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Travel support survey template

Find out if travelers could reach you, when they needed help on the trip

Three questions for after a support case closes: how easy it was to reach you while traveling, how long a reply took and whether the problem was solved. Add an open question when you want the story, and Usertick reads every written answer for you.

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What this travel support survey tells you

A travel support survey asks travelers who contacted you during a trip whether help came in time. This template takes about 25 seconds: an effort score for reaching you from the road, how long the reply took, from minutes to a day or more, and a yes or no on whether the problem was solved.

It is written for an email after a support case closes, sent to a list of the day's or week's closed cases, or as a link your help desk adds to its closing message. Usertick doesn't send when a ticket closes in another tool, so the list import or the link in your own closing email does that job. The first question sits inside the email, so a traveler on a phone abroad answers with one tap.

Results shows the average effort of reaching you, the share of each reply time and the share of problems solved, each compared with the period before, and selecting A day or more narrows every chart to the slowest cases. Add an open question and every written answer is filed under a category from your list, such as staff and service or delays and disruptions, with a type, a sentiment and an urgency.

In an emailAs a linkOn your websiteAs a conversation
Questions
3
Time to answer
Under a minute
Written for
An email after a support case from a trip closes
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 was it to reach us while you were traveling?

Why ask it
Travelers abroad deal with roaming charges, time zones and phone queues, so reaching you is the first hurdle. A 1 to 7 effort score shows whether your channels work from the road.
What you learn
The average on the 1 to 7 scale, the share who found you easy to reach and a bar from hard to easy, compared with the period before.
Make it yours
Add a question that asks how they contacted you, such as phone, chat, email or a messaging app, so a hard score points at one channel.
Question 2 of 3 · Multiple choice

How long did it take to get a reply?

Why ask it
A traveler with a missed connection needs an answer in minutes, and a reply the next day can come too late. The options measure speed the way the traveler felt it.
What you learn
A donut with the share and count of each reply time, compared with the period before. Select A day or more to see how often those problems were solved.
Make it yours
Change the brackets to match your service promise, for example a bracket for within 15 minutes when that is what you offer.
Question 3 of 3 · Yes / No

Did we solve the problem?

Why ask it
Solving the problem is what the traveler contacted you for. A yes or no gives a resolution rate in the traveler's own view, which can differ from the status of the case.
What you learn
The share that said yes, compared with the period before. Select No to see how hard those travelers found it to reach you and how long they waited.
Make it yours
Add a skip so a No leads to an open question about what is still unsolved, and let a workflow post each No to Slack or Microsoft Teams so someone reopens the case.

What the answers show

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

How easy was it to reach us while you were traveling?

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

How long did it take to get a reply?

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 Support while traveling 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 soon after the case closes

    Import the day's closed cases as a list and send, or add the survey's link to your closing message, so travelers answer while the trip is still on.

  2. 02

    Reopen every No

    Give each response with a No an owner in the inbox, and contact the traveler before they get home.

  3. 03

    Name the contact channel

    Add a question for how the traveler reached you, so Results can show the effort and the reply time of each channel.

  4. 04

    Watch reply times in peak weeks

    Compare the share of A day or more with the period before during the holiday weeks, when support queues tend to grow.

Customer supportTravel surveysEmail surveysAirport lounges questions

More support templates and questions

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

Templates

Browse all templates
SupportAfter a delayLearn how you handled a delay or cancellation: information, care and rebooking. Send it within a day of arrival.
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 did you get into the lounge?Multiple choice · Airport lounges
  2. How comfortable was the seating?Stars · Airport lounges
  3. How long did you stay in the lounge?Ruler · Airport lounges
  4. How many people were in your group?Number · Group trips
  5. Who put the trip together?Multiple choice · Group trips
  6. How easy was it to book for everyone at once?Customer effort · Group trips

Frequently asked questions

Soon after the case closes, often while the traveler is still on the trip, so a No can still be fixed. Waiting until they are home gives a calmer answer but less time to act.

Three keeps it to about 25 seconds, which suits a traveler on a phone abroad. Add one open question when you want the details of unsolved cases.

Usertick doesn't send when a ticket closes in your help desk. Import closed cases from a CSV file and send to that list, or put the survey's link in the closing email your help desk sends.

Treat every No as an open case: assign it an owner in the inbox, contact the traveler and add a note with what was done. On every plan, a workflow can post each No to Slack or Microsoft Teams as it arrives.

Most travelers find you easy to reach, most replies come within an hour, and nearly every answer to question 3 is Yes. Compare each month with the period before to see the direction.

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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