This article will guide you how to create a SaaS customer survey about upgrade intent. With Specific, you can build your survey in seconds and start collecting upgrade insights right away.
Steps to create a survey for SaaS Customers about upgrade intent
We’re not going to overcomplicate things—if you want to save time, just generate a survey with Specific right now.
Tell what survey you want.
Done.
Seriously, you don’t even need to read further if you just want a perfectly tailored survey. Our AI will generate a survey using expert knowledge of SaaS customer needs and intelligently ask follow-up questions for richer insights—no previous survey-building experience necessary. Try building any kind of survey—it’s that easy!
Why SaaS customer surveys about upgrade intent matter
We see tons of SaaS businesses overlook this, but the importance of SaaS customer recognition surveys and upgrade intent feedback can’t be overstated. If you’re not running these, you’re missing out on some critical opportunities:
Identify churn risks early: Understand who’s considering an upgrade, and more importantly, who isn’t—and why. That’s where growth lives.
Feature prioritization: Real-world insights from current users help you decide what matters next in your roadmap.
Optimize customer journeys: Spot the exact points where customers hesitate to upgrade and fix those blockers fast.
According to recent stats, 68% of businesses utilize surveys to collect customer feedback, which shows how vital surveys are for improving products and services [1]. If you’re not gathering honest input on upgrade intent, you’re making product decisions half-blind. These insights translate directly into better customer retention and successful upsell campaigns—no fairy dust, just facts.
What makes a good survey about upgrade intent
Let’s get brutally clear: good SaaS upgrade intent surveys are concise, unbiased, and conversational. Why? Because your customers respond best when it feels like a chat, not an exam.
Clear questions: Ambiguous wording leads to ambiguous answers. Stay focused and direct.
Unbiased language: No leading phrases, no assumptions—just open, neutral prompts.
Conversational flow: Makes the whole process less intimidating and more natural, so your response rates and answer quality skyrocket.
The acid test? You want high quality and quantity of responses. The best surveys nail both. Surveys over 15 questions or over 10 minutes cost you completion rates, so keep it tight and focused [2]. Here’s a quick comparison:
Bad practices | Good practices |
|---|---|
Too many questions | Concise & focused |
Leading or loaded wording | Clear, unbiased phrasing |
One-size-fits-all answers | Personalized, contextual follow-ups |
If your survey feels like a form, you’ll lose your customers’ attention—and their feedback.
Types of questions to ask in a SaaS customer survey about upgrade intent
You’ve got options. The best upgrade intent surveys use a smart blend of open-ended, multiple-choice, NPS, and conversational follow-ups. Here’s how the pros do it:
Open-ended questions get you those “aha!” insights you’d never find with yes/no checkboxes. They’re best for capturing thoughts, feelings, and nuanced motivations behind upgrade decisions.
What would make you consider upgrading to our premium plan?
Is there a feature you wish was included in your current plan?
Single-select multiple-choice questions help structure feedback when you want to quantify preferences or segment respondent types. Ideal for quick clicks and easy analytics.
What’s the main reason you haven’t upgraded yet?
Price is too high
Lack of needed features
Not enough usage
Other
NPS (Net Promoter Score) question is gold when you want a snapshot of satisfaction and likelihood to recommend. It’s also the perfect setup for targeted follow-ups. We make creating an NPS survey about upgrade intent simple—just generate a tailored NPS survey here.
On a scale from 0 to 10, how likely are you to recommend our product to a colleague or friend?
Followup questions to uncover "the why": Open-ended followups boost the depth of your insights drastically. Use them after multiple-choice or NPS responses to really get to the root motivations. For instance:
What’s the biggest factor holding you back from upgrading?
Can you describe how you’d use features in the higher plan?
Want to dive deeper? Check out our guide to the best questions for SaaS customer upgrade intent surveys for even more examples and creation tips tailored to your needs.
What is a conversational survey?
Think of a conversational survey as a chat-based interview, not a form. It feels like texting a smart friend—one who asks great questions, adapts on the fly, and draws out more honest, thoughtful feedback. That’s the big difference from traditional, manual survey creation.
Manual surveys | AI-generated conversational surveys |
Static, impersonal forms | Dynamic, real-time questions & followups |
Limited probing depth | Contextual follow-up questions for full context |
Slow survey building | Survey ready in seconds via AI |
No natural flow | Chats feel natural—drives higher engagement |
Why use AI for SaaS customer surveys? Because AI survey builders revolutionize what feedback collection looks like—they create expert-quality, conversational surveys in a fraction of the time, ask smarter follow-up questions, and keep the tone human. Want to learn how to analyze your survey responses using AI?
Specific takes this further with a best-in-class user experience for both creators and respondents—and it’s optimized for mobile, which is crucial since 70%+ of people now prefer to answer surveys on their phone [1]. If you want a modern, engaging, and scalable approach, conversational surveys are the way to go.
The power of follow-up questions
Follow-up questions are a game changer—and Specific’s AI-driven automatic followups are unique in the space. Instead of missing key context, we let the AI ask 2–3 targeted questions in real time, so you get the “why” behind every reply. This means you collect richer, more actionable feedback and skip the endless back-and-forth emails post-survey.
SaaS customer: The features just aren’t enough for me to upgrade.
AI follow-up: Can you tell me which specific features you’re looking for in the upgraded plan?
How many followups to ask? Usually, 2–3 is plenty—enough to get details, not so much to cause fatigue. In Specific, you can set follow-ups to stop once you have the answers you need, keeping the experience smooth for every respondent.
This makes it a conversational survey: Instead of some static questionnaire, you’ve got a smart, flowing conversation that adapts and draws out deeper insights. That’s the level of creative, human engagement you want.
AI-powered analysis, instant insights: Even with tons of open-ended text and followups, it’s simple to analyze all responses at scale using AI. Learn how to unlock themes and trends from qualitative data in our AI survey response analysis guide.
Automated follow-up questions are still a new concept—try generating a survey with Specific and see firsthand how it transforms your feedback process.
See this upgrade intent survey example now
If you want to collect smarter, richer upgrade feedback in less time, create your own survey—conversational, AI-generated, and ready to deliver actionable insights instantly.