NPS question bank · by use case
NPS questions for SaaS products
In a software product, the person who uses it every day and the person who pays for it are often different people with different reasons to recommend it. A good SaaS survey decides who it is asking, and the follow-ups lean on what software teams can act on: features, workflows, reliability and support.
Software also gives you context other businesses lack. You know which plan someone is on, which features they use and how long they have been around, so the survey itself can stay short and you add the context when you analyse the answers.
Try the question
Pick a score to see which follow-up this page suggests for it. Nothing is sent.
The follow-up for each answer
- Scores 0 to 6 (detractors)
- Which part of [Product] slows you down or does not work the way you need?
- Scores 7 or 8 (passives)
- What would you need from [Product] to make it your first recommendation?
- Scores 9 or 10 (promoters)
- Which feature or workflow would you show a colleague first?
Questions to ask
How likely are you to recommend [Product] to a colleague who does similar work?
"Similar work" makes people think of a peer with the same job, which is how software gets recommended in practice: by someone who uses it for the same tasks.
Which part of [Product] slows you down or does not work the way you need?
Points detractors at the product instead of at your company in general, so the answers can be sorted by feature area and handed to the team that owns it.
Which feature or workflow would you show a colleague first?
For promoters. It reveals the moment users understand the value, which is the moment your onboarding should lead new users to.
If you could no longer use [Product], what would you use instead?
Tells you who you are really compared with, which may be a spreadsheet, an internal tool or nothing at all rather than a direct competitor.
How well does [Product] fit into the other tools your team uses?
A rating or an open question about integrations. In software, a missing connection to a tool the team lives in is a frequent reason for a lukewarm score.
Is [Product] worth what your company pays for it?
For account owners only. Users who never see the invoice cannot answer it, and asking them confuses the survey.
Users and buyers
Survey everyday users about the product and account owners about the relationship, and keep the two groups apart in your reports. A team can love the product while the buyer is unhappy with the price, and a single blended score hides both stories.
Connect answers to usage
Add plan, signup cohort and the features each person used to every answer when you analyse the results, without asking for them in the survey. Low scores that cluster around one feature or one plan tell you where to look; a score on its own does not.
Feature requests that come up in the follow-ups belong on your public feedback board, where other customers can vote on them and everybody who asked hears when they ship. That closes the loop the survey opened.
How the answers are scored
Answers of 9 or 10 count as promoters and answers from 0 to 6 as detractors; the Net Promoter Score is the percentage of promoters minus the percentage of detractors.Source [1] What counts as a good score depends on the industry and the survey method: see thecited NPS benchmarks.
Keep going
- Start from the NPS survey template for your SaaS product
- In-app NPS survey questions
- B2B NPS questions
- NPS questions after a feature release
- The whole NPS question bank
Answers to the follow-up question are often feature requests. On afeedback board they are counted with everyone else’s requests, and the people who asked hear when they ship.
Frequently asked questions
Should a SaaS company survey users or account owners?
Both, separately. Users judge the product they work in every day; account owners judge value, support and the relationship. Report the two groups apart.
Should trial users get an NPS survey?
Usually not. Most of them have not used the product enough to recommend it. A short question about what they are trying to achieve is more useful during a trial.
What should I do with feature requests from NPS answers?
Collect them where your other requests live, such as a feedback board, so they are counted with existing requests, and tell the person when the feature ships.
Sources
- Bain & Company, “Measuring Your Net Promoter Score”: www.netpromotersystem.com/about/measuring-your-net-promoter-score/, retrieved .
Net Promoter, NPS and Net Promoter Score are trademarks of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.
Ask these questions with UpVoiced
UpVoiced is adding NPS and CSAT microsurveys to its widget; they are coming soon and not available yet. Its feedback board, roadmap and changelog are in development, and you can try them on a fictional demo.