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Frequent flyer survey template

Find out which benefits keep members flying, and where miles get hard to use

Three questions for a yearly member survey: how easy it is to use miles, how members rank upgrades, lounge access, priority boarding, extra baggage and partner rewards, and what would make them choose you over another airline. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this frequent flyer survey tells you

A frequent flyer survey asks loyalty program members how the program works for them. This template takes about a minute: an effort score for using miles, a ranking of five benefits, and an open question about what would make members choose you over another airline.

It is written for an email to members once a year, sent to your member list or to one status tier at a time. Usertick has no recurring sends, so schedule each year's send by hand, up to 30 days ahead. The first question sits inside the email. From Starter, or on 1 survey on Free, the same survey can also open as a popup in the member area of your website when your code sends a custom event, for example after a member redeems miles.

Every written answer is read as it arrives and filed under a category from your list, such as price and fees or booking and reservations, with a type, a sentiment and an urgency, and each response gets a customer risk reading. Results shows the average ease of using miles, the average place of each benefit and every answer with its theme, each compared with the period before.

In an emailAs a linkOn your websiteAs a conversation
Questions
3
Time to answer
About a minute
Written for
A yearly email to members of your frequent flyer program
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 3 questions, one by one

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

Question 1 of 3 · Customer effort

How easy is it to use your miles?

Why ask it
Miles that are hard to spend lose their value: no award seats on the dates members want, high fees on reward tickets, a confusing redemption flow. A 1 to 7 effort score shows how members experience it.
What you learn
The average on the 1 to 7 scale, the share who found it 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 members answer with one tap and go on to the ranking.
Question 2 of 3 · Ranking · Optional

Rank these benefits

Why ask it
Members value benefits differently, and a ranking makes them choose. The order tells you which benefits to protect and which ones members would trade away.
What you learn
Results shows the average place of each benefit, compared with the period before, so you can see whether lounge access is rising or falling against upgrades.
Make it yours
Add a dropdown for the member's status tier before it, since top-tier members and occasional flyers may rank the same benefits in a different order.
Question 3 of 3 · Text · Optional

What would make you choose us over another airline?

Why ask it
Members compare programs, and the answer names what a competitor offers or what you would need to change to win their next booking.
What you learn
Usertick reads each answer, files it under a category and a theme from your list, marks it as an idea, a complaint or praise, and gives each response a customer risk reading, so members who are close to leaving stand out. Results lists every answer with its sentiment and shows up to eight themes with their trends.
Make it yours
On every plan, a workflow can post each response whose customer risk reads about to leave to a Slack or Microsoft Teams channel your loyalty team watches.

What the answers show

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

How easy is it to use your miles?

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 Miles and status 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

    Schedule the yearly send by hand

    Usertick has no recurring sends. Set a fixed month for the member survey and schedule the send up to 30 days ahead each year.

  2. 02

    Turn off the skip for each new year

    Skip people who already received this survey is on by default, so members who answered last year would be left out. Turn it off for each new year's send.

  3. 03

    Read the answers by status tier

    Add a question for the status tier, since Results filters by any answer, and compare how each tier ranks the benefits.

  4. 04

    Ask again after a program change

    When you change award prices or benefits, send a short survey to the members affected and compare the ease of using miles with the period before.

Churn surveysTravel surveysEmail surveysLoyalty tiers and points questions

More retention templates and questions

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RetentionQuarterly check-inA short quarterly check on how the relationship is going, the value customers get and what to focus on next. Send it by email at the start of each quarter.
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Questions from the library

Browse the question library
  1. Which tier are you in right now?Dropdown · Loyalty tiers and points
  2. How worthwhile does your tier feel?Big scale · Loyalty tiers and points
  3. Which perks do you actually use?Multiple choice · Loyalty tiers and points
  4. Where did you sit on this trip?Multiple choice · Seat selection
  5. Did you pay to choose your seat?Yes / No · Seat selection
  6. How much did you pay to pick your seat?Number · Seat selection

Frequently asked questions

Once a year covers the program as a whole. Add a short survey after a big change, such as new award prices, to see its effect.

Three to five. This template asks three, one of them a ranking, and takes about a minute.

Yes. Import each tier as its own list and send to the list you want, with up to 20 lists and 5,000 people per send. Add a tier question when you want Results to compare tiers.

Read their written answers for the reason, such as award seats, fees or the redemption flow, and see which theme comes up most. Fix that step first and compare the effort score with the period before.

Each response gets a customer risk reading of healthy, at risk or about to leave, and Results counts them for the period against the period before. On every plan, a workflow can post at risk responses to Slack or Microsoft Teams.

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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