Sample Questions for a Cardholder Survey

When developing an internal survey aimed at your cardholders, step two of the process—the actual survey creation—can make or break the success of your project. Start by brainstorming and drafting questions. Then whittle down your list by ensuring each one will give you information that you need to fulfill the survey’s purpose. This post offers sample survey questions, as well as content for a survey introduction.

For more on conducting an internal survey, see the five steps outlined within the previous post.

Survey Introduction

At the beginning of the survey and/or within the communications to the targeted audience, relay key information, as noted within the prior post. Following are sample statements to include.

  • Purpose: The Company is conducting a Survey Name to determine ___________ and identify potential opportunities for improvement.

  • Why Participate: Your input could help drive future changes to one or more aspects of the card program. The first 50 respondents will receive __________.

  • Survey Questions and Timing: Comprised of __ questions, including open-ended ones, the survey takes approximately __ minutes to complete and is open for responses now through Month Date. Your responses will be anonymous unless you choose to provide your contact information.  

  • Survey Results: A summary of key results, along with any planned program changes, will be shared after the survey closes and analysis is complete.

Sample Questions

Demographics

A couple questions pertaining to a cardholder’s status can be useful to your analysis, enabling you to filter the results different ways and identify any trends by group. For example:

How long have you been a cardholder?

  • Less than a year

  • A year or more

Within the past 12 months, approximately how many transactions, on average, have you had each month/cycle?

  • 10 or more

  • 3 to 9

  • 1 or 2

  • None

Topic-specific, Multiple-choice Questions

It is common to ask respondents to rate their overall satisfaction (e.g., “How would you rate the program overall?”), but such a question is typically too vague to be meaningful. The outcome can be more relevant if questions are designed to be specific, based on the focus of your survey. Following are sample questions pertaining to various topics.

When you have a question pertaining to the card program, how do you usually obtain the answer?

  • Access the program policies and procedures manual

  • Contact the program manager

  • Ask another cardholder or my manager

  • Make a guess/attempt something on my own

  • Not applicable; I seldom to never have a question

Is the program policies and procedures manual generally easy to read/understand?

  • Yes; it is satisfactory as-is

  • No; it needs improvement

  • Not applicable; I do not use it

Does the P-Card training equip you with the knowledge you need to successfully fulfill the cardholder role?

  • Yes

  • No; it needs improvement

  • I don’t remember receiving any training

Training is a mandatory component of the P-Card program. What is your preferred way to receive training?

  • Attend an in-person session

  • Attend a live, virtual session

  • Watch a recorded, on-demand presentation

What is your preferred way to be given tips and stay informed about program changes?

  • Emails if/when needed

  • Monthly newsletter (emailed)

  • Group chats (e.g., Microsoft Teams)

  • Scheduled meeting with my department

  • Recorded, on-demand video/presentation

When you contact Jane Doe, the program manager (PM), to ask a question, do you receive a timely response?

  • Yes

  • Sometimes

  • Usually not

  • Not applicable; I do not contact the PM

Is Jane Doe, the PM, pleasant/friendly when you ask a question or present an issue?

  • Yes

  • Sometimes

  • Usually not

  • Not applicable; I do not contact the PM

Is Jane Doe, the PM, helpful—answering your questions and/or resolving issues for you?

  • Yes

  • Sometimes

  • Usually not

  • Not applicable; I do not contact the PM

Open-ended Questions

Finally, open-ended questions expand on the multiple-choice variety and often yield additional specifics that could further benefit your card program. Examples include:

  • If desired, please share your suggestions for how the _______ could be improved.

  • What topics are missing from the policies and procedures manual that you feel should be added?

  • What would make the P-Card training more effective?

  • What types of business purchases would you like to use your card for that are currently prohibited?

Remember that open-ended questions will take longer to review, so limit the number to something that is manageable for you.

If your organization would like assistance with developing a card program survey or analyzing responses, please submit a contact form.

Related Resources

Visit the Training and Communications page for resources pertaining to cardholder training, manager training, ways to communicate beyond email, and more.

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About the Author

Blog post author Lynn Larson, CPCP, launched Recharged Education in 2014. With 20 years of Commercial Card experience, her mission is to make industry education readily accessible to all. Learn more…