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Booking experience survey template

Find out how easy booking felt, while the confirmation is on screen

Four questions for your booking confirmation page: how easy it was to book, what the traveler booked, what mattered most when they chose and what almost made them give up. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this booking experience survey tells you

A booking experience survey asks travelers about the booking itself, seconds after they finish it. This template takes about a minute and a quarter: an effort score for the booking, what they booked, how they weighed price, free cancellation, speed, choice and reviews, and the one thing that almost sent them to another site.

It is written for the booking confirmation page, with the survey inside the page under the booking reference, where it shows as soon as the page loads. It can also open there as a popup after a short delay. The Usertick script has to be on your own domain, so when a booking engine hosts your confirmation page on its domain, put the survey's link in the confirmation email instead.

Every written answer is read as it arrives and filed under a category from your list, such as booking and reservations or price and fees, with a type, a sentiment and an urgency. Results shows the average effort score against the period before, the share of each kind of booking and the average points each factor received, and selecting an answer narrows the whole page to those travelers.

On your websiteAs a linkIn an emailAs a conversation
Questions
4
Time to answer
About a minute
Written for
The booking confirmation page, inside the page under the booking
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.

On your website

Show it as a popup, a side button or inside the page, and choose the pages and the moment it opens: on page load, after a delay, on scroll or as someone is about to leave, on every plan. Event and behavior triggers work on 1 survey on Free and on every survey from Starter.

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 · Customer effort

How easy was it to book your trip?

Why ask it
The booking flow is the step travelers just finished, so the effort is fresh. A customer effort score from very difficult to very easy points at friction in search, passenger forms and payment instead of general mood.
What you learn
Results shows the average on the 1 to 7 scale, the share who found booking easy and a bar from hard to easy, compared with the period before. Filter by device to see whether booking on a phone lags behind booking on a laptop.
Make it yours
Keep it first and required. One tap on a scale is the easiest way into the survey, and the other three questions are optional.
Question 2 of 4 · Dropdown · Optional

What did you book today?

Why ask it
One booking engine often sells flights, hotels, packages, cars and activities, and each has its own steps. Knowing what was booked tells you which flow an effort score belongs to.
What you learn
A donut with the share and count of each kind of booking, with every typed Other answer listed. Select A hotel or A vacation package to see the effort score and the written answers for those bookings alone.
Make it yours
Rename the options to the products you sell, such as rail passes, airport transfers or cruises, and drop the ones you don't offer.
Question 3 of 4 · Points allocation · Optional

Divide 100 points across what mattered most when you chose

Why ask it
Points force a trade-off. A traveler who gives 60 points to price and 5 to reviews tells you more about why they chose you than five separate ratings would.
What you learn
Results shows the average points each factor received, compared with the period before, so you can see whether free cancellation is gaining weight against price over a season.
Make it yours
Swap in the factors you compete on, such as loyalty points or flexible dates, and keep the list short, since the answer only counts once all 100 points are placed.
Question 4 of 4 · Text · Optional

Did anything almost make you give up?

Why ask it
Travelers who finished the booking still remember the moment they nearly quit: a fee that appeared on the last step, a form that cleared itself, a card that failed once. The same problems stop the visitors who never reached this page.
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, a bug or an idea and flags the urgent ones. Results lists every answer with its sentiment and theme and shows up to eight themes with their trends.
Make it yours
Read it next to question 1: select the low effort scores in Results, and these answers show which step caused them.

What the answers show

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

How easy was it to book your trip?

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

What did you book today?

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.

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 Booking experience 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

    Place it inside the confirmation page

    Embed the survey in an element under the booking reference. It shows as soon as the page loads and has no close button, so it reads as part of the confirmation.

  2. 02

    Ask again on later bookings

    The survey shows until a traveler answers once. Set it to show again after a number of days when each new booking should get its own answer.

  3. 03

    Check where your booking engine runs

    The script must be on your own domain. When the confirmation page lives on a booking provider's domain, share the survey's link in the confirmation email, and the answers arrive in the same Results.

  4. 04

    Send payment problems to your team

    On every plan, a workflow posts answers marked as urgent or as a bug to Slack or Microsoft Teams, so a failing payment step reaches someone the same day.

Customer effort scoreTravel surveysWebsite surveysBusiness travel policy questions

More customer effort templates and questions

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

Templates

Browse all templates
Customer effortCar rentalMeasure how easy pickup and return were and catch unexpected charges before they turn into complaints. Send it the day after the car is returned.
Customer effortVisa serviceLearn how easy your visa or document service was and how well you kept applicants informed. Send it once the application is decided.
Customer effortBaggage deliveryMeasure baggage wait times and how problems with damaged or missing bags were handled. Send it the day after the flight.
Customer effortTask effort reviewMeasure the effort and time a key task takes, and find the step that slows people down. Show it after someone finishes a long task, such as an import or their first report.

Questions from the library

Browse the question library
  1. How easy is it to book a trip within company policy?Customer effort · Business travel policy
  2. How often does policy stop you booking what you need?Multiple choice · Business travel policy
  3. Do you know your nightly hotel limit without looking it up?Yes / No · Business travel policy
  4. How easy was it to book?Customer effort · Booking sites
  5. Rate each part of the siteMatrix · Booking sites
  6. How much do you trust the prices you see?Big scale · Booking sites

Frequently asked questions

Right after the booking is confirmed, on the confirmation page, while every step is still fresh. Ask about the trip itself in a separate survey once the traveler is home.

Four or fewer on a confirmation page. This template asks four, only the first is required, and it takes about a minute and a quarter.

Select the low scores in Results to narrow the page to those travelers, then read their answers to the last question and check what they booked. Give each response an owner in the inbox and set its status as the step gets fixed.

Yes, with a second short survey on your search or payment pages that opens on exit intent, when a visitor is about to leave. From Starter, or on 1 survey on Free, it can also open when a booking form is abandoned.

On your own website, yes, wherever the Usertick script runs on your domain. When the provider hosts the confirmation page on its own domain, put the survey's link in the confirmation email the engine sends.

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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