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Train passenger survey template

Hear how the journey went, from the ticket to the platform

Three questions for a few hours after arrival: how satisfied passengers were with the journey, how they rated punctuality, seats, cleanliness and information on board, and how easy the ticket was to buy. Add an open question when you want reasons, and Usertick reads every written answer for you.

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What this train passenger survey tells you

A train passenger survey asks travelers about the journey shortly after they arrive. This template takes about 40 seconds: a satisfaction rating, a grid for punctuality, seat comfort, cleanliness and information on board, and an effort score for buying the ticket.

It is written for an email a few hours after arrival, sent to passengers who booked online and gave an email address. A QR code on seat backs, tables or station posters opens the same survey on the passenger's phone during the journey, and the survey can also run as a popup on your website. Name the route in the survey when you want to compare lines, since Results doesn't split answers by link tag.

Results shows the share of passengers who rated the journey 4 or 5 stars, a heat map of the four parts of the journey with their averages, and the average ticket effort with the share who found it easy, each compared with the period before. Add an open question and every written answer is filed under a category from your list, such as delays and disruptions, with a type and a sentiment.

In an emailAs a linkOn your websiteAs a conversation
Questions
3
Time to answer
Under a minute
Written for
An email a few hours after the train arrives
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 · Stars

How satisfied were you with your journey?

Why ask it
One rating for the whole journey gives you a CSAT to follow week by week and to check after timetable or fleet changes.
What you learn
The average rating, a bar per star and the share who rated 4 or higher, compared with the period before.
Make it yours
Keep it first. A Stars question sits inside the email, so passengers answer with one tap.
Question 2 of 3 · Matrix · Optional

How would you rate the following?

Why ask it
Punctuality, comfort, cleanliness and information are run by different teams. Rating them in one grid shows which one pulled the journey score down.
What you learn
A heat map per row with row averages, so a run of late trains shows next to a steady cleanliness score.
Make it yours
Add rows for what your service offers, such as Wi-Fi, the dining car or luggage space, and keep the grid short, since on phones it shows one row at a time.
Question 3 of 3 · Customer effort

How easy was it to buy your ticket?

Why ask it
Buying the ticket is where many passengers first meet your service, and a confusing fare page or a ticket machine that rejects cards sours the journey before it starts.
What you learn
The average on the 1 to 7 scale, the share who found buying easy and a bar from hard to easy, compared with the period before.
Make it yours
Add a question that asks where they bought the ticket, such as the website, a machine or the station desk, so a hard score points at one channel.

What the answers show

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

How satisfied were you with your journey?

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

How would you rate the following?

Each row's answers side by side, so the part that needs work stands out.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Train journey 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

    Name the route first

    Add a dropdown that names the route or line as the first question, so Results can show each route's punctuality on its own.

  2. 02

    Reach passengers without an email

    Email reaches passengers who booked online. Put the QR code on seat backs and in stations for passengers who bought at a machine or a desk.

  3. 03

    Add one open question

    The template has no written question. Add an optional one at the end about what could have made the journey better, and Usertick reads every answer and files it under a theme.

  4. 04

    Compare after timetable changes

    Note the date of each timetable or fare change, then compare the punctuality row and the ticket effort with the period before.

CSAT surveysTravel surveysEmail surveysGroup trips questions

More satisfaction templates and questions

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

Templates

Browse all templates
CSATFlight experienceFind out how passengers rated each part of the journey, from check-in to baggage claim. Send it the day after the flight lands.
CSATTour and guideLearn how guests rated a tour and their guide, and what to change next time. Send it the evening of the tour.
CSATAirport loungeLearn how travelers rated your lounge, from food to quiet, and whether it was worth the access. Send it once the passenger's flight has departed.
CSATCruiseLearn how passengers rated each part of the cruise and whether they'd recommend it. Send it two days after disembarkation.

Questions from the library

Browse the question library
  1. How many people were in your group?Number · Group trips
  2. Who put the trip together?Multiple choice · Group trips
  3. How easy was it to book for everyone at once?Customer effort · Group trips
  4. How would you rate the journey?Stars · Trains and cruises
  5. Rate the journey on eachMatrix · Trains and cruises
  6. Was the train or ship on time?Yes / No · Trains and cruises

Frequently asked questions

A few hours after arrival, on the same day, while the delays, the seat and the announcements are still fresh. Send it in the evening to that day's passengers who booked online.

Three to five. This template asks three and takes about 40 seconds, which suits passengers reading on a phone.

Usertick doesn't send when a train arrives in your own systems and has no recurring sends. Import each day's online bookings from a CSV file and send to that list, or put the survey's link in the journey email your booking system already sends.

Compare it with the period before and with your own delay records for the same days. A low score on days with few delays points at how delays were announced, which the information row shows.

Yes, from the survey's QR code on seat backs, tables or posters, which opens the hosted survey page on their 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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