{"id":918,"date":"2021-11-03T12:09:00","date_gmt":"2021-11-03T12:09:00","guid":{"rendered":"https:\/\/123formbuilder.polarbuildingcleaning.net\/wp-blog\/?p=918"},"modified":"2022-03-16T15:30:58","modified_gmt":"2022-03-16T15:30:58","slug":"saas-customer-surveys","status":"publish","type":"post","link":"https:\/\/123formbuilder.polarbuildingcleaning.net\/blog\/saas-customer-surveys","title":{"rendered":"How to Put Together the Perfect Customer Surveys in SaaS"},"content":{"rendered":"\r\n

A marketer\u2019s toolkit is always filled with many useful tools, but nothing can compare to the customer survey. B2B SaaS customer surveys in particular are useful \u2013 irreplaceable, even \u2013 because they allow B2B marketers to collect customer feedback, which they will later use for decision-making and strategy planning.<\/p>\r\n\r\n\r\n\r\n

However, many marketers don\u2019t know how to\u00a0collect customer feedback<\/a>\u00a0because they aren\u2019t able to create feedback surveys that intrigue their customers and convince them to respond. Usually, they struggle with what kind of questions they should ask.<\/p>\r\n\r\n\r\n\r\n

That is why we\u2019ve made a complete guide to B2B SaaS customer surveys.<\/p>\r\n\r\n\r\n\r\n

8 Tips for Better B2B SaaS Customer Surveys<\/h2>\r\n\r\n\r\n\r\n

When creating B2B SaaS customer surveys, here are a few tips you should keep in mind.<\/p>\r\n\r\n\r\n\r\n

1. Create website surveys<\/h3>\r\n\r\n\r\n\r\n

Pop-up website surveys allow you to gather feedback from visitors while they\u2019re using your website and ask them a few simple questions. Usually, these surveys have between one and three questions, asking the visitor how they found the website and how user-friendly it is. You can opt for an\u00a0online survey maker<\/a>\u00a0to build your survey within minutes.<\/p>\r\n\r\n\r\n\r\n

2. Send post-purchase satisfaction surveys<\/h3>\r\n\r\n\r\n\r\n

Post-purchase feedback surveys tell you how efficient your sales process was. They are a great way to get a better understanding of how customers feel about your business. Based on the feedback you get from these surveys, you can considerably improve the buying experience for your customers.<\/p>\r\n\r\n\r\n\r\n

3. Post onboarding surveys<\/h3>\r\n\r\n\r\n\r\n

It\u2019s incredibly important to gauge how satisfied your customers are with your onboarding process. For a short onboarding process, it\u2019s enough to send a CES survey, while a long process would require a CSAT and an NPS survey.<\/p>\r\n\r\n\r\n\r\n

4. Send CES and CSAT surveys to understand product adoption<\/h3>\r\n\r\n\r\n\r\n

After your customers had enough time to test out your product\u2019s features, you can send CES (customer effort score) and CSAT (customer satisfaction score) surveys. They will show you what you need to prioritize on your customer roadmap and how to improve product quality.<\/p>\r\n\r\n\r\n\r\n

5. Send NPS surveys<\/h3>\r\n\r\n\r\n\r\n

An\u00a0NPS survey<\/a>\u00a0will show you how satisfied your customers are with the experience you\u2019re providing and measure the overall health of the relationship your business has with customers. NPS surveys should be sent to the users, buyers, and product\u2019s advocates.<\/p>\r\n\r\n\r\n\r\n

6. Create customer service feedback surveys<\/h3>\r\n\r\n\r\n\r\n

Poor customer surveys can lead to losing a lot of customers and money. So if you want to stay in business, you need to meet all expectations with your customer service. And the only way to know if you\u2019re doing that is to send\u00a0customer service feedback surveys<\/a>.<\/p>\r\n\r\n\r\n\r\n

7. Send CSAT and NPS surveys before contract renewal<\/h3>\r\n\r\n\r\n\r\n

Before it\u2019s time for a customer to renew their contract,\u00a0measure how satisfied they are<\/a>\u00a0to see if there are any aspects you need to improve before sending the renewal contract.<\/p>\r\n\r\n\r\n\r\n

8. Understand your market fit<\/h3>\r\n\r\n\r\n\r\n

Make sure there is a place for your business and service in an overly crowded marketplace by understanding your market fit. This way, you\u2019ll see if your service is resolving your customers\u2019 pain points and in what way. Simply ask your potential customers about their pain points and see whether your product can solve them.<\/p>\r\n\r\n\r\n\r\n

5 Questions You Should Ask in Your Survey (And Why)<\/h2>\r\n\r\n\r\n\r\n

Let\u2019s go through the most important questions you need to ask in your B2B SaaS customer surveys:<\/p>\r\n\r\n\r\n\r\n

    \r\n
  • How would you feel if our product was no longer available?<\/strong>\u00a0Seeing how many customers need to use your product\/service will show you how necessary it is. If less than 40% of customers respond with anything but \u201cVery disappointed\u201d, you need to make some changes.<\/li>\r\n
  • What can we do better?<\/strong>\u00a0You can always improve your product or service, and the best way to find out what needs to be changed is to directly ask the customers open-ended questions.<\/li>\r\n
  • Why did you choose us over a competitor?<\/strong>\u00a0By finding out what features make you the more favorable choice, you can find out what\u2019s important to customers and focus on promoting those features.<\/li>\r\n
  • What features would you like us to add next?<\/strong>\u00a0Asking this as an open-ended question allows you to pinpoint your customers\u2019 pain points and find ideas for new features you might not have thought of.<\/li>\r\n
  • What are the main objectives you\u2019re looking to achieve with our product?<\/strong>\u00a0With this question, you can find out the pain points your customers are trying to address, not just the ones you assume they want to address.<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n

    Final Thoughts<\/h2>\r\n\r\n\r\n\r\n

    B2B SaaS customer surveys are very important, but you should never overboard your customers with them. It\u2019s important to find the right balance while also finding a way to include the B2B SaaS customer journey surveys for every stage.<\/p>\r\n\r\n\r\n\r\n

    Ask for feedback before they become customers, after they have an interaction with your business, when the onboarding process ends, and before they cancel or renew your services. And, finally, don\u2019t forget to follow up and put the feedback you receive to good use.<\/p>\r\n","protected":false},"excerpt":{"rendered":"

    A marketer\u2019s toolkit is always filled with many useful tools, but nothing can compare to the customer survey. B2B SaaS customer surveys in particular are useful \u2013 irreplaceable, even \u2013 because they allow B2B marketers to collect customer feedback, which they will later use for decision-making and strategy planning. However, many marketers don\u2019t know how […]<\/p>\n","protected":false},"author":31,"featured_media":919,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[20],"tags":[],"class_list":["post-918","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ultimate-guides"],"yoast_head":"\nSaas Customer Surveys: Tips & Question Examples To Use<\/title>\n<meta name=\"description\" content=\"Here are our tips for creating customer surveys for your B2B Saas business, as well as question templates that you should not forget to use for success.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/123formbuilder.polarbuildingcleaning.net\/blog\/saas-customer-surveys\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta 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