Best questions for saas customer survey about training

Here are some of the best questions for a SaaS customer survey about training, plus tips on how to create them. With Specific, you can build or generate surveys like this in seconds—no hassle, just expert-crafted insights.

Best open-ended questions for SaaS customer survey about training

Open-ended questions can unlock rich qualitative feedback from SaaS customers about their training experiences. They’re perfect when you want unfiltered, detailed responses in users’ own words. While these questions are powerful, keep in mind that response rates for open-ended items tend to be slightly lower than closed-ended formats, with research showing about 18% nonresponse for open-ended versus 1-2% for closed-ended questions. [2] That’s why a balance is key.

Here are our top 10 open-ended questions for a SaaS customer training survey:

1. What was the most valuable part of the training you received for our product?

2. Is there anything about the training content that you wish we had explained better?

3. Tell us about your onboarding experience—how did training impact your ability to get started?

4. Were there any moments during training that felt confusing or unclear?

5. If you could change one thing about the way we deliver training, what would it be?

6. How has the training helped you achieve your goals with our software?

7. What topics or features do you wish we had included in the training?

8. Can you share a specific example where training made a difference in your day-to-day work?

9. How would you describe our training style (e.g., pace, detail, support)?

10. What other types of training formats (video, live, written, etc.) would you find helpful?

Mixing a few of these into your survey can help you capture both the satisfaction level and the actionable feedback needed to improve your training for future SaaS customers.

Best single-select multiple-choice questions for SaaS customer survey about training

Single-select multiple-choice questions are ideal when you want to quickly quantify opinions or spot trends across your customer base. They're especially useful for busy SaaS customers who might not always have time for long-form typing. Providing a few thoughtful options makes it easier for respondents to engage—and it generates high response rates since these questions usually only see 1-2% nonresponse. [2]

Question: How would you rate the overall effectiveness of our training materials?

• Very effective

• Somewhat effective

• Neutral

• Somewhat ineffective

• Very ineffective

Question: Which training delivery method did you find most useful?

• Live webinar

• On-demand video

• Written documentation

• Interactive demo

• Other

Question: How confident do you feel using our product after completing the training?

• Extremely confident

• Somewhat confident

• Not so confident

• Not at all confident

When to follow up with "why?" If a respondent selects a negative or neutral option, always follow up with a "why?" to unlock deeper insights. For instance, if they select "Not so confident" after training, you might ask: "What held you back from feeling fully confident in using our product after the training?" Often, customers will surface issues you hadn’t anticipated—these become actionable improvement points.

When and why to add the "Other" choice? Always add "Other" when your listed options might not cover all scenarios. The follow-up question can reveal unexpected use cases or needs you missed in your original list, expanding your understanding of how different SaaS customers interact with training materials.

When and why to use an NPS-question in SaaS customer training surveys?

The Net Promoter Score (NPS) is one of the best tools for benchmarking customer loyalty and satisfaction around any aspect of your business—including training. It’s a single question, “How likely are you to recommend our training to a colleague or friend?” with a 0-10 scale. It’s popular because it’s short (which is critical since shorter surveys boast up to 83% completion rates [3]), universally understood, and gives you a quick read on overall sentiment.

NPS fits especially well here, because it gives you a north star for whether your training genuinely drives advocacy or needs improvement. You can generate a NPS survey for SaaS customer training in seconds with Specific.

The power of follow-up questions

Follow-up questions are where the magic happens. Instead of letting vague responses slip by, you can use AI-powered follow-ups to probe for specifics, clarify confusion, or dig deeper into pain points. Specific’s automatic follow-up feature asks intelligent follow-ups in real time, turning a single response into a meaningful conversation so you get all the context you need.

Automated follow-ups are a huge time-saver: if you had to ask for clarifications by email, valuable feedback would be lost and response rates would nosedive. The key is that AI-powered surveys like Specific’s keep the conversation natural and respectful of the respondent’s effort. Here's what can happen if you skip follow-ups:

• SaaS customer: "The training was okay but a bit fast."

• AI follow-up: "Could you share which part felt too fast or was hard to keep up with? Did this affect your ability to use the product?"

How many follow-ups to ask? In most cases, 2-3 targeted follow-up questions are enough to get the necessary context. With Specific, you can set a limit so the AI stops once sufficient detail is collected, or skips to the next question as needed.

This makes it a conversational survey—more of a chat than a cold form. The respondent feels listened to, not interrogated.

Survey analysis, open-ended feedback, and AI: Even if you collect large volumes of unstructured feedback through follow-ups, it’s easy to analyze all the responses using AI. See how AI survey response analysis in Specific streamlines this process.

Try generating a survey with AI-powered follow-ups—see how the depth and clarity of your SaaS customer insights changes instantly.

How to prompt ChatGPT to generate great questions for SaaS customer training surveys

If you want to brainstorm your own set of training survey questions using AI like ChatGPT, here’s a simple way to get started:

First, ask for open-ended ideas:

Suggest 10 open-ended questions for SaaS customer survey about training.

If you want better, more relevant questions, always provide more context. For example, give background about your audience, your product, and your survey objective:

I work for a SaaS platform that helps small marketing teams organize campaigns. Our training covers product onboarding and workflow integrations. Please suggest 10 open-ended questions to understand if our training effectively helps new users get started and use integrations.

When you have a bigger list, ask the AI to categorize the questions for you:

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

Then, focus on what you care about most. For instance, if one AI-generated category is "Confidence in Workflow Integrations", prompt:

Generate 10 questions for the category Confidence in Workflow Integrations.

This approach helps you crowdsource your initial survey, then fine-tune it for depth and relevance—without starting from scratch.

What is a conversational survey?

A conversational survey uses AI to guide respondents through questions like a real-time chat instead of a static form. It listens, follows up on key points, and feels personal—so SaaS customers are more likely to respond thoughtfully. Unlike basic survey forms, conversational surveys leverage AI to:

• Personalize each survey experience in real time

• Ask clarifying questions based on real responses—not just pre-set branches

• Increase completion rates thanks to a more natural, mobile-friendly feel

Why use AI for SaaS customer surveys? AI-powered survey builders like Specific use smart algorithms to write, refine, deliver, and analyze surveys—often outperforming manual methods in survey design quality and response rates. The difference is instant: more actionable feedback, zero manual grunt work, and a better experience for your SaaS customers. If you want the details on DIY survey creation, check our guide on creating SaaS customer surveys about training.

For a true AI survey example—conversational, insightful, and effortless—Specific stands out with best-in-class user and respondent experience.

See this training survey example now

Ready for richer insights? See how quick and easy it is to engage your SaaS customers, capture context, and turn feedback into product wins with this conversational survey example.