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Fee transparency survey template

Find the fees that surprise customers, before they decide to leave

Four questions, once a year: whether a fee ever surprised the customer, how clear their charges are, whether they would prefer one flat monthly fee and which fee they understand least. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this fee transparency survey tells you

A fee transparency survey asks customers whether they understand what they pay you. This template asks four questions in under a minute: whether any fee has ever surprised them, how clear their charges are, whether they would prefer one flat monthly fee and which fee they understand least.

It is written for an email to your whole customer list once a year, sent from Usertick or as a link in your own annual fee notice. Usertick has no recurring sends, so send it by hand each year; a copy of the survey also fits inside the page at the end of the fees page on your website.

Every written answer is read as it arrives and filed under a category from your list, such as Fees and rates or Cards, with a type, a sentiment and an urgency, and each response gets a customer risk reading. Results shows the share surprised by a fee, the clarity rating as CSAT and the share who would prefer a flat fee, each against the period before.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
About a minute
Written for
An email to every customer, once a year
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 · Yes / No

Have any of our fees ever surprised you?

Why ask it
A surprise fee is remembered long after the amount is forgotten. A plain Yes or No shows how many customers have met one.
What you learn
Results shows the share that said yes, against the period before. Select Yes to narrow the page to those customers and read which fee they named.
Make it yours
Keep it first, so customers can answer inside the email with one tap.
Question 2 of 4 · Stars

How clear is what you pay us?

Why ask it
Customers can know every fee exists and still not follow what they paid this month. A 5-point clarity rating measures how readable your charges are.
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
Select Yes and then No on the first question to compare the clarity rating of customers who were surprised by a fee with those who weren't.
Question 3 of 4 · Yes / No

Would you prefer one flat monthly fee with no other charges?

Why ask it
A flat fee is a big pricing decision. Asking customers directly shows whether the demand is there before you model the change.
What you learn
Results shows the share that said yes. Select Yes to see how clear those customers find their charges today and which fee they named.
Make it yours
Treat the answer as a reason to research further, and talk to some of the customers who said yes before you change your pricing.
Question 4 of 4 · Text · Optional

Which fee do you understand least?

Why ask it
The fee customers understand least is the one that brings calls, complaints and closed accounts. The open question names it in their words.
What you learn
Usertick reads each answer as it arrives, files it under a category and a theme from your list, marks it as a complaint or a question, and flags the urgent ones, in any language. Results shows up to 8 themes with their trends.
Make it yours
Rewrite the fee page or the statement line for the fee named most, then ask again next year to see whether it drops.

What the answers show

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

How clear is what you pay us?

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

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Fee transparency 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 it on the same date each year

    Usertick doesn't repeat a send, so put the date in your calendar and send it by hand, or schedule it up to 30 days ahead. A fixed date makes this year's answers comparable with last year's.

  2. 02

    Turn off the skip for year two

    Skip people who already received this survey is on by default. Turn it off when you send the same survey next year, or last year's customers won't get it.

  3. 03

    Ask at the end of your fees page

    Give a copy of the survey its own place inside the page at the end of your fees page, so visitors reading about charges can answer while the fee is in front of them.

  4. 04

    Catch customers at risk

    On every plan, a workflow can post each response read as at risk or about to leave to Slack or Microsoft Teams, so someone calls before the customer closes the account.

Pricing page surveysFinancial services surveysEmail surveysFees and transparency questions

More pricing templates and questions

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

Templates

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PricingPricing page feedbackFind out what keeps visitors on your pricing page from choosing a plan. Show it after 30 seconds on the pricing page, or when they're about to leave.
PricingEnd of trialSee who plans to subscribe when the trial ends, what's holding the rest back and how the price feels. Send it two days before the trial ends.
PricingSubscription barriersFind out what stops regular readers from subscribing and what they would pay for. Show it to readers who've hit the paywall three times.
PricingQuote follow-upLearn how your quote compares with others and what would help the customer decide. Send it three to five days after the quote goes out.

Questions from the library

Browse the question library
  1. Were the fees clear before you signed up?Yes / No · Fees and transparency
  2. How fair do our fees feel?Stars · Fees and transparency
  3. Have you ever been surprised by a fee?Yes / No · Fees and transparency
  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

Once a year, and again after any change to your fees. Send it on the same date each year so the results compare.

Every active customer, including those who never contact support. Customers who never complain are often the ones who leave quietly over a fee.

Three to five. This template asks four, the last one optional, and takes under a minute.

Group the answers by theme in Results, then rewrite the explanation of the fee named most on your fees page, in your statement and in your app. Next year's answers show whether it worked.

Yes. Copy the survey's link or QR code into the notice and add ?utm_source=fee_notice, so each answer keeps where it came from in Google Sheets, webhooks and the API.

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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