This article will guide you step by step on how to create a SaaS customer survey about subscription management. With Specific, you can build a survey like this in seconds—just generate your survey and get started collecting insights right away. Let's dig in.
Steps to create a survey for SaaS Customer about Subscription Management
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! AI will create your SaaS customer subscription management survey using expert knowledge and even ask respondents smart followup questions to dig deeper and collect richer insights. But if you want to understand what goes into a great conversational SaaS Customer survey (or customize it yourself), keep reading—or explore what else the Specific AI survey generator can help you with. It’s the easiest way to design, launch, and analyze surveys.
Why SaaS customer surveys on subscription management matter
Let’s be honest—if you’re not running these surveys, you’re missing out on game-changing understanding of how users feel about managing their subscription, what’s tripping them up, and what makes them loyal or ready to churn. Quickly gathering targeted feedback is no longer optional for SaaS companies that want to grow and retain more users.
Consider this: Surveys with fewer than 10 questions can increase response rates by up to 50%[2], giving you far more actionable data to drive improvements and prioritize features. If you ask the right questions at the right time, you’ll learn what motivates your users, their biggest pain points, and the “moments of truth” that affect retention and expansion.
Not running targeted feedback surveys means you risk blind spots in your product and churn you could have anticipated.
High-quality customer feedback often reveals issues and opportunities you’d never surface in support tickets or analytics dashboards.
In today’s crowded SaaS world, understanding the real customer journey with subscription management gives you a major edge.
And if you don’t keep these surveys short, well-timed, and mobile-friendly, response rates plummet—a huge missed opportunity to hear from the people who matter most.[1][4]
What makes a good survey on subscription management?
Great survey design isn't about asking as many questions as you want—it's about asking the right questions, in the right way. Here’s what matters most in designing an effective SaaS Customer survey for subscription management:
Clear, unbiased questions: Make sure every question is direct and easy to understand. Avoid double-barreled and leading questions.
Conversational tone: Write like a human, not a robot, to encourage honest and authentic responses. The best conversational surveys feel just like a chat—not a formal interrogation.
Bad Practice | Good Practice |
|---|---|
Ask vague, broad questions | Be specific (“What could we improve in your last subscription experience?”) |
Use formal, stiff tone | Keep it friendly and clear (“How did you find managing your plan today?”) |
Overload with too many questions | Keep surveys concise (aim for 7-10 high impact questions) |
The true test of a good SaaS customer survey? You want high quantity and quality of responses—enough completed surveys, and enough honest, detailed answers to actually act on.
Question types and examples for SaaS customer subscription management surveys
You’ve got several powerful question types at your disposal. For inspiration and deeper discussion of the best question wording, check out our full guide: best questions for SaaS customer subscription management surveys.
Open-ended questions are perfect for discovering unexpected insights and letting people share genuine feedback. These work best early in the survey or after key events like a subscription change. For example:
What’s the one thing you’d change about how we handle subscription updates?
Can you describe a recent challenge you faced with our billing or subscription features?
These encourage deep context, but don’t overuse them—people won’t write paragraphs to every question.
Single-select multiple-choice questions give you structured data and are easy for most respondents. Use these when you want to quantify preferences or choices.
How easy was it to manage your subscription this month?
Very easy
Somewhat easy
Neutral
Challenging
Very challenging
Multiple choice questions tend to have higher completion rates than open-ended ones, helping reduce dropoff. [3]
NPS (Net Promoter Score) question is ideal for measuring overall satisfaction and loyalty. Use it periodically, or after an important subscription touchpoint. You can generate an NPS survey about subscription management for SaaS customers here.
On a scale of 0–10, how likely are you to recommend our subscription management to a friend or colleague?
Followup questions to uncover "the why": Don't just accept a rating—ask targeted followups when responses are unclear or indicate a problem. This gets to the root cause and helps you act. For example:
What made you rate your experience a 6/10?
Can you tell us more about what felt confusing in the billing process?
For more examples, or tips on composing your own great questions, see our expanded guide.
What is a conversational survey?
A conversational survey ditches the rigid, impersonal structure of legacy forms and feels like chatting with a human. Instead of dumping 20 questions on your users, a conversational AI survey adapts, probes for clarity, and follows up based on context. Respondents stay engaged, give richer answers, and dropoff plummets.
The advantage of using an AI survey generator becomes obvious:
Manual Survey Creation | AI-powered Survey Builder |
|---|---|
Requires research and manual setup | Survey is generated in seconds with best practices built-in |
Static, no followups | Conversational, with smart AI follow-ups for clarity |
Hard to iterate or customize | Edit with natural language via AI survey editor |
More dropoff, flat experience | Friendly, interactive and higher completion rates |
Why use AI for SaaS customer surveys? Beyond speed, tools like Specific embed research expertise, get you launched in minutes, and ensure you’re not missing essential questions or followups. You can try an AI survey example, see the structure, and then customize for your needs—zero stress, minimal effort. “Conversational survey” goes beyond chatbots. With Specific, both your team and your respondents get a best-in-class interface—mobile friendly, natural to use, and designed for deep feedback.
Want to learn more about building a survey from scratch? We’ve got a practical guide on how to create and analyze survey responses that covers all your bases.
The power of follow-up questions
Follow-up questions are the secret weapon for in-depth SaaS customer insights. Many surveys die on the vine because respondents give incomplete or ambiguous answers, forcing teams to circle back via email (if they even bother). Specific’s AI followup questions feature automates this step, asking targeted “why” or “how” clarifications based on each reply in real-time.
You save time, avoid repeated outreach, and collect richer, more actionable feedback. For example—if you skip the followup, here’s what can happen:
SaaS Customer: It was okay.
AI follow-up: Can you describe what could have made your subscription management experience better?
How many followups to ask? We recommend 2–3 layers deep at most. That’s usually enough to get full context. With Specific, there’s even a setting to automatically stop more followups as soon as the information is clear.
This makes it a conversational survey: you’re not just collecting surface answers—you’re having a dialogue. It’s more engaging, and it surfaces insights you might otherwise miss.
AI survey analysis, response analysis, unstructured data: Don’t stress about analyzing lots of open text. With AI-powered response analysis, you’ll quickly summarize, find key themes, and dig into exactly what matters. What used to take hours now happens in minutes, even with tons of unstructured feedback.
Try generating a survey with automatic follow-ups and see the experience—it’s a breakthrough for SaaS customer research!
See this subscription management survey example now
Create your own survey about subscription management today and unlock richer insights, higher engagement, and actionable feedback with expert-designed, conversational surveys powered by Specific’s AI.