Understanding and satisfying consumers is the key to success in the Software as a Service (SaaS) industry. SaaS suppliers need to innovate and adapt constantly to remain competitive. Have you ever wondered how they can achieve this competitive status? One important way to innovate and adapt is through surveys.
The following article will look at various SaaS customer feedback questions that provide insight into various aspects of the customer experience. These questions also give SaaS providers a thorough view, enabling them to enhance and develop their products. Including multiple methods of questions, this guide will lead you through your company's success.
What is a SaaS customer survey?
Software as a service (SaaS) customer survey is a method that SaaS companies use to gather customer feedback and learn more about customers' experiences and opinions.
These surveys provide SaaS organizations with the essential data they require to enhance their services continuously. SaaS customer surveys may address several subjects, such as feature developments or user happiness.
While some companies want to get consumer feedback on specific incidents, others would instead inquire regularly to measure changes in customer satisfaction. Effective SaaS surveys go beyond simply gathering data and closely examining consumer feedback. You can also better understand how customers' requirements and preferences change over time in the length of time they have been using a product.
15+ essential questions to ask your SaaS customers in surveys
Customer feedback surveys are vital for all businesses to improve. In this regard, selecting the right questions plays an important role. Business owners can seek inspiration from our customer satisfaction survey templates or the questions below.
As a free survey tool, forms.app, will guide you in this regard with many existing templates and guides for SaaS surveys. Here are 15 crucial questions that have been carefully prepared to explore the importance of customer feedback. Every question is created to explain distinct parts of the customer experience, giving a comprehensive understanding.
1. How likely are you to recommend us to your friends?
This is a Net Promoter Score (NPS) question, which measures client loyalty and satisfaction. It is reasonable to anticipate customer loyalty and advocacy from NPS, which develops its use beyond primary satisfaction surveys.
NPS questions are frequently added to feedback surveys. A low NPS indicates possible areas for improvement and customer appeal initiatives. A high number means happy customers who are likely to recommend the brand.
💡You can ask your NPS questions with star ratings or opinion scales.
2. What are your primary goals for using our product?
This question aims to learn more about the precise goals and intents that users have in mind when buying your product. The primary goal is to match the product's features and functions with the user's intended usage to provide a more customized and fulfilling user experience.
SaaS companies should consider including this question in their feedback surveys. This way, SaaS organizations can maintain a close relationship with their user base and encourage a customer-focused approach to product development.
💡The answer options can vary depending on your industry or product.
3. How would you rate the ease of use of our software?
The question aims to gather user perceptions about the software's ease of use by asking respondents to rate it, usually on a scale from 1 to 5 or 1 to 10. This measure is necessary for software developers and businesses because it captures the user's understanding.
A high rating suggests that users find the software easy to use, whereas a low rating points to areas that require improvement. This question is a typical example of the Customer Effort Score (CES) methodology. It is essential to pay attention to user feedback, particularly their ratings and reviews. They can provide valuable insights for enhancing the program's usability and overall user experience.
4. Why did you choose us rather than the competitor brands?
The business can be informed about perceived strengths and shortcomings by asking users or customers to identify unique features or advantages. Knowing how customers view excellent benefits and features helps the company improve its marketing tactics. With this knowledge, the company creates a more robust value offer.
Overall, this question thoroughly comprehends a business's place in its industry. A company can strategically take advantage of its competitive advantages by examining the answers to this question. In light of this, assessing a company's place in its industry is essential for any enterprise hoping to prosper in today's ever-changing business environment.
5. Which version of the product — the desktop or mobile — do you prefer?
This question aims to learn about user preferences for the platform they utilize for interaction. It helps determine which version people prefer and might help developers make assessments about feature optimization for a specific platform. By prioritizing activities and allocating resources more effectively, the development team can improve the user experience.
The company needs this data because it gives developers a starting point for improving and customizing the user experience. These observations help to create a more nuanced view of user behavior, regardless of whether consumers like the mobile interface or the desktop version.
6. How was the support you received?
This question aims to assess how well customer support services work. Organizations can maintain high standards for measuring and maintaining customer satisfaction and enhance support functions, contributing to the overall evaluation of customer support service performance.
Also, this question is typically associated with the Customer Satisfaction Score (CSAT) methodology. CSAT scores are frequently used by businesses in the customer journey to monitor customer satisfaction levels and modify their support procedures to serve customers' demands better.
Here are some possible answer options for this question:
- Excellent
- Good
- Normal
- Fair
- Poor
7. Did the product meet your expectations in general?
Considering several different characteristics, this question aims to obtain the user's overall impression of the product. Positive feedback indicates a high product-market fit by confirming that the product meets expectations. On the other hand, when users voice discontent, it shows possible areas that could use improvement.
Businesses may create a feedback circle by incorporating a customer feedback system and routinely soliciting client information in order to enhance their products. Adding a targeted question that elicits thorough input on the features, quality, and overall experience of the product is one efficient approach.
8. Did you encounter any challenges during usage?
This question offers insightful information about potential pain areas that could prevent a flawless user experience by asking users to describe particular difficulties. By asking this question, companies can show their attention to the consumers.
Using a user-centric strategy, businesses show they are responsive and can handle problems before they become problems. It encourages cooperation and partnership between the company and its customers.
9. How long have you been using our product?
This question offers essential context regarding the user's knowledge and understanding of the service. The answers to this question can be beneficial in determining customer loyalty and the product's long-term usefulness. A critical measurement of a product's long-term value and attractiveness is its use length.
Long-term users of the outcome could have insights regarding how it has changed over time, thus leading to improvements in product features. To put it briefly, one seemingly straightforward question may yield an enormous amount of insightful data that can support long-term company success.
Here are some possible answer options for this question:
- Less than 2 months
- 2-4 months
- 4-12 months
- More than 1 year
- For many years
10. Are there any improvements you would suggest for the software?
This open-ended question asks people to express their perspectives, from feature changes to user interface improvements. Any more remarks or recommendations from users will be helpful. The product team may better understand customer preferences and needs by gathering and evaluating this input. They can then use this knowledge to guide product updates and enhancements.
Evaluating the answers to this question gives businesses a plan for specific enhancements. When carefully assessed and put into practice, this user-generated feedback may result in innovations, feature upgrades, and a general product development that smoothly fits in with the always-changing expectations of the user base.
11. What is the primary reason for canceling your subscription?
The purpose of this question is to ascertain what conditions or reasons may cause a user to discontinue using a specific product. This question also emphasizes that addressing consumer dissatisfaction is vital for companies to maintain customer loyalty and product success.
Understanding the root causes of customer attrition can help companies make informed decisions about product improvements and customer service strategies. This proactive strategy supports both the ongoing evolution and retention of current clients.
12. What challenges led you to sign up for our SaaS product?
Companies can include this question in their surveys to detect particular difficulties or issues that spurred users to sign up for the SaaS solution. By focusing on the user's needs, businesses may better target their marketing campaigns.
By asking this question, companies hope to learn more about the pragmatic factors or problems affecting users' decision-making. Answers to this question provide insightful information to help the company enhance its messaging and offers.
13. If you could no longer use our product, how could it affect you?
A company seeks to understand the product's function in the user's life by posing this question. It offers the business insightful input on how valuable people think the product is. It's important to consider how essential a product is to the tasks or processes of the user.
The responses to this question offer essential information about how users see the product's value. If most respondents could say they will be disappointed, you have done your job very well. Otherwise, you may think of improving some aspects of your product.
Here are some possible answer options for this question:
- Your product is essential to my operations; thus, its removal would cause severe disruptions for me.
- Its withdrawal would have minimal impact on my daily activities.
- Since I don't often use your products, its discontinuation won't impact me.
- I am not sure.
14. What are the most important features you use in our product?
This question aims to help the firm determine which particular features or elements of the product are most valuable. The business may customize its advertising efforts by determining and emphasizing the most valuable attribute.
Collecting customer feedback enables the business to refine its approach, guaranteeing that the SaaS product stays relevant and essential. This knowledge is a compass for businesses, directing where to make improvements and allocate resources.
15. Which features should we implement next?
By posing this question, a business hopes to get insight into the preferences of its user base by relying on their collective knowledge. Since this question is broad, it can typically be included as the last survey question, asking for the final thoughts.
This question allows the company to prioritize feature development for a product or service based on its consumer audience's needs and desires. The gathered insights serve as a guide for the business to coordinate its next advancements.
How to create a customer survey for your SaaS
After discovering the importance of SaaS surveys and reviewing the prepared question samples, you may wonder how to create your online form. This section will explain the step-by-step process of creating an online SaaS feedback form.
Using forms.app to create a client survey for your Software as a Service (SaaS) is simple and easy. With the online form builder forms.app, you can quickly and simply build personalized surveys. Here's a detailed how-to:
1. Create a new account or sign in
Create your forms.app account
You can start your adventure by making a new account. If you're already a member of our expanding community, just sign in. You will then be able to utilize all of the member's features and advantages.
2. Use the templates or start from scratch
Choosing a beginning option
Decide whether to use one of the customer feedback survey templates or start from scratch. SaaS-related templates are available for customer happiness in forms.app.
3. Add questions & edit
Adding questions and fields to your SaaS customer survey
Use the form builder to add questions to your survey. Include questions about feature preferences, usability, contentment, and any particular areas you would like to include in your SaaS customer survey.
💡 forms.app offers various question formats, including long/short text, star rating, and selection matrix questions.
💡 To offer a more dynamic and unique survey experience, use the conditional logic feature of forms.app. Your questions will appear based on prior answers or don’t.
4. Share your survey
Choosing a sharing option for your SaaS customer survey
After editing your questions and finalizing your survey, it is now time to share it. You can benefit from forms.app’s various sharing options, such as embedding, posting on social media, and sending directly. Additionally, you may use one more step to make your survey to achieve the specified ultimate goals.
5. Analyze responses
Analyze your SaaS customer survey responses
Statistics will give you a lot of helpful information. forms.app offers excellent insights with the statistics page for your survey responses. Analyze answers to make informed decisions. Your form replies may be filtered based on a variety of criteria, and you can even create extensive filters with conditions.
💡The analysis part is the true purpose and advantage of surveys.
Best ways to share your SaaS customer survey
forms.app offers many sharing options for your survey, thus enhancing your brand's visibility. You may reach a larger audience and raise the possibility of receiving insightful feedback from your target audience by selecting from sharing options. Here are the sharing methods:
How to share your SaaS customer survey
- In-app pop-ups: In-app pop-ups are a user interface feature that appears within the application. As a strategic point, you could consider displaying the pop-up after the user completes a specific action.
- Website pop-ups: Website pop-ups overlay the web page's content, unlike in-app pop-ups, which occur within a specific application. These pop-ups have a variety of uses. Website pop-up windows should also be thoughtfully planned and scheduled to improve user experience.
- Links: After completing the survey, users can access a link share option to generate a specific URL. They can invite collaborators or responders to view and utilize the form immediately by copying and sending this link.
- Emails: You can click the email button on the share page to share your survey directly. You can edit the titles and content of your email and add contacts to send your form to your audience.
- Social media: You may choose which social networking network, such as Facebook, Twitter, LinkedIn, etc., to share the form on. Just select the relevant button for sharing!
Conclusion
In conclusion, SaaS businesses may utilize the ten thoughtfully constructed customer survey questions discussed in this article as a guide to help them go through the details of user satisfaction and product development. This way, the companies hold a competitive edge in the dynamic SaaS landscape.
Using a free survey tool, like forms.app, becomes essential to improving the survey development process. Overall, thoughtful survey questions, technology, and analysis enable SaaS companies to meet new client expectations and increase the quality of customer services for existing customers. Catch up with today’s business strategies and learn customer preferences with forms.app!
Ayşegül is a content writer at forms.app and a full-time translation project manager. She enjoys scrapbooking, reading, and traveling. With expertise in survey questions and survey types, she brings a versatile skill set to her endeavors.
