Survey template: SaaS Customer survey about customer effort score (ces)

Measuring user experience with customer effort score (CES) is crucial, but building surveys that deliver real insights can be a slog. That's why we built this AI survey template for SaaS customers—so you can use and try this template to start gathering actionable feedback instantly. At Specific, all our survey tools bring conversational, AI-powered experiences centered on quick value, great UX, and easy analysis.

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

Getting honest, detailed feedback from SaaS customers on customer effort often feels like pulling teeth. Traditional forms lead to incomplete answers or drop-offs, leaving teams guessing at user pains. That’s where conversational surveys flip the script.

Unlike static forms, AI survey templates powered by Specific engage respondents like a helpful chat—going beyond simple A/B answers. The conversation adapts in real time, asking tailored questions that keep SaaS customers engaged yet never annoyed. This personalized touch bumps up response rates dramatically; while classic online surveys stagger along at 10–15%, AI-powered conversational surveys deliver completion rates between 70% and 80%—huge gains for teams who need meaningful input fast. [1] Respondents aren’t just more likely to finish, they’re far less likely to abandon the process (typical abandonment drops from 40–55% to only 15–25% with AI). [2]

Why use AI for SaaS customer surveys?

With an AI survey builder like Specific, we generate dynamic, context-aware questions that adapt to your customers’ responses. That means higher quality feedback on customer effort—helping you take action quickly. Plus, our user experience is best-in-class for conversational surveys, removing the friction that slows down traditional survey research or leads to skipped questions. This approach makes feedback sessions feel natural and even enjoyable, leading to richer insights for product, UX, and growth teams.

Want to explore the best way to phrase your SaaS customer effort score questions? We break down research-backed approaches in our detailed guide to best questions for SaaS customer surveys about CES.

Automatic follow-up questions based on previous reply

One of the biggest breakthroughs with Specific is our use of AI to generate automatic follow-up questions—turning every response into a guided, insightful conversation. Instead of a rigid Q&A, our conversational surveys adapt in real time: when a SaaS customer responds, the AI analyzes what they’ve said and asks exactly the right next question, just like an expert would.

This matters because most survey answers—especially concerning customer effort—lack detail without further probing. With AI-driven follow-ups, you don’t have to chase people down over email or build branching logic for every possible reply. For example:

• SaaS Customer: "Sometimes the login process feels slow."

• AI follow-up: "Can you tell us more about which steps feel slow, or if there’s a particular point where you get stuck?"

• SaaS Customer: "Support took longer than I expected."

• AI follow-up: "How long did it take to get help, and how did that affect your overall experience?"

If you skip the follow-up, you might end up with vague data and no idea how to fix the customer experience. Our technology ensures you get clarity, not confusion. Want to see the real magic? Try generating an AI survey and watch how the conversation instantly adapts with automatic AI follow-up questions—it’s a new standard for insight gathering.

By using these smart follow-ups, the whole survey becomes a conversation, turning customers' lived experiences into actionable stories. That’s the beating heart of a true conversational survey.

Easy editing, like magic

Making changes to your AI survey template should be as effortless as chatting with a colleague. Specific lets you revise, refine, and update survey flows with just a quick chat—simply ask for what you need, and our AI survey editor works its magic. No more wrestling with forms, logic blocks, or endless menus; describe your changes and watch the AI apply expert tweaks in seconds. This level of ease kicks the old “edit and preview” method to the curb—whether you want to adjust phrasing, add new questions, or tune follow-up depth. Explore more about this flexible workflow in our AI survey editor product feature.

How to share: landing pages and in-product survey delivery

Flexible delivery is a must for SaaS customer effort score (CES) surveys. Depending on your goals, you can use:

• Sharable landing page surveys—Ideal for targeted email outreach, customer newsletters, or direct links in support tickets. This is great if you want to collect feedback outside your app (post-purchase, onboarding, or after a major feature launch).

• In-product surveys—Embed the survey directly inside your SaaS tool. This approach shines when measuring CES moments tied to specific user actions, like after onboarding, post-support, or at key activation milestones. Your users answer while context is fresh, and response rates naturally soar.

Of the two, in-product delivery is often the winner for SaaS teams chasing real-time, contextual feedback—use landing pages when you need reach beyond the app or want to survey users after they leave the product environment.

If you need step-by-step walkthroughs on options (plus best practices), see our guide on how to create a SaaS customer survey about customer effort score (CES).

Instant analysis: AI-powered insights, zero headaches

Once the responses are in, Specific’s AI survey analysis features jump into action. Forget spreadsheet exports and manual data crunching; our AI summarizes answers in a flash, detects recurring themes, and gives you instant, actionable feedback. With instant topic detection and the option to chat directly with the AI for deeper dives, you get the answers you need to move fast, not wait days or weeks as with old school methods (AI-powered analysis can shave timelines from weeks to minutes). [3]

Keen to understand how this works in practice? Dive into our walkthrough on how to analyze SaaS customer customer effort score (CES) survey responses with AI and see how quickly you can turn data into decisions.

Use this customer effort score (CES) survey template now

Accelerate your SaaS feedback game—unlock smarter questions, instant follow-ups, and powerful AI insights with this customer effort score (CES) conversational survey template. Collect richer data and make better decisions, starting today.