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Visa service survey template

See where applicants get stuck, once their visa is decided

Four questions for the moment an application is decided: how easy the application was, how long processing took, how well you kept applicants informed and what confused them. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this visa service survey tells you

A visa service survey asks applicants about the whole process once they have their decision. This template takes under a minute: an effort score for the application, how long processing took, a rating for how well you kept them informed, and an open question about what was confusing.

It is written for an email sent once the application is decided, to a list of the week's decided cases, or as a link in the decision email your case system already sends. The first question sits inside the email, so applicants answer with one tap. Wherever the Usertick script runs on your own domain, the same survey can also open as a popup in your online portal when applicants log in to check their status.

Every written answer is read as it arrives and filed under a category from your list, such as booking and reservations or staff and service, with a type, a sentiment and an urgency. Results shows the average effort, the share of each processing time and the share who rated your updates 4 or 5, and selecting More than a month narrows every chart to the slowest cases.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
About a minute
Written for
An email once the application is decided
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 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 the application?

Why ask it
Forms, documents, photos and appointments make a visa application hard work, and your service exists to make it easier. A 1 to 7 effort score tells you whether it did.
What you learn
Results shows the average on the 1 to 7 scale, the share who found the application 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 applicants answer with one tap.
Question 2 of 4 · Multiple choice

How long did processing take?

Why ask it
Applicants remember how long they waited, and the answer sets the context for every other score: a hard application with a fast decision reads differently from one that took over a month.
What you learn
A donut with the share and count of each processing time, compared with the period before. Select More than a month to see how those applicants rated your updates.
Make it yours
Change the brackets to match the visas you handle, for example days for electronic visas and months for residence permits.
Question 3 of 4 · Stars

How well did we keep you informed along the way?

Why ask it
Waiting without news is what applicants find hardest, and regular updates are something your team controls even when the consulate sets the pace.
What you learn
The average rating, a bar per rating and the share who rated 4 or higher, compared with the period before.
Make it yours
On every plan, a workflow alert posts to Slack or Microsoft Teams when this average falls below a line you set over the last 7 days.
Question 4 of 4 · Text · Optional

What was confusing?

Why ask it
Confusion leads to missing documents, resubmissions and support calls, and applicants can point at the exact form field, document or instruction that caused it.
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 an idea, and flags urgent ones. Results lists every answer with its sentiment and shows up to eight themes with their trends, so the same confusing step shows as a pattern.
Make it yours
Don't ask applicants to type passport or other ID numbers here or anywhere in the survey, since Usertick's terms don't allow government ID numbers.

What the answers show

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

How easy was the application?

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

How long did processing take?

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 Visa service 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 once the decision is out

    Ask after the decision, approved or refused, so every applicant judges the whole process. Add a question about the outcome when you want to read approved and refused cases apart.

  2. 02

    Keep ID numbers out

    Ask for no passport or ID numbers in the survey. A survey sent through Usertick email ties each answer to the applicant's contact, which is enough to find the case.

  3. 03

    Fix the most confusing step first

    Read the themes in question 4 each month and rewrite the instructions for the step that comes up most, then watch the effort score against the period before.

  4. 04

    Compare visa types

    Add a dropdown for the visa type or the destination country, so Results can show effort and processing time for each one.

Customer effort scoreTravel surveysEmail surveysAirport lounges 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 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 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 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

Once the application is decided, so the applicant can judge the whole process from the first form to the result. A separate short survey right after submission catches problems with the forms while the details are fresh.

Four or five. This template asks four and takes under a minute, which suits applicants who have just spent hours on forms.

Yes. Ask everyone once the decision is out, and add a question about the outcome, so Results can show refused and approved cases apart.

Choose the low ratings for updates and check their processing times in question 2. Long cases with low ratings call for a regular status email from your case system, such as one a week.

Usertick doesn't send after an event in your case system. Import each week's decided cases from a CSV file and send to that list, or put the survey's link in the decision email you already send.

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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