This article will guide you step by step on how to create a SaaS customer survey about documentation quality. With Specific, you can effortlessly build such a survey in seconds, powered by expert AI.
Steps to create a survey for SaaS customers about documentation quality
If you want to save time, just click this link to generate a survey with Specific. It’s actually that simple to launch a comprehensive, AI-driven survey tailored to your needs.
Tell what survey you want.
Done.
You honestly don’t even need to read further if your goal is just to get your survey out fast. AI will craft the survey with expert knowledge, and it’ll even ask respondents follow-up questions to collect richer, more actionable insights. If you’re curious about how this all works behind the scenes—or want to customize further—keep reading. If you’d rather build from scratch, use our survey generator for any scenario or audience.
Why SaaS customer surveys about documentation quality matter
If you’re not running SaaS customer surveys on documentation quality, you’re missing out on a goldmine of insights into user experience and potential product blockers. Let’s be straight: documentation is often your user’s first—and sometimes only—line of support. If it’s confusing or incomplete, frustration builds and user retention drops.
Let’s anchor this in data: Surveys exceeding 15 questions or taking more than 10 minutes to complete often result in survey fatigue, causing respondents to abandon them midway [1]. Without a thoughtful, focused approach, your survey can do more harm than good. By keeping your survey concise and relevant, you get higher quality responses, avoid survey abandonment, and actually hear your customers’ real opinions.
The importance of SaaS customer recognition surveys and feedback is hard to overstate. Documentation is a key part of product experience; fail to measure it, and you’ll never know if customers truly understand and trust your platform. A well-timed survey lets you discover hidden pain points, highlight documentation wins, and guide product improvements before frustrations escalate. If you’re not consistently asking for feedback, you may only hear from your loudest critics—not your silent majority with valuable suggestions.
Understand gaps in your current documentation
Pinpoint which tutorials, APIs, or onboarding guides drive confusion
Spot issues before they turn into support tickets or churn
This isn’t just about measuring satisfaction. You’re proactively shaping a better product and building loyalty in the process.
What makes a good survey about documentation quality
It’s easy to throw together a set of questions—but a good survey on documentation quality is deliberate and thoughtful. You want both quantity and quality of responses to ensure you’re capturing a broad and accurate view of your customers’ perceptions.
Clear, unbiased questions: Remove jargon and leading language that push users toward a certain answer.
Conversational tone: The best results come when users feel comfortable answering honestly.
Here’s a quick comparison of what to avoid and what to aim for:
Bad practices | Good practices |
|---|---|
Too many questions, repetitive | Short, focused, purposeful |
Complex technical jargon | Simple, clear language |
Vague prompts (“Is our documentation good?”) | Concrete, specific questions about use cases or clarity |
No follow-up, one-size-fits-all | Contextual follow-ups tailored to responses |
The real measure of a good survey? Lots of respondents who take the time to give thoughtful, detailed feedback—not just ticking boxes to get through. Keeping it snappy (under 15 questions) prevents fatigue; remember, surveys longer than 30 questions see respondents spending nearly half the time per question compared to shorter surveys [2]. Quality drops as users rush through, so brevity is your friend.
Question types and examples for saas customer survey about documentation quality
The best SaaS customer surveys about documentation quality blend open-ended and structured types—each serving a unique role for extracting insights. If you want more inspiration, see our full guide on best questions for SaaS customer survey about documentation quality.
Open-ended questions unlock candid user stories and pain points, surfacing the “why” behind your metrics. Use them when you want context and nuance. For example:
What was the most confusing part of our documentation during your first use?
How could our API reference guide be improved to make your integration faster?
Single-select multiple-choice questions are great for quick, quantitative analysis and identifying patterns at scale—perfect for benchmarking or segmenting users. For example:
How easy was it to find the answer you needed in our documentation?
Very easy
Somewhat easy
Neutral
Difficult
Very difficult
NPS (Net Promoter Score) question is the gold standard for benchmarking loyalty and can be tailored to documentation quality. Use this when you need a pulse on overall satisfaction and likelihood to recommend. You can generate a NPS survey for SaaS documentation quality here.
On a scale from 0-10, how likely are you to recommend our documentation to a friend or colleague?
Followup questions to uncover “the why” make your survey dynamic and insightful. Always use them when a respondent’s answer is incomplete or ambiguous—they dig deeper without overwhelming, surfacing meaningful insight. For example:
What made you rate our documentation that way?
Can you share a recent example when our docs did not meet your expectations?
The magic here is that you turn plain answers into full stories, unlocking actionable detail instead of surface-level data. If you need more on best practices and ideas, explore our in-depth article on creating effective questions.
What is a conversational survey?
Traditional survey forms are static, rigid, and prone to abandonment—people drop off or “speed answer” just to finish. A conversational survey, driven by AI, feels like a natural, context-aware chat where questions adjust based on previous responses. Respondents are guided and nudged like by a thoughtful interviewer—not just left with a list of boxes to tick.
This is the edge AI-powered survey generators have over manual approaches: instead of laboring over endless form edits, you describe what you want and let expert AI compose a survey that’s clear, varied, and tailored to your use case. Changes are instant; if you want to tweak for tone or clarify wording, the AI survey editor lets you simply “talk” your updates and see them live.
Manual surveys | AI-generated surveys |
|---|---|
Static, requires survey-building skills | Dynamic, tailored instantly to your scenario |
Prone to human bias or errors | Trained on best practices and industry knowledge |
Time-consuming, slow iteration | Iterate or adjust with a chat in seconds |
No follow-up, generic experience | Conversational, probes for depth |
Why use AI for SaaS customer surveys? It’s all about engagement and insight quality. The AI builder draws from expert templates, asks clarifying follow-ups, and ensures every respondent’s path is unique, resulting in more honest feedback and higher completion rates. Check out our guide on how to analyze responses from a SaaS customer survey about documentation quality for next steps after survey data rolls in.
If you’re looking for true best-in-class, conversational survey experience—Specific’s AI survey platform delivers, making it seamless for both creators and respondents to participate and provide meaningful feedback. Want an AI survey example? It’s just one click away.
The power of follow-up questions
We’re not shy about it: the real difference-maker is how our survey AI handles automated follow-up questions (learn more about this feature). Every time a SaaS customer gives a vague or partial answer, our AI spots the gap and gracefully probes deeper in real time. No more guessing what a user really meant or chasing clarifications over email afterward.
SaaS Customer: "The API docs are okay."
AI follow-up: "Can you share which parts of the API docs could be clearer—or details about where you got stuck?"
This takes ambiguous feedback and turns it into useful, actionable context on documentation quality. Automated follow-ups aren’t a gimmick—they’re a powerful, time-saving tool that feels human. It’s what transforms a survey into a true conversational survey.
How many followups to ask? In practice, 2-3 are usually enough to get to the root of any issue—just enough to uncover detail, but not so much that it becomes repetitive. Specific lets you fine-tune this, or enable “skip to next question” once you have what you need, avoiding survey fatigue or respondent annoyance.
This makes it a conversational survey: You’re not just collecting answers; you’re engaging in a back-and-forth that gets to the “why” behind every response.
AI survey response analysis is effortless: even with lots of unstructured, open-text answers, tools like Specific’s AI survey response analysis make it simple to chat with your data and surface trends in seconds.
Curious how it feels in action? Try generating a conversational survey with a few clicks—you’ll see instantly how automated follow-ups capture deeper, richer insights than any static form ever could.
See this documentation quality survey example now
Get clarity about your product docs and customer experience by generating a conversational, AI-powered documentation quality survey for SaaS customers—capture richer feedback, uncover actionable insights, and make your documentation a real strength for your business.