This article will guide you on how to create a SaaS customer survey about support response time using AI tools. With Specific, you can build a high-quality, targeted survey in seconds—just generate your survey now and start collecting better customer insights right away.
Steps to create a survey for SaaS customers about support response time
If you want to save time, just generate a survey with Specific in seconds. The AI survey builder is incredibly straightforward:
Tell what survey you want.
Done.
You don’t even need to read further—AI handles everything, from writing expert-level questions to following up with SaaS customers to dig out real insights. The platform even automatically follows up on interesting replies to maximize what you learn, so you can focus on action instead of tedious setup. For any kind of customer survey, including support response time, you can start from scratch using the AI survey generator.
Why these surveys really matter
If you’re not running customer surveys about support response time, you’re missing out on a huge opportunity. Let’s be honest—almost every SaaS company claims to care about the customer, but very few regularly check in to verify how support experience feels from the customer’s point of view.
Customer feedback surveys are instrumental in enhancing business performance and customer satisfaction because they give you direct line of sight into problems, pain points, and wins you’d otherwise miss. By actively listening, you can improve both your product and your support strategy to genuinely fit what users need and expect [1].
Missed opportunity: Without regular SaaS customer surveys, you won’t know how long users really wait for replies or what frustrated them most.
Retention risk: When feedback isn’t gathered and applied, churn increases. Addressing customer issues promptly through surveys can cut churn dramatically and boost your reputation [2].
Competitive advantage: Incorporating customer insights into your operations means staying close to fast-changing user needs and outpacing the competition [3].
The importance of SaaS customer recognition surveys is hard to overstate. Effective feedback mechanisms translate into loyal users and, ultimately, a stronger, more trusted product in the market.
What makes a good survey about support response time?
When you’re building a support response time survey for SaaS customers, don’t just throw together a random set of questions and hope for the best. The best surveys are laser-focused, unbiased, and easy to answer. You want to use survey best practices that invite honest, actionable feedback rather than vague, half-hearted responses.
Strong surveys use clear, unbiased questions—avoid leading phrasing and stick to the facts.
Adopt a conversational tone so SaaS customers feel comfortable opening up, not interrogated.
Be respectful of respondents’ time; keep it concise.
Bad practices | Good practices |
|---|---|
Vague questions (“Was our support good?”) | Specific, focused questions (“How long did you wait for a support response?”) |
Assuming positive experiences | Open, neutral language |
No chance to explain answers | Encouraging open-ended responses and followups |
The best measure of a good survey? High quantity and quality of responses. You want users to participate—honestly and in detail—so you can really act on the findings.
What question types work best for a SaaS customer survey about support response time?
You’ve got more than one tool in your question-writing toolbox. Different types deliver different insights. Here’s how they fit in with SaaS customer feedback:
Open-ended questions let your users describe their experiences in their own words. They’re ideal for uncovering the stories behind delays, praise, or pain points.
“Describe the last time you needed support—how quickly did you get a reply, and how did you feel about the wait?”
“What’s one thing our support team could do to make your wait time feel shorter?”
Single-select multiple-choice questions make it easy to quantify and compare answers across the board. They’re great when you need clean, reportable data for decision-making.
How long did you typically wait for a response from support?
Less than 1 hour
1–4 hours
4–24 hours
More than 24 hours
NPS (Net Promoter Score) question is a classic for a reason. It gives you a reliable pulse on customer loyalty. For support response time, this version works perfectly—you can generate an NPS survey in a click:
On a scale from 0 to 10, how likely are you to recommend us to a friend or colleague, based on your recent experience with our support team’s response time?
Followup questions to uncover "the why": Sometimes, you need more than just a number or checkbox—you need to know why they answered as they did. Followups add vital context:
“What specifically made the support response time feel slow or fast to you?”
If you’re looking for more inspiration or tips, check out our article on best questions for SaaS customer surveys about support response time.
What is a conversational survey?
A conversational survey feels like a real chat—not a cold form. This style is what makes Specific truly powerful. Instead of rigid, one-way feedback, conversational surveys adapt and flow, probing deeper or switching topics naturally. Respondents engage as if they’re messaging a friend, leading to higher completion rates and more honest, nuanced answers.
Let’s compare:
Manual Survey Creation | AI-Generated Survey (Specific) |
|---|---|
Manual question-by-question setup | Instant AI creation based on a simple prompt |
No dynamic followup questions | Real-time AI followups based on replies |
Dull user experience, lower engagement | Conversational, interactive, mobile-friendly |
Why use AI for SaaS customer surveys? You save hours of work, get expert-level question design instantly, and can easily iterate. With semantic AI survey examples, you can elicit natural, insightful feedback that’s hard to get through traditional forms. Specific leads the pack for conversational surveys—both for creators and the respondents—delivering an engaging experience from start to finish.
Curious how to get started? Our guide on how to create a survey walks through every detail.
The power of follow-up questions
Automated followup is the magic ingredient behind rich SaaS customer feedback. Specific’s AI won’t just stop at an initial answer—it listens and asks smart follow-ups in real time, mirroring how a researcher would dig deeper. This is essential for capturing the real stories and actionable insights behind every reply, making your survey genuinely conversational.
Without followups, your data gets vague fast. Imagine:
SaaS customer: “It was slow.”
AI follow-up: “Can you tell me what made it feel slow—was it the initial wait, or did you need to follow up?”
This back and forth saves hours you’d spend emailing for clarifications and makes it easy for people to share specifics, not just surface-level opinions.
How many followups to ask? Generally, 2–3 well-placed followup questions are enough. But you can set Specific to skip to the next topic when you’ve got sufficient info—no risk of survey fatigue, just maximum insight.
This makes it a conversational survey. Instead of impersonal forms, you get engaging feedback that flows like a real conversation—more context, less confusion.
AI survey response analysis and analyzing open-text feedback is a breeze—AI instantly summarizes, organizes, and finds the patterns. For more depth, see our guide on how to analyze unstructured survey data using AI.
These automated followups are game-changing—test them for yourself the next time you generate a conversational survey with AI followup questions.
See this support response time survey example now
Ready to discover what your SaaS customers really think about your support response time? Create your own survey and see how easy it is to unlock deeper, more actionable insights in minutes—no manual work required.