This article will guide you on how to create a SaaS customer survey about product reliability. Specific lets you generate such a survey in seconds—just build and launch your survey instantly.
Steps to create a survey for SaaS customers about product reliability
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 keep reading—this is how simple it gets. The AI survey builder uses its expert knowledge to craft a great survey, handles the question logic, and even asks smart follow-up questions automatically to dig deeper and gather meaningful insights. Give it a try, or compose other surveys with Specific.
Why SaaS customer surveys on product reliability matter
If you’re not conducting these surveys, you’re missing out on a direct channel to understand your customers’ true experience. In the competitive SaaS landscape, 73% of companies cite customer experience as a key factor in driving revenue growth. [1] Yet, only 52% of SaaS companies conduct regular customer satisfaction surveys. [1]
Without regular pulse checks, you’re leaving huge blind spots in your product strategy.
Lack of feedback can stall critical improvements and new feature ideas.
SaaS is a subscription game—if users lose trust in product reliability, churn follows.
Surveys centered on product reliability let you hear about real-world pain points. They help prioritize fixes, optimize your product roadmap, and boost retention.
You’re not just validating assumptions; you’re uncovering issues before they become churn triggers. Plus, 86% of buyers are willing to pay more for a better customer experience—so every insight counts for your bottom line. [1]
Bottom line: the importance of SaaS customer feedback can’t be overstated. Companies capturing and acting on these insights simply outpace their competitors.
What makes a good survey on product reliability
A strong SaaS customer survey on product reliability stands out by focusing on clear, unbiased, and actionable questions. The best surveys use a conversational tone, making respondents feel comfortable enough to share honest opinions.
Ask direct but open-ended questions about real customer experiences.
Avoid jargon, assumptions, or leading language that biases responses.
Mix open-ended and structured formats for a full view of sentiment and specifics.
Here’s a quick mini-table to drive the point home:
Bad practices | Good practices |
|---|---|
Confusing technical terms | Simple, clear language |
Leading “Wouldn’t you agree...” questions | Neutral “Tell us about...” phrasing |
Boring form layout | Conversational, chat-based experience |
But what’s the measure of a “good” survey? It’s all about the quality and quantity of responses you collect. A robust survey encourages more SaaS customers to reply—and gives you rich, specific insights you can actually use.
Question types and examples for SaaS customer surveys on product reliability
There are a few key question types that work especially well when you create a SaaS customer survey about product reliability. Selecting the right formats keeps the feedback structured, insightful, and easy to analyze—without losing the human touch.
Open-ended questions are invaluable for exploring pain points and real user stories. They let respondents explain in their own words. Use these when you want color and details you hadn’t anticipated. Try these:
What’s the most recent issue you’ve faced with our product’s reliability?
How does our product’s reliability impact your daily operations?
Single-select multiple-choice questions help you quantify sentiment and find patterns fast. These work when you want to benchmark specific issues or improvements. For example:
In the past 3 months, how would you rate our product’s reliability?
Very reliable
Somewhat reliable
Sometimes unreliable
Consistently unreliable
NPS (Net Promoter Score) question provides a quick pulse on loyalty and willingness to recommend. Use it for high-level benchmarking and to trigger follow-ups with detractors or promoters. You can generate an NPS survey like this for SaaS customers now. For example:
How likely are you to recommend our SaaS product to a colleague, considering its reliability?
Followup questions to uncover "the why". Always ask follow-ups once a pattern or issue is spotted. This uncovers context and motivations that multiple-choice can’t capture. For example:
What caused the reliability issue you experienced?
How did our support team handle your reliability-related concern?
Want more question ideas? Check out our deep dive on the best questions for SaaS customer surveys about product reliability to level up your survey and see expert tips on survey design.
What is a conversational survey?
A conversational survey is designed to feel like a chat, not a cold form—just natural back-and-forth. This approach gently nudges SaaS customers to speak in detail and creates a better response rate. The format makes it easier to clarify or probe, so you don’t miss out on insights.
Here’s how AI survey generation compares to the manual route:
Manual surveys | AI-generated surveys |
|---|---|
Manual form setup | Instant survey creation |
Why use AI for SaaS customer surveys? It’s fast, personalized, and leverages proven survey patterns so you don’t reinvent the wheel. Every AI survey example built with Specific is tailored, expertly crafted, and ready to capture real, actionable insights that drive product and revenue growth.
We built Specific to offer a smooth conversational survey experience—one that feels fresh and engaging for both you and your respondents. If you want a full walkthrough, see our article on how to create a survey—it’s packed with tips on getting started with AI-powered feedback.
The power of follow-up questions
Follow-up questions are where conversational surveys truly shine. Specific’s automatic AI follow-up feature means you’ll gather richer context than a standard form. AI listens to responses and asks on-the-fly clarifying questions—like a researcher would—which uncovers deeper stories and root causes. Instead of sending more emails back and forth, you get it all at once, in real time.
SaaS Customer: “It was slow last week.”
AI follow-up: “Could you tell us which feature or function was especially slow?”
How many followups to ask? In most cases, 2–3 is sufficient—just enough to get meaningful details, without overburdening your respondent. If you get the answer you need sooner, you can skip straight to the next question. Specific has settings to handle this automatically.
This makes it a conversational survey: Each reply is met with empathy and curiosity, just as a good conversation should be.
Easy AI response analysis: All those text responses? No sweat—read about our easy AI survey response analysis and how it lets you extract trends, identify top features, and probe for risks even at large scale.
If you haven’t tried these automated follow-ups, now’s your chance—generate a survey and see how deep the insights can go.
See this product reliability survey example now
Create your own survey in seconds and see how conversational, AI-powered surveys help you surface richer details from your SaaS customers—without any manual work. The hardest part is choosing which insights to use first.