Survey template: SaaS Customer survey about customer satisfaction (csat)

Getting actionable customer feedback is tough, but it doesn’t have to be—use and try this AI survey template to make SaaS customer satisfaction (CSAT) surveys simple and effective. With Specific’s conversational surveys, collecting and acting on insights feels as easy as chatting.

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

SaaS customer satisfaction surveys have a notorious reputation: low completion rates, clunky forms, and responses that barely scratch the surface. People dread filling out static questionnaires—and teams often end up with incomplete data that’s hard to trust.

This is where AI-powered conversational surveys come in. Unlike traditional forms, conversational surveys mimic natural back-and-forth chat, adapting their flow based on the respondent’s answers. That makes the experience more approachable and personal—which is exactly what SaaS customers appreciate.

Here’s how AI survey templates stand out:

• Higher Completion Rates: Traditional online surveys finish with completion rates around 45%-50%, but AI-powered conversational surveys have shown completion rates of 70%-80% and far lower abandonment rates. That translates to richer, more reliable feedback you can actually use. [1][2]

• Personalization: Every SaaS customer gets a tailored journey—AI adapts questions in real time, probing where answers are vague and skipping irrelevant branches. The survey feels more like a helpful chat than a data grab.

• Deeper Insights: AI can dynamically code open-ended responses and nudge users for details, producing context you’d miss on a form. [3]

Why use AI for SaaS customer surveys? The adaptive nature of AI surveys means your customers are actually heard—no more incomplete data or surface-level feedback. You spend less time building and chasing answers, and more time improving your product. At Specific, we’re committed to making this experience smooth for both survey creators and SaaS customers, so you get quality CSAT feedback without the friction. If you want tips on crafting these conversations, check out our guide on the best questions to ask in saas customer satisfaction (csat) surveys.

Ready to skip manual form-building? That’s the difference AI survey templates offer. You can find more on how to create custom AI surveys from scratch using our AI survey generator too.

Automatic follow-up questions based on previous reply

One major weakness of traditional SaaS customer satisfaction surveys is ambiguity. Respondents give unclear or incomplete feedback, and if you want clarification, you’re forced to chase them down by email after the fact—an exhausting process for everyone involved. With Specific’s conversational AI engine, that pain disappears. Our surveys ask follow-up questions instantly, right after the initial answer, to draw out extra context, uncover nuance, and ensure rich feedback.

Picture this:

• SaaS customer: “Support was fine, but not amazing.”

• AI follow-up: “Could you tell me more about what you expected from support that was missing?”

• SaaS customer: “The dashboard is sometimes slow.”

• AI follow-up: “When does the dashboard feel slow, and does it impact your workflow?”

If you never ask follow-ups, vague responses like those above remain unexplored—leading to guesswork instead of action. You can read more on how Specific’s automatic AI follow-up questions work and why this feature is a game changer.

These follow-up questions turn your survey into a thoughtful conversation. The AI adapts, like a skilled interviewer, so every SaaS customer feels understood—and you get answers you can trust.

Easy editing, like magic

Creating and tweaking survey templates should be as easy as chatting with a colleague. With Specific, you just describe what you want—change a question, adjust tone, add new branches for SaaS customer logic—and the AI will update your survey instantly. No coding, no complex forms, and no dragging boxes around for hours. This means edits that would take 30 minutes (or an entire meeting) are now done in seconds, with all the expert context built in.

Want to know how to shape a survey from scratch? Our AI survey editor shows how you can collaborate with AI to build your perfect SaaS customer satisfaction survey.

How to deliver your survey: In-product or sharable landing page

Specific lets you deliver your conversational survey in the way that makes the most sense for SaaS customer satisfaction feedback. Both delivery methods are simple:

• Sharable landing page surveys: Send a unique link to your SaaS customers via email, chat, or social media. Perfect if you want to reach a group after a product update or as part of an ongoing CSAT initiative.

• In-product surveys: Embed the survey directly inside your SaaS product or web app. Ideal if you want real-time, contextual feedback while customers are using your software—like after an interaction with support, a new feature launch, or an account milestone.

For CSAT surveys, in-product delivery tends to produce the most actionable responses (since you catch users in the context of their actual experience), but landing pages work well for broader, campaign-based outreach too. You can pick what fits your workflow best.

For a full walkthrough on getting started, check out our step-by-step guide on how to easily create a SaaS customer satisfaction (CSAT) survey using Specific.

Analyze responses in seconds with AI

After the feedback rolls in, we use GPT-powered AI to summarize all responses, highlight key trends, and extract actionable insights—no more combing through messy spreadsheets. The platform detects survey themes, organizes CSAT feedback, and even lets you chat with the AI about your survey data. Dig deep, ask follow-up questions, and get context around customer sentiments instantly.

If you want even more depth, read our deep dive on how to analyze SaaS customer satisfaction (CSAT) survey responses with AI.

Use this Customer Satisfaction (CSAT) survey template now

Get higher completion, richer SaaS customer insights, and instant AI-driven analysis—all by using this conversational CSAT survey template right now.