Here are some of the best questions for a SaaS customer survey about overall product satisfaction, plus quick tips on how to craft insightful surveys. If you want to build a survey like this in seconds, Specific is your best bet.
Best open-ended questions for SaaS customer survey about overall product satisfaction
We love open-ended questions for surfacing honest and detailed feedback—they’re unbeatable when you want the “why” behind a customer’s feelings. They help you discover issues and wins you never even thought to ask about, letting SaaS customers steer the conversation. Use them primarily when you want stories, reasons, or context behind ratings. While they require a bit more effort, they yield much richer data. According to research, surveys with open-ended questions provide more detailed and informative feedback, making them valuable for understanding nuanced customer perspectives [3].
What’s the main reason you decided to use our product in the first place?
Describe your overall experience with our software so far.
Can you share a recent moment when our product helped you achieve something important?
If you could change one thing about our product, what would it be—and why?
What features do you find most valuable, and how do they impact your workflow?
Tell us about any frustrations or obstacles you’ve run into recently.
How does our product compare to alternatives you’ve used?
Were there any expectations you had that we haven’t met yet?
How has our customer support team handled any issues or questions you've had?
Is there anything else you wish we’d ask about your experience?
Best single-select multiple-choice questions for SaaS customer survey about overall product satisfaction
When you need a quick snapshot or want to quantify feedback, single-select multiple-choice questions are the way to go. They're easier for respondents—especially if someone’s barely got a few minutes. This structured style also increases your response rates and simplifies analysis, which is crucial when you want benchmarks or KPIs you can track over time [4]. Plus, these checkbox-style questions can “warm up” the conversation before you ask for deeper insights.
Question: How satisfied are you overall with our product?
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
Question: Which of the following best describes how often you use our product?
Daily
Several times a week
Once a week
Rarely
Question: What was your main reason for choosing our product?
Features
Ease of use
Price
Customer support
Other
When to follow up with “why?” Often, a single choice signals there’s more to dig into—especially if you see responses tilting toward “neutral” or “dissatisfied.” After their selection, ask, “Could you share what led you to that choice?” This helps uncover actionable insights without making your survey too heavy.
When and why to add the “Other” choice? Always include “Other” if your list can’t realistically cover every scenario. It gives customers space to voice unique reasons, and a quick follow-up (“Can you tell us more about your choice?”) can reveal surprises you’d never have considered.
Should you use the NPS question for SaaS surveys?
Net Promoter Score (NPS) is a staple for SaaS teams who want a clear loyalty metric. It asks customers how likely they are to recommend your product on a scale of 0–10, and helps you segment promoters, passives, and detractors instantly. This makes it easy to benchmark satisfaction, spot churn risks, and validate long-term product health. NPS is especially useful combined with a follow-up question asking why they gave a certain score, unlocking both quantitative and qualitative insights. If you want to instantly generate an NPS survey for SaaS Customer, Specific sets up everything—scoring logic, follow-ups, and tailored closing messages.
The power of follow-up questions
Great surveys don’t just collect answers—they unlock conversations. Automated follow-up questions, like those powered by Specific, make your survey truly conversational. Automated AI follow-ups ensure every response is rich, clear, and actionable. Instead of sending endless emails for clarification, you collect the full story in real time. This is a game-changer when open-ended answers turn out vague or incomplete.
SaaS Customer: “I like the product, but it still feels slow sometimes.”
AI follow-up: “Could you tell us about a specific time when you noticed the product was slow? Which features were you using?”
How many follow-ups to ask? In practice, 2–3 follow-ups for each open-ended question are usually enough. If you collect what you need sooner, you can set the AI to move ahead without overloading your customer. Specific makes it easy to dial in this setting for your unique use case.
This makes it a conversational survey: The survey “talks” back—so your experience as a respondent feels more like chatting with a skilled researcher than filling out a dull form.
Easy to analyze with AI: Even if your follow-ups collect a ton of open-ended text, AI-powered tools make it simple to identify key insights and themes. See how to analyze responses from SaaS Customer surveys using AI within Specific.
Give it a try—generate a survey and see how smooth and insightful the conversation can be.
How to write prompts for ChatGPT or AI survey makers
Want to come up with great survey questions yourself? Start by prompting ChatGPT or any AI survey builder with clear, focused instructions. The simplest starter prompt is:
Suggest 10 open-ended questions for SaaS Customer survey about overall product satisfaction.
If you want even better results, always provide more context—describe your audience, product history, goals, and any special areas you want to explore. For example:
We’re surveying long-term SaaS customers who use our productivity app weekly, aiming to uncover what drives retention and satisfaction over time. Suggest 10 open-ended questions to reveal key product strengths, weaknesses, and unmet needs.
Once you have a list, take it further:
Look at the questions and categorize them. Output categories with the questions under them.
Identify the categories that matter most for your research, then drill down:
Generate 10 questions for the categories “Product Value” and “Feature Usability”.
What is a conversational survey?
A conversational survey feels like a real chat. You, the creator, choose goals and questions up front, but the AI adapts on the fly—clarifying, probing, and responding to what each person says. This is a huge leap from old-school forms that force everyone into the same box. With a conversational, AI-generated survey, you get deeper insights and respondents actually enjoy the process.
Manual Survey Creation | AI-Generated Survey (Specific) |
|---|---|
Requires writing, formatting, and logic setup by hand | Type a prompt and the AI designs the survey instantly |
Static, linear forms—no adaptation to responses | Feels like a live conversation with dynamic probing |
Hard to analyze free-text at scale | AI surfaces patterns and key insights automatically |
Often boring or fatiguing to complete | Engaging, chat-like, and mobile-friendly experience |
Why use AI for SaaS Customer surveys? AI survey generators like Specific help you launch meaningful surveys quickly. You get expert-level questions, conversational logic, and smart follow-up built in. This saves hours of plugging through survey tools, lets you pivot fast as your needs change, and often boosts both completion rates and feedback quality [1]. If you want to see different AI survey examples or try our AI survey builder, you’re only a prompt away.
Specific delivers a best-in-class conversational survey experience, smoothing every step—for both you and your respondents. If you’re curious how to get started, see our full guide on creating SaaS customer surveys.
See this overall product satisfaction survey example now
Act fast—see how deeper insights, higher engagement, and conversational surveys can transform your SaaS product feedback in minutes. Unlock the clarity and context you need with powerful survey AI.