Survey template: SaaS Customer survey about support response time

If you care about measuring SaaS customer experience, support response time surveys matter—but launching one shouldn’t be slow or painful. That’s why you can use and try this AI survey template from Specific, and see real insights instantly.

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

Anyone who’s managed SaaS customer feedback knows the hassle: you build a survey, hope for answers, and end up fighting low engagement or ambiguous responses. Traditional surveys put too much effort on you, and frankly, your customers are tired of forms that don’t “get” them. Enter the world of AI-powered conversational surveys, where the entire process feels less like an interrogation—and more like a genuine dialogue.

So what makes an AI survey template different? Instead of rigid forms, AI-driven survey templates use real-time conversation logic to adapt questions, probe deeper on critical topics like support response times, and collect nuanced, honest reactions from SaaS customers. Here’s why that matters: traditional surveys usually see completion rates around 10–15%, while AI-powered surveys jump to 70–90% completion rates thanks to their adaptive, friendly nature [1].

Why use AI for SaaS customer surveys?

• Higher engagement: Respondents prefer chat over long forms—it’s familiar and mobile-friendly.

• Better data: Dynamic questions trigger richer, contextual insights for benchmarking support response time or NPS.

• Faster turnaround: AI builds, launches, and analyzes surveys in minutes rather than days [3].

Specific takes this to the next level—its conversational surveys offer a best-in-class user experience for both SaaS customers giving feedback and teams gathering insights. Every tool here is part of the Specific platform, built from the ground up for conversational feedback, not old-school forms. If you want deeper insights on SaaS customer support, this is the new gold standard. Want ideas for great survey questions? See our guide on the best questions to ask about support response time.

Automatic follow-up questions based on previous reply

Here’s the secret sauce behind conversational surveys: automatic AI follow-up questions. Specific’s AI-driven survey logic actively listens and responds to each answer, just like a skilled support manager would. If a SaaS customer mentions that "response time is slow," the AI probes for the why, the context, and what would help—leading to richer data, not dead ends.

Compare this to static forms, where you get vague responses and have to play email tag:

• Customer: “Sometimes it takes a while to get a reply.”

• AI follow-up: “Could you share when you last experienced a slow response? Was it during business hours or off-peak times?”

Without these smart follow-ups, your feedback ends up half-baked and hard to act on. The beauty of Specific’s conversational structure is that the entire dialogue unfolds in real time, so you always get clarity and context—no need for extra back-and-forth or lost opportunities for insight.

Curious how this feels in action? Try generating a survey and notice how follow-ups change the entire pace of the conversation.

With AI-powered followups, your survey stops feeling like a form and starts feeling like a real conversation. That’s what makes it a truly conversational survey.

Easy editing, like magic

Editing your SaaS customer survey template should take seconds, not hours. Inside Specific, we’ve made survey editing effortless. Want to swap a question, add new support themes, or change follow-up logic? Just describe what you want in chat, and the AI survey editor does the rest—using expert knowledge about SaaS customer support best practices. The days of clunky drag-and-drop or endless option menus are over; you say it, AI fixes it, and your updated template is ready.

That’s what makes it “editing like magic”—AI handles all the tedious detail work, so you stay focused on the results.

Survey delivery: landing pages and in-product

Once your SaaS support response time survey is ready, delivering it to users is simple and context-sensitive. Here’s how:

• Sharable landing page surveys: Instantly publish your survey on its own web page—perfect for sending via email, chat, or newsletter to your customer list. Use this if you want broad reach or to target specific accounts outside your platform.

• In-product surveys: Embed a conversational survey directly within your SaaS application. This method shines for capturing real-time feedback from customers who’ve just interacted with support, right at the moment their impressions are fresh—no friction, no missed opportunities.

For support response time, in-product delivery is especially powerful—responses are contextual and immediate, plus you see what your customers think exactly when it matters most.

If you want tips on optimal survey timing, see our guide on how to create a SaaS customer survey about support response time.

AI survey analysis: analyze responses effortlessly

Reviewing hundreds of SaaS support survey answers by hand? No thanks. Specific’s AI survey response analysis transforms raw replies into crystal-clear insight—on autopilot. Our AI analyzes every response, spots key themes, and summarizes what customers actually say about your support team—automatically. Just ask our system questions, and it gives you instant, actionable answers (think: “What’s the top reason for slow reply?”).

Want to go deeper? Check out our guide on how to analyze SaaS customer support response time survey responses with AI.

No spreadsheets. No grunt work. AI survey analysis makes it all effortless.

Use this support response time survey template now

Get to real insight faster—use this conversational AI survey template today. You’ll see better engagement, clearer context, and instant results that help you improve support for your SaaS customers. See for yourself why the best teams are switching to conversational feedback with Specific. Or if you want to create a custom survey about anything else from scratch, use our AI survey generator.