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Car rental survey template

Catch slow pickups and surprise charges before they become complaints

Five questions for the day after the car comes back: how easy pickup was, how long the counter wait took, whether the car matched the booking, whether any charge was a surprise, and how the return went. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this car rental survey tells you

A car rental survey asks renters about pickup and return once the rental is over. This template takes under a minute: an effort score for pickup, the minutes spent at the counter, whether the car was the one booked and clean, whether any charge was unexpected, and the return in the renter's own words.

It is written for an email the day after the car is returned, sent to a list of the previous day's returns or placed as a link in the final invoice email your rental system sends. A QR code on the key tag or at the return lane opens the same survey. To compare airports and city branches, run one survey per branch or add a question that names the location.

Every written answer is read as it arrives and filed under a category from your list, such as price and fees or check-in and arrival, with a type, a sentiment and an urgency. Results shows the average pickup effort, the median counter wait with the middle half of waits, and the share who met an unexpected charge, each compared with the period before.

In an emailAs a linkOn your websiteAs a conversation
Questions
5
Time to answer
About a minute
Written for
An email the day after the car is returned
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 5 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 5 · Customer effort

How easy was it to pick up your car?

Why ask it
Pickup is the step with the most moving parts: the queue, the paperwork, the deposit and the walk to find the car. A 1 to 7 effort score measures that step on its own.
What you learn
Results shows the average on the 1 to 7 scale, the share who found pickup easy and a bar from hard to easy, compared with the period before.
Make it yours
Keep it first. A CES question sits inside the email, so a renter answers with one tap and goes on to the rest.
Question 2 of 5 · Ruler · Optional

How long did you wait at the counter?

Why ask it
Renters remember the counter wait in minutes, and a number is easier to act on than a rating, since it tells you which desks need more staff.
What you learn
The median wait and the middle half of the answers drawn over the 0 to 45 minute ruler, compared with the period before, so you see the usual wait and how far it spreads.
Make it yours
Keep the open top end labeled 45+ min, so the longest waits still have a place on the ruler.
Question 3 of 5 · Yes / No

Was the car the one you booked, and clean?

Why ask it
A different car class or a car that wasn't cleaned starts the rental badly, whatever the counter did right. A yes or no makes the problem easy to count.
What you learn
The share that said yes, compared with the period before. Select No to see those renters' pickup scores and read what they wrote about the return.
Make it yours
Split it into two questions, one for the car class and one for cleanliness, when you need to know which one failed, since a single No can't tell you.
Question 4 of 5 · Yes / No

Were there any charges you didn't expect?

Why ask it
Unexpected charges for fuel, tolls, insurance or damage turn a fine rental into a dispute. Asking the day after lets you explain or refund before the renter calls their bank.
What you learn
The share that said yes, compared with the period before. A rising share after a pricing change points straight at the new fee.
Make it yours
On every plan, a workflow can post every Yes to Slack or Microsoft Teams, so someone checks the invoice the same day.
Question 5 of 5 · Text · Optional

How was the return?

Why ask it
The return is the last thing renters remember, and it is where fuel checks and damage inspections happen. An open question lets them describe it in their own 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, a question or praise, and flags urgent ones such as a disputed damage charge. Results lists every answer with its sentiment and theme.
Make it yours
Keep it optional and last, so renters with a quick return can submit after four taps.

What the answers show

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

How easy was it to pick up your car?

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

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 Car rental 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

    Ask which charge was a surprise

    Add an open question after question 4 with a skip, so only renters who answer Yes are asked which charge it was and renters who answer No go straight to the return.

  2. 02

    Compare branches

    Duplicate the survey for each pickup location, or add a first question that names it, so Results can show the wait and the effort at each branch.

  3. 03

    Send every morning

    Usertick has no recurring sends. Import the previous day's returns as a list each morning and send to it, or put the survey's link in the final invoice email.

  4. 04

    Settle disputes on the record

    Give each urgent response an owner in the inbox and add notes on what was refunded, so the next person on the team sees the history.

Customer effort scoreTravel surveysEmail surveysCar rental and transfers 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 effortBooking experienceMeasure how easy it is to book a trip and learn what almost made people give up. Show it on the booking confirmation page.
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 was picking up the car?Customer effort · Car rental and transfers
  2. How many minutes did you wait at the desk?Ruler · Car rental and transfers
  3. Was the car as booked?Yes / No · Car rental and transfers
  4. How did you get into the lounge?Multiple choice · Airport lounges
  5. How comfortable was the seating?Stars · Airport lounges
  6. How long did you stay in the lounge?Ruler · Airport lounges

Frequently asked questions

The day after the car is returned, once the final invoice has gone out. Unexpected charges show up on that invoice, so asking after it catches them while they can still be explained.

Five or fewer. This template asks five, four of them a tap or a drag, and takes under a minute.

Read the return answers of renters who said Yes, check their invoices and contact them before they dispute the charge. When the share keeps rising, look at how the fee is shown at booking and at the counter.

Usertick doesn't send when your rental system checks a car in. Import each day's returns from a CSV file and send to that list, or put the survey's link in the invoice email your rental system already sends.

Yes. Print the survey's QR code on the key tag or on a sign at the return lane, and it opens the hosted survey page on the renter's phone. Those answers arrive in the same Results as the email answers.

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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