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Card activation survey template

Check that every new card works, from the mailbox to the first payment

Four quick questions for new cardholders: how long the card took to arrive, how easy it was to activate, whether the first payment went through and whether it is in their phone's wallet. Add an open question and Usertick reads every written answer for you.

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What this card activation survey tells you

A card activation survey checks the first week of a new card, from delivery to the first purchase. This template asks four questions in about 30 seconds: how long the card took to arrive, how easy activation was, whether the first payment went through and whether the card is in the cardholder's phone wallet.

It is written for an email about a week after the card ships, when most cards have arrived and been used once. The same template runs as a link you add to your own activation email, or inside the page at the end of your help article on activating a card, where cardholders already look when something goes wrong.

Results shows the share of each delivery time, the activation effort score and the share who said yes to the first payment and the wallet, each against the period before, and selecting an answer filters the whole page to those cardholders. Add an open question at the end and Usertick reads each written answer, files it under a category such as Cards and gives it a type and an urgency.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
Under a minute
Written for
An email a week after the card ships
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.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

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 · Multiple choice

How long did your card take to arrive?

Why ask it
Delivery time is the first thing a new cardholder judges, and courier tracking only shows when the envelope was scanned. The bands show how long people really waited.
What you learn
A donut shows the share and count of each band, and over time as stacked shares, so a slower courier shows up as a growing More than 2 weeks slice.
Make it yours
Change the bands to match what you promise, so anything slower than your promise sits in a band of its own.
Question 2 of 4 · Customer effort

How easy was it to activate your card?

Why ask it
Activation should take seconds, and any friction here stops the card from being used. A 7-point effort scale measures exactly that step.
What you learn
Results shows the average on the 1 to 7 scale and the share who found it easy, with a hard-to-easy bar, against the period before.
Make it yours
Filter Results to the hard end of the scale to see how long those cardholders waited and whether their first payment worked.
Question 3 of 4 · Yes / No

Did your first payment go through?

Why ask it
A declined first payment, at a register or online, is the moment a new card can lose its owner's trust. A Yes or No tells you how often it happens.
What you learn
Results shows the share that said yes, against the period before. Select No to narrow the page to those cardholders and see their delivery time and activation score.
Make it yours
When the share of No answers rises, check what changed that week in activation, limits or fraud rules, and give each No an owner in the inbox.
Question 4 of 4 · Yes / No

Have you added the card to your phone's wallet?

Why ask it
A card in the phone's wallet gets used for everyday payments. This answer tells you how many new cardholders take that step in the first week.
What you learn
Results shows the share that said yes, against the period before, so a new wallet prompt in your activation flow can be judged by the next period's share.
Make it yours
When most say No, add a follow-up question with skip logic, shown only after No, that asks what stopped them.

What the answers show

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

How easy was it to activate your card?

The average on its own scale and the share who found it easy, against the period before and by device.

How long did your card take to arrive?

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 Card activation 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

    Send a week after shipping

    Import the week's shipped cards as a contact list and schedule the send seven days ahead. Sends can be scheduled up to 30 days ahead, so one list a week keeps the timing steady.

  2. 02

    Add an open question

    The template has no written question. Add an optional Anything else about your new card? at the end, so cardholders can describe a problem the four taps miss and Usertick can read it.

  3. 03

    Route failed payments to the card team

    On every plan, a workflow can post every No to Did your first payment go through? to Slack or Microsoft Teams, so the card team checks the account the same day.

  4. 04

    Keep card details out

    Never ask for the card number or the security code. A survey sent through Usertick email already ties each answer to the cardholder's contact, so the team knows whose card it is.

Onboarding surveysFinancial services surveysEmail surveysCards and payments questions

More onboarding templates and questions

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

Templates

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OnboardingAccount openingFind out how easy it was to open an account and where people hesitated, especially during identity checks. Send it a day after the account is approved.
OnboardingOnboarding feedbackLearn how the first steps in your product felt, what new users came to do and where they got stuck. Trigger it when someone finishes setup or on their third day.
OnboardingTime to valueFind out how long new customers take to get real value from your product and what slows them down. Send it 30 days after signup.
OnboardingApp onboardingLearn how easy setup was, which step confused people and what they expected the app to do. Show it after the first session, or the second time the app opens.

Questions from the library

Browse the question library
  1. How many days did your card take to arrive?Ruler · Cards and payments
  2. How easy was it to activate the card?Customer effort · Cards and payments
  3. Have you added the card to a mobile wallet?Yes / No · Cards and payments
  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

About a week after the card ships, when most cards have arrived and been used once. Import that week's shipped cards as a contact list and schedule the send.

Yes, as a QR code. Print the survey's QR code on the letter that comes with the card, ask cardholders to scan it after their first purchase and add ?utm_source=card_mailer to the link, so each answer keeps where it came from in Google Sheets, webhooks and the API.

Three to five. This template asks four taps and takes about 30 seconds, so cardholders finish it on a phone in one go.

Select No in Results to see those cardholders' delivery times and activation scores, then check the accounts with your card team. Give each No an owner in the inbox until it is solved.

Yes, when you want to check delivery and activation for them. Keep a separate copy of the survey for replacements, so new customers and existing ones stay comparable.

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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