Billing questions that show where paying you gets in the way
Ask customers how paying went, from the payment page to the invoice and the receipt. Each question below comes with when to ask it and what the answer tells you.
What payment and billing survey questions tell you
Payment and billing survey questions ask customers how easy it was to pay, which methods they want, what went wrong, how clear the invoice was and whether any costs surprised them. A payment that fails or a charge that confuses costs you revenue and support time, and these answers show where the money gets stuck.
Ask the payment questions right after checkout with a popup on the confirmation page, and the invoice questions by email a few days after an invoice goes out. Pick three or four questions for each moment, and ask the yearly spend and payment terms questions of business customers only.
Each written answer gets a category, a theme, a type such as complaint or question and a sentiment, and each response gets an urgency, so a double charge reaches your billing team before a request for a new payment method. Results shows a heat map for each part of paying, so you can see which one pulls the experience down.
- Questions
- 12
- Best asked
- Right after payment, or after an invoice
- Industry
- Any business
- Where to find them
- From library in the Usertick survey editor, on every plan
The 12 paying and invoices questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Paying
Measure the effort of paying and whether it went through, then find what went wrong and which methods customers want.
- 01Customer effort
How easy was it to complete the payment?
A customer effort score for completing the payment. Ask it on the confirmation page right after checkout, and select a low score in Results to see what went wrong for those customers.
- 03Yes / No
Did the payment go through the first time?
Whether the payment went through the first time. Add logic so a No leads to the question on what went wrong, and a Yes skips it.
- 04Multiple choice
What went wrong with the payment?
What went wrong with the payment, from a declined card to a double charge. Results shows each share in a donut, and every I was charged twice answer needs an owner the same day.
- 02Multiple choice
Which ways to pay would you like us to offer?
Customers pick every way to pay they would like you to offer. Results shows bars with each share, which helps before you add a new payment method.
The invoice and the charges
These show whether invoices are clear, whether costs surprised customers and whether they trust the amount.
- 05Stars
How clear was the invoice?
Rates how clear the invoice was, in five stars. Ask it a few days after an invoice goes out, and rewrite the invoice when the average drops.
- 06Yes / No
Were there any costs you did not expect?
Whether any costs surprised the customer. Read every Yes closely, since a surprise cost can turn into a dispute or a cancellation.
- 08Big scale
How confident are you that you were charged correctly?
How confident the customer is that the charge was correct, on a 1 to 10 scale. A low average points to invoices that don't show how the amount was worked out.
- 12Text
What is missing from the paperwork we send?
What is missing from the invoices and receipts you send. The answers name fields such as a purchase order number or a cost breakdown that your billing team can add.
- 07Dropdown
Which currency would you rather be billed in?
The currency the customer would rather be billed in. Results shows each share, which tells you whether to add pricing in local currencies.
The whole billing experience
Rate each part of paying in one grid, and learn the payment terms and budgets of your business customers.
- 11Matrix
Rate each part of paying us
Rates the payment page, the invoice, reminders and receipts in one grid. The heat map shows which part of paying pulls the experience down, with row averages to compare.
- 09Number
How many days do you need to pay an invoice?
How many days the customer needs to pay an invoice. Results shows the median and the middle half, which helps you set payment terms for business customers.
- 10Slider
What do you expect to spend with us over a year?
What the customer expects to spend with you over a year, on a slider up to 50,000. Results shows the median and the middle half, a starting point for yearly plans and discounts.
Tips for asking about paying and invoices
Small choices that get honest, useful answers.
- 01
Ask right after payment
Show the payment questions on the confirmation page while the checkout is fresh, and ask about invoices after they arrive.
- 02
Follow up on failed payments
Give every failed payment and double charge an owner in the inbox, and contact the customer before they contact you.
- 03
Never ask for card details
Keep payment questions about the experience. A survey should never ask for card numbers, bank details or passwords.
- 04
Ask business customers about terms
Ask about payment terms and yearly spend only of business customers, so everyone else gets a shorter survey.
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 paying and invoices
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Ask about paying right after checkout, on the confirmation page, and about invoices by email a few days after they go out.
Three or four. Pick the effort score, whether the payment went through, how clear the invoice was and one open question.
Yes. Target the survey by pages so it shows only on the confirmation page, or place it inside the page below the order summary.
Yes, on every plan. Workflows post responses to Slack or Microsoft Teams, add rows to Google Sheets or call a webhook, and the inbox gives each response an owner.
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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