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Customer trust survey template

See how much customers trust you, right after you solve their request

Four questions after a support case: how the request was handled, how much the customer trusts you with their money, how they feel about their finances and what would raise their trust. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this customer trust survey tells you

A customer trust survey measures what a support case did to the relationship. This template asks four questions in under a minute: a satisfaction rating for how the request was handled, a 1 to 10 trust score, a dial for how the customer feels about their finances and an open question on what would make them trust you more.

It is written for an email sent once a support case is closed, while the customer still remembers the call or the chat. The same template runs as a link your agents add to their closing message, or in the chat layout one question at a time, which suits a conversation that just ended.

Every written answer is read as it arrives and filed under a category from your list, such as Support, Fees and rates or Security and fraud, with a type, a sentiment and an urgency, and each response gets a customer risk reading. Results shows the satisfaction rating as CSAT and puts the trust score beside it, both 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 after a support case is closed
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 · Stars

How satisfied are you with how we handled your request?

Why ask it
The request is the reason the customer contacted you, so its handling is what they judge first. A 5-star rating gives you a CSAT figure your support team can follow week to week.
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
Keep it first, so the customer can answer inside the email with one tap and the rest of the survey opens with that rating kept.
Question 2 of 4 · Big scale

How much do you trust us with your money?

Why ask it
Satisfaction with one case and trust with money are different things. A customer can rate a quick fix highly and still keep their savings elsewhere, and the gap between the two scores tells you which one to work on.
What you learn
Results shows the average trust score and a column for each step from 1 to 10. Filter to the low scores to narrow the whole page to those customers and read what they wrote.
Make it yours
Ask it on every case for a few months before you change anything, so you know your usual average and can see a real drop.
Question 3 of 4 · Mood dial

How do you feel about your finances since you started using our app?

Why ask it
A support case can solve the problem and still leave someone anxious about money. The dial shows whether customers feel more in control of their finances since they joined, which a satisfaction score can't show.
What you learn
Results shows each face from Worried to Confident with its share, so a rising share of Worried or Unsure answers stands out against the period before.
Make it yours
When customers bank with you mostly in branches or on your website, change the wording to match, such as since you opened your account.
Question 4 of 4 · Text · Optional

What would make you trust us more?

Why ask it
The trust score says how much; the open question says what would move it, in the customer's own words, such as clearer fees, faster replies or one named contact.
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, an idea or a question, and gives the response an urgency and a customer risk reading, in any language.
Make it yours
Give every low trust score an owner in the inbox, so someone calls back before the customer moves their money.

What the answers show

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

How satisfied are you with how we handled your request?

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 Trust and support 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 once the case is closed

    Usertick doesn't send it when a case closes in your help desk. Send it each week to the contacts whose cases closed, or have your agents paste the link into their closing message.

  2. 02

    Read the rating and trust together

    Filter Results to the 1 and 2 star answers and look at the trust scores beside them. A low rating with high trust is a case to fix; low trust with a high rating is a relationship to repair.

  3. 03

    Alert on falling trust

    On every plan, set an alert when the average trust score falls below a line over 7 days, so a drop after a fee change or an outage reaches your team in Slack or Microsoft Teams the same week.

  4. 04

    Ask after every case

    Skip people who already received this survey is on by default. Turn it off when customers can have several cases a year, or each later case goes unasked.

Customer supportFinancial services surveysEmail surveysGetting financial advice questions

More support templates and questions

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

Templates

Browse all templates
SupportFraud alert follow-upLearn how customers experienced a fraud alert: how fast you acted, how clear you were and how safe they feel now. Send it once the case is closed.
SupportFailed paymentLearn whether customers understood why a payment failed and how easy it was to fix. Send it after a failed payment is resolved.
SupportCard disputeLearn how customers experienced a card dispute, from raising it to the outcome. Send it once the dispute is closed.
SupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.

Questions from the library

Browse the question library
  1. Have you ever paid for financial advice?Yes / No · Getting financial advice
  2. Where do you turn first for money questions?Multiple choice · Getting financial advice
  3. How much do you trust the advice you get?Big scale · Getting financial advice
  4. How do your repayments feel at the moment?Multiple choice · Help with debt
  5. Which of these do you have repayments on?Multiple choice · Help with debt
  6. Have you ever asked a lender for more time?Yes / No · Help with debt

Frequently asked questions

Within a day or two of closing the case, while the customer remembers the conversation. Send it from Usertick to that week's closed cases, or put the link in the closing message.

Every customer whose case was closed, including the ones who got an answer they didn't want. Leaving out the hard cases makes the trust score look better than it is.

Read what that customer wrote, give the response an owner in the inbox and call back when the answer names something you can fix. Then compare the average with the period before to see whether the change helped.

Your help desk can put the survey's link in its closing message. On every plan, a HubSpot workflow (HubSpot Professional or Enterprise) can send the survey to each contact it enrolls, and a Usertick workflow can open a Zendesk ticket for a low score; Freshdesk and Help Scout connect through a Zapier step.

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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