Warranty questions that show how a repair keeps a customer
Ask customers what went wrong, how the claim went and whether the repair came back on time. Each question below comes with when to ask it and what the answer tells you.
What warranty and repair survey questions tell you
Warranty and repair survey questions ask customers what failed, how they started the claim, how it was settled and whether the repair came back when promised. A product that breaks is a test of your store, and a fair, quick claim can keep a customer who would otherwise never buy from you again.
Ask once the claim is settled or the item is back, by email or with a link in your own closing message. Three to five questions is enough. Keep the receipt upload for the claim form itself, where it saves a back and forth.
Each written answer gets a category, a theme, a type such as complaint or praise, and a sentiment, and each response an urgency. The answers about which part failed and how long the product lasted are worth passing to the buying team and the maker.
- Questions
- 13
- Best asked
- Once the claim is settled or the item is back
- Industry
- E-commerce
- Where to find them
- From library in the Usertick survey editor, on every plan
The 13 warranty and repairs questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
What went wrong
Ask what failed and when, so patterns by product reach the buying team and the maker.
- 02Multiple choice
What went wrong with the product?
What went wrong, from a broken part to wear that came too early. The donut shows the share for each, and a rising share for one kind of failure is worth raising with the maker.
- 10Text
Which part failed?
An open question for the part that failed. Filter by theme to count the parts that come up most, and share the list with the maker.
- 12Number
How many months did the product last before it failed?
How many months the product lasted before it failed. Results shows the median and the middle half, a check against the length of your warranty.
How the claim went
Follow the claim from the first contact to the outcome, to find the step that made it hard.
- 03Dropdown
How did you start the warranty claim?
How the customer started the claim, from the website to the manufacturer. Results shows the share of each, so you can see which route your customers rely on.
- 06Customer effort
How easy was it to make a warranty claim?
A customer effort score for making the claim. Results shows the average and the share who found it easy. A low average points at the form, the proof required or the replies.
- 13File upload
Upload your receipt or proof of purchase
A receipt or proof of purchase attached to the answer. Use it on the claim form. File upload is on every plan, 1 per survey on Free, and the files appear in a gallery in Results.
- 05Multiple choice
How was the claim settled?
How the claim ended, from repaired to turned down. The donut shows the share for each, and the share still waiting tells you how many claims stay open too long.
The repair
Ask whether the repair kept its promise and what would have made the wait easier.
- 01Yes / No
Was the repair done in the time you were told?
A yes or no on whether the repair came back in the time promised. Select No in Results to read those claims, and compare them with the repair days the customers gave.
- 11Ruler
How many days did the repair take?
Days the repair took, on a ruler. Results shows the median and the middle half, a fair figure to quote when customers ask how long a repair takes.
- 09Text
What should we know about how the repair went?
An open question for the whole repair in the customer's words. Each answer arrives with a theme and a sentiment, so delays, poor communication and good service are easy to filter.
- 04Multiple choice
What would you like alongside a repair?
Customers pick everything they would like alongside a repair, from a loan item to collection from home. Bars show each share, a list of what to add to your repair service.
The warranty itself
Two questions on how the warranty reads at the point of sale and how much it sways a purchase.
- 07Stars
How clear was the warranty when you bought?
A star rating for how clear the warranty was at the time of purchase. Results shows the average and a bar per rating. Low ratings suggest the terms belong on the product page.
- 08Big scale
How much does a long guarantee shape what you buy?
How much a long guarantee shapes what the customer buys, on a scale of 1 to 10. A column per step in Results shows whether a longer guarantee would help sell.
Tips for asking about warranty and repairs
Small choices that get honest, useful answers.
- 01
Ask once the claim is closed
Send the survey after the item is back or the claim is settled, so customers judge the whole process.
- 02
Collect proof in the claim form
Add the receipt upload to the claim form itself, so the proof arrives with the first message.
- 03
Share failures with the maker
Pass the answers about which part failed and how long the product lasted to the maker each quarter.
- 04
Chase open claims
Give every claim still waiting an owner in the inbox, and update the customer before they ask.
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 warranty and repairs
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Once the claim is settled or the repaired item is back. Usertick sends to a contact list now or on a date up to 30 days ahead, so send in weekly batches of closed claims.
Three to five: what went wrong, how the claim was settled, the effort score and one open question.
Yes, on every plan. Add the file upload question (1 per survey on Free), and the receipt arrives with the answer.
Yes, on every plan. Workflows send responses to Zendesk or Intercom, and they can also post to Slack or Microsoft Teams.
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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