Survey example: SaaS Customer survey about customer support satisfaction

This is an example of an AI survey designed for SaaS customers about customer support satisfaction—see and try the example now! Gather more specific insights and make better decisions using smarter questions.

Many teams struggle to get meaningful, actionable feedback with traditional customer surveys—responses tend to be incomplete, generic, or just miss the real problems entirely.

At Specific, we build the tools that make conversational, AI-driven surveys radically easier, faster, and more insightful than anything old-school forms deliver. Every tool you find here is part of Specific’s platform.

What is a conversational survey and why AI makes it better for SaaS customers

Let’s face it: creating an effective customer support satisfaction survey for SaaS users is a challenge. Most teams settle for clunky forms or email questionnaires, then end up with low completion rates and unhelpful responses. We know this pain all too well.

Here’s where the conversational AI survey comes in. Instead of hitting your users with a wall of form fields, you start a natural chat—the kind that actually feels human. These surveys adapt the conversation to each answer, just like a thoughtful interviewer would. That’s what makes an AI survey example so compelling for SaaS customer feedback.

The old way? Do-it-yourself or template-based forms, maybe with a sprinkling of logic jumps. The new way with AI? Dynamic, context-aware chats that feel personal, quick, and even enjoyable to complete.

Why use AI for SaaS customer surveys?

• Higher completion, lower drop-off: AI-powered surveys can achieve up to 90% completion rates by instantly adapting to each respondent and making interactions more engaging compared to static forms [1].

• Superior insights: A study with 600+ participants showed that AI conversational surveys pull in richer, more relevant, and actionable responses, helping teams get to the real issues faster [2].

• Massive time savings: AI does the hard work—writing, sequencing, and following up—so you never build surveys from scratch again. Want more question ideas? Check out our guide to the best questions to ask your SaaS customers about support satisfaction.

With Specific, you get not only the leading AI survey builder, but also a best-in-class conversational user experience—meaning higher quality feedback, minimal friction, and a survey that people actually want to finish. If you want a totally custom setup, you can use our AI survey generator from scratch too.

Thinking about running your own survey? Learn how with our how-to guide for SaaS customer support satisfaction surveys.

Automatic follow-up questions based on previous reply

The magic of Specific’s conversational surveys is automatic AI follow-up questions. Unlike static surveys, our system reads every answer and asks smart context-based follow-ups—just like a top researcher would. This makes every conversation richer, pulls out the real reasons behind each answer, and allows us to gather deep context in real time.

Manual follow-ups (like emailing customers to clarify their feedback) are a time sink. With AI, all this happens instantly and automatically, so you’re never left guessing what your customers meant. These automatic follow-ups can boost engagement and double the clarity of your results [2].

Here’s how things can fall apart if you skip the follow-up:

• SaaS customer: “It was okay, but could be better.”

• AI follow-up: “Could you tell me what specifically could be improved in your experience with our support team?”

Unclear answers become genuinely useful when a well-crafted follow-up asks for specifics. See more examples of this in our feature breakdown: automatic AI follow-up questions.

Honestly, you have to try generating a survey yourself and see how natural it feels. Every follow-up turns the survey from a cold questionnaire into a real two-way conversation—it’s not just a survey, but a genuine conversation with your SaaS customer.

Easy editing, like magic

With Specific, editing your survey is as intuitive as chatting with a friend. Want to rephrase a question, add new logic, or change the tone? Just say what you want in plain English. The AI-powered survey editor handles all the structure, branching, and best practices instantly—no fiddling with forms or logic builders required.

You can tweak your AI survey example in seconds. The AI brings expert-level knowledge so you always get sharp, research-backed questions with no heavy lifting on your end.

Survey delivery: meet your audience where they are

To get the best feedback on your customer support satisfaction, your survey needs to reach SaaS customers at the right moment. Specific makes delivery simple:

• Sharable landing page surveys:

  • Great for sending out via email, sharing in SaaS community channels, or posting inside onboarding sequences.

  • Perfect if you want wide, public feedback or need a link-based survey—common for post-support follow-up.

• In-product surveys:

  • Embedded right in your SaaS app, so the survey appears directly after a support ticket closes or at a critical moment in the workflow.

  • Best choice for hyper-targeted feedback, like asking users immediately after they interact with live chat or submit a help desk request.

Most SaaS teams benefit by using in-product delivery for real-time, context-rich feedback post-support interaction—but it’s simple to combine both. Learn more about your delivery options here or dive into in-app targeting here.

Analyze survey responses instantly with AI

With Specific’s AI-powered survey analysis, you skip the spreadsheets and manual review. Our system instantly summarizes every response, extracts key patterns, and reveals actionable themes. AI can handle up to 1,000 customer comments per second [3], so no insight is missed. Want to drill deeper? Use our unique chat with AI to query your data on demand—just like you were talking to a research analyst. Features like automated topic detection and interactive analysis make this the most powerful tool for analyzing survey responses with AI.

See our deep-dive on how to analyze SaaS customer customer support satisfaction survey responses with AI for a full walkthrough. Automated survey insights mean you never have to sift through raw feedback alone again.

See this customer support satisfaction survey example now

Experience a true conversational survey in action—see how Specific adapts to each SaaS customer’s replies, asks smart follow-ups, and drives higher quality insights for your team. Try the example to transform the way you collect feedback from your customers, and uncover what actually matters.