Survey template: SaaS Customer survey about customer support satisfaction

Delivering timely, meaningful insights from SaaS customer support satisfaction surveys is a real pain if you rely on clunky forms—so if you're genuinely seeking actionable feedback, use and try this AI-powered conversational survey template from Specific for a modern experience.

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

Traditional SaaS customer support satisfaction surveys are infamous for low engagement, dull questions, and answers that barely scratch the surface. Most forms feel more like chores than conversations, which leads to poor completion rates and unreliable data. But what if collecting feedback actually felt human, simple, and interactive—for both you and your customers?

This is where the AI survey template comes in. Conversational surveys turn what used to be a cold, transactional form into a real dialogue. Instead of static, rigid forms, your SaaS customers chat naturally with an AI agent that adapts on the fly—offering questions, follow-ups, and clarifications just like a live interviewer would. That means you get richer responses and a higher completion rate.

If you’ve ever struggled to get enough meaningful responses, you’re not alone. AI-powered surveys consistently see completion rates between 70% and 90%, a massive leap compared to the 10–30% typical for manual surveys or static forms[1][2]. This isn’t just good for your data—it’s less frustrating for your customers, too.

Why use AI for SaaS customer surveys?

• Handles the tedious parts of question-writing—AI generates and reshuffles questions for you.

• Optimizes conversational flow and phrasing so customers stay engaged and respond more fully.

• Shortens your survey creation time from weeks to just hours or minutes[2].

• Provides expert-level templates (see more on best questions for SaaS customer support satisfaction surveys), all guided by Specific’s conversational engine.

• Lets you focus entirely on getting insight, not managing spreadsheets or boring survey builders.

Specific stands out here—its conversational survey tools create the best user and respondent experience on the market, making it the go-to platform for anyone who takes SaaS customer feedback seriously.

Automatic follow-up questions based on previous reply

We all know the pain of reading survey answers that are vague, unhelpful, or missing key context. This is especially true with SaaS customers—one-word replies or ambiguous feedback give little to act on. Specific’s AI-driven engine changes this by asking smart, real-time follow-up questions based on each respondent’s last answer, just like an expert interviewer would.

This means instead of your team chasing users with endless follow-up emails, the survey’s AI gently probes for more detail when it matters:

• SaaS customer: “The support was okay.”

• AI follow-up: “Could you share what would have made the support experience better for you?”

• SaaS customer: “Response times improved.”

• AI follow-up: “Was there a specific situation where you noticed this, and how did it impact your work?”

Without these adaptive follow-ups, responses stay vague and lack context—which means you miss out on meaningful insights. Thanks to AI, your survey adapts to each customer, capturing details that would otherwise be lost. This approach makes the entire experience smooth, efficient, and engaging[3]. Don’t just take our word for it—try generating a survey yourself and see the difference this conversational flow brings.

These smart followup questions make all the difference: your survey becomes an actual conversation, not an interrogation—living up to the real promise of a conversational survey. Learn more about how this feature works in depth at our automatic AI follow-up questions page.

Easy editing, like magic

We’re all too familiar with the hassle of making even tiny edits to a traditional survey—finding the right question, copy-pasting, repeatedly previewing, trying to get the logic right. With Specific’s AI survey editor, you just “tell” the AI what you want to change in plain language (“Add a follow-up asking about speed of support response,” or “Make the tone more conversational”), and it handles the update instantly, using professional research best practices each time[4].

There’s no redoing the entire structure or scouring through clunky settings—the AI takes care of hard and tedious work. You can tweak the survey’s logic, questions, or follow-up intensity in seconds, keeping your workflow breezy and focused. If you want to learn more, dive into the details at our AI survey editor feature explainer.

Deliver surveys: landing page links and in-product widgets

Reaching SaaS customers where they actually are—and getting real, unbiased feedback—can be a headache if you use only one delivery method. Specific makes distribution frictionless across two channels:

• Sharable landing page surveys:

  Perfect if you want to send the survey via email, embed it in a newsletter, or post it in a customer community. This works well for reaching a large, mixed group of SaaS users, especially after a big product or support update.

• In-product surveys:

  Instantly gather feedback while your SaaS customer is actively engaged inside your app—right after they interact with support or complete a helpdesk interaction. This captures fresh impressions and gets feedback from real users who just experienced your support, minimizing recall bias.

Most SaaS customer support satisfaction use cases benefit from in-product delivery since it reaches users when their experience is top-of-mind, but sending to a targeted group via a landing page can catch power users or those who didn’t submit a ticket.

Instant AI-powered analysis: from response to insight

Once responses start rolling in, there’s zero manual work needed. Specific’s AI survey analysis feature instantly summarizes every answer, detects repeating topics, and highlights actionable feedback. You don’t have to sift through piles of data or do complex classification—automated survey insights are a click away, and you can even chat with AI about your survey results for deep dives.

If you want a step-by-step guide, check out our write-up on how to analyze SaaS customer support satisfaction survey responses with AI. The process of analyzing survey responses with AI cuts days of manual work down to seconds[6].

Use this customer support satisfaction survey template now

Unlock richer feedback and deeper insights by making your SaaS customer support survey a genuine conversation, not a one-way form—start using this AI-powered template on Specific and see the difference in your customer data.