Finding the right NPS survey questions and knowing the best questions for SaaS customers can make the difference between surface-level scores and actionable insights.
Traditional NPS stops at the score, but AI-powered follow-ups dig deeper, surfacing what truly drives customer sentiment in SaaS.
Let’s break down specific question sets and conversational follow-ups for promoters, passives, and detractors—so every score becomes an opportunity.
Why NPS follow-up questions matter more than the score
The classic 0–10 NPS question gives you a pulse, but not the why. That score alone tells you next to nothing about customer sentiment or what they wish your SaaS could do. Especially in SaaS, knowing whether users see product value, what friction points they experience, and where upsell or retention opportunities exist is the real prize.
For Promoters (9-10), you want to know what specifically delights them, what features keep them coming back, and what moments turn customers into advocates. Their answers fuel your referral and testimonial strategies. Detractors (0-6), on the other hand, are a goldmine when you ask what’s broken or missing—if you probe with empathy and intent, not just with a generic “Why?”
Passives (7-8) are another story: often ignored but statistically, they represent a huge growth pool. They're not unhappy, but they’re not singing your praises yet. Dig in to find what's holding them back or what would make them upgrade their plan, and you identify easy wins. [1][2]
Specific’s AI automatically adapts its follow-up questions after the NPS score to probe for the right details, making every interaction more insightful than a static form. See how AI follow-up questions make feedback richer.
Best questions for promoters (9-10 scores)
Promoters are already advocates, but their journey contains powerful clues. I want to understand what turns enthusiasm into action. A good NPS question for promoters isn’t just “What do you like?”, but “What caused you to recommend us?”—and then digging into the specifics.
Feature value: Uncover which features create “aha” moments.
Referral triggers: Discover what prompts them to spread the word.
Use case expansion: Explore how they’ve adopted new flows or use cases.
Example 1: Why do you recommend us?
What’s the single biggest benefit you’ve experienced using our product?
AI follow-up: Can you share a story or example of how that helped your team?
Example 2: Standout feature probe
Which feature do you love most and why?
AI follow-up: What makes this feature better than what you’ve used elsewhere?
Example 3: Epic moment identification
Was there a moment when you knew you’d recommend us? What happened?
AI follow-up: Was it a support experience, a product update, or something else?
Example 4: Referral motivation
What would you say to a friend considering our SaaS?
AI follow-up: What would convince them to try us now?
AI shines here by probing for the details behind their love—maybe it’s speed, an integration, or a workflow improvement. These insights fuel growth loops and sharpen your positioning. The more specific the question, the more actionable the testimonial or case study you'll capture.
Question type | Insight gained |
|---|---|
Feature value | What drives usage and loyalty |
Referral triggers | Why users tell others |
Epic moments | Powerful testimonials and use case gold |
Strategic questions for passives (7-8 scores)
Passives are quietly satisfied but not thrilled—they stick around, but they aren’t selling your product to anyone. They’re one feature or friction fix away from joining your promoters. Your job is to find the missing pieces and perception gaps.
Missing features: What’s “almost there” but not quite?
Price-to-value gaps: Where does value feel off?
Comparison loyalty: Do competitors offer something better?
Example 1: “Almost a 10” probe
What’s the main thing missing or stopping you from giving a higher score?
AI follow-up: Is this something you’ve seen done better elsewhere?
Example 2: Competing alternatives
Are you considering other solutions? Which features do you wish we had?
AI follow-up: Can you name one competitor that does this better?
Example 3: Feature awareness
Is there a feature you expected but haven’t discovered yet?
AI follow-up: Would a quick walkthrough or tip help you make more of your subscription?
Example 4: Perception check
How does our pricing or experience compare to similar tools you’ve used?
AI follow-up: If we improved this, how likely would you be to recommend us?
Upgrade blockers are a huge theme here—passives often cite annoying friction, missing features, or value that doesn’t quite match the price. If you can spot the repeated blockers, you’ve found your roadmap. [2]
Feature awareness matters too—they might not realize that the feature they're missing actually already exists. AI-powered follow-ups can quickly probe their knowledge without leading them, so you prevent churn with a simple tutorial or nudge.
Because AI follow-ups can read between the lines, they adapt the second and third questions to clarify what would actually create delight.
Turning detractor feedback into retention strategies
Detractors (0-6) often hurt, but if you ask the right questions, they can give you the honest truth you need to keep future churn at bay. Their voice is your roadmap to fixing what’s broken or missing.
Pain point surfacing: Zero in on what drives frustration.
Competitive threat: Are they eyeing a competitor?
“Must-have” improvements: What would actually win them back?
Example 1: Pain point probe
What frustrated you most while using our product?
AI follow-up: Has this problem happened more than once?
Example 2: Competitive check
Are you considering leaving for another tool? Which one and why?
AI follow-up: What features or experience do you wish we had?
Example 3: Retention ask
What’s the one improvement we could make for you to stay?
AI follow-up: How soon would you expect to see this change?
Example 4: Value shortfall
Is the product delivering the value you expected?
AI follow-up: How does this compare to what you were promised or saw in marketing?
Timing is everything—if you catch a detractor before they actually churn, their pain is fixable and their trust is salvageable. Using conversational in-product surveys, you can trigger the NPS prompt right after a known friction event (like a support ticket), not months later.
Good practice | Bad practice |
|---|---|
Targeted pain point probing after negative events | Generic “Why did you rate us low?” question weeks later |
Specific feature or flow follow-up | One-size-fits-all “What could we do better?” |
Real-time feedback inside the product | Email form with no context or urgency |
Analyzing NPS responses with AI for actionable insights
Getting people to respond is only the first step—what you do with answers is where the magic happens. With hundreds or thousands of NPS responses, only AI can surface patterns, sentiment shifts, and churn predictors fast enough for SaaS teams to react.
AI survey analysis using tools like Specific’s chat-based reporting lets you cut across segments and spot risks or opportunities instantly.
Example analysis prompt 1: Churn risk detection
What are the top warning signs for churn among detractors in the last quarter?
This context makes it possible to address issues before they snowball. Research shows that analyzing NPS responses with AI and NLP increases insight accuracy and cuts the lag between feedback and action. [8]
Example analysis prompt 2: Feature request trend
Which features are most frequently requested by passives versus promoters?
Identify what upgrades could push passives into promoter territory or keep your advocates loyal.
Example analysis prompt 3: Sentiment over time
How did sentiment among power users shift following our last major release?
This helps you understand trends and whether your product evolution is delivering more delight or creating new pain.
Specific enables this by letting teams chat directly with AI about live survey data, revealing trends like drop-offs after feature launches or spikes in positive feedback after a support change. Explore chat-based AI NPS analysis.
The real secret? Tracking NPS trends over time shines a spotlight on problems before they metastasize. Don’t just look at the latest batch—watch how sentiment ebbs and flows with product changes or new offerings. [7]
Implementation tips for SaaS NPS campaigns
When it comes to NPS in SaaS, timing is key. Trigger the NPS question after a relevant milestone—post-onboarding, after a new feature launch, or after the user contacts support. This way, feedback is fresh and contextual. In-app surveys perform best because users are already engaged. [6]
Frequency controls are your friend: quarterly or bi-annual pulses are common, but don’t drown users in requests. Too many surveys mean lower response quality. [9]
Segmentation strategies matter—set different triggers for new versus seasoned users, freemium versus paid, or even by company size and use case. Tailor both your invite timing and your follow-up question set to fit each group. [8]
After collecting feedback, always follow up: automate workflows for promoters (request referrals or reviews), hand off detractors for authentic personal outreach, and set up onboarding flows targeting passives who need a little nudge to find hidden value.
Specific’s AI survey editor simplifies the process—describe the kind of NPS survey you want, and the AI instantly spins up the full experience. Natural, conversational surveys don’t just get more answers—they deliver richer, trust-building exchanges.
This approach transforms NPS from a vanity metric into a true engine for SaaS growth—each conversation is a chance to win or keep a loyal customer.
Transform your NPS program with AI-powered conversations
Ready to unlock deep customer insight and turn every NPS response into growth? Conversational, AI-powered NPS surveys reveal what churns, what wows, and what upgrades. Don’t let another month go by guessing. Create your own survey and see what your SaaS customers really think.