Here are some of the best questions for a SaaS customer survey about subscription management, plus a few tips to make them count. If you want to build a great survey fast, you can generate one in seconds with Specific.
Best open-ended questions for SaaS customer survey about subscription management
Open-ended questions let people tell you what really matters to them, going beyond simple yes/no answers. Use them when you want deeper insight, hear real use cases, or uncover pain points and unmet needs. While they tend to have slightly higher nonresponse rates (about 18% versus 1–2% for closed-ended questions [2]), the richness of feedback can be worth it, especially in SaaS where customer stories can guide major product and process decisions.
What do you find most challenging about managing your subscription with our service?
Can you describe a time when our subscription management process didn't meet your needs?
What's your favorite feature of our subscription management tools, and why?
How do you typically handle renewals or cancellations in our platform?
What would make managing your subscription easier?
Are there any recurring frustrations you face related to billing or plan changes?
If you could change one thing about your experience with our subscription options, what would it be?
What factors influence your decision to renew or upgrade your subscription?
How does our subscription experience compare to other SaaS products you use?
Do you have suggestions for new features or options in subscription management?
These questions help you capture stories and actionable feedback—ideal for guiding improvements that actually matter to your users.
Best single-select multiple-choice questions for SaaS customer survey about subscription management
Single-select multiple-choice questions are perfect when you need to quantify trends or preferences, or simply want to make it easier for respondents to answer. They also get conversations started when people might not know where to begin, paving the way for follow-ups that go deeper. For busy SaaS customers, they lower friction and offer structure—boosting participation and completion rates, which is key in SaaS user research. This is why B2B SaaS companies see survey response rates of up to 80% when using smart strategies [1].
Question: How easy is it for you to manage your subscription settings?
Very easy
Somewhat easy
Neutral
Somewhat difficult
Very difficult
Question: Which aspect of subscription management do you use most often?
Plan upgrades or downgrades
Billing information updates
Cancellation or renewal
Checking usage or quotas
Other
Question: How satisfied are you with the communication you receive about subscription changes?
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
When to follow up with "why?" Whenever someone picks an answer that indicates a pain point or strong preference, following up with "why?" opens the door to more detailed feedback. For example, if a customer selects "Somewhat difficult" in managing subscriptions, a good next question is: "Can you tell us more about what made it difficult?" These follow-ups uncover real reasons—crucial for prioritizing product improvements.
When and why to add the "Other" choice? Add "Other" when your set choices may not cover every workflow or use case. It signals that you care about nuanced feedback, and the follow-up to "Other" responses can surface surprising needs or issues you didn’t expect. That insight is where many big product wins begin.
NPS question for SaaS customer surveys: does it make sense?
NPS (Net Promoter Score) asks: "How likely are you to recommend our service to a friend or colleague?" followed by a "Why?" NPS is popular in SaaS because it's a quick, quantitative measure of overall satisfaction and loyalty, alongside deeper context from follow-up questions based on the score. It's especially valuable for subscription management surveys because it helps you gauge not just satisfaction with features, but also the emotional connection users have with your renewal and billing experience—drivers of long-term retention.
If you want to see how it works or launch one instantly, check out this NPS survey for SaaS customers about subscription management.
The power of follow-up questions
Follow-up questions are game changers—they take initial feedback and make it actionable. Instead of static forms, AI-driven follow-ups collect the "why", clarifications, or requests for examples, in real time. It's what makes conversational surveys so effective. We dive deeper into how this works in our guide on automated follow-up questions.
Specific’s AI handles these follow-ups automatically, adapting its questions based on what the user just said. This creates a fluid, interview-like experience that feels natural—leading to richer insights, like you’d get from a great in-person researcher.
SaaS customer: "It’s not always clear when I’ll be billed."
AI follow-up: "What information would make future billing dates or amounts clearer for you?"
If you miss these follow-ups, you might only get surface-level feedback:
SaaS customer: "It’s fine, but sometimes confusing."
AI follow-up: "Can you share a recent example of when it was confusing?"
How many followups to ask? Generally, two to three well-placed follow-ups are enough. Specific lets you control this—set a maximum depth, or let the survey skip ahead if it gets a clear answer. This keeps things efficient without sacrificing depth.
This makes it a conversational survey: The back-and-forth not only makes the experience more engaging, it simulates a real conversation, boosting both completion rates and the quality of data—a win for everyone.
AI-powered survey analysis: Don’t worry about drowning in messy text responses. Modern AI, like Specific’s response analysis, makes sense of it all—summarizing themes, answering your follow-up questions, and helping you spot trends at a glance.
With automated AI follow-ups, you gather much more value—try generating a survey and let the conversation unfold.
How to prompt ChatGPT (or any GPT) to generate the best questions
Prompts shape the quality of survey questions you get from AI. For SaaS customer subscription management surveys, start with something simple like:
Suggest 10 open-ended questions for SaaS customer survey about subscription management.
But you’ll get much better results by adding context. For example, specify your audience, what you want to learn, the stage they’re at in your product, or common issues you’ve faced. The more context, the better:
Our SaaS targets B2B teams. We’re redesigning our subscription management feature and want to understand friction points in the self-service upgrade and billing process. Suggest 10 open-ended questions to uncover pain points and unmet needs.
Once you have your list, use another prompt to categorize the questions:
Look at the questions and categorize them. Output categories with the questions under them.
Drill down further with:
Generate 10 questions specific to the category "billing challenges".
This approach gives you a rich, focused set of questions you can fine-tune—or feed right into a conversational survey builder.
What is a conversational survey (and how is AI survey generation different)?
A conversational survey feels like a chat, not a boring form. Respondents answer in a natural flow, and the AI can react, clarify, or go deeper based on what someone says. This format is mobile-friendly, more engaging, and drives higher response quality and completion rates. It’s perfect for SaaS customers, who often abandon static forms but will respond quickly to a chat-style approach. In fact, conversational surveys generate significantly better quality responses, measured by informativeness, relevance, specificity, and clarity [3].
Manual Surveys | AI-Generated (Conversational) Surveys |
---|---|
Static forms with set questions | Dynamic, adaptive conversations |
Limited follow-up—needs manual effort | Automated follow-up for clarity and depth |
Impersonal and time-consuming for both creators and respondents | Feels human, fast, and context-aware |
Harder to analyze open-ended responses | AI summarizes and finds patterns instantly |
Why use AI for SaaS Customer surveys? Time is precious. You need richer insights—fast. The best AI survey builders (like Specific) not only help you create smarter surveys effortlessly, but also automate follow-ups, analysis, and deliver a smoother experience for your customers. Instead of second-guessing your survey or drowning in spreadsheets, let the platform handle the heavy lifting so you can focus on action.
Specific delivers best-in-class UX for conversational surveys—making every survey more engaging and getting you the feedback that actually drives change. If you want tips on building your first AI survey—from prompt to launch—check our guide on how to create a SaaS customer survey about subscription management.
See this subscription management survey example now
Try this approach and see real insights—crafted for SaaS, driven by AI, and designed for quality conversations. Start creating surveys that customers actually respond to, and unlock powerful product improvement opportunities right away.