Best questions for saas customer survey about support response time

Here are some of the best questions for a SaaS customer survey about support response time, along with tips on how to craft them. If you want to quickly generate a smart, conversational survey, Specific can help you build one in seconds—no manual editing required.

Best open-ended questions for SaaS customer survey about support response time

Open-ended questions deliver richer, more authentic feedback—perfect when you need specific stories or want to uncover details you hadn’t thought of. They’re ideal for understanding the actual experiences behind metrics, not just the numbers. Despite online surveys typically achieving a response rate between 10% and 15%, well-crafted open-ended questions motivate thoughtful answers, improving the quality of insights you collect. [1]

1. Can you describe your most recent experience with our support team’s response time?

2. What aspects of our support response time did you find most satisfying?

3. Was there a situation where our response time fell short of your expectations? Please share details.

4. How does our support response time compare to your experience with similar SaaS solutions?

5. What impact did our response time have on resolving your issue?

6. Is there anything we could have done differently to address your query faster?

7. How do you typically feel while waiting for a reply from our support team?

8. What suggestions do you have to improve our support response time?

9. How important is response speed when considering continuing to use our product?

10. If you’ve interacted with our support team multiple times, what trends (positive or negative) have you noticed in our response times?

Best single-select multiple-choice questions for SaaS customer survey about support response time

Sometimes you need to quantify support satisfaction or kickstart a conversation. That’s where single-select multiple-choice questions shine—they help respondents answer faster and make your survey easier to analyze. If you want higher completion rates, keep surveys concise; those under five questions achieve almost 40% completion. [5]

Question: How would you rate the speed of our support team’s responses to your inquiries?

• Very Fast

• Fast

• Average

• Slow

• Very Slow

Question: On average, how long do you typically wait for a first reply after contacting support?

• Less than 1 hour

• 1-4 hours

• 4-12 hours

• More than 12 hours

Question: Which statement best describes your expectations for support response time?

• I expect a reply within an hour

• I expect a reply within a few hours

• I can wait up to a day

• I only care about a helpful response, regardless of time

• Other

When to followup with "why?" When someone selects "Average" or "Slow," always ask “why?” in a follow-up question. You’ll uncover underlying causes—maybe their timezone wasn’t accounted for, or perhaps their issue was more complex than usual. These follow-ups reveal context you won’t get from a checkbox alone.

When and why to add the "Other" choice? Always offer "Other" when you’re not 100% confident all responses are covered. Follow up with a prompt for details—this uncovers insights that can transform your understanding of what customers expect or experience, and it often reveals recurring themes you may never have considered.

NPS-type question for SaaS customer survey about support response time

Net Promoter Score (NPS) is one of the best frameworks for measuring customer loyalty, and it fits perfectly when assessing how support response time impacts satisfaction. NPS asks, “How likely are you to recommend our product?”—but you can tailor it for support response time: “How likely are you to recommend our support team based on your experience with response speed?” These surveys have an average response rate of 10-15%, matching the best benchmarks for SaaS. [4] You can instantly create an NPS survey for SaaS customers about support response time for immediate feedback.

The power of follow-up questions

Automated follow-up questions are a game-changer. They let you clarify, dig deeper, and personalize the survey in real time. According to research, follow-up questions enhance both survey quality and user experience, creating a more dynamic structure. [3] With Specific’s AI-driven follow-ups, you can let the system probe for more details right after each reply—just like a real interviewer.

Here’s how that plays out in practice:

• SaaS customer: “Response time is okay.”

• AI follow-up: “Could you share more about what made the response time feel just ‘okay’? Was there something specific that slowed down your experience?”

How many followups to ask? We typically recommend two or three follow-ups. This keeps the conversation insightful but not overwhelming. With Specific’s settings, you can also let the survey skip to the next topic once you’ve collected enough detail—totally under your control.

This makes it a conversational survey—and it’s what drives the kind of engagement and honesty you can’t get from dull, static forms.

AI survey response analysis is incredibly easy with today’s tools—don’t let all that rich open-text data overwhelm you. With features like automated AI survey response analysis, you can instantly summarize themes and trends, no matter how much feedback comes in.

Follow-up questions are a new interviewing superpower. Try generating a survey with Specific and see what happens when AI explores every answer as a conversation.

How to write a prompt for ChatGPT to get great survey questions

Getting great survey questions for a SaaS customer survey about support response time starts with a strong, clear prompt. Here’s the simplest way to get results:

Suggest 10 open-ended questions for SaaS customer survey about support response time.

But AI always does better with more context. Try telling it about your company, your customer types, and what you want to learn:

We want to improve our support response time for SaaS customers. Our users are mostly product managers and founders. Suggest 10 open-ended questions that will help us understand where our support is working or falling short, and how response speed impacts their satisfaction.

Want structure? Next, ask:

Look at the questions and categorize them. Output categories with the questions under them.

Once you’ve reviewed those categories, dig deeper into the ones you care about:

Generate 10 questions for categories like "Expectations" and "Impact on Business".

Adding full context always produces uniquely relevant and effective survey questions, whether you use ChatGPT or a specialized AI survey generator like Specific.

What is a conversational survey?

A conversational survey feels like messaging with a smart interviewer. Instead of clicking through a static form, you chat—answering, clarifying, and exploring your experiences in real time. The biggest difference? Personalization and flow. Traditional surveys force you through the same questions, regardless of your answers. AI-powered surveys adapt instantly, probing where it matters and moving on when enough has been said. The result: higher engagement, richer insights, and fewer confusing replies.

Why use AI for SaaS customer surveys? With response rates on mobile over 70% [6], a conversational, mobile-friendly AI survey example will get more people to share honest feedback. Plus, AI-powered survey builders (like Specific) let you iterate and refine instantly, so your survey is always spot-on. If you want step-by-step tips, check out our how-to guide for creating SaaS customer surveys about support response time.

Specific delivers a best-in-class conversational survey experience, making it as easy for your team to collect feedback as it is for your users to give it—whether on a landing page or right inside your product.

See this support response time survey example now

Try it out instantly—see how a conversational survey accurately captures customer insights on support response time, adapts with smart follow-ups, and delivers powerful analytics from the very first response.