Top 6 Customer Feedback Survey Templates for SaaS Companies
Want to keep your SaaS users happy and loyal? Collecting feedback through customer feedback surveys is your key to understanding what drives satisfaction and growth.
Customer feedback survey templates streamline the process, saving you time while delivering actionable insights. Imagine losing users because your app’s interface confuses them; that’s when customer survey templates can uncover that fast.
To address this, Polling.com’s customer feedback platform offers customizable and industry-ready survey templates, making it easy to create customer satisfaction surveys that hit the mark, no guesswork needed.
Why Customer Feedback is Essential for SaaS Businesses
In SaaS, staying close to your users isn’t just a good idea; it’s how you build a product that lasts. Real feedback gives you a clear look at what’s working, what’s not, and where to go next.
Take Trello, for example. By listening to how people actually use their boards, they’ve been able to shape updates that feel natural, not forced. The result? A more useful tool and a stickier product.
Feedback also helps reduce churn. A simple satisfaction survey might uncover that your billing flow is confusing. Fix that, and suddenly fewer users leave. Small changes, big impact.
Plenty of top SaaS companies get this. Dropbox fine-tuned its file-sharing options thanks to user input, and saw retention jump. HubSpot did something similar with its CRM features, based on what users were asking for.
And with tools like Polling.com, it’s easier than ever to set up surveys that actually deliver insights you can use.
What Makes a Great Customer Feedback Survey Template?
Good survey templates make it easy for users to respond, and easy for you to take action.
It starts with clear, simple questions. Something like “How easy was it to find what you needed?” tells you more than a long list of vague prompts.
Short surveys work better. People are busy, and if it feels like homework, they’re gone. Keeping it to just a few questions increases your chances of getting solid, complete responses.
You’ll also want to think about where people are filling this out. Most likely, it’s on their phone. That means mobile-friendly design isn’t optional; it’s required.
Then there’s integration. A great survey tool should connect with your CRM or analytics platform so feedback doesn’t just sit in a spreadsheet; it leads to action.
Finally, branding matters too. A quick, custom logo or tone that feels like your brand helps build trust.
And if you’re tracking loyalty, NPS questions like “Would you recommend us to a friend?” are a tried-and-true way to measure that.
Polling.com includes all of this right out of the box, so you can go from draft to live survey in minutes, and actually learn something useful.
How to Choose the Right Template for Your Use Case
Not all customer surveys are created equal, and neither are your users. Choosing the right survey template based on the user’s journey is key to collecting feedback that’s actually useful.
Whether you’re trying to reduce churn, improve onboarding, or guide product development, aligning your survey with the customer’s current experience ensures your questions are timely and relevant.
Here’s how to pick the right one:
- New Users: Use an onboarding survey to uncover early friction points. Ask what was confusing, what helped them get started, and where they hesitated.
- Power Users: Send a feature request or UX survey to prioritize updates based on real-world usage. These users are the most qualified to offer insight into what’s missing or could be improved.
- Departing Customers: Trigger a churn survey to understand why they left, like pricing, features, service, or something else. This can inform win-back campaigns or product fixes.
- Post-Support Interactions: After a ticket closes, use a customer service survey to evaluate how well your team is doing. Ask about response speed, helpfulness, and overall satisfaction.
Tailoring your survey templates to these specific touchpoints makes responses more actionable and increases your odds of getting honest, high-quality feedback.
Top Customer Feedback Survey Templates for SaaS
Unlocking customer feedback starts with the right survey templates tailored for your SaaS business.
Here are six customer survey templates designed to drive user feedback for SaaS and refine your customer experience.
1. Net Promoter Score (NPS) Template
The NPS template is your go-to for measuring customer loyalty with a simple question: “How likely are you to recommend us?” (0–10 scale).
SaaS businesses use this customer satisfaction survey to track satisfaction trends over time, spotting shifts in user feedback for SaaS, like a drop from 40 to 35 after a pricing change.
Below is the example of NPS survey template:
- Survey Title: Help Us Improve: Quick 2-Question Survey
- Questions:
- On a scale of 0–10, how likely are you to recommend [Product Name] to a friend or colleague?
- What is the primary reason for your score?
- What can we do to improve your experience?
- When to send: 30 days after signup or post-onboarding completion.
2. Onboarding Experience Survey
The onboarding experience survey captures new users’ first impressions of your product, using survey questions like “How easy was setup?” (1–5 scale).
This customer survey template helps you identify friction points, like a confusing dashboard, that could derail early adoption.
Below is the onboarding experience survey template example:
- Survey Title: How Was Your First Week with [Product Name]?
- Questions:
- How easy was it to get started with [Product Name]?
(1–5 scale: Very Difficult to Very Easy) - Did you complete the setup process?
☐ Yes ☐ No
If not, where did you get stuck? - What was the most confusing part of using the product so far?
- What could we do to make onboarding smoother?
- How easy was it to get started with [Product Name]?
- When to send: 3–7 days after sign-up.
3. Feature Request and Usability Survey
This survey template empowers product teams to collect user feedback for SaaS on desired features with questions like “What feature would improve your experience?”.
It drives product feedback tools by encouraging user-driven evolution, like adding a new integration based on responses.
Here’s an example of the feature request and usability survey template:
- Survey Title: We’d Love Your Input on New Features
- Questions:
- Which features do you use the most? (Select all that apply)
☐ Feature A ☐ Feature B ☐ Feature C ☐ Other - Are there any features you wish we offered?
- How easy is it to navigate and use [Product Name]?
(1–5 scale) - If you could improve one thing in the product, what would it be?
- Which features do you use the most? (Select all that apply)
- When to send: Quarterly or after major updates.
4. User Experience (UX) Feedback Templates
User experience surveys are essential for understanding how intuitive and seamless your product feels to real users.
Below is the user experience (UX) survey samples template:
- Survey Title: Help Us Improve Your Experience
- Questions:
- How easy is it to find what you need in [Product Name]?
(1–5 scale: Very Difficult to Very Easy) - Which parts of the interface felt confusing or unclear?
- Did you encounter any bugs, slowdowns, or broken links?
☐ Yes ☐ No
If yes, please describe: - How would you rate the overall design and layout of [Product Name]? (1–5 scale)
- What’s one thing we could improve to make the experience smoother?
- How easy is it to find what you need in [Product Name]?
- When to send: After users complete a key task or after UI/UX updates.
This survey helps surface hidden UX friction that may not show up in support tickets or feature requests, making it a powerful tool for continuous design improvement.
5. Churn and Exit Feedback Survey
The churn and exit feedback survey digs into why users cancel subscriptions with survey questions like “What made you leave?”.
This customer feedback survey uncovers issues, like high costs or missing features, to inform retention strategies.
Below is the example of a churn and exit feedback survey template:
- Survey Title: We’re Sorry to See You Go
- Questions:
- What’s the main reason you’re canceling your subscription?
☐ Too expensive
☐ Missing features
☐ Switching to another tool
☐ No longer needed
☐ Other: ___________ - How satisfied were you with [Product Name]? (1–5 scale)
- What could we have done to keep you as a customer?
- Would you consider using [Product Name] again in the future?
☐ Yes ☐ No ☐ Maybe
- What’s the main reason you’re canceling your subscription?
- When to send: Immediately after cancellation.
6. Customer Support Experience Survey
The customer support experience survey evaluates your support team with customer service survey templates asking “How satisfied were you with support?” (1–5 scale).
It identifies gaps, like slow response times, for targeted training or process improvements.
Here’s an example of the customer support experience survey template:
- Survey Title: Tell Us How Our Support Team Did
- Questions:
- How satisfied are you with the support you received? (1–5 scale)
- Was your issue resolved?
☐ Yes ☐ No - How quickly did we respond to your request?
(1–5 scale: Very Slow to Very Fast) - Any feedback for our support team?
- When to send: 24–48 hours after a support ticket is closed.
Why Polling.com Offers the Best Customer Feedback Survey Templates for SaaS
When it comes to customer feedback SaaS, Polling.com’s survey templates outshine competitors like Typeform, SurveyMonkey, and Google Forms.
Its ease of customization lets you tailor customer satisfaction survey examples to your brand in minutes, unlike SurveyMonkey’s limited free-tier design options or Google Forms’ basic templates that scream “generic”.
Moreover, Polling.com offers ready-made survey questions and industry-specific templates tailored for SaaS, such as NPS or churn surveys, ensuring relevance where Typeform’s one-question-at-a-time style may feel restrictive for complex customer surveys.
With integrated analytics and export tools, Polling.com delivers real-time customer feedback in customizable dashboards and formats like CSV, surpassing Google Forms’ basic spreadsheet output and rivaling SurveyMonkey’s paid analytics.
For startups, Polling.com’s affordable and free plans provide robust customer feedback tools without the steep costs of SurveyMonkey’s premium plans or Typeform’s tiered pricing, making it a budget-friendly customer feedback platform for scaling SaaS companies.
How to Customize These Templates for Your SaaS Product
Customizing customer survey templates ensures your customer feedback surveys resonate with users and deliver targeted insights.
To align with your brand tone and voice, tweak Polling.com’s survey templates by adding your logo, colors, and conversational phrasing.
Next, adjust survey questions based on user lifecycle stage: ask new users about onboarding ease with “Was setup a breeze?” (1–5 scale), while targeting churned users with “Why did you cancel?” to fit their journey.
You can also automate when surveys are sent by triggering them based on user actions, like showing an in-app pop-up after someone uses a new feature, or emailing a quick feedback form after a cancellation.
Polling.com’s customer feedback management tools make this easy, syncing with your CRM to ensure the right users get the right survey at the right time.
These tweaks ensure your customer service survey templates drive user feedback for SaaS that’s actionable and user-centric.
Best Practices for Acting on Customer Feedback
Collecting customer feedback is just the beginning; the real value comes from what you do with it.
Without a system for organizing and acting on survey results, even the best feedback will gather dust. The good news? A few simple steps can turn raw data into smarter decisions.
- Tag Responses by Theme: Use consistent labels like “Pricing”, “UX”, “Support”, or “Missing Features” to categorize open-text responses. This makes analysis easier across surveys and teams.
- Track Score Trends: Monitor metrics like NPS or CSAT over time to see whether changes to your product or service are having the desired effect.
- Share Insights Widely: Feedback shouldn’t live in a spreadsheet. Summarize it weekly or monthly and share it with product, marketing, and customer success teams. The more cross-functional awareness you build, the faster your team can act.
With the right tools like Polling.com, you can automate much of this process.
From tagging and trend detection to smart alerts when a metric dips, the platform ensures you’re always one step ahead, turning feedback into action, not just another data point.
Conclusion
Customer feedback is the fuel for SaaS growth, turning user insights into better products and happier customers through customer satisfaction surveys.
Polling.com’s survey templates make this easy, offering customizable, SaaS-specific feedback tools that beat out competitors for startups and enterprises alike.
With real-time customer feedback and affordable plans, it’s the ideal user feedback platform to elevate your customer experience.
Try Polling.com’s free customer survey templates today and start building customer feedback surveys that unlock growth!