SaaS Customer survey about customer satisfaction (csat)
Create expert-level survey by chatting with AI.
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Want to generate a high-quality SaaS Customer Satisfaction (CSAT) survey in seconds? You can—just use the AI survey generator built right into this page. Specific makes it effortless and free, so you can get the feedback you need without any hassle.
Why SaaS Customer CSAT surveys matter
Customer Satisfaction (CSAT) surveys are non-negotiable if you want to grow your SaaS product and keep customers happy. The truth is, 86% of consumers are willing to pay more for a better customer experience—that alone should be reason enough to double down on listening to your users. [1]
If you’re not running these surveys regularly, you’re missing out on critical signals. Here’s why:
Reduce churn: SaaS companies with high CSAT scores see a 15% reduction in churn rates. [1]
Build loyalty: 85% of SaaS companies say personalized experiences drive customer loyalty. [1]
Product development: 81% of SaaS companies use customer feedback to guide the evolution of their product. [1]
Revenue growth: A whopping 80% of revenue growth in SaaS comes from existing customers, making their satisfaction your #1 asset. [1]
Ignore CSAT surveys, and you’re ignoring retention, word-of-mouth, and feature adoption. If you need practical tips on what questions to ask in your SaaS CSAT survey, we’ve got you covered.
The power of an AI survey generator
Let’s be honest: Building a great CSAT survey is tough when you do it manually. You sweat over every question, run into collation errors, and sometimes just copy/paste last quarter’s survey—even though that’s not what your users need right now. That’s where an AI survey generator changes the game.
With Specific’s AI survey builder, you just describe your goal (like “I want to measure how satisfied my SaaS customers are”) and the AI drafts the perfect survey for you—no templates or guesswork, just an expert at your fingertips. Here’s how it stacks up:
Manual survey creation | AI-generated survey (with Specific) |
---|---|
Hours spent brainstorming and editing | Create a survey in seconds—just describe your audience and goals |
Static, generic questions | Dynamically tailored questions, relevant to your users |
No follow-up or clarification | Conversational follow-ups for deeper insights |
High abandon rates | Engaging chat-like surveys keep users answering |
Why use AI for SaaS Customer surveys?
Get surveys built by an AI trained on the best practices in SaaS
Every survey feels like a natural conversation—not a cold, faceless form
Specific’s interface is designed so anyone (product managers, CX teams, founders) can launch a survey in minutes and get actionable feedback—without hiring a researcher
Curious? You can use the AI survey editor to customize your survey just by chatting with it.
How to ask questions that get real insight
The difference between “meh” and “aha!” moments in your CSAT survey comes down to the quality of your questions. Specific does the heavy lifting for you, but here’s a quick look at what that means:
Bad question: “Are you satisfied with our service?”
This is too generic. You’ll get answers like "Yes" or "No," which tell you nothing about why your customers feel that way.Good question: “What’s the main reason for your satisfaction (or dissatisfaction) when using our product in the last month?”
Now you’re prompting your SaaS Customers to be specific, which leads to actionable insights.
AI survey generation with Specific means you get expert-crafted wording, adapted to your users. The AI proactively avoids leading or double-barreled questions, and will always suggest follow-ups when someone gives a vague answer. If you’re investing time in building your own, follow this tip: always clarify what you want to understand, and don’t hesitate to ask “why?” If you’d like practical advice or sample questions, check out the best questions for a SaaS CSAT survey.
Automatic follow-up questions based on previous reply
Here’s where conversational surveys shine. Specific’s AI asks smart follow-ups in real time, based on what the respondent just said. Instead of emailing your SaaS Customer a week later because you didn’t get enough detail, the AI gently probes right away—saving you hours and ensuring richer feedback.
What happens when you don’t do this? You get unclear responses like:
SaaS Customer: “It’s ok, but could be better.”
AI follow-up: “Thanks for sharing! Can you tell me what would make your experience with [Product] better?”
Without proactive follow-ups, you’re left guessing or have to chase for clarification later. Want to see what this feels like? Try generating a survey on this page and see AI follow-ups in action—or explore more on our automatic AI follow-up questions feature.
Follow-ups make the survey a true conversation, transforming it into a conversational survey that keeps respondents engaged and surfaces honest, in-the-moment insight.
Survey delivery: in-product vs. landing page
Your next question: How do you reach your SaaS Customers? There are two best delivery methods for your CSAT survey:
Perfect for emailing your user base or including in newsletters
Great when you want feedback outside the actual product session (like a quarterly NPS or CSAT)
Easy to distribute across different teams or to segments not always logged in
Best for contextual, just-in-time feedback (e.g., after onboarding, immediately post-purchase, or following support interactions)
Reaches users right when their experience is fresh, improving response quality
Lets you target specific user behaviors—great for SaaS customer experience research
If your goal is to capture the true voice of the user at the moment of interaction, we recommend in-product delivery for Customer Satisfaction. But a landing page is unbeatable for broader outreach and benchmarking.
AI-powered analysis for survey responses
Once responses roll in, you don’t want to drown in spreadsheets. Specific’s AI survey analysis instantly summarizes every reply, detects the themes that matter most, and serves up actionable insights—so you actually use your data. It even lets you chat with AI about the results, asking things like “Why are customers leaving?” or “What features do power users love?” If you’re curious how this looks, check how to analyze SaaS Customer Customer Satisfaction (CSAT) survey responses with AI, or explore the AI survey response analysis feature directly.
Create your Customer Satisfaction (CSAT) survey now
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Related resources
Sources
WiFiTalents. The State of Customer Experience in the SaaS Industry: Statistics & Insights (2024)
