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50+ SaaS Customer Feedback Questions to Capture Actionable Insights for your Product

Want to capture actionable data from your SaaS product users? Check out the top SaaS Customer Feedback Questions to drive product growth and business success.  

The Software as a Service (SaaS) industry is experiencing unprecedented growth, with market projections expected to reach a staggering $374.48 billion by 2026. In this rapidly expanding landscape, businesses of all sizes are striving to capitalize on the immense opportunities presented by this buzzing market.

While the SaaS industry holds tremendous potential, success in this competitive arena hinges on a crucial factor—customer satisfaction.

To ensure your SaaS product stands out from the crowd and delivers exceptional value to your customers, capturing and leveraging actionable insights through customer feedback tools is paramount. Not just that, collecting SaaS feedback can also help closely monitor user experience, expectations, and perceptions to drive improvements in its design and functionality.

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To collect customer feedback in SaaS more effectively, your feedback surveys must comprise the right SaaS Customer Feedback Questions. Only with the right set of survey questions can you capture meaningful insights to drive SaaS product improvement. Here, we have jotted down the top questions that you can include in your SaaS customer feedback surveys to assess the product on different parameters and across different stages in the user journey. 

You can use these questions right away as templates or modify them as per your survey requirements. 

Table of Content

SaaS Customer Feedback Questions

When you want to collect meaningful feedback from your customers, you need to follow proper SaaS Feedback Strategies while creating your surveys. Including the right questions in your surveys is most important among them. Here are some effective questions that you should include in your SaaS Feedback Surveys.

1. Product Market Fit Survey Questions for SaaS

A Product Market Fit question is targeted to know how much your products and services have the capability to satisfy the customers in a growing market. Basically, this type of  SaaS Customer Feedback Question helps you to know the real value of your products and services for the customers. Here is the SaaS product-market fit survey question you can include in your SaaS feedback form:

  • How did you discover this product?
  • How would you feel if this product no longer exists?
  • What would you likely use as an alternative if the product were no longer available?

2. Net Promoter Score Survey Questions for SaaS 

Net Promoter Score Question, which is also known as The Ultimate Question, is used to measure Customer Loyalty. It asks the users how likely they are to recommend your products and services to their known ones. The question is a one-in-all question that can give you a good idea about the customers’ satisfaction and loyalty towards your business.

It is obvious that customers only recommend a product to their friends and known ones when they themselves are truly satisfied with the product. So a good rating given by the customers in the NPS survey question means that customers are satisfied with your product. The question is as follows.

  • On a scale of 1 to 10, how likely are you to recommend our products and services to your friends and family?

A scale of 0 to 10 is provided as options for the customers to rate their experience, where 10 means ‘Most Likely’ and 0 means ‘Not at All Likely’ to recommend the product. 

The NPS question is followed by a follow-up question in your SaaS Customer Feedback survey to know the reason behind the customers’ rating.

  • Can you please let us know the reason for your rating?

3. Customer Satisfaction Survey Questions for SaaS

Customer Satisfaction (CSAT) question is used to measure the customers’ satisfaction with your products and services. You can use a CSAT Survey to measure any aspect of your business or the customers’ overall experience with your brand. The questions for client satisfaction surveys are as follows.

  • How satisfied are you with the experience with our product?
  • Were you able to find what you were looking for?
  • How would you rate the quality and usefulness of our product?

You can modify this question as per your survey requirement and the particular experience you want to ask about from the customers. A five-point rating scale is provided to the customers to choose the response option as per their experience. Five points can be expressed in different forms like Adjectives from Excellent to Poor, Self-explanatory smiley survey or emoticons, circle or star ratings, and more.

The CSAT survey's main question is always better to be followed by a follow-up question to know the reason for the customers’ selected rating. The follow-up question would be like this.

  • Could you please tell us the reason for your rating?

A SaaS Survey Software can help you add logic to your surveys and ask follow-up questions based on the ratings given by the customers. You can also use it to organize and process SaaS product feedback better and gain actionable insights. 

4. Customer Effort Score Survey Questions

The Customer Effort Score question is used to know how useful your products and services are for the customers in making their tasks and resolving their issues. By asking the right CES survey questions, you measure the customers’ agreement on a statement that states that your business helped them to get their job done. 

A seven-rating scale is provided to the customers to choose their responses from the options like Strongly Agree, Agree, Somewhat Agree, Neutral, Somewhat Disagree, Disagree, and Strongly Disagree.

The responses to your CES questions help you know how useful your customers find your product. A CES Survey is ideal for gauging customers’ experiences with your support teams. You can send a CES survey just after an issue resolution or customer ticket closure.

The main CES question is also followed by a follow-up question to know the reason behind the way your customers respond and how much they agree with the statement given in the CES question.

  • To what extent do you agree or disagree with the following statement? “The company made it easy for me to get my work done and issues resolved”.
  • Could you please let us know the reason for your rating?

5. SaaS Product Feature Feedback Questions

Another important question that you can include in your SaaS Survey is the Feature Feedback Question. When you launch a new product feature, and the customers start using it, you must use this question to know whether and how useful your customers find that feature. Customers’ feedback for your new product feature helps you know whether you have moved in the right direction or not. With this question, you can measure product feature feedback and assess how successful it has been in terms of solving a problem.  

  • What was your first reaction to the new feature?
  • How satisfied are you with the new feature?
  • Do you find the new feature helpful?
  • Please rate the new feature based on importance
  • Is there anything we can do to improve the feature?

6. SaaS Bug Reporting Survey Questions

Continuous improvement in your products and services is necessary to develop the best products. And such products are not developed in isolation. So you should encourage your customers to let you know about the bugs and issues they face while using your product. Bug Report Form Questions help you do exactly that. You should provide your customers with easy options to report a bug, or you can include a Bug Reporting Question in your SaaS Customer Feedback Surveys. 

  • Did you face any issues or bugs while using our product or any of its features?
  • Do you wish to report a bug in our product?
  • Found a bug? Please describe the bug /issue.

7. Customer Support Feedback Question

Customer Service is an essential part of your business. Studies suggest that around 90% of Americans consider Customer Service as a deciding factor in doing business with a brand.

If an amazing product attracts new customers, awesome customer support and services help in retaining them.

To ensure that our customer support agents are doing their jobs well and providing your customers with quality service and support, you must ask Customer Support Feedback Questions from the customers after customer support interactions. Asking the right question can also help you measure agent performance and find our actionable insights to improve the same. 

Here are some customer service survey questions you can include in your surveys.

  • Did you get enough support from us?
  • How would you rate the experience with our customer support team?
  • Are you happy with the support you received from our customer service team?
  • How was your experience with our support agent you just talked to?

8. Product Feature Request Survey Questions

What's the best way to improve and iterate your product? Ask the user what they expect from your product in the future by getting product feature requests. This helps you understand what the user expects from your product in the future, the feature they feel is missing, and what improvements they are expecting to see. Here are some of the product feature request questions that you can include as feedback buttons or in-app surveys to gauge useful information from the SaaS product users. 

  • What is the feature you'd like us to add?
  • Please describe how this feature would work
  • Any attachment you’d like to add to explain your feature request better?
  • How would you use the feature and what problem does it solve?
  • On a scale of 0-10, how important would this feature be to you?
  • Would you be willing to pay more for this feature?

9. Questions to Ask the Best and Worst Aspects

Collecting Feedback using Customer Feedback Software helps you know the strengths and weaknesses of your product, but only if you include the right questions in your surveys. Once you know the importance of SaaS feedback in terms of SWOT analysis, you can easily find out what makes your product stand out, areas of improvement, new feature addition opportunities, and more. If you want to know your product’s strengths and weaknesses, ask this  SaaS Customer Feedback question gauging the strengths and weaknesses of your product from your customers.

  • What is the one thing you like the most about our product?
  • What is the one thing you hate the most about our products and services?

10. User Information & Demographic Questions

User Information and demographic questions help you know more about your customers and be able to satisfy them better. These can be demographic questions that help you in dividing your customers into the right segments and then provide them with better product plans and services as per their requirements.

  • What is your age group?
  • How often do you use our products and services?
  • What is the exact reason for choosing our product?
  • What feature do you use the most in our product?

11. Questions to gauge Feedback at Different Stages of User Journey

Customer Feedback should be taken at all touchpoints to know how your customers' experiences are affected at each touchpoint. So along with the above questions, you can include a question to collect Customer Feedback about the specific touchpoint at which you are sending the survey, like Onboarding or Free Trial.

a. Onboarding Feedback Questions

Ensuring that your SaaS product users have had a positive and seamless onboarding is crucial to retain them and ensuring their experience is delightful from the very beginning. It helps offer a positive first impression, promote customer loyalty, and establish a strong brand presence. To make sure you have a seamless process, here are the top customer onboarding survey questions you can ask your SaaS users. 

  • How was your overall Onboarding Experience?

  • Did you get enough training and support to use the product?

  • Did you face any difficulties during onboarding?

b. Free Trial Feedback Questions

Offering a free trial with your product is one of the most effective ways to get a user to sign up and retain them by offering the best features and functionality. However, once the user has opted for the free trial or has completed the free trial period, you can ask them the right set of free trial feedback questions to ensure they had a positive experience.  

  • How was your free trial experience with our product?
  • Did you find our product helpful for your business?
  • Did you use all the features provided in the free trial?
  • Based on your free trial experience, how likely are you to recommend our product to your friends and colleagues? (NPS Question)

c. Exit Intent Feedback Questions

This is one of the most crucial touchpoints when you can collect SaaS feedback from churned customers. This is when the user is about to exit or abandon your product. By asking the right exit intent survey questions to your SaaS users, you create a positive experience before they depart, gauge the reason for exit, and open the doorway for return. Here are some of the top exit intent survey questions that you can ask in your SaaS feedback survey.

  • Before you leave, can you answer a quick question? What made you exit?
  • Did our product solve the problem you were trying to address?

  • Did our product meet your expectations? If not, why?

  • What did you dislike about our product?

  • Was the product easy to use and understand?

  • Did you experience any technical difficulties while using our product?

  • Are you interested in learning more about our products/services?

12. Open-Ended Survey Question

Even if you include the best  SaaS Customer Feedback Questions with all possible options, it is advisable to include an open-ended question to give your customers a free space to share their insights in their own words. Open-ended space helps customers to vent out their feelings, which they may otherwise share on social media, and that can be harmful to your goodwill in case the feedback is negative. So always include an open-ended question at the end of your survey.

You don’t need to include many open-ended survey questions, as that can make the survey lengthy. Only one optional question will serve the purpose. Here are some suggestions for open-ended questions.

  • Would you like to share any specific experience you had with our business?
  • Would you like to share any suggestions for us?
  • Do you think we can do something more to make your experience better?

Creating SaaS Feedback Surveys with Zonka Feedback

Customer Feedback Questions are the core of your SaaS Feedback Surveys. So it is crucial to include the right questions in your surveys to fetch meaningful customer insights. To create powerful surveys, you should use an effective SaaS Survey Software like Zonka Feedback.

Zonka Feedback provides you with different types of powerful and ready-to-use survey templates to collect valuable feedback from your customers. With these templates, you can create any type of SaaS Feedback Survey like Free Trial Surveys, Onboarding Surveys, CX metric surveys like NPS, CSAT and CES Surveys, Churn or Exit Surveys, and more.

It also provides a free trial. You can Try Zonka Feedback for free for 14 days and see how it helps you create and send effective surveys and collect valuable SaaS Feedback.

Nikhil Dawer

Written by Nikhil Dawer

Jun 30, 2023

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