Travel agent customer satisfaction

questionnaire template
Hello,
Please take a few minutes of your time to fill in the following survey.
1. Please confirm your gender:
 Female

 Male

2. Why did you choose us over other travel agents?

 Personal experience with us
 A recommendation
 Our prices
 Advertising
 The reputation of our agency
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3. Which method did you use when ordering from us?

 In person (on the highstreet)
 Our online catalog
 By telephone
 The trip was booked by someone else
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4. How would you rate our sales team against the following
statements?
 I strongly agree
 I agree
 I dont know
 I don't agree
 I strongly disagree
The sales agent was friendly and helpful

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The sales agent was professional

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The sales agent catered instinctively to my needs

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The sales agent provided the necessary informational materials

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The sales agent was well informed on the full range of services on offer

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5. Which mode of travel did you choose?

 Bus or Coach service
 Air travel
 Personal transportation (Car etc.)
6. How would you rate the quality of the bus service
provided?
Please mark: 1 - Excellent, 5 - Worst
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 I didn't use
Loading speed and time of departure

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The drivers' helpful attitude and personality

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Refreshments

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Punctuality

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The overall quality and condition of the bus

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7. How would you rate the quality of your flight?

Please mark: 1 - Excellent, 5 - Worst
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 I didn't use
Check-in time and time of departure

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The friendliness and attitude of the cabin crew

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The quality of the in-flight meal

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Inflight services (TV, WC, water etc.)

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Punctuality

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8. How would you rate the quality of your accomodation?

Please mark: 1 - Excellent, 5 - Worst
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The facilities in general

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The quality of your room

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The quality and variety of the food on offer

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The attitude and service from hotel staff

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Hygiene and cleanliness of the hotel

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Hotel services

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Transportation and accessibility to and from the hotel

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The quality of hotel entertainment

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9. Were you offered the following services prior to travel?

 Yes
 I don't remember
 No
Payment protection insurance

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Comprehensive insurance

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Transport options to/from the airport

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Optional excursions or day-trips

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10. How satisfied were you with the level and quality of
service surrounding your trip?
 Satisfied
 Kind of satisfied
 Neither satisfied nor dissatisfied
  Kind of dissatisfied
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11. From your front door until your return, How would you
rate your trip overall?
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12. What was your overall impression of the following:

Please mark: 1 - Excellent, 5 - Worst
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Travel agency staff

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Transportation (any)

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Accomodation

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Optional excursions
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The quality of the refreshments provided

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13. Which type of travel do you prefer to buy?

 First minute
 Last minute
 I don't distinguish between the two

14. What is your first consideration when purchasing a

holiday?
 Price
 The attraction of certain locations or activities
 Recommendations from friends or family
 Which travel agent to use
 Advertising for different deals, packages and offers

15. Please answer the following few questions based on

your experience using us:
 Yes
 Probably yes
 Im not sure
 Probably not
 No
Has your holiday lived up to your expectations?

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Are you satisfied with the package we offered?

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Was our website easy to use and navigate?

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Was everything listed on our website reflected in reality?

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Did you receive value for money with us?

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Will you use our travel agency again in future?

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16. If you used us again would you change anything?

Please tell us in your own words:
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