Customer Experience

Top 7 SaaS Customer Satisfaction Surveys to Improve Your Product

Aug 31, 2023

5 mins read

Manisha Khandelwal

Have you ever wondered how some businesses effortlessly secure customer loyalty, while others struggle to keep pace? 

The key lies in crafting those exceptional experiences that make you sing praises about a company. But here’s the intriguing part – how exactly do they pull it off?

SaaS satisfaction surveys help you do just that. A great SaaS feedback platform not only offers insights to refine your product based on real user experiences but also steers your product’s growth.

Excited to explore further? 

Let’s journey into the realm of the top 7 SaaS customer satisfaction surveys that empower you in product adoption and SaaS customer retention.

7 SaaS Customer Satisfaction Surveys

Here are the 7 types of customer satisfaction surveys that you can launch in your SaaS business. By harnessing the power of these surveys, you can create a continuous loop of improvement in your SaaS design, aligning your product closely with customer needs, and ensuring long-term success.

1. Relationship NPS Survey

An image showing the grid relationship NPS survey created on the SurveySensum tool asking how much you agree with the following statements on a 5-point rating scale about alignment with your strategic goals, overall product performance, customer support responsiveness, value for money, etc.  

Why should you launch a relationship NPS survey?

It allows you to understand how decision-makers and product users perceive your products on a deeper level. By collecting feedback directly from key stakeholders, you gain valuable insights into what’s working and what needs improvement. 

As your relationship with customers grows and trust increases, they naturally tend to spend more. In fact, loyal customers end up spending 67% more than new ones. 

→ Learn about What is a good NPS score for SaaS

2. Subscription Cancellation Survey

An image showing a subscription cancellation survey created on the SurveySensum tool asking an open-ended question - What prompted you to cancel your subscription with us? 

Why should you launch a subscription cancellation survey? 

A subscription cancellation survey helps you understand why customers are leaving/canceling your product/service, and what could be improved. By addressing these reasons, you can prevent customer churn and enhance your product’s value by keeping the customer’s content – leading to increased SaaS customer retention. 

Here’s an eye-opening statistic that highlights that every five years, around 50% of customers naturally churn. Intriguingly, only 1 out of 26 dissatisfied customers voice their concerns; the majority simply opt to churn. 

Increase Customer Satisfaction and Retention with SurveySensum


3. Onboarding Survey

An image showing  a type of SaaS customer satisfaction survey - an onboarding survey created on the SurveySensum tool asking - on a scale of 1-5, please rate your experience in navigating the website 

Why should you launch an onboarding survey? 

The onboarding survey focuses on understanding users’ first experiences with your product. By gathering feedback at this stage across the customer journey, you can uncover any initial challenges users face. 

This helps improve the user experience and assures that they made the right choice in choosing you. But, make sure to create B2B SaaS onboarding surveys that actually yield results. So, implement this survey to create a seamless onboarding experience. 

86% of the customers prefer to remain loyal if onboarding and continuous education are provided.

4. Feature Satisfaction Survey

An image showing a feature satisfaction survey created on the SurveySensum tool asking how satisfied are you with our close-the-feedback-loop feature on a 1-5-point scale

Why should you launch a feature satisfaction survey? 

A feature satisfaction survey helps you gather feedback from your customers regarding specific features of a product or service. 

The goal is to understand how satisfied customers are with those features and to identify areas for improvement. 

These surveys typically ask customers to rate or provide comments on various aspects of the features they use, helping companies make informed decisions about which features to enhance, prioritize, or modify.

Boost Customer Satisfaction by Launching Dynamic SaaS Surveys


5. Product Experience Survey

An image showing a type of SaaS customer satisfaction survey - a product experience survey created on the SurveySensum tool asking how satisfied are you with our product on a 5-point scale 

Why should you launch a product experience survey? 

Launching a product experience survey helps you understand how users feel about your product and where it could be improved. It guides you in making smart decisions about improving features and overall user experience.

By launching this survey you get a full picture of customer expectations, and how they use your product. This helps you make targeted improvements that fix issues and create a smoother, more enjoyable user experience.

6. App Store Survey

An image showing a type of SaaS customer satisfaction survey - an app store survey created on the SurveySensum tool asking how would you rate your experience with our mobile app on a 5-point scale

Why should you launch an app store survey? 

The app store survey is vital for making your app better by knowing what users think. It gets insights from users who have downloaded and used your app.

When you ask these users for feedback, you discover their experiences and expectations. This guides you in making targeted enhancements for a better user experience and overall satisfaction. These surveys also refine your app’s features and ease of use.

Incorporating this feedback into your custom app development ensures your product aligns with the needs of app store users, resulting in happier users, improved app ratings, and overall product advancement.

7. Customer Support Survey

An image showing a type of SaaS customer satisfaction survey - a customer support survey created on the SurveySensum tool asking how easy was it to interact with the customer support team from very difficult to very easy 

Why should you launch a customer support survey? 

Customer support surveys are specifically designed to measure how satisfied users are with your support services. 

What’s intriguing is that a significant 55% of consumers have voiced that easy access to support and information has the potential to kindle genuine affection for a brand, according to the RightNow Customer Experience Impact Report.

When you connect with customers who’ve talked to your support team, you discover important things about their experiences. This helps you improve how support works, making it faster and better. Also, these surveys give actionable insights to improve your product – boosting customer satisfaction and building strong trust in your brand.

The best part? You can use this feedback to make both support and the product better. 


All these customer satisfaction surveys can help you gauge how your customers feel about your software. But, remember, gathering feedback is just the beginning. To truly succeed, you need an efficient customer feedback platform like SurveySensum to create the surveys and close the loop effectively.

Not just that. SurveySensum simplifies the entire process, making it easy to collect, analyze, and act upon customer feedback. With its user-friendly interface and powerful features, you can swiftly identify areas for improvement, address concerns, and enhance your SaaS product. So, don’t just gather data – use it wisely with SurveySensum. 

Happy surveying!


Manisha Khandelwal

Senior Content Marketer at SurveySensum

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