This article will guide you on how to create a SaaS customer survey about billing experience. With Specific, you can build one in seconds—just generate a survey and start collecting insights right away.
Steps to create a survey for SaaS customers about billing experience
If you want to save time, just generate a survey with Specific. It’s seriously that easy.
Tell what survey you want.
Done.
No need to read further if you’re just looking for the fastest way—AI does the groundwork. The survey will be built with expert-level quality, asking your SaaS customers everything you need, including smart follow-up questions for deep insights. If you want to dive deeper, keep reading for best practices and why this works better than old-school surveys. Discover more ways to create smarter surveys with Specific’s AI-powered survey builder.
Why SaaS customer surveys on billing experience matter
Let’s be honest: if you’re not running billing experience surveys, you’re missing out on direct feedback that drives actual revenue growth. Why? Because billing is one of the most sensitive touchpoints in SaaS—get it wrong, and people churn. Get it right, and they stay (and maybe upgrade).
Research shows that 86% of buyers are willing to pay more for a better customer experience[1]. If you’re not actively collecting customer input, you’re flying blind on what really matters to your users. Plus, when you run well-timed surveys, you turn moments of confusion (or delight!) into data for product improvement.
Billing directly impacts trust—frustration here can burn long-standing relationships.
73% of SaaS companies cite customer experience as a key factor in driving revenue growth[1], so the feedback you get translates quickly to real dollars.
Surveys help you spot friction and proactively fix it—if you wait for a customer to reach out with a complaint, it’s usually too late.
So if collecting feedback on billing experience isn’t part of your workflow yet, you’re missing a huge opportunity to boost retention and keep your product competitive. Check out more on the benefits of SaaS customer feedback surveys and how they drive smarter decisions.
What makes a good billing experience survey?
A strong billing experience survey checks two boxes: the quality of responses you get, and the quantity. Both matter—lots of honest, detailed answers give you a true picture, while a flood of unhelpful or vague responses wastes your time.
Questions should be clear—ask what you mean, without jargon or ambiguity.
Keep the tone conversational; people answer more honestly when the survey feels like a chat, not an interrogation.
Ask only what matters—with SaaS users, shorter surveys (under 5 minutes have an 89% completion rate[2]) outperform long ones (where completion drops to 55%).
Anonymous surveys see at least 25% higher completion and more honest responses[3].
Here’s what that looks like in practice:
Bad practices | Good practices |
|---|---|
Long, technical, leading questions | Short, simple questions in everyday language |
Remember, well-defined survey questions can improve response precision by up to 20%[3]. Always aim for both clarity and brevity.
Billing experience survey question types with examples
To get a useful mix of insights, you’ll want different types of questions in your SaaS customer survey about billing experience. Let’s break it down.
Open-ended questions let people explain their thoughts, frustrations, or suggestions in their own words. These questions are great for discovering hidden pain points or unexpected delights.
What’s one thing you wish was different about our billing process?
Can you share any recent frustration related to your invoice or payment?
Open-ended questions are ideal when you want customers to elaborate, giving context beyond a simple yes/no.
Single-select multiple-choice questions help you quickly spot patterns and segment responses. Use these for aspects you want to track over time (e.g., support satisfaction or payment clarity).
How easy was it to understand your last invoice?
Very easy
Somewhat easy
Somewhat difficult
Very difficult
NPS (Net Promoter Score) question is one of the core metrics for SaaS customer feedback. In fact, 81% of SaaS companies measure satisfaction with NPS[1]. This makes it a gold standard for tracking customer loyalty and pinpointing who loves (or dislikes) your billing experience. Try generating an NPS survey for SaaS billing experience to see how it works in practice.
On a scale from 0 to 10, how likely are you to recommend our billing process to a friend or colleague?
Followup questions to uncover "the why": Often, the best insights come from probing a little deeper—especially when someone gives a low rating or a vague answer. Use follow-ups to clarify and get actionable info, like so:
What made you choose that rating?
Can you describe what was confusing about your invoice?
This lets you connect the dots between quantitative and qualitative feedback, turning numbers into real contexts.
Need more inspiration? Find the best questions for SaaS billing surveys and tips on refining your survey for better insights.
What is a conversational survey?
A conversational survey is just what it sounds like—it feels like a chat, not a questionnaire. Instead of form fields and radio buttons, it’s a series of natural back-and-forth messages, making the experience familiar and less intimidating.
AI survey generation brings major advantages compared to traditional manual survey design. Old-school form builders force you to agonize over every word, logic flow, and follow-up—often resulting in something stiff or overwhelming. By contrast, an AI survey maker handles the structure, tone, and expert-level question phrasing for you, delivering a ready-to-send conversational survey in seconds.
Manual surveys | AI-generated surveys |
|---|---|
Slow to build | Instant creation |
Why use AI for SaaS customer surveys? AI doesn’t just save you effort; it makes every survey more precise and user-friendly. 68% of SaaS companies believe that AI enhances personalized customer experiences, and that starts with feedback[1]. With an AI survey example from Specific, you see focused, expert-driven questions, smart follow-ups, and adaptive conversations, all optimized for completion rate and insight.
Specific leads the way here: with best-in-class conversational surveys, anyone can create a dynamic, engaging feedback experience. Want to learn how? Check out our practical guide on creating a conversational survey and analyzing responses with AI for SaaS customers.
The power of follow-up questions
Too often, basic surveys settle for superficial answers. But the real gold is in the details. Follow-up questions dig into “why” someone answered a certain way, surfacing deeper motivations—or catching issues you’d otherwise miss. Specific’s AI-driven surveys ask smart follow-ups instantly and contextually, so the survey feels just like a natural conversation.
Imagine sending a regular survey out:
SaaS Customer: “Billing is confusing.”
AI follow-up: “Could you share a specific part of the billing process that felt unclear?”
If you don’t include those probing follow-ups, you end up with lots of unanswered “whys” and vague feedback that’s hard to act on. Automated follow-ups save you days chasing clarification over email, and uncover what people really mean, right as they respond. Learn how automatic AI follow-up questions work and why they make a difference.
How many followups to ask? In practice, asking 2–3 follow-ups is usually enough to get rich context without overwhelming users. You can always set the survey to skip ahead once the “why” is clear—Specific gives fine-grained control over this.
This makes it a conversational survey: By layering in these follow-ups, your survey becomes a genuine back-and-forth—so you capture insights like a real interview, without needing one-on-one scheduling.
AI survey response analysis, AI analysis, AI insights: With AI-driven surveys, sorting through open-ended answers isn’t a chore anymore. Just let the AI do the heavy lifting, surfacing common themes and providing summaries instantly. Check out this guide to analyzing SaaS survey responses with AI for step-by-step help.
Smart, automated follow-up questions are a completely new concept—generate a survey now and test the experience yourself. It’s as close to real conversation as feedback gets.
See this billing experience survey example now
Create your own survey to grab honest feedback, spot problems faster, and unlock truly actionable insights your product team will thank you for.