Survey template: SaaS Customer survey about product usability

Getting real, actionable feedback from SaaS customers about product usability usually means struggling with low engagement and incomplete answers. That’s why we built an easy way to use and try this AI-powered survey template—powered by Specific’s advanced conversational survey capabilities—to help you gather insights that actually drive change and improvement.

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

Traditional surveys often fall flat with SaaS customers. You get one-word answers or people simply abandon the form. In contrast, a conversational survey feels like a natural chat—asking questions as if you were sitting side-by-side with each customer. With Specific’s AI survey template, you aren’t just sending out another boring form; you’re offering your customers a more human and engaging way to share their experiences.

Manual survey creation is a slog: you need to craft every question, predict follow-up paths, and still face response rates that rarely hit 15%[1]. AI-powered survey generators like Specific change the game. They ask tailored questions, adjust in real time based on answers, and lift response rates up to an impressive 70–90%[2]. This isn’t just theory—the data is clear: adaptive, conversational AI surveys reduce drop-off dramatically, bringing abandonment rates down from up to 55% with old forms to just 15–25% using AI[3].

Why use AI for SaaS customer surveys?

• Contextual conversations: AI follows up with thoughtful probes, ensuring you really understand what frustrates or delights your users.

• Higher engagement: The chat-like experience feels familiar, making SaaS customers more likely to reply openly and completely.

• Faster results: What used to take weeks—from deploying to analyzing—now happens in hours, as AI takes care of the heavy lifting[3].

• Quality over quantity: Specific’s conversational surveys help you uncover deeper usability insights, not just surface-level stats. For example, see our guide to the best questions for SaaS customer product usability surveys.

All of these benefits are built into Specific’s conversational survey experience, giving both survey creators and SaaS customers a smooth, engaging journey from start to finish. If you’re curious about building your own from scratch, try our AI survey generator to see the flexibility for any use case.

Automatic follow-up questions based on previous reply

One of the biggest breakthroughs Specific brings is smart, automated follow-up questions. Our AI acts like an expert interviewer, listening to each customer’s answer and responding with relevant follow-ups—right in the flow of the conversation. This gives you richer, more precise insights, unlike static forms that simply move to the next question regardless of context.

Manual follow-ups via email are slow and risk being ignored, while static surveys often leave you hanging with vague answers. Here’s what that looks like in practice:

• SaaS customer: “The dashboard feels confusing sometimes.”

• AI follow-up: “Can you share more about what aspects of the dashboard cause confusion, or a situation where you found it unclear?”

If you skip the follow-up, your feedback stays surface-level—and you may never know what really needs fixing. Don’t just take our word for it: see how follow-ups work in depth on our automatic AI follow-up questions page.

Try generating a survey and experience these natural, context-aware conversations in action. The difference is night and day.

Follow-ups turn a survey into a genuine conversation, making yours a truly conversational survey.

Easy editing, like magic

No more wrestling with complicated survey builders or coding logic. With Specific’s AI survey editor, you just chat naturally: tell the AI what you want changed—maybe add a new question, edit the tone, or tweak follow-up depth—and Specific instantly updates your template with expert-level precision. Making changes is as simple as asking, and complex edits take just seconds thanks to the AI doing all the hard work. Read more about how this works on our AI survey editor feature page.

Survey delivery: sharing and in-product

Getting your survey in front of SaaS customers where and when they’re most likely to respond is essential. Specific makes this effortless, offering:

• Sharable landing page surveys—Perfect for emailing to users, including in newsletters, or posting in communities. Instantly collect product usability input without needing any code or integration.

• In-product surveys—Best for real-time feedback at the exact moment SaaS customers are interacting with your product. Understand feature usability, detect friction, and capture feedback from active users with zero friction—right where they’re engaged.

For product usability surveys, in-product delivery usually gives you the highest quality insights, because you’re catching users in their natural environment—no recall bias or distractions. But don’t underestimate landing pages for gathering feedback from lapsed or broad customer segments.

If you want to explore more delivery ideas, check out our detailed guide on how to create SaaS customer surveys about product usability.

AI-powered survey analysis—insights in minutes

Collecting feedback is just the start. Specific’s AI survey analysis engine instantly summarizes responses as they arrive, detects underlying themes, and surfaces actionable findings without you lifting a finger. No more spreadsheets or endless review sessions—just clear, automated survey insights you can act on today.

You can even chat directly with the AI about your results, diving deeper into specific usability issues or comparing feedback across user segments. Curious about the next steps? Read our full breakdown on how to analyze SaaS customer product usability survey responses with AI.

Use this product usability survey template now

Gather real SaaS customer feedback that’s deeper, richer, and more actionable—instantly. Use this expert-built AI survey template from Specific and discover product usability insights you’d never get from a traditional form.