How often have you seen influencers sharing videos about their experiences in a hotel? Or even filming their business-class flights? Let me surprise you these are actually forms of customer satisfaction surveys that the travel and tourism sector uses in a rather unconventional way. In this article, we’ll explain how traveler behavior is analyzed through such surveys, and what types of travel survey templates BSure offers.
The data revealed by surveys is the true compass for tourism companies’ decisions.
Like many other sectors, in tourism, the experience itself is the main product. That’s why the customer journey in this field involves collecting and analyzing data from different touchpoints to understand preferences, behaviors, satisfaction levels, and overall experiences—allowing for better service and offering decisions.
In Taiwan, there’s an innovative idea called "Tourism Factories" These are regular factories (producing anything from biscuits and chocolates to cosmetics or even robots) that have been turned into tourist destinations. Instead of being closed production sites, they now open their doors to visitors, offering educational and recreational experiences.
How did this idea develop?
To understand and improve visitor experiences, these factories relied on customer satisfaction surveys. These surveys helped them identify what visitors liked and what could be improved.
Results and achievements:
Based on the information collected, tourism factory operators started implementing new and innovative service ideas, adding interactive and hands-on activities that allowed visitors to participate.
These changes led to remarkable success:
A significant increase in visitor numbers: Annual growth of 15%, reaching about 11.5 million visitors by 2019.
Huge revenues: These factories generated NT$2.5 billion in revenue.
Types of Travel Surveys
Travel and tourism companies divide customer satisfaction surveys into different categories depending on their type and then periodically craft the questions based on travelers' feedback. Below are the most common types and sample questions:
Family Travel Surveys
These surveys collect data on the travel behavior of all family members over a defined period (usually one or two days) and are used for transport planning and infrastructure development.
Example:
How many trips did each family member make? What modes of transportation were used?
Business Travel Surveys
These surveys focus on travel data related to work purposes, including the frequency, cost, duration, and intent of trips. It helps assess corporate travel needs and mobility trends.
Example:
How often do you travel for business meetings, and what is your most frequent destination?
Tourist and Visitor Surveys
These are used to understand tourist behavior, spending patterns, satisfaction levels, and motivations for travel—helping tourism companies plan and market travel experiences.
Example:
Which tourist attractions did you visit during your stay?
Pre-Trip Surveys
These surveys are conducted before the trip to understand traveler expectations, trip planning, budgets, and travel decision factors.
Example:
What is the main reason for your upcoming trip, and how did you choose your destination?
What are the most important factors influencing your travel decision?
(Time – Money – Distance – Weather – Special Occasions)
Post-Trip Surveys
After the trip, tourism companies collect feedback to assess satisfaction, spending, experiences, and potential improvements. Models like Net Promoter Score and Likert scale make it easier for travelers to express their opinions.
Example:
On a scale from 1 to 10, how would you rate your last travel experience, and what could have been improved?
What did you like most about this trip?
What challenges or obstacles did you face?
How satisfied were you with ticket prices or the overall cost of the trip?
How did you book your trip?
(Website – App – Travel agency – Through a person)
Public Transport Surveys
This survey focuses on the experiences and preferences of public transport users, especially those seeking budget travel options. It allows tourism and transport companies to collaborate in offering an economical and satisfying travel experience.
Example:
How satisfied are you with the punctuality and cleanliness of the bus or train you used today?
What is the most frequent mode of transportation you use for your trips?
Do you feel safe using this mode of transport?
What was the main transportation mode you used on this trip?
(Plane – Train – Bus) Why did you choose this mode?
(Cheapest – Fastest – Most comfortable – No alternative – Habitual choice)
Therefore, before designing any successful travel experience, it is essential to analyze the results of the surveys.
You can now take advantage of BSure packages that provide you with templates that suit your visual identity and can be easily linked to your platforms, in addition to many features that distinguish each package!
What does BSure offer in the travel and tourism industry?
BSure provides reliable technology solutions specifically designed to enable travel and tourism organizations to improve their customer service through:
Innovative and secure electronic forms and questionnaires: to collect customer feedback, measure customer satisfaction, and improve their experience effectively and quickly.
Real-time customer analysis of customer feedback: BSure allows you to collect and evaluate customer feedback in real-time, helping you improve service and consistently deliver a better experience.
Digital and interactive solutions: To create customized questionnaires in an innovative and engaging way, balancing human interaction with the effectiveness of technology.
Structured feedback management: You can collect all your feedback and suggestions in one place, making it easy for you to periodically improve service based on customer reviews.
Improve operational efficiency: By analyzing customer data, BSure helps identify areas that need to improve and fine-tune performance, increasing your operational efficiency.
Track customer interaction over time: We provide you with tools to track customer feedback and feedback over time, to ensure a consistently better experience and lasting positive interaction.
Deliver a personalized customer experience: You can customize your surveys to suit the type of service provided, ensuring that each customer has a unique experience that matches their preferences.
Customer Data Protection: We adhere to the highest security standards to protect all your customers' data, providing a secure and reliable environment.
In conclusion..
Today, travel surveys go beyond just collecting data, allowing travel and tourism entities to deliver unique experiences even before travelers themselves realize them.
Request your free trial from BSure today and start a remarkable journey in serving travelers!
