Here are some of the best questions for a SaaS customer survey about customer support satisfaction, plus tips on how to create them. If you want to build a survey like this, Specific lets you generate it in seconds with AI – smarter, faster, and more insightful.
Best open-ended questions for SaaS customer support satisfaction
Open-ended questions help us truly understand our customers. We use them when we want real-world context, honest feedback, or deeper detail that simply wouldn’t fit into checkboxes. When we ask “why” and “how,” we get stories – not just stats – and discover areas we can improve, surprise, or delight. This approach matters more than ever, since 71% of consumers now expect personalized interactions from brands, and 76% become frustrated without them [3].
What was your most recent experience with our customer support like?
Can you describe a time when our support team exceeded your expectations?
How could we improve your experience with our support team?
What, if anything, frustrated you during your last support interaction?
What do you wish our customer support team did differently?
How quickly did your issue get resolved, and was this timeframe satisfactory for you?
Can you share an example where you felt we understood your needs well?
Were there any solutions or resources you expected but didn’t receive?
What’s one thing we could do to better support your business goals?
Any suggestions or ideas for how our support process could be more helpful?
Best single-select multiple-choice questions for SaaS customer support satisfaction
Single-select multiple-choice questions let us quantify feedback and spot trends instantly. They’re perfect when we need clear metrics or a quick pulse on satisfaction, and they can also get the conversation started before we dig in with open-ended follow-ups. Sometimes, it’s less intimidating for respondents to choose from options before sharing details – so we often use both types together to maximize engagement and insight.
Question: How satisfied were you with your recent customer support experience?
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
Question: How quickly did we resolve your issue?
Immediately
Within a few hours
Within a day
More than a day
Issue isn’t resolved
Question: What was the main reason for reaching out to customer support?
Technical issue
Billing question
Feature request
Other
When to followup with "why?" After any multiple-choice question, follow up with “Why did you select that option?” or “Can you elaborate?” when we need context. If someone selects “Issue isn’t resolved,” a smart follow-up uncovers what’s blocking the resolution and how to help effectively.
When and why to add the "Other" choice? Adding “Other” is essential when we’re not sure we’ve captured the full spectrum of customer issues. The follow-up then asks, “Can you specify?” which often reveals problems or needs we hadn’t considered—these hidden gems can drive major improvements.
NPS question: measuring customer support loyalty
Net Promoter Score (NPS) is the industry standard for understanding customer loyalty—especially for SaaS and support experiences. It’s simple: “How likely are you to recommend our company/product/service to a friend or colleague, based on your recent support experience?” This number is incredibly telling. Companies with NPS scores above 70 enjoy strong customer loyalty, while promoter customers have a lifetime value 600%–1400% higher than detractors [5][6]. If your SaaS business wants to benchmark, you can generate a NPS survey for customer support satisfaction in seconds and start collecting actionable loyalty data.
The power of follow-up questions
Good follow-up questions turn a static survey into a learning opportunity. With Specific, our automated follow-up questions use AI to probe further whenever an answer feels vague, incomplete, or especially interesting. This makes the conversation feel natural and helps us get to the real story behind every score. According to research, surveys that include follow-ups can increase customer retention by 10–15% and help companies tap into deeper qualitative insights, not just numbers [4][7]. Explore the automatic follow-up questions feature to see how this works in practice.
SaaS customer: “The support was okay, but it took a while.”
AI follow-up: “Can you tell us more about what made the process feel slow? Was it wait time, response quality, or another reason?”
How many followups to ask? Two to three follow-ups usually hit the sweet spot: enough to understand the “why” without making people feel grilled. With Specific, you can set these limits—the survey will skip to the next question once the needed info is collected.
This makes it a conversational survey. Instead of blasting through impersonal forms, you create a dialogue, which is engaging and provides rich, detailed responses.
AI-powered survey analysis is powerful: even when there’s a flood of unstructured feedback, AI makes it effortless to analyze all responses. Read how to analyze survey responses using AI—it’s a game-changer for teams short on time or resources.
Specific’s automated follow-ups are new territory for many. Try generating a survey and see this smart, conversational approach in action.
Prompting ChatGPT: how to craft great questions for SaaS customer support satisfaction
If you want to create top-notch survey questions yourself, AI tools (like ChatGPT) can help—if you prompt them well. Start simply, then add context for sharper answers:
Ask for a list:
Suggest 10 open-ended questions for SaaS customer survey about customer support satisfaction.
For deeper, more relevant questions, add context—describe your company, the customer journey, your survey goals, or unique support features:
We're a B2B SaaS platform serving small businesses. Our goal is to understand pain points with our customer support and identify opportunities for proactive service. Suggest 10 open-ended questions for SaaS customer survey about customer support satisfaction.
After you’ve got a list, have AI help you organize:
Look at the questions and categorize them. Output categories with the questions under them.
Next, focus on the areas that matter to you.
Generate 10 questions for categories ‘responsiveness’ and ‘problem resolution’.
What is a conversational survey?
A conversational survey feels less like a quiz and more like chatting with a knowledgeable friend. Instead of showing every question at once, we deliver them naturally, following up as needed—so people are more willing to engage and share. This is a huge step up from old-school survey forms, both in completion rate and in the quality of insights.
Manual Surveys | AI-Generated Surveys (Specific) |
|---|---|
Static: All questions shown upfront | Dynamic: Questions & follow-ups adapt in real time |
Analysis is manual and time-consuming | Responses are auto-summarized and categorized |
Feels impersonal, completion rates often low | Feels like a conversation, encourages honest answers |
Hard to update or localize | Edit with AI chat, quick to localize and iterate |
Why use AI for SaaS customer surveys? AI-powered survey generators (like Specific) make building and running conversational surveys nearly instant. We eliminate hours of manual work. You get smarter, more personalized interviews—plus AI-powered analysis—so targeting, follow-ups, and improvement cycles are much faster. See just how easy creating a survey can be if you use the right tools.
In short, Specific delivers best-in-class conversational surveys. Users enjoy the process, teams get world-class insights, and your SaaS product’s support satisfaction will never be a black box again.
See this customer support satisfaction survey example now
Get instant insights from real SaaS customers, using a conversational survey that uncovers what matters most—actionable, honest feedback you can use. Try our AI-powered builder and see for yourself how easy it is to transform support experience today.