On every plan, a workflow can post those answers to the maintenance team's Slack or Microsoft Teams channel.
- Questions
- 14
- Best asked
- A day or two after the job is closed
- Industry
- Real estate
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 maintenance and repairs questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How fast it was fixed
Ask how long each stage took and whether tenants were kept in the loop, then compare their numbers with your own job log.
- 01Ruler
How many days until someone responded?
How many days passed before someone replied, from the tenant's side. Results shows the median and the middle half; compare it with the first response time in your job log.
- 02Ruler
How many days until it was fixed?
Days from report to fix, on a ruler up to 60. A wide middle half on one kind of job, such as heating, shows where your contractors are stretched.
- 11Yes / No
Were you kept updated while you waited?
Asks whether the tenant heard from you while they waited. A No here often explains a low rating for a repair that went well in the end.
- 07Yes / No
Did the contractor arrive when promised?
Asks whether the contractor kept the appointment. A No here hurts more than a long wait, so give those answers an owner and raise them with the contractor.
How well it was fixed
These show whether the repair held and what the wait cost the tenant.
- 03Stars
How would you rate the quality of the repair?
A star rating for the repair itself. Read it with the first-time question, since a quick fix that fails a week later can still score well on the day.
- 04Yes / No
Was it fixed the first time?
A plain yes or no on whether the repair held the first time. A falling share of Yes is worth raising with the contractor before the next job.
- 10Big scale
How much did the issue disrupt your daily life?
How much the problem disrupted daily life, from 1 to 10. Read it with the problem type: a slow fix on a disruptive job such as heating needs a faster route.
- 12Emoji
How did the repair process feel?
How the whole repair felt, on a row of faces. It picks up the waiting and the back-and-forth that a rating for the work alone misses.
How tenants report problems
Ask what was reported and how easy reporting was, before you change how repair requests come in.
- 05Multiple choice
What did you report?
What kind of problem the tenant reported. Use it to split every other answer by job type: select Plumbing in Results to see wait times for plumbing alone, and follow up quickly on moisture or mold.
- 06Customer effort
How easy was it to report the issue?
A customer effort score for reporting the problem. A low score means tenants struggle to reach you, which often explains repairs reported late.
- 09Multiple choice
How would you rather report issues?
Lets tenants pick every way they would like to report issues. Results shows bars with the share of each, which helps before you add a portal or change how requests come in.
- 08Text
What would have made this easier?
An open question about what would have made the repair easier. Each answer gets a theme, so you can see whether access, updates or appointment times come up most.
When you take the report
Put these on the form tenants use to report a problem, so the contractor arrives with photos in hand on a day that suits.
- 13File upload
Upload photos of what needs repairing
Photos of the problem attached to the report, so the contractor arrives with the right parts. Location data is removed on upload. File upload is on every plan, 1 per survey on Free.
- 14Date
When can someone come to your home?
Lets the tenant pick a day that suits for the visit. Results shows a calendar of picked dates, which helps you plan contractor rounds.
Tips for asking about maintenance and repairs
Small choices that get honest, useful answers.
- 01
Ask after the job is closed
Send the survey a day or two after the repair, while the tenant still remembers the wait. A week later, a good fix and a slow one start to blur.
- 02
Compare their days with your log
Read the tenant's day counts next to the dates in your job log. When they differ, the tenant's version is the one they will remember at renewal.
- 03
Reopen failed repairs from the inbox
Give every No on the first-time question an owner and a status, so a repair that failed gets booked again without a second report.
- 04
Split answers by job type
Ask what was reported, then select each type in Results. Heating, plumbing and electrical jobs usually need different contractors and different targets.
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 maintenance and repairs
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
A day or two after the job is closed. Usertick sends to a contact list now or on a date up to 30 days ahead, and there is no automatic send when a ticket closes in another system, so send a batch at the end of each week.
Yes. Put the problem type, the photo upload and the date question in a form on your website or behind a link, and each report arrives in the inbox with an owner and a status. File upload is on every plan, 1 per survey on Free.
On every plan, a workflow can post each response to Slack or Microsoft Teams, add a row to Google Sheets or call a webhook. Jira and Linear are available as well.
Four to six: both day counts, whether it was fixed the first time, the quality rating and 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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