Best questions for saas customer survey about value for money

Here are some of the best questions for a SaaS customer survey about value for money, plus practical tips on crafting them. If you want to build a survey like this in seconds, you can generate one with Specific—it’s fast and feels conversational.

Best open-ended questions for value for money feedback

Open-ended questions are powerful for surfacing details you’d never get from a rigid list of options. They let SaaS customers share honest stories, pain points, and ideas—instead of just clicking a checkbox. The downside? They can take longer to answer, and response rates are sometimes lower, but what you gain in depth is unmatched. In fact, a 2024 cross-industry study showed that 43% of respondents add at least one open-ended comment to mixed-mode surveys, surfacing 81% of the real issues without prompt from a scoring grid. [2]

Here are 10 of our go-to open-ended questions for any value for money SaaS survey:

1. What feature or aspect of our product gives you the most value for what you pay?

2. If you were to recommend us to a friend, what would you say about our pricing?

3. Describe a time when you felt our product saved you money or delivered unexpected benefits.

4. Is there anything about our pricing or plans that you find confusing or frustrating?

5. If you could change one thing about our product or pricing, what would it be?

6. Has our product ever failed to meet your expectations relative to its cost? Please explain.

7. What alternatives, if any, did you consider before choosing us—and why did you decide on our product?

8. Can you share an experience where our customer support or onboarding influenced your perception of value?

9. In what ways does our product help you achieve your goals cost-effectively?

10. What would make continuing as a customer feel like a “no-brainer” decision?

The best single-select multiple-choice questions—why and when to use them

Single-select multiple-choice questions are fantastic when you need to quantify feedback or make it easy for SaaS customers to respond quickly. Sometimes, it’s simpler for respondents to pick a statement that matches their view, which can open the door to richer follow-ups. Plus, these questions keep surveys breezy, reducing fatigue and boosting completion rates—even for open-ended-heavy surveys, which can see higher drop-off. (Pew Research found open-enders can have nonresponse rates as high as 50%, so mixing things up helps.) [1]

Question: How would you rate the value you receive from our product relative to its price?

• Excellent value for money

• Good value for money

• Fair value for money

• Poor value for money

Question: Would you consider our product to be priced:

• Too high

• About right

• Too low

• Other

Question: Compared to alternative solutions, how does our pricing stack up?

• Much better value

• Somewhat better value

• About the same

• Somewhat worse value

• Much worse value

When to followup with "why?" Add a follow-up “why” question whenever you want to dig beneath a surface-level answer. For example, if a customer selects “Poor value for money,” always ask, “Why do you feel that way?” or “What would make it feel like better value to you?” This is how you move from measurement to understanding.

When and why to add the "Other" choice? Anytime your options aren’t exhaustive, include “Other.” This lets customers flag something you missed—which, in follow-up, often turns up new competitors, emerging needs, or overlooked issues that your team didn’t anticipate.

NPS—should you add it to a value for money survey?

The Net Promoter Score (NPS) is a universal loyalty metric: “On a scale of 0-10, how likely are you to recommend this product to a friend or colleague?” Combined with a “why” follow-up, it’s a simple way to understand if your value for money is winning loyal customers—or if you’re at risk of losing them. It’s especially useful in SaaS, where referrals and churn are tightly linked to perceived value.

Want a shortcut? We built a purpose-made NPS survey for SaaS customers about value for money that you can try or customize.

The power of follow-up questions

We believe the real power of conversational surveys is in smart follow-up questions. One-off answers only tell part of the story; it’s the clarifications, prompts, and nudges—ideally tailored in real time—that get you the full context. According to a recent study, using a follow-up design for open-ended questions led to much richer, more accurately themed responses than static survey formats. [4]

Specific’s automated AI follow-up questions adapt to each respondent. Our AI asks just the right prodding in real time, like a savvy interviewer—saving teams hours of manual follow-up and chasing down unclear feedback. Here’s how that plays out:

• SaaS customer: “It’s kind of pricey.”

• AI follow-up: “What particular aspect feels overpriced, and what would make it feel like a better deal?”

If you didn’t probe, you’d walk away guessing—or have to chase the customer later anyway.

How many followups to ask? Usually, two to three targeted follow-ups for each important topic strike the right balance. It’s smart to allow skipping follow-ups if the core info is already clear. On Specific, you can set this up so conversations stay natural and to the point.

This makes it a conversational survey—you’re not just gathering static answers, but running a living, contextual interview every time someone responds.

AI survey response analysis: You might wonder, “With so much text, is this data usable?” Thanks to AI tools like Specific’s survey analysis, it’s easy to summarize clusters of feedback, spot themes, and pull insights—even across thousands of open-enders.

The best way to understand the magic of follow-ups? Try generating a SaaS customer value for money survey with smart follow-ups in minutes and experience it yourself.

How to prompt ChatGPT (or GPT-4) for great SaaS value for money questions

Want to brainstorm your own survey questions with AI? You’ll get better results if you give the model more context—about your brand, SaaS product, customer types, and what insights you want. Start simple, then iterate:

Start with this:

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

To really improve these, add background. For example:

We build cloud-based CRM tools used mostly by SMBs. I want to understand how my existing customers perceive value for money, discover pain points, and what would make them recommend us over cheaper alternatives. Suggest 10 open-ended questions that surface pricing concerns, cost-benefit, and scenarios where users feel they get the most or least bang for their buck.

Once you have a list, organize and refine with:

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

Then, dig deep in the areas that matter most. So, if “pricing transparency” is one, try:

Generate 10 questions for pricing transparency, making sure to get both positive and negative real examples from users.

This approach lets you create nuanced, targeted surveys—helping you move past bland, generic feedback.

What exactly is a conversational survey?

A conversational survey is just what it sounds like: not a static form, but a back-and-forth dialog—like chatting with a smart assistant. Respondents answer, the survey asks context-sensitive follow-ups, and the conversation adapts based on their replies. This approach feels natural, often boosts engagement, and helps you avoid generic “one-size-fits-all” answers.

Traditional/manual surveys are linear, cold, and unchanging. If an answer is unclear or partial—tough luck or manual follow-up. With AI-generated surveys, everything’s more dynamic.

Why use AI for SaaS customer surveys? AI survey generators (like Specific) can quickly craft nuanced, expert-level questions, adapt in real-time to each respondent, and deliver richer insights at scale—not just faceless stats.

For examples and how-tos, see our guide to creating a SaaS customer value for money survey or explore the survey generator for any topic. Specific is built for the best conversational survey experience—making feedback honest, effortless, and actionable for both survey creators and your SaaS customers.

See this value for money survey example now

Ready to understand what your customers truly think about your pricing and product value? Build a modern, conversational survey today—with instant follow-ups and AI-powered insights, you’ll never settle for surface-level feedback again.