A satisfaction questionnaire is a customer survey conducted by a company or a service provider to assess the degree of satisfaction of customers or prospects with the services provided. The objective of this type of survey is to assess the quality of its products or services in order to be able to make improvements. the travel satisfaction survey is therefore carried out with the aim of evaluating the progress of the stay.

How do I submit a travel satisfaction survey?

A travel satisfaction questionnaire aims to collect customer opinions on the progress of their trip. Are they satisfied with the services offered? What do they want to improve? These are the kinds of questions that the customer survey sample will have to answer. One travel satisfaction survey can be sent by different ways:

  • orally ;
  • by telephone or SMS;
  • by email ;
  • on the shelves;
  • via a website;
  • through an app;
  • on paper.

The interviewers send the questions to their sample and analyze the answers provided in order to assess the customer's level of satisfaction with their trip. The idea is to get your hands on the things that are wrong in order to improve the customer's experience and make the services more qualitative. You should know that the satisfaction surveys have a double scope. They influence the internal processes of the company and the relationship with the customer. Are your customers satisfied or not? A satisfied customer is a customer who will become loyal.

What is in a travel satisfaction questionnaire?

There are many travel satisfaction survey templates. Several travel agencies adopt these satisfaction surveys to evaluate their services and to be constantly attentive to their customers in order to retain them. A travel satisfaction survey will include questions about:

  • Your personal information ;
  • the reason for choosing this travel agency (word of mouth, previous experience, publicity, reputation);
  • the method by which you booked your trip (at the agency, via online catalogue, by telephone);
  • overall performance assessment;
  • comments or recommendations.

5 questions for an effective satisfaction survey

Do you want to know if your customers are satisfied to have traveled with you? the travel satisfaction survey is a very good idea. To set up an effective questionnaire, you must ask 5 important questions. The first will relate to the rating that your customers attribute to you after having taken advantage of your services. This question is called the NPS, a key indicator of customer loyalty. It is through this criterion that you will know whether or not your customers can recommend you to other people. This question also allows you to classify your customers into three categories:

  • The promoters ;
  • detractors;
  • the passives.

The second question will relate to the overall assessment. This is an indicator called CSAT. It is a valuable indicator that companies must constantly monitor to assess customer needs. The third question will be an open-ended question to allow the customer to explain the rating he gave: “why did you give this rating?“. Through this question, you will know your strong points and also your weak points. In the fourth question, the interviewer can ask several evaluation questions following the themes. By thematizing, the interviewer can gather more in-depth answers on a specific topic.

Customer suggestions, an important question in the satisfaction questionnaire

The fifth question in a travel satisfaction survey is very important. This involves asking the customer for their comments and recommendations in order to be able to improve the services provided. A customer satisfaction survey always begins with a specific question and ends with an open question. This question allows the customer to give suggestions to the interviewer who is none other than the service provider in order to improve the quality of what he offers. This question allows the customer to express his opinion.

It should be noted that a good travel satisfaction questionnaire must be constructed in such a way as to interest customers in responding to it. Questions should be well worded. This questionnaire provides relevant information to companies, it is for this reason that its construction must be well cared for.