Here are some of the best questions for a SaaS customer survey about billing experience, plus tips for designing them. If you want to generate your own in seconds, you can build your survey with Specific.
Best open-ended questions for SaaS customer survey about billing experience
Open-ended questions are a goldmine for honest, detailed insights—especially when you want to dig beneath surface-level feedback. They let SaaS customers describe pain points, suggestions, and individual quirks in their own words. Sure, you might get a few “all good” answers, but you’ll often unlock rich stories or frustrations that multiple-choice simply can’t capture. That said, be mindful: open-ended questions may lead to higher nonresponse rates (sometimes as much as 18% or higher) compared to closed questions, so balance them carefully[1].
Here are the 10 best open-ended questions for billing experience in SaaS customer surveys:
What has been your overall experience with our billing process?
Have you ever encountered any confusion or surprises on your invoice? If yes, please describe what happened.
How easy or difficult is it to find billing or payment information in our app?
Describe a time when you needed help with a billing issue. How did it go?
What features or changes would you like to see in your billing dashboard or statements?
How do you typically keep track of your subscription charges and renewals?
Have you ever had a failed payment or billing error? How was it resolved?
Is there anything about our pricing, discounts, or credits that is unclear?
Can you walk us through how you would upgrade, downgrade, or cancel your plan via billing?
If you could change one thing about our billing experience, what would it be?
Mixing open-ended questions like these with other types gives you vivid, actionable qualitative feedback—fuel for smarter product and billing improvements.
Best single-select multiple-choice questions for billing surveys
Single-select multiple-choice questions shine when you want to quantify experience, spot trends, or kick-start a conversation. Respondents can pick from clear options, saving them time and making your data easy to analyze. For SaaS billing experience, these work great up front—then you can follow up for deeper context.
Question: How easy is it for you to understand your monthly invoice?
Very easy
Somewhat easy
Somewhat difficult
Very difficult
Question: Which aspect of our billing process do you find most confusing?
Charges & fees
Discounts or credits
Subscription renewal dates
Other
Question: How responsive was our support team when you had a billing question?
Extremely responsive
Somewhat responsive
Not responsive
I have not contacted support
When to followup with "why?" When a customer chooses an answer, especially a negative or positive extreme, follow up with “Why?” to get the story behind the choice. For example, if someone selects “Very difficult” in the first question above, asking “What made it difficult to understand your invoice?” uncovers the pain point you need to fix.
When and why to add the "Other" choice? Always add “Other” when you can’t anticipate all answers, or when your choices might miss something important. This lets SaaS customers surface unexpected pain points. Following up with “Can you describe what was confusing?” can give you out-of-the-box insights.
NPS for billing experience: Should you use it?
Net Promoter Score (NPS) is a simple question that asks how likely a customer is to recommend your business to others—on a 0–10 scale. For SaaS billing experience, it’s a useful pulse-check: if someone is willing to recommend despite billing quirks, you know you’re doing something right. On the flip side, billing annoyances are a top reason users churn, so segment your NPS by billing interaction to spot hidden churn risks. For a ready-to-go NPS setup, you can generate your NPS billing experience survey here.
The power of follow-up questions
Follow-ups take responses from “just okay” to gold. Automated follow-up questions let you go beyond the first answer—clarifying, digging deeper, and capturing stories that drive real change. With Specific, our AI is smart enough to ask targeted, real-time follow-ups based on what each customer says. Check out more about our automated AI-powered follow-up feature.
SaaS customer: “I got confused about my invoice.”
AI follow-up: “What specifically was confusing about your invoice?”
SaaS customer: “It took too long to get my payment fixed.”
AI follow-up: “How long did it take, and what could have made it faster for you?”
How many followups to ask? Two or three targeted follow-ups usually get you the key details without tiring respondents. You can set a max, and enable skipping if the core insight is captured—Specific lets you control this easily.
This makes it a conversational survey—customers feel understood, and the process flows like a real chat, not a cold form.
AI survey response analysis: Even if you end up with paragraphs of free-text, it’s easy to analyze all responses using AI. See how the AI survey response analyzer turns open feedback into actionable insights.
Once you’ve tried automated followups, there’s no going back. Build and experience a conversational survey on your own with a single prompt.
How to prompt ChatGPT (or GPTs) for great SaaS billing survey questions
Not sure how to come up with the right questions? Let AI give you ideas with a carefully crafted prompt. Here’s a starter:
Basic prompt for open-ended questions:
Suggest 10 open-ended questions for SaaS customer survey about billing experience.
You’ll get better results if you provide more context up front—like your audience, goals, or recent feedback challenges. It can make the suggestions much sharper:
I run a B2B SaaS platform targeting mid-size companies. Our customers have had confusion over invoice items and occasional issues with failed payments. Please suggest 10 open-ended survey questions to uncover pain points and improvement areas in our billing experience.
Refine your list by asking the AI to categorize the questions:
Look at the questions and categorize them. Output categories with the questions under them.
Then dig deeper into the priority categories you care about:
Generate 10 questions for categories "invoice clarity" and "support experience."
You’ll walk away with a strong, targeted question set.
What is a conversational survey?
Conversational surveys use AI to create a back-and-forth experience. Instead of pushing a flat list of questions, the survey feels more like a dialogue. That’s how our surveys at Specific work—they’re dynamic, adaptive, and ask smart follow-up questions based on responses.
Let’s compare how survey creation stacks up:
Manual Survey | AI-Generated Conversational Survey |
|---|---|
Static question flow | Real-time adaptive follow-ups |
Manual editing & logic setup | Instant survey creation with smart logic |
Hard to analyze qualitative text | AI-driven summaries & chat-like data exploration |
Low engagement rates | Feels like a friendly chat, boosts participation |
Why use AI for SaaS customer surveys? AI survey examples are faster to create, more effective at capturing honest feedback, and—when done right—drive up both response and completion rates. In-app surveys, for instance, can see response rates up to 30%, outperforming static email forms by a wide margin[2]. Plus, AI-generated conversational surveys like those from Specific lead to higher-quality, context-rich feedback that’s easier to act on.
If you want a step-by-step tutorial, explore our guide to creating SaaS customer surveys about billing experience.
With the best-in-class user experience offered by Specific, these conversational surveys make feedback collection smooth and even enjoyable for both creators and SaaS customers.
See this billing experience survey example now
Ready to get valuable, honest insights from your SaaS customers? Start your own conversational billing experience survey and discover what your users care about most—and what to fix next.