How to create saas customer survey about feature adoption

This article will guide you on how to create a SaaS Customer survey about Feature Adoption. With Specific, you can generate a tailored survey for your users in seconds—no friction, no form-building headaches.

Steps to create a survey for SaaS Customers about Feature Adoption

If you want to save time, just generate a survey with Specific.

1. Tell what survey you want.

2. Done.

You honestly don’t even need to keep reading. AI will create the survey with expert-level knowledge behind every question you see, and it automatically asks each respondent follow-up questions to dig deeper and get rich insights. For more flexibility, try our AI survey generator from scratch, using semantic survey prompts for every use case.

Why a feature adoption survey for SaaS customers matters

If you’re not already running surveys on feature adoption with your SaaS customers, you’re leaving crucial insights (and revenue) on the table. Adoption data influences everything from product roadmaps to marketing ROI.

• Core feature adoption rates are surprisingly low—on average, only 24.5% of users are actively using key features of SaaS products, and the median adoption is just 16.5%. That means the majority of your users aren’t seeing full value, and you likely have blind spots in your messaging, onboarding, or UX. [1]

• Structured SaaS Customer surveys reveal which features work, which need refinement, and what actually drives retention. If you skip these, you’re missing out on focused feedback that could directly improve user stickiness and reduce churn.

Great customer experience is the backbone of SaaS success. 86% of consumers are willing to pay more for a better customer experience, and 73% say it’s key to brand loyalty. Surveys help you listen and adapt—meeting expectations leads to better retention, greater advocacy, and, ultimately, more revenue. [3]

In short, the benefits of SaaS Customer feedback via feature adoption surveys extend way beyond vanity metrics: you’re enabling better products, increasing lifetime value, and creating a feedback loop that fuels innovation. For more on why this matters, check out our article on the best questions and survey goals for SaaS feature adoption.

What makes a good feature adoption survey?

Clarity always wins. Good SaaS Customer recognition surveys focus on clear, unbiased questions that don’t lead your users or make assumptions. Instead, you want neutral yet conversational questions that feel more like dialogue—making it easier and less intimidating for people to answer honestly.

Your goal should be to maximize both quantity of responses (participation rate) and quality of responses (thoughtful, actionable feedback). The conversational, friendly tone is key—not just for increasing engagement, but also for uncovering authentic insights about why (or why not) users adopt features.

Here’s what it looks like in practice:

A strong survey makes respondents feel heard—leading to honest feedback and higher participation. If you’re not getting enough responses, or the feedback isn’t actionable, it’s time to tweak your survey structure or question style.

Question types and examples for SaaS Customer surveys about feature adoption

Not all questions are equal when it comes to survey effectiveness. Here’s what works best for SaaS Customer feature adoption research, plus examples you can use or adapt.

Open-ended questions are invaluable for digging into reasons, context, and nuances. Use them to capture candid, detailed feedback when you need to uncover “why” behind adoption or resistance.

• What motivated you to try our new [feature name]?

• Can you describe any challenges you faced when using [feature name] for the first time?

Single-select multiple-choice questions are best when you want structured data that’s easy to analyze—especially for quantifying preferences, satisfaction, or barriers. Great for identifying patterns or highlighting popular features fast.

What was your primary reason for using [feature name]?

• Needed the functionality for a task/project

• Curiosity—wanted to explore something new

• Received recommendation/support prompt

• Other (please specify)

NPS (Net Promoter Score) question is a classic for benchmarking loyalty and gathering comparative feedback. Use it when you want to measure sentiment about a feature or the product experience as a whole. We make it easy to launch an NPS survey for SaaS Customers about feature adoption—just generate yours here.

On a scale of 0-10, how likely are you to recommend our [feature/product] to a colleague?

Followup questions to uncover "the why": Mix in real-time probing when a response is too vague or interesting. This is where AI-powered surveys shine. If a respondent says, “The feature didn’t meet my needs,” automated followups let you instantly dig deeper for specifics or context.

• What about the feature didn’t meet your needs?

• Can you give an example of when it fell short?

If you want more examples or want to see the logic behind effective questions, explore our guide to the best SaaS Customer survey questions for feature adoption.

What is a conversational survey?

Conversational surveys feel like natural, two-way chats, not cold web forms. Instead of hitting users with a block of questions, you ask one at a time—listening and adapting based on their answers. This format boosts engagement and honesty, especially with SaaS Customers who are used to fast, interactive interfaces.

Here’s how AI survey generation upends manual creation:

Why use AI for SaaS Customer surveys? Specific’s AI leverages a deep well of survey best practices and domain intelligence—making sure your survey is not only fast, but expertly crafted from the first question to the last follow-up. If you’re interested in how to make sense of all this feedback, check out our article on analyzing SaaS Customer survey results using AI.

The AI survey example approach means effortless, conversational feedback that’s actually fun for your respondents—raising both response rate and insight quality. Specific delivers best-in-class user experiences for conversational surveys, driving deep engagement for both SaaS product teams and customers.

The power of follow-up questions

Follow-up questions are where real insights live—they’re what turn a “meh” response into a “wow” ‘aha’. Most traditional surveys stop after the first answer, but Specific’s AI follow-up questions feature lets you capture the story behind the score, in real time, as if an expert is leading the conversation.

Imagine the alternative: you send an email survey and get this back…

• SaaS Customer: "It was okay, I guess."

• AI follow-up: "What could have made your experience with the feature more satisfying?"

How many followups to ask? Usually, 2-3 is the sweet spot. That’s enough to get the context you need without annoying people. And don’t worry—if you already have a clear answer, skip the followups and move on. With Specific, you can set your preferred follow-up depth.

This makes it a conversational survey: Each exchange feels natural and user-led, not robotic—turning dry forms into meaningful conversations.

AI survey analysis and response summarization: It might sound like these conversations would be tough to process, but AI-powered tools make it easy to analyze results from even the most open-ended or nuanced survey responses. You’ll quickly see themes, issues, and areas to prioritize.

Automated followup questions are genuinely new—give it a try and see how quickly you surface insights that static forms always miss!

See this feature adoption survey example now

Create your own survey in moments and start collecting deeper, more actionable customer insights than ever before—thanks to conversational AI, expert question logic, and automatic follow-ups getting you the details that matter most.