This article will guide you on how to create a SaaS Customer survey about Net Promoter Score (NPS). With Specific, you can build a conversational NPS survey in seconds—try our AI-powered tool to generate your NPS survey now.
Steps to create a survey for SaaS Customer about Net Promoter Score (NPS)
If you want to save time, just click this link to generate a survey with Specific.
Tell what survey you want.
Done.
You honestly don’t even need to read further—the AI survey generator at Specific designs your SaaS Customer NPS survey with expert knowledge, handling everything for you. It even asks respondents tailored follow-up questions to gather actionable insights, so you never miss important details.
Why SaaS Customer NPS surveys matter
If you’re not running SaaS Customer surveys focused on Net Promoter Score (NPS), you’re missing out on data that fuels growth, loyalty, and product improvement. NPS surveys are the backbone of customer-centric SaaS strategies because they quickly indicate how your customers really feel—promoters, passives, and detractors all require different strategies.
NPS measures loyalty—66% of U.S. consumers make decisions based not only on product and price but on loyalty factors too. If you don’t know where you stand, you’re guessing what keeps users around. [1]
If you skip NPS feedback, you’re flying blind: competitors who survey consistently surface churn risks, recognize their power users, and iterate more confidently.
The average Net Promoter Score in SaaS is about 36, but leaders reach up to 92. Without tracking, you won’t know how far you are from industry bests or what specifically drives your score. [2][3]
The importance of SaaS Customer recognition surveys is clear—they provide the foundation for understanding loyalty, identifying improvement areas, and spotting trends before they disrupt your growth.
What makes a good Net Promoter Score (NPS) survey for SaaS Customers
A great survey on NPS avoids bias and feels inviting. Clarity is non-negotiable—ambiguous questions drive unreliable answers. If questions sound clinical or judgmental, your data’s in trouble.
Clear, unbiased questions encourage honest feedback instead of forced ratings.
Use a conversational tone—respondents are more likely to open up and give detailed responses.
Measure success by both the quantity (high completion rate) and quality (actionable detail) of responses. You want lots of rich feedback, not just a sea of 7s or 8s.
Bad practices | Good practices |
|---|---|
Leading questions (“Don’t you love our new dashboard?”) | Neutral, clear prompts (“How would you rate your likelihood to recommend us?”) |
Jargon-heavy or complex phrasing | Simple language, brief follow-ups for clarity |
One-and-done, no follow-up questions | Conversational flow with relevant, contextual probing |
What question types to use in a SaaS Customer Net Promoter Score (NPS) survey
When building a survey, the types of questions you choose drastically affect both the experience and the insights. With conversational surveys, mixing open and structured questions yields the best results. If you want more examples and tips, check out our full guide on the best questions for a SaaS Customer NPS survey.
Open-ended questions help you uncover what’s truly on the customer’s mind. Use these when you want color and context, not just a number.
What is the main reason for your score?
What’s one thing we could do to make you more likely to recommend us?
Single-select multiple-choice questions are perfect for structured analysis—helpful when you need to segment your customer base or analyze trends fast.
Which aspect of our SaaS product do you value most?
Ease of use
Customer support
Feature set
Pricing
NPS (Net Promoter Score) question is the star of the show. Use it every time you want a quick pulse on loyalty—then follow up for more detail. Want to see a ready-to-use template? You can automatically generate a SaaS Customer NPS survey here.
On a scale from 0 to 10, how likely are you to recommend our product to a friend or colleague?
Followup questions to uncover "the why": The goldmine in NPS feedback comes from asking “why?” Use them after any main question to get true context (especially for detractors and high intrinsics). These build the full picture. For example:
Can you tell us more about what influenced your score?
What’s something that nearly made you score higher/lower?
Follow-ups turn vague feedback into concrete insights and often surface problems or bright spots no list could predict. Combine these with smart branching logic for the richest survey conversations.
What is a conversational survey?
Conversational surveys are structured like natural back-and-forth chats, not static forms. Instead of blasting all questions at once, each is delivered and adapted based on the respondent’s input, probing deeper where needed. That’s why AI survey generation is dramatically better than manual survey building. With Specific’s AI-powered survey maker, you craft the survey just by describing what you need—the AI translates your prompt into a nuanced survey with expert-level logic. It’s a mental offload, and quality is consistently higher.
Manual surveys | AI-generated surveys |
|---|---|
Repetitive and time-consuming setup | Survey built in seconds from your prompt |
Missed follow-ups/logic errors | Automatic, expert-grade follow-up flows |
Rigid, boring experience for respondents | Natural, chat-like flow that boosts participation |
Why use AI for SaaS Customer surveys? It’s simple. With AI survey example generators, you skip the setup struggle and avoid common human errors. The AI considers industry best practices, adapts questions for clarity, and ensures your conversational survey delivers deep insights. Specific offers a best-in-class, friendly user experience, ensuring both survey creators and SaaS Customer respondents find the process smooth and genuinely engaging. If you’d like to dive into how to create a survey, check out our comprehensive guide.
The power of follow-up questions
Follow-up questions are where feedback becomes meaningful. Instead of collecting surface-level responses, you get to the heart of customers’ motivations and issues. Specific’s automated AI follow-up questions feature means every respondent gets smart, in-context follow-ups, just like a skilled interviewer—not a form robot.
These automated follow-ups save endless hours you’d otherwise spend chasing respondents for more info over email or chat, and make the feedback feel natural. Here’s how it matters:
SaaS Customer: “It works okay, I guess.”
AI follow-up: “Thanks for sharing—can you tell me more about what made your experience just ‘okay’? Was there something missing or something that could be improved?”
How many followups to ask? In most cases, 2–3 well-crafted follow-ups uncover the key reasons behind a score or comment. Go deeper only if the first answers are unclear or need clarity—otherwise, let respondents skip ahead. Specific offers settings to manage follow-up depth, ensuring conversations stay lean and respectful.
This makes it a conversational survey: Follow-ups transform a basic Q&A into an engaging conversation, not an interrogation. That’s how you boost completion rates and get richer feedback—making your SaaS Customer NPS survey feel more like a user interview than a checkbox list.
AI survey response analysis is a breeze, even if you gather mountains of nuanced text. With tools like AI-powered survey analysis, you can instantly distill main themes and trends, saving your team hours of reading and tagging.
Automated follow-up logic is still a new idea in feedback loops—try generating a survey and watch how much deeper your insights go with almost zero effort.
See this Net Promoter Score (NPS) survey example now
Create your own survey and experience a smarter, more insightful conversation with your SaaS Customers—instant setup, expert-crafted questions, and real-time AI follow-ups that drive actionable product improvements.