This article will guide you on how to create a SaaS customer survey about performance. With Specific you can generate such a survey in seconds—no stress, no hassle.
Steps to create a survey for SaaS Customers about performance
If you want to save time, just generate a survey with Specific right now. It’s seriously as simple as it sounds.
Tell what survey you want.
Done.
You don’t even need to keep reading! When you use an AI survey builder like Specific, it applies expert knowledge instantly and automatically asks your respondents smart followup questions, unlocking deeper insights than traditional approaches—without any manual setup or editing.
Why it matters to run a SaaS customer performance survey
Let’s keep one thing clear: if you’re not regularly asking your SaaS customers about performance, you’re missing out on opportunities to actually make your product better and keep users loyal. Here’s why:
Effective customer feedback surveys are a top tool for improving satisfaction and driving product improvement. Yet, most people ignore surveys that are too long—only 9% answer long ones thoughtfully, and as many as 70% abandon a survey before finishing it [2].
If you aren’t collecting performance feedback, you’ll never know which features underperform, where users hit bottlenecks, or why some users are quietly dropping out.
Consistent surveying helps you benchmark improvements over time, giving you the data to show what’s working and where to focus.
The importance of a SaaS customer recognition survey and ongoing feedback can’t be overstated. They drive product direction and, when done right, prove to your customers that you really care about their experience. A missed survey opportunity is a missed chance to engage and retain your customers.
How to create questions for a performance survey that actually work
It’s not just about asking—the way you ask matters. Good surveys about performance have:
Clear and unbiased questions (avoid leading questions or jargon)
Conversational, approachable tone (respondents relax and share more)
Logical flow—questions build naturally, with context and purpose
Want to quickly check if your survey is good? Look at the response rate and quality. High numbers for both mean you’re on the right path. If you notice drop-offs or short, vague answers, it’s time to review how you phrase your questions. In fact, surveys longer than 15 questions get ignored by most users, and anything over 10 minutes gets dismissed [1]. That’s why brevity and engagement matter.
Bad Practice | Good Practice |
|---|---|
Vague & complex questions | Simple, targeted questions |
Unclear instructions | Direct, concise instructions |
Long, boring forms | Conversational format with followups |
An engaging conversational survey almost always pulls in more—and better—feedback than a standard form.
Question types and examples for a SaaS customer survey about performance
The best SaaS surveys mix question types to get both quantifiable and qualitative feedback. Here’s exactly what works:
Open-ended questions let users explain their experience in their own words. Use these when you want context, emotion, or stories that multiple-choice simply can’t deliver. For example:
What’s the one area where our product’s performance surprised you (good or bad)?
If you could change one thing about how fast or reliable our product feels, what would it be?
Single-select multiple-choice questions help you get structured data (easy to report, analyze, and compare). Use them to measure frequency, satisfaction, or to benchmark feature performance in an objective way. For example:
How satisfied are you with the speed of our software?
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
NPS (Net Promoter Score) question is critical for SaaS, as it instantly tells you if users are loyal or at risk of churning. Use it to track advocacy over time, and always follow up to learn why users scored the way they did. If you want to make your own, generate an NPS survey for your SaaS customers about performance instantly. Example:
How likely are you to recommend our software to a friend or colleague?
(Scale of 0-10)
Followup questions to uncover “the why”: Always ask a follow-up if the user’s answer was short or unclear—discovering motivations and context behind a number or simple “yes/no” unlocks key insights. For example:
What made you give that score?
Can you describe a recent situation that influenced your answer?
This approach gives the best of both worlds: quantifiable numbers and meaningful stories. If you want more inspiration and expert guidance, check out our list of best questions for SaaS customer surveys about performance.
What is a conversational survey—and why AI changes everything
Rather than the old way (forms and endless checkboxes), a conversational survey feels like a chat. Questions adapt and flow naturally, follow-ups dig deeper, and users are more likely to share genuine opinions. When you use an AI survey generator, you’re letting expert-level AI do the heavy lifting: writing smart questions, balancing survey length, and handling follow-up logic for you.
Manual Survey Creation | AI Survey Generation |
|---|---|
Write questions by hand | Describe what you want, AI builds it |
Static experience | Conversational and adaptive |
Manual followups (if any at all) | Automated, relevant followups |
Dull for respondents | Feels like chatting with a person |
Why use AI for SaaS customer surveys? Saving time is the obvious win, but the true value of AI survey examples is the quality and completeness of the feedback. AI-guided conversations make it painless to ask for details, clarify fuzzy answers, or pivot to the next most relevant question—something manual forms can never do at scale. That’s why Specific offers a best-in-class conversational experience for both survey creators and respondents — and it's easier than ever to understand the data.
The power of follow-up questions
If your goal is actionable insights (not just raw data), automated follow-up questions are the secret sauce. We built automatic AI follow-up questions into Specific so every SaaS customer can clarify responses in real time, just like a skilled interviewer would. These AI conversations save countless hours—no more chasing down half-finished answers by email.
SaaS Customer: “The dashboard sometimes lags.”
AI follow-up: “Could you describe when you notice the lag? Is it during a specific action or time of day?”
How many followups to ask? Generally, two or three is enough to get the context you need—any more, and you risk fatigue. The goal is to collect just enough insight to clarify the original point, then gracefully move on. Specific allows you to set rules for follow-up depth and let users skip to the next question when ready.
This makes it a conversational survey: Each follow-up stretches the conversation, making respondents feel genuinely heard rather than interrogated by a form.
AI survey response analysis is easy—even with lengthy unstructured replies. AI handles organizing, summarizing, and distilling key insights for you. Learn how to analyze your SaaS customer survey responses with AI.
Follow-ups are new territory for a lot of teams. Try generating a survey and see how this changes your whole approach to SaaS customer interviews.
See this performance survey example now
Create your own survey and get deep, actionable SaaS customer insights in minutes, with adaptive questions, instant follow-ups, and conversational response analysis—all in one smooth workflow.