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Branch visit survey template

Learn what brings customers to a branch, and how the visit went

Four questions after a branch visit: how long the wait was, whether the request was solved, how the person who helped did and why the customer came in rather than banking online. Add an open question and Usertick reads every written answer for you.

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What this branch visit survey tells you

A branch visit survey asks customers about a visit while it is still fresh. This template asks four questions in about 30 seconds: how long they waited, whether the request was taken care of, a rating for the person who helped and why they came to a branch instead of banking online.

It is written for a link and its QR code: print the code on a card at the counter or on a sign by the door, and put the link in the message your own system sends after the visit. Usertick doesn't send texts, so the link travels in your own messages, or Usertick can email the survey to a contact list of the day's visitors.

Results shows the median wait and its middle half, the share whose request was solved, the staff rating as CSAT and the share of each reason for coming in, each against the period before. Add an open question and Usertick reads each written answer, files it under a category from your list and gives it a type and an urgency.

As a linkOn your websiteIn an emailAs a conversation
Questions
4
Time to answer
Under a minute
Written for
A QR code at the branch, or a link after the visit
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · Ruler · Optional

How long did you wait to be served?

Why ask it
Waiting is what branch customers mention first, and a queue system only counts the people who took a ticket. A ruler lets them drag to the minutes they felt they waited.
What you learn
Results shows the median wait and the middle half of the answers, so one long afternoon doesn't hide the usual wait, against the period before.
Make it yours
Keep it optional, so a customer in a hurry can skip it and still answer the other three.
Question 2 of 4 · Yes / No

Was your request taken care of during your visit?

Why ask it
Solving the request in one visit is the main job of a branch. A No here means a second visit, a call or a customer who gives up on the task.
What you learn
Results shows the share that said yes, against the period before. Select No to narrow the page to those visits and see why those customers came in.
Make it yours
When the share of Yes answers falls, compare the reasons those customers gave for coming in, since some requests can't be finished at a counter.
Question 3 of 4 · Stars

How would you rate the person who helped you?

Why ask it
The person at the counter shapes how the visit feels more than the wait does. A 5-star rating gives you a CSAT figure for the branch team.
What you learn
Results shows the average, a bar per rating and the share who rated 4 or higher, against the period before.
Make it yours
Ask about the person without naming them, and keep a separate copy of the survey for each branch to compare teams.
Question 4 of 4 · Multiple choice

Why did you visit a branch instead of banking online?

Why ask it
A visit costs more to serve than an online session. The reason tells you whether customers come because they must, because they prefer it or because online banking let them down.
What you learn
A donut shows the share and count of each reason, with every typed Other answer listed beside the chart, and over time as stacked shares. Select I tried online and got stuck to read how those customers rated the visit.
Make it yours
When I tried online and got stuck grows, add a follow-up question with skip logic, shown only after that answer, that asks which task it was.

What the answers show

Results turns each question into numbers you can follow week by week.

How would you rate the person who helped you?

The average rating and the share who gave 4 or 5 stars, against the period before.

Why did you visit a branch instead of banking online?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Branch visit in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Use one survey per branch

    Results doesn't split answers by link tag, so give each branch its own copy of the survey and its own QR code. Every branch then gets its own wait, rating and reasons.

  2. 02

    Put the code where visits end

    Place the QR code at the counter and by the door, where customers see it as they finish. A code in the waiting area gets answers before the visit is over.

  3. 03

    Send the link in your own messages

    Usertick doesn't send texts. Add the link to the message or email your own system sends after the visit, with ?utm_source=after_visit to keep where each answer came from.

  4. 04

    Add one open question

    Add an optional What could the branch have done better? at the end, so Usertick has a written answer to read, file and flag when it is urgent.

CSAT surveysFinancial services surveysLink and QR code surveysBranch and support questions

More satisfaction templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
CSATInsurance claimLearn how customers experienced a claim, from how fast it moved to how fair the outcome felt. Send it once the claim is settled.
CSATMortgage adviceLearn whether clients left a mortgage advice session with clear options and no pressure to decide. Send it the day after the meeting.
CSATInvestment reviewAfter a portfolio review, check whether clients understand the risks and trust their advisor. Send it a few days after the meeting.
CSATCustomer satisfaction (CSAT)Find out how satisfied customers are with a purchase, a visit or a support conversation. Send it within 24 hours, while the experience is still fresh.

Questions from the library

Browse the question library
  1. How many minutes did you wait in the branch?Ruler · Branch and support
  2. Was your issue resolved in one visit?Yes / No · Branch and support
  3. How would you rate the staff?Stars · Branch and support
  4. How big is your business?Dropdown · Business banking
  5. How easy is it to give staff access to the account?Customer effort · Business banking
  6. Which of these do you use for the business?Multiple choice · Business banking

Frequently asked questions

Usertick doesn't send texts. Put the survey's link in the message your own system sends after the visit, or print the QR code at the branch so customers can scan it with their phone.

Use a copy of the survey per branch, each with its own link and QR code. Results shows each copy on its own, so the wait and the rating of one branch never mix with another's.

Three or four. This template asks four, the first one optional, and takes about 30 seconds on a phone.

Read the answers from customers who picked I tried online and got stuck, along with the typed Other answers, and share them with your digital team. Fixing that task online moves those customers out of the line.

Yes. The link and QR code don't ask for a name, and with anonymous responses turned on, no user ID, traits or visitor ID are stored with the answers on link or QR code surveys. Country and a salted hash of the IP address are still kept.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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