This article will guide you on how to create a SaaS customer survey about customer satisfaction (CSAT). With Specific, you can generate a CSAT survey for your SaaS customers in seconds—no hassle, just actionable insights.
Steps to create a survey for SaaS Customer about Customer Satisfaction (CSAT)
If you want to save time, just click this link to generate a survey with Specific. Here’s how easy it is:
Tell what survey you want.
Done.
You don’t even need to read further—the AI handles the expert-level survey creation for you. It even asks follow-up questions live to get deeper insights, mimicking a real conversation with your SaaS customers. If you’re curious about making one from scratch, explore the AI survey builder and enjoy the fastest path to rich, contextual SaaS customer feedback.
Why running a SaaS customer satisfaction (CSAT) survey really matters
Most SaaS teams know they should check in with their customers—but you might not realize just how much you stand to lose if you skip regular customer satisfaction surveys.
Loyalty & revenue: Existing customers spend an average of 31% more and are 50% more likely to try new products than new customers. This comes straight from industry data that proves the business case for nurturing your SaaS user base with smart listening. [1]
Word-of-mouth magic: A whopping 72% of satisfied customers share positive experiences, while 92% trust recommendations from people they know. Even a tiny improvement in satisfaction can be a huge growth lever for your SaaS. [1]
Differentiation: Great SaaS support stands out—those who listen, learn, and iterate win loyalty and referrals, driving both recurring revenue and competitive advantage. [1]
If you’re not running these surveys, you’re missing out on major opportunities: you risk lower retention, less feedback on product-market fit, and limited organic growth. The importance of customer satisfaction surveys is clear—they help you tune your SaaS to real-world needs and stand out in a crowded market.
What makes a good SaaS customer satisfaction (CSAT) survey?
Let’s be frank: not all surveys are created equal. A good SaaS customer CSAT survey keeps it simple, conversational, and focused on getting meaningful answers. Here’s how:
Clear, unbiased questions: Avoid jargon, keep questions direct.
Conversational tone: Encourage honest, relaxed feedback—not stiff responses.
Purpose-driven structure: Each question should have a clear goal.
Bad Practices | Good Practices |
|---|---|
Leading questions | Neutral phrasing |
The measure of success? High quantity and quality of responses. You want both: a lot of SaaS customers participating, and each response offering something substantial you can act on.
Question types for SaaS customer survey about customer satisfaction (CSAT)
Getting the right mix of question types unlocks rich insights. Here’s how we approach it:
Open-ended questions let SaaS customers explain in their own words. Use them when you want context or don’t want to box users into choices. For best results, ask these at the beginning or as follow-ups:
“In your own words, how satisfied are you with our product?”
“What’s one thing we could do to make your experience better?”
Single-select multiple-choice questions are perfect for quantitative data. Use them to measure and compare satisfaction levels across your SaaS user base:
How satisfied are you with our SaaS platform?
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
NPS (Net Promoter Score) question: Use NPS to benchmark loyalty and drive action. It’s widely adopted and offers comp-scoring. Want to dive right in? Generate an NPS survey for SaaS customers instantly.
On a scale from 0 to 10, how likely are you to recommend our SaaS to a colleague or friend?
Followup questions to uncover "the why": These are essential when you want to dig deeper into any response. Use them wherever an initial answer is vague or begs for more context. For example:
“You mentioned you’re dissatisfied—can you share what specifically led to this feeling?”
“What’s the main reason behind your score just now?”
For more ideas and best practices, check out our deep dive on best questions for SaaS customer CSAT surveys.
What is a conversational survey?
Conversational surveys are the new standard for SaaS customer feedback. Instead of static, rigid forms, they feel like a smart back-and-forth—making it more natural for users to share real opinions. Traditional/manual survey creation is slow, impersonal, and rarely gets at the ‘why’ behind user sentiment. With AI-powered survey generation, you create a chat-driven experience in seconds, not hours, and respondents stay engaged through a more dynamic, personalized flow.
Manual surveys | AI-generated surveys |
|---|---|
Boring, static forms | Conversational and friendly |
Why use AI for SaaS customer surveys? In short: you run better surveys, faster. You get AI survey examples instantly for customer satisfaction (CSAT) and save mental energy setting everything up. Plus, Specific offers the best-in-class user experience for conversational surveys—both for you as a creator and for your SaaS customers filling them out. For more on designing powerful surveys, check out this overview on how to create an AI-powered customer satisfaction survey.
The power of follow-up questions
In SaaS, context makes all the difference. Automated follow-up questions dig deeper—right when you need to—bringing out candid, actionable details. Take a look at what typically happens if you don’t prompt for more context:
SaaS Customer: “I’m unhappy with feature X.”
AI follow-up: “Could you tell us more about what isn’t working for you with feature X?”
How many followups to ask? Typically, 2–3 well-targeted follow-up questions are just right: enough to clarify and uncover insights, but not so many that it feels like an interrogation. And to keep the experience breezy, you can let respondents move to the next question once their feedback is clear—Specific offers a setting for this in every survey.
This makes it a conversational survey: the process flows naturally like a dialogue, not a boring form-filling exercise.
AI survey response analysis, qualitative analysis: Even if you end up with lots of open-ended replies, AI tools make the analysis simple. Need to make sense of this data? Read our guide on AI-powered analysis for SaaS CSAT surveys and see how it works in a real-world context.
Automated follow-up questions, like those by Specific, are a whole new concept—just generate your own CSAT survey and watch the feedback come alive.
See this Customer Satisfaction (CSAT) survey example now
No more guessing or manual work—launch a conversational, AI-powered CSAT survey and get deep, actionable SaaS customer insights instantly. Try it now for a radically better feedback process.