25+ In-app surveys for SaaS companies

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Do you know what your customers think about your product? Which are the most effective product survey questions to ask?

It's a fact that your customers are the best resource for a business to be continuously improving a digital product. 

But how can you gather their thoughts and opinions? When? Where?

This guide will provide you with everything you need to know about creating the best in-app survey questions to obtain the precise insights you require.

Additionally, we will offer some suggestions for maximizing the value of your product surveys with logic surveys.

Let's begin at the start.

How can you benefit from great in-app surveys?

Product Surveys are an incredibly valuable way for SaaS companies to gather feedback from users about their products. By conducting a survey before launching a new feature or before launching a new one, companies can gain invaluable insight into what their users need or why they need it.

Moreover, product surveys can also be used by product managers for existing products to gauge user satisfaction and identify areas for improvement. This information can help you improve your marketing, customer support, and sales!

Different types of user feedback?

Typically you’ll need the following 4 kinds of user surveys in-app:

1. Recurring general feedback

NPS, Customer Satisfaction, and Product-Market Fit surveys help you keep a close tab on customer sentiment, so you can retain users and build the right features for them.

2. Feature-specific feedback

Specific rating and feedback questions are triggered when the user just interacted with a key feature / completed a key user flow. These feedback flows help you easily understand & measure how much value you’re delivering to your users.

3. Persistent feedback form

An evergreen feedback flow is triggered when the user clicks on submit feedback button in your app. Users can self-identify which category of feedback this is, and provide details. This helps you track feedback and feature requests easily.

4. One-off user research surveys

When you have a hypothesis about a user problem or potential solution, use Trackey to launch one-time studies to validate assumptions with your actual users, so you don’t waste months building the wrong features.

We provide many ready-made and battle-tested templates based on your jobs-to-be-done right inside Trackey - feel free to explore and hope these will serve as inspirations for you.

Why Should I Run a Product Survey?

1. To measure customer satisfaction 

Customer satisfaction levels can be measured through surveys. These provide valuable insights into what customers like, dislike, want, and need, and can help identify bad practices or missperforming features.

2. Better understand your users

Help businesses gain a better understanding of their users by providing access to real data. This information can include insights into buying patterns, preferences, and more, which can help businesses build the right products for their customers

Use product surveys to understand the strengths and weaknesses of your product or service. As a product manager, you can use the learnings to improve the roadmap based on actual challenges your users are facing.

3. Operational efficiency

Conducting product surveys can help businesses determine how well they perform operationally. This can lead to improvements in staff retention and performance.

4. Gauging Performance

Surveys can be used to gauge performance and compare data from year-to-year to determine if there has been a positive or negative impact. This allows businesses to track their performance in real time.

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20 Top Product Survey Questions 

1. Net Promote Score

Are you aware of how many of your satisfied customers would be thrilled to recommend your products to their friends and family?

The Net Promoter Score question can provide you with the answer you're looking for!

By asking people to rate their likelihood of recommending your product, you can get an average score that reflects the satisfaction levels of your customers. The higher the score, the happier the customers, and the more likely they are to recommend your product.

Ideally, you want most of your users to rate your product at least a 7 on this scale, indicating their high level of satisfaction. 

3. Recruit user interviews with valuable customers

It’s always a great option to recruit users for a 1-to-1 interview to understand them better, mostly in B2B SaaS, where you need to understand the real pains of your different customer segments. 

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With Trackey, you can redirect the right users at the right moment (once the use “feature XYZ” ) to your Calendly so they can take a slot to chat.  

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4. Product satisfaction survey 

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Use this in-app micro survey to discover if your MVP strikes a chord with its users. Discover your target audience’s opinions, suggestions and ideas. 

If you have just launch your MVP, you should secure a smooth product launch.

Plan the perfect roadmap that aligns with your customers’ actual needs!

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5. How did you hear about us?

This is a marketing attribution survey that collects great insights for marketing and product teams. If you want to know more about this survey read this article from our blog!

6. How satisfied are you with the onboarding process when you started using our product?

Effective onboarding can help users get up to speed quickly and feel confident using the product, while a poor onboarding experience can lead to frustration and confusion.

This question can provide valuable insights into how the product is being adopted by new users and how it can be improved to better meet their needs.

7. How easy was using this feature?

Ask your users to rate their satisfaction with the user experience through a customer satisfaction survey (CSAT) or a customer effort survey (CES)

8. What do you dislike about our product?

It is important to not only understand what your users appreciate about your product but also to inquire about any issues they may have found using it.

By asking open-ended questions, users can provide product feedback in their own words, which can range from significant problems to minor details. It is valuable to record all responses and incorporate the most helpful feedback into product development sessions to enhance the user experience.

9. How can we improve our product?

This is another useful question. There’s a difference between asking your users what they like or dislike about a product and what they want to improve.

This is an opportunity for them to contribute to your product roadmap.

If they are loyal users, they will be interested in helping you improve your product.

10. How much time does “Feature X” save for you in your daily work? 

Trigger this question when they spend a set amount of time using your product to hear their thoughts.

There may be some ideas that make good additions to your roadmap

11. Product Market Fit Survey

Now, you're measuring your Product-Market Fit!

Your customers should feel a sense of disappointment if they are unable to use your product, as it indicates the value it adds to their work.

Consider asking your customers the reasons why they would feel very disappointed or disappointed to understand your users better.

12. Do you consider our product to be a good value for money?

Gather feedback from your users on your pricing strategy to determine if they find your product cost-effective.

This question is distinct from overall customer satisfaction as a customer may be content with your product but still consider it expensive. Alternatively, an unengaged user may be exploring other products that offer more features at a similar price.

Follow up with users to gather more detailed product feedback and recommendations on the best pricing for your product.

This feedback can provide insight into how valuable users perceive your product features in relation to its pricing, even if you choose not to adjust your pricing accordingly.

13. Which of the 4 features would be more useful for you in our product?

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This is an amazing feature specification survey that will take your roadmap to the next level!

Engage your users by allowing them to vote on their favorite features through a multiple-choice question. This will help you confirm what they’d like to see next in your product.

Take the results and discuss them with your product team to see how they compare with your existing roadmap.

14. Have you tried any other similar products before?

This is a simple question that can be answered with a "yes" or "no" response.

It can be used to gauge a user's loyalty and interest in trying out various products. If the user answers "yes," a follow-up question can be asked to learn more about the specific products they have used.

This information can be used to validate competitors and identify areas where your product may be lacking.

15. How does our product compare to others you’ve tried?

Another question to find out how your customers feel about your product compared to your competition.

You can use it as a standalone question or as a follow-up for those who said they’ve tried similar products before.

16. How often do you use our product/service?

By asking this question, you can find out which products your customers are using and how often. This will help you ask even better questions later on.

For example, you can learn which products make people happy, which ones don't, and which products your most loyal customers love.

17. How satisfied are you with the billing and payment process of our product?

Discover any pain points or stoppers when purchasing your SaaS product!

18. How important are collaboration and teamwork features in our product?

Asking about collaboration and teamwork features shows that the product team is focused on creating a product that is designed to help teams work together effectively, which can be a strong selling point for potential users.

19. How would you rate the user interface and design of our product?

The user interface and design of a product are critical factors in the user experience!

The design of a product can greatly impact user engagement, ease of use, and overall satisfaction.

20. How would you rate the overall reliability of our product?

This is a very effective way to improve customer support service and identify any problem or trend.

Users need to be able to trust that the product will work consistently and without issues in order to fully realize its benefits.

By asking users to rate the overall reliability of the product, the product team can gain valuable insights into any potential issues or pain points that may be affecting the experience

21. How satisfied are you with our product?

This is one of the most popular customer satisfaction questions (CSAT). Whether it’s about measuring customer satisfaction or gathering quick feedback about your product, it’s a relevant question to ask all your customers.

TIP: You can also segment your audience to trigger the survey at the right time to get the best results.

22. Why did you give us that score?

Whether the feedback given before is positive or negative, this follow-up open-ended question will help you get a better insight into this particular customer experience.

23. Would an increase in price make you look elsewhere for the same product/service?

Asking customers if they would switch to a different product or service because of a price increase can help the product team figure out how much people care about price. This can help them decide on the best price for the product.

24. What are your preferred payment options?

Is there anyone you should add or remove? Just ask!

25. What convinced you to upgrade your plan?

About user retention and upselling:

This question can provide valuable insights into how the product can be improved to better meet the needs of users and drive revenue growth through upselling, which is essential as a SaaS product manager.

26. Do you want to add anything else that we didn’t ask?

Including an open-ended question at the end of a SaaS product survey is a great idea when running a successful feedback survey. It lets users share any additional insights they might have that wasn't covered by the survey questions.

This can help the product team better understand user needs and pain points, and identify areas for improvement. Plus, it shows that the team values user input and wants to build a positive relationship with users.

Hope you found it useful!

In conclusion, doing surveys is super important for making a successful business and a better product. By asking the right product survey questions, you can learn what your customers want and how happy they are with what you're offering. Plus, you can use the info you get to make your marketing, customer service, and sales even better.

To get the best results, keep your surveys short and focused on specific goals. Don't use too much fancy talk or ask too many questions. Just make it easy for people to give you their thoughts.

Finally, take the time to really look at the results of your survey. You can use what you learn to make smart choices about what to do next and how to make your product even better. By following these tips, you'll be on your way to making a business that people love!

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