Travel survey questions: 40+ examples to improve guest and traveller feedback
Give your travellers first-class treatment! Gather customer feedback through travel surveys to improve their experience.
Summary:
- Travel companies use surveys to gather feedback on every stage of the journey, from booking and check-in to the in-flight or hotel experience.
- Insights help identify pain points in the travel experience, such as long wait times or poor amenities.
- Post-trip surveys are often used to measure loyalty and the likelihood of booking again for future holidays.
The travel, hotel and leisure industry is going through an unprecedented period of change. And yet, there’s reason for renewed optimism: domestic travel appears to be up, and there’s increasing opportunity to capitalise on emerging market growth.
As travelers seek convenience, quality and value, businesses must exceed expectations. While general customer satisfaction surveys help, a specific travel survey can improve the guest experience and build customer loyalty, creating happy, repeat customers.
What are travel surveys?
Travel surveys are questionnaires designed to collect feedback from guests and travelers about their experiences with a business, such as a hotel, airline, tour operator or travel agency. These surveys are a vital tool for businesses in the hospitality and tourism industry to gain a deeper understanding of customer satisfaction, needs and preferences.
What is the purpose of a travel survey?
Travel, from arranging it to setting off, can be quite the challenging experience. Can you make it better?
The primary purpose of travel surveys is to gather actionable data to improve services, enhance the customer experience and ultimately drive business growth and customer loyalty.
Key reasons why these surveys are important include:
- Improving the guest experience: Travel surveys provide direct insight into what travellers enjoy and where improvements are needed. This feedback can be used to make data-driven decisions on everything from room cleanliness and amenities to staff efficiency and service quality.
- Building customer loyalty: By actively seeking and acting on guest feedback, businesses show that they value their customers' opinions. This fosters a sense of being heard and appreciated, which can lead to repeat business and positive word-of-mouth marketing.
- Identifying strengths and weaknesses: Surveys help businesses pinpoint their strengths (what they do well) and weaknesses (areas that require attention). This allows them to focus investments and resources where they will have the most impact.
- Managing brand reputation: By proactively gathering feedback, businesses can address complaints internally before they escalate to public online review sites. This gives them greater control over their brand reputation.
- Personalising services: The collected data can be used to segment customers by demographics, travel habits and preferences. This allows businesses to tailor their offerings and communications, such as sending specific promotions to business travellers rather than to families on holiday.
- Informing business strategy: Surveys can uncover valuable trends and insights, helping businesses stay ahead of market changes. This data can guide decisions on new services, packages and promotions.
Travel survey example questions and templates
Build customer loyalty. Use surveys to find out what your customers think of your travel or hospitality services, and what it would take to keep them coming back. Start with one of our survey templates and use it as is or customise a survey to meet your needs.
Customer satisfaction
Do you delight your customers? Customer satisfaction questions should be a priority in your travel survey.
- How satisfied were you with the booking process?
- How satisfied were you with the check-in process?
- How satisfied were you with the value for money of our service?
- What could we improve to make your experience better?
- How likely is it that you would recommend our travel services to a friend or colleague?
- Do you have any additional comments or suggestions?
Use our Customer Satisfaction Survey Template to find out if your travel agency, airline or hotel is a pleasure to do business with and if your customers would happily recommend you to others.
Customer service
Make-or-break moments happen when issues arise. Find out if your customers left an encounter with your service representative or staff feeling happy or less than satisfied with these travel survey example questions:
- How did you contact our customer service?
- How satisfied are you with the response time of our customer service?
- How would you rate the professionalism of our customer service representatives?
- How well did our customer service resolve your issue?
- How would you rate the quality of our customer service?
- What aspects of our customer service do you think need improvement? Select all that apply
- How likely are you to use our customer service again?
Use the information you gather with our Customer Service Feedback Survey Template to ensure that the relationship is on the right track.
Hotel feedback
The moment of truth: Survey your guests to find out what they thought of their experience at your hotel, including your staff’s friendliness and efficiency; room cleanliness and amenities; the concierge service; the quality of the bed, food and dining experience; and overall value.
- How would you rate the overall cleanliness of your accommodation?
- Which amenities did you use during your stay? Select all that apply
- What did you enjoy most about your stay?
- How likely are you to recommend our services to a friend or colleague?
Use our Hotel Survey Template to ask guests whether they would recommend your hotel to others and use this information to shape future loyalty offers.
Airline passenger feedback
Ask your customers how they purchase their airline tickets. Are they members of airline loyalty or rewards programmes? Which airlines do they prefer? What additional amenities are they willing to pay for or forego when flying?
- How did you book your flight?
- What was the purpose of your travel?
- How would you rate your overall experience with our airline?
- How satisfied were you with the check-in process?
- What can we improve to make your next flight better?
- How likely are you to fly with us again?
Use our Airline Passenger Satisfaction Survey Template to discover your customers’ airline preferences and create offers that build loyalty.
Holiday travel
Build repeat business for your travel agency by understanding your clients’ holiday travel preferences. Use these travel survey question examples to discover their favourite destinations and how important safety, cost and distance are when they consider holiday travel.
- How often do you travel for holiday?
- What are your favourite types of holiday destinations? Select all that apply
- What is your favourite holiday destination?
- How important is safety when choosing a holiday destination?
- How important is the cost of the holiday?
- How important is the distance to the holiday destination?
- What is your budget for a typical holiday?
Leverage our Holiday Survey Template to find out how soon travellers plan to travel, so you can research and present special offers and build an ongoing relationship.
Business travel
As you work with clients to arrange their holiday travel, explore additional opportunities for arranging their business travel with these travel survey questions.
- How frequently do you travel for business?
- What is your primary mode of transportation for business travel?
- What factors are most important when choosing a travel agency? Select all that apply
- How satisfied are you with your current travel arrangement?
- What challenges do you face with your current business travel arrangements?
- What additional services would you like a travel agency to offer? Select all that apply
- What destination do you frequently travel to for business?
Use the Business Travel Survey Template to get the insights you need to develop your new travel offerings, determine pricing or shape your promotion. Get results even faster with SurveyMonkey Audience, which gives you access to millions of respondents ready to provide the answers you need.
Website feedback
Understanding how customers interact with your website is crucial for optimisation. Do they primarily conduct research, compare products or make purchases? Website feedback survey questions can provide insights into their needs, helping you align your site's functionality with their expectations.
- How often do you visit our website?
- What is the primary reason for your visit today?
- What features do you use on our website? Select all that apply
- How easy is it to navigate our website?
- How satisfied are you with the speed of our website?
- What improvements would you like to see on our website?
- Do you have any additional comments or feedback about your experience on our website?
Use the Website Feedback Survey Template to find out how customers are using your site.
Make every trip better with the right travel survey
Travel surveys are crucial tools for hotels, travel agencies and airlines. They provide valuable insights into customer needs, preferences and overall satisfaction, enabling businesses to enhance their services and create loyal, repeat customers.
Use SurveyMonkey to gain actionable insights and refine your travel offerings. Build your own travel survey or use our customisable survey templates written by our survey scientists. Get started today.
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