Customer Satisfaction Survey For
Travel And Hospitality Industry

Use this customer satisfaction survey template curated for your customers to understand satisfaction metrics. This survey aims to gather insights into customer satisfaction regarding the provided services, resolving issues and motivations to stay loyal to the brand within the travel and hospitality industry.

Customer Satisfaction Survey For Travel & Hospitality Industry

1. How often do you utilize services provided by companies in the Travel and Hospitality industry? (MCQ-Single Selection)
○ Frequently (Several times a month)
○ Occasionally (Once a month)
○ Rarely (A few times a year)
○ Never

2.  Which of the following services of <Your Brand> have you used or experienced? (MCQ-Multiple Selection)
□ Hotels
□ Accommodations (Hotels, Resorts, etc.)
□ Flight bookings
□ Car rental services
□ Tour packages
□ Cruise bookings
□ Other (Please specify)

3. On a scale of 1 to 5, how satisfied are you with the overall experience of using <Your Brand>’s services? (1 – Not satisfied at all, 5 – Extremely satisfied) (Rating Scale)
○ 1 Not satisfied at all
○ 2
○ 3
○ 4
○ 5 Extremely satisfied

4. What aspects of <Your Brand>’s services do you appreciate the most? (MCQ-Multiple Selection)
□ Customer service quality
□ Ease of booking or reservations
□ Price competitiveness
□ Variety of options available
□ Cleanliness and quality of accommodations
□ None of the above

5. Have you encountered any issues or challenges while using <Your Brand>’s services? If yes, please describe. (Open-ended)
Ans: ___________________________________________________

6. How likely are you to recommend <Your Brand> to friends or family based on your experience?  (MCQ-Single Selection)
○ Very likely
○ Likely
○ Neutral
○ Unlikely
○ Very unlikely

7. Which specific area(s) do you think <Your Brand> could improve upon to enhance customer satisfaction? (MCQ-Multiple Selection)
□ Faster response times for customer inquiries
□ Improved amenities or additional services
□ Better transparency in pricing
□ Enhanced website/mobile app experience
□ Environmental sustainability initiatives
□ Other (Please specify)

8. What motivated you to choose <Your Brand>’s services over competitors?  (Open-ended)
Ans: ___________________________________________________

9.  How often do you engage with <Your Brand> through their loyalty programs or membership perks? (MCQ-Single Selection)
○ Regularly (Almost every time I use their services)
○ Occasionally (When it’s beneficial)
○ Rarely (Rarely or never)

10. In your opinion, what makes <Your Brand> stand out from other companies in the Travel and Hospitality industry? (Open-ended)

Ans: ___________________________________________________