How to Write a Customer Feedback Questionnaire

If you own or manage a business, one effective way to get an idea of what your customers think about you and want from your company is to go straight to the source. A customer feedback questionnaire or survey is one of the better ways to do that.

Before you start your customer feedback questionnaire, consider what your actual goal is. Do you want an overall idea of what consumers think of your business, or do you have specific questions about a product or service? Your goal should be clearly defined so that you aren’t asking dozens of open-ended questions that have your customers abandoning the survey in the middle. Create a title that tells consumers what you want to know. If it resonates, they may be more likely to complete the questionnaire.

Determine Your Audience

Making your survey as personal as possible is another way to entice consumers to take it, but you can’t do that without determining your target audience. You can create an optional survey to gather demographic information that pops up every time someone browses or shops on your website. You can send it out to your email list. You can provide a paper questionnaire to visitors to your store. There are several options, and finding out this information can help you determine your goals and lead you in the right direction.

Create Your Questions

The most important part of customer feedback questionnaire creation is determining what you want to ask. Try not to ask more than 10 questions, or your customers might grow bored. Don’t ask confusing or multiple-part questions that are difficult to answer, and always give the customer an option such as “prefer not to answer” so that you don’t lose surveys over one or two questions. Multiple choice questions can be better for gathering information than those that simply leave the customer with a text box where they can write an essay or nothing at all.

Make It User-Friendly

Be sure your survey is as easy for customers to complete. Work out any kinks if you’re offering it online, and make sure it’s mobile device-friendly. Use a template that’s easy to read, and make sure everything is clearly labeled. You never want a cluttered template that’s confusing or makes the questionnaire seem more complicated than it actually is.

Create a Thank You and/or Incentive

Finally, give your customers one more reason to take that survey. A nice thank you page is a good start. This lets your customers know you truly appreciate the time and effort they took to fill out the questionnaire. Some companies even offer an incentive, like a discount code, coupon, free item or something else that’s of value to customers.

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questionnaire for tourism project

Questionnaire for tourists

Research is being carried out as part of the “Strategy and concept of the development of tourism in Punat” project of which this questionnaire is part. We therefore ask you to be so kind as to complete the questionnaire and take this opportunity to thank you for dedicating us your time. By filling in this questionnaire, you will have contributed to improving the quality and development of tourism in Punat, which is one of the most desirable holiday destinations.

National Academies Press: OpenBook

Integrating Tourism and Recreation Travel with Transportation Planning and Project Delivery (2004)

Chapter: appendix a - survey questionnaire.

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34 APPENDIX A Survey Questionnaire NATIONAL COOPERATIVE HIGHWAY RESEARCH PROGRAM Project 20-5, Topic 33-11 QUESTIONNAIRE INCLUDING TOURISM AND RECREATION TRAVEL IN METROPOLITAN AND STATEWIDE TRANSPORTATION PLANNING & DECISION-MAKING The logistics and trends for tourism and recreation travel in the United States present a challenge for the transportation system. The success to meeting this challenge will depend on how well transportation agencies, tourism/recreation agencies, and tourism/recreation providers work together to define and implement a process where tourism and recreation travel concerns can be supported through discussion, project design, funding, and implementation. This integration already exists in many states in different forms with varying degrees of success and has influenced several functions within a DOT: • Policy making that explicitly supports interagency collaboration, • Transportation planning that reinforces the tourism–transportation link, • Data needs and analysis methods modified to identify tourism activity/impacts, and • Project implementation inclusive of relevant tourism stakeholders. This questionnaire seeks to shed light on those issues by documenting the state of practice among transportation, tourism, and recreation agencies and tourism and recreation providers. This survey will revisit some of the recommendations and guidelines defined in an earlier NCHRP study, Tourism Travel and Transportation System Development, to update how the practices have changed and learn more about the transportation issues arising from tourism/recreation travel and the roles of interested stakeholders. The questionnaire should be filled out by persons who are familiar with your agency’s/organization’s transportation or tourism planning activities or transportation concerns. Your answers to this are relevant and important regardless of whether or not your agency/organization actively participates in a transportation planning or decision-making process that can influence tourism–recreation travel outcomes. Please return the completed questionnaire and any supporting documents by June 15, 2002 to: Lisa Petraglia Economic Development Research Group 2 Oliver Street, 9th Floor Boston, MA 02109 If you wish, you may fax your response to her at 1.617.338.1174. If you have any questions, you may contact her by telephone (1.617.338.6775, x 14) or by e-mail ([email protected])

35 BACKGROUND INFORMATION Agency/Organization Responding: Address: Name of Respondent: Title: Phone Number: Date: E-mail: PART I—CURRENT ORGANIZATIONAL FOCUS This section asks about your organization’s roles and 1. Which of the following areas is a major part of your organization’s mandate? [check all that apply] † Transportation † Land use † Tourism † Economic development † Housing † Other 2. Does your organization work with other entities—at the federal, state, regional, or local level—to discuss or plan for current issues arising from tourism travel and the existing transportation system? [ ] Yes [ ] No 2a. Is there a formal structure to this working relationship? [ ] Yes [ ] No 3. If “Yes” to (2), identify those other entities from among the following: [ ] U.S. DOT [ ] U.S. Park Service [ ] State tourism office [ ] State DOT [ ] Regional agency (specify ) [ ] Bureau of Land Management [ ] State department of parks [ ] Other 4. What role does your organization take in collaborating among transportation and tourism–recreation interests in the following areas? Area Lead Supporting None Funding Defining relevant policy Transportation planning and design Project implementation Operation

36 5. If “Yes,” tell us about these shared issues. [answer all that apply] Issue Of Joint Interest (Y or N) Frequency of Consideration (O – often, S – sometimes, N – never) % of Your Budget Spent in this Area Congestion Road safety Road design Access Scenic byways Highway tourism signage Infrastructure quality Promote area Developing tourism-related facilities/attractions Welcome centers Traveler information services PART II—CURRENT TOURISM SIGNIFICANCE AND DEDICATED TRANSPORTATION RESOURCES This section gauges the perception of how tourism fits in the state and regional economy and assesses the level of tourism activity and the transportation resources available. 6. Rank the importance of tourism–recreation travel to the economy (5 = major component, 2 = minor, 1 = zero). Area 1 2 3 4 5 State Region 7. Is there a need for more investment in transportation resources to support the current mix and level of tourism– recreation travel? [ ] Yes [ ] No 8. If “Yes,” describe 9. Are there transportation resources that will be needed to support your future goals for tourism–recreation travel? [ ] Yes [ ] No 10. If “Yes,” describe

37 PART III—CURRENT PRIORITIES This section asks about current priorities for funding and implementation in your organization. 11. List examples of tourism-serving projects from current planning and decision-making efforts. Project (provide brief description) Funding Source [use code(s) at bottom of table] Codes: A = TEA-21, B = Other federal, C = State, D = Local, E = Private, F = other (specify). 12. For state DOT or MPO respondents only, rank areas of prioritization for relevant modes. Transportation Aspect Highway Transit Air Infrastructure maintenance Connectivity Congestion reduction Regional access Tie into economic development opportunities Serving business centers (check) Serving tourism/recreation centers (check) Other (specify) _______________________________ Parking Other (specify) _______________________________ 13. What guidelines exist for DOT funding on tourism-oriented activities/projects? a. Informal b. Mandated (by governor’s office or legislature) c. Defined on a case-by-case basis 14. For tourism/recreation entities (agencies, organizations, or private sector), do you have any formal guidelines on use of your budget for transportation-related projects (including traveler information resources)? [ ] Yes [ ] No 15. For tourism/recreation entities, what share of a recent year’s operating budget went towards transportation or traveler information projects? ___________%

38 PART IV—CURRENT INTERAGENCY ARRANGEMENTS This section asks about your agency’s ability to be a part of a multi-agency planning process for relevant issues/projects, recent outcomes, and procedural developments. 16. What type of voting power does your organization have in affecting decisions concerning transportation resources that directly effect tourism–recreation travel? [ ] Veto power [ ] Voting among equals [ ] Advisory role [ ] Other (explain ) 17. Who is actively examining needs to identify future growth and associated needs for enhanced tourism-related transportation facilities and services? Entity Major role Supporting role Not involved State DOT State tourism office MPO Chamber of commerce Private sector Other 18. What type(s) of support does your organization provide to respond to the needs of the tourism–recreation travel segment and goals for tourism? What do other agencies do to provide support? [check all that apply] Support TypeÆ Funding Plan and Design Implementation/Construction On-going Operation Your organization Other agency 1 Other agency 2 Other agency 3 Other agency 4 19. Provide examples of joint-innovative approaches towards transportation–tourism/recreation travel issues. Project Category (see codes at bottom of table) What was innovative? (see list of categories at bottom of table) WC = welcome center, SB = scenic byway, RA = rest area, TC = traffic control, TS = tourism signage, O = other (specify please) F = funding, P = planning, D = design, I = implementation, O = operations

39 20. Which of the following “best” describes the institutional relationship with respect to linking tourism aspects into transportation planning? [ ] Little or infrequent coordination of goals or programs [ ] Project-driven or ad hoc process [ ] On-going process-driven arrangement (e.g., memorandum of understanding) [ ] Overall formal process driven by policy mandate [ ] Fully integrated, continuous, and coordinated planning. 21. Does your agency conduct a formal assessment of how well interagency arrangements are working to incorporate tourism–recreation travel into the transportation planning process? [ ] Yes [ ] No 22. Which of the following elements of tourism/recreation travel–transportation coordination are in place at your agency? (please indicate the status of each aspect with a “√”) Aspect In place Non-existent Underway State DOT respondents only A formal policy statement citing tourism as an important benefit associated with transportation investment Incorporation of tourism benefits into state DOT standard operating procedures for planning, project development, design, and maintenance An institutional mechanism to direct tourism industry input into the state DOT activities DOT processes incorporate some key tourism data State DOT strategy for eventual implementation of ITS technologies State DOT and STO respondents only State tourism office is given an understanding of state DOT planning and programming processes Established track record of a successful, collaborative tourism project success between transportation, tourism agencies, and tourism industry Adoption of a formal memorandum of understanding between DOT and state tourism office All respondents Resource sharing with other state agencies collecting tourism data Analysis methods include benefits to tourism Agency-specific written guidance for personnel involved with planning and implementation Participation of STO and tourism industry in development of DOT’s traveler information services Long-term strategy for providing information to special traveler user groups (e.g., elderly, foreign visitors)

40 PART V—CURRENT DATA REQUIREMENTS AND ANALYTICAL METHODS This section examines the reliance on and adequacy of transportation and tourism–recreation travel data for informing each agency’s planning functions and processes. Current analysis capabilities and needs are also examined. Please respond to these remaining questions regardless of your agency’s/organization’s involvement with a formal analysis of the interaction between transportation facilities and tourism–recreation travel outcomes. 23. Does your organization make use of a forecast of future tourism–recreation travel levels? [ ] Yes [ ] No 24. If “Yes,” is it developed [ ] In-house [ ] By another organization (by whom: please provide contact information): Organization: Contact name: Phone no.: 25. Please describe, as best as possible, the method or set of tools used to develop this forecast: 26. If “Yes” to (23), how is this information put to use? [check all that apply] [ ] transportation planning [ ] marketing programs [ ] tourism–recreation planning [ ] economic development planning 27. If “No” to (23), briefly indicate why: [ ] do not need [ ] do not have budget [ ] do not have staff resources/skills [ ] Other 28. Describe any limitations of data you currently use: [ ] Geography not specific enough [ ] Not seasonally sensitive [ ] Not up to date [ ] Not available [ ] Other (specify) For Tourism/Recreation respondents only 29. As a tourism/recreation agency or provider, is there any transportation data important to your planning needs regarding sufficient transportation resources to meet tourism–recreation travel demand? (please list) 30. Are these data available when you need them? [ ] No [ ] Yes, from whom 31. Are these data current? [ ] Yes [ ] Mostly [ ] No

41 For State DOT and MPO respondents only 32. What types of tourism/recreation travel data are used for transportation agency activities? Available Type of Data Complete Partial None How Current (year) How Used Tourist entering/leaving state or region Origin–destination patterns Visits to recreation sites Tourism expenditures or business sales in state or regions Tourism-related receipts (tolls, permits fees, entrance fees, etc.) Tourism-related employment 33. What data do you most need? 34. Are you aware of major problems/deficiencies in the current analysis methods concerning tourism–recreation travel outcomes and transportation system performance? (e.g., data deficiencies, inconsistencies, lack of standards, inadequate methods, etc.) Please be specific. 35. Has your agency been involved in any research studies related to tourism-recreation travel and its critical reliance on the transportation system? If so, please identify them below and send a copy if you can. PART VI—ADDITIONAL ITEMS 36. It would be very helpful if you could send in copies of documents or reports (or relevant excerpts from them) showing what your agency has done in the area of coordination of tourism–recreation travel and transportation planning. (check below what you are, or will be, sending in) Included with this survey To be sent in later a. Planning studies demonstrating projects addressing tourism/recreation travel issues ---------------------------------------------------------------------------------Æ b. Research studies pertaining to transportation & tourism ---------------------Æ c. Agency guidelines regarding tourism integration in transportation planning -----------------------------------------------------------------------------------------Æ d. Other items (specify below): ------------------------------------------------------Æ a. † b. † c. † d. † a. † b. † c. † d. †

42 37. If there are studies or documents done by others that you consider to be useful guides or best practice examples of tourism–recreation travel integration into transportation planning, please identify them. 38. Other comments: Please return the completed questionnaire and any supporting documents by June 15, 2002 & Thank You for Your Cooperation. Return to: Lisa Petraglia Economic Development Research Group 2 Oliver Street, 9th Floor Boston, MA 02109 Fax: 1.617.338.1174 Tel: 1.617.338.6775 E-mail [email protected]

TRB’s National Cooperative Highway Research Program (NCHRP) Synthesis 329: Integrating Tourism and Recreation Travel with Transportation Planning and Project Delivery provides an overview of current practice at transportation agencies, metropolitan planning organizations, state tourism and parks departments, federal land management agencies, and regional planning agencies. Overall, findings reveal that many state departments of transportation (DOTs) are now actively involved in tourism-related planning issues -- either proactively or in building solutions to infrastructure, access, or environmental issues that impinge on the success of tourism in the region.

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ATLAS Cultural Tourism Research Questionnaire 2020 version

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This is the European English language version of the ATLAS cultural tourism survey for 2020. The survey is currently being translated into other languages by project members. Instructions for use of the survey are available on the project website ( For further information, please contact Greg Richards ([email protected]).


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