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Maintenance request survey template

Find out whether repairs really got fixed, a week after the request is closed

Four quick questions for tenants after a repair: how long it took to get a response, how long the fix took, how the person who did the work did and whether the problem stayed fixed. Use it as it is or change any question, and add an open question when you want the details in the tenant's words, which Usertick reads for you.

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What this maintenance request survey tells you

A maintenance request survey asks tenants how a repair went from their side of the door, which can differ from what the work order says. This template asks four questions in about 35 seconds: how long it took for someone to respond, how long the fix took, a rating for the person who did the repair and whether the problem stayed fixed.

It is written for an email a week after the request is closed, with the first question inside the email so one tap on a time range starts the survey. The same template also runs as a link in the closing note your maintenance software sends, as a QR code on a card left after the visit, or as a popup in your tenant portal when it runs on your own domain.

Results shows how response and fix times split, the share of tenants still waiting, the technician rating and the share of fixes that held, each against the period before. When you add an open question, Usertick reads each answer, files it under a category such as maintenance and repairs, and flags the urgent ones.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
Under a minute
Written for
An email a week after a repair request 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 · Multiple choice

How long did it take for someone to respond?

Why ask it
The first response is when a tenant stops worrying that the request went nowhere. Four ranges from the same day to more than a week show how that wait felt.
What you learn
A donut with the share and count of each range, with stacked shares over time, so a slower month for your maintenance team stands out.
Make it yours
Match the ranges to the response time in your lease or service promise, such as 24 hours for urgent requests.
Question 2 of 4 · Multiple choice

How long did it take to fix?

Why ask it
A closed work order and a fixed problem are two different things. The option It isn't fixed yet catches the requests that were closed too early.
What you learn
A donut with each share and count. Select It isn't fixed yet to narrow the page to those tenants and see how they rated the technician.
Make it yours
On every plan, a workflow can post every It isn't fixed yet answer to Slack or Microsoft Teams, so someone reopens the request the same day.
Question 3 of 4 · Stars

How would you rate the person who did the repair?

Why ask it
The person at the door shapes how the tenant feels about the whole repair: arriving on time, explaining the job, cleaning up afterward. A five-star rating separates that from the wait.
What you learn
The average, a bar per rating and the share who rated 4 or higher, compared with the period before.
Make it yours
When you use several contractors, add a question that names the company, then select each one in Results to compare them.
Question 4 of 4 · Yes / No

Has the problem stayed fixed?

Why ask it
A week later is long enough for a patched leak to drip again. A plain yes or no counts the repeat problems before they turn into a second request.
What you learn
The share that said yes. Select No to see which response and fix times those repairs had.
Make it yours
Add an optional text question after it, with skip logic so only a No reaches it, to ask what is wrong now.

What the answers show

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

How would you rate the person who did the repair?

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

How long did it take for someone to respond?

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.

How long did it take to fix?

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 Maintenance request 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 a week after closing

    A week gives the fix time to prove itself. Usertick doesn't send it automatically when your maintenance software closes a request, so send the week's closed requests the survey from Usertick, or put the link in the closing note your software sends.

  2. 02

    Name the repair in the email

    Put the job in the subject, such as Your dishwasher repair, so tenants with several requests know which one the survey is about.

  3. 03

    Reopen every unfixed request

    Assign each It isn't fixed yet or No answer to your maintenance lead in the inbox, and keep its status open until the tenant confirms the fix.

  4. 04

    Watch the trend each month

    Track the share of fixes that held and the share still waiting month by month. A dip after a new contractor starts points to the cause.

Customer supportReal estate surveysEmail surveysMaintenance and repairs questions

More support templates and questions

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

Templates

Browse all templates
SupportListing inquiry follow-upCheck that people who asked about a listing heard back, and offer them a showing. Send it a day after the inquiry.
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.
SupportHelp article feedbackLearn whether your help articles answer people's questions and which topics are missing or outdated. Add it to the bottom of every help article.
SupportTrust and supportMeasure how well a request was handled and how much customers trust you with their money. Send it after a support case is closed.

Questions from the library

Browse the question library
  1. How many days until someone responded?Ruler · Maintenance and repairs
  2. How many days until it was fixed?Ruler · Maintenance and repairs
  3. How would you rate the quality of the repair?Stars · Maintenance and repairs
  4. Was your issue resolved?Yes / No · Support
  5. How much effort did it take to get help?Customer effort · Support
  6. How could we have handled this better?Text · Support

Frequently asked questions

A week after the request is closed, so the tenant can tell whether the fix held. Send it from Usertick to the tenants whose requests closed that week, or put the link in the message your maintenance software sends.

Yes. Turn off Skip people who already received this survey before each send, since it is on by default and would skip tenants who answered after an earlier repair.

Reopen the request the same day and tell the tenant when someone will come back. Select It isn't fixed yet in Results to find every tenant in that position.

On every plan, a workflow can call a webhook, run a Zapier step that passes each answer to another tool, or add a row to a Google Sheet for a running log.

Add a question that names the contractor, or run one copy of the survey per contractor, then compare the technician rating and the share of fixes that held.

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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