User Feedback for SaaS: 25 Essential Questions & When to Ask Them

Transform user feedback into actionable insights

Table of Contents

• Why These Questions Matter
• The Question Framework
• Product Adoption Questions
• Onboarding Questions
• Technical Support Questions
• Growth Questions
• Strategic Questions
• Implementation Guide

Why These Questions Matter

The right questions at the right time can transform your SaaS product. Here's why these specific questions matter:

• They target key moments in the user journey
• Each question is designed to elicit actionable feedback
• Follow-up questions dig deeper into root causes
• The framework covers all critical aspects of your SaaS

Note: Looking for help with feedback collection systems? Check out our guide to overcoming feedback collection challenges.

The SaaS User Feedback Framework

Here are the 25 most impactful questions every SaaS company should ask, organized by impact area and timing:

1. Product Adoption & Usage

Best asked: During first 30 days and after key feature usage

1. "On a scale of 0-10, how essential is [product] to your daily workflow?" → Follow up if ≤7: "What would make our product more essential?"

   Why this matters: Measures product stickiness and identifies improvement opportunities

2. "Which feature provides the most value to your team?" → Follow up: "What makes this feature particularly valuable?"

   Why this matters: Reveals your true value propositions

3. "What's your biggest pain point that [product] could solve better?" → Follow up: "How are you working around this today?"

   Why this matters: Uncovers immediate improvement opportunities

4. "Which tools do you wish [product] integrated with better?" → Follow up: "How would this integration help your workflow?"

   Why this matters: Guides integration roadmap decisions

5. "Which features do you wish worked differently?" → Follow up: "What would make this feature more useful?"

   Why this matters: Identifies UX improvement opportunities

2. User Onboarding & Activation

Best asked: First 14 days post-signup

6. "What was your first 'aha moment' with [product]?" → Follow up: "How long did it take to get there?"

   Why this matters: Measures onboarding effectiveness and user satisfaction

7. "What almost stopped you from completing setup?" → Follow up: "How could we make this easier?"

   Why this matters: Identifies pain points and barriers to adoption

8. "What was missing from our onboarding process?" → Follow up: "What would have helped you get started faster?"

   Why this matters: Uncovers areas for improvement in the onboarding experience

9. "What was unclear during your first week?" → Follow up: "How did you overcome this challenge?"

   Why this matters: Measures user understanding and engagement

10. "How confident do you feel using [product]? (0-10)" → Follow up if ≤7: "What would make you more confident?"

    Why this matters: Measures user confidence and satisfaction

3. Technical Support & Success

Best asked: Post-support interaction and quarterly

11. "What's the most challenging part of integrating with our API?" → Follow up: "What documentation would help?"

    Why this matters: Identifies integration pain points and guides documentation improvements

12. "What's missing from our knowledge base?" → Follow up: "What format would be most helpful?"

    Why this matters: Uncovers knowledge gaps and guides content creation

13. "What would make our support experience better?" → Follow up: "Which support channel do you prefer?"

    Why this matters: Measures user satisfaction with support channels

14. "How well does our documentation answer your questions? (0-10)" → Follow up if ≤7: "What topics need more coverage?"

    Why this matters: Measures user understanding and satisfaction with documentation

15. "What additional training would help you succeed?" → Follow up: "What format works best for your team?"

    Why this matters: Guides training and development needs

4. Growth & Expansion

Best asked: 90 days post-activation and after high usage periods

16. "What would make you upgrade to [next tier]?" → Follow up: "Which features interest you most?"

    Why this matters: Measures growth opportunities and user satisfaction

17. "What's holding back wider adoption in your team?" → Follow up: "How can we help overcome these barriers?"

    Why this matters: Identifies barriers to growth and guides strategic improvements

18. "Which enterprise features would add most value?" → Follow up: "How would these features impact your workflow?"

    Why this matters: Measures value of enterprise features and guides feature prioritization

19. "Which teams or use cases could benefit most from [product]?" → Follow up: "What's stopping them from using it today?"

    Why this matters: Identifies untapped use cases and guides expansion opportunities

20. "How could [product] better support cross-team collaboration?" → Follow up: "What collaboration features matter most?"

    Why this matters: Measures value of cross-team collaboration and guides feature prioritization

5. Strategic Value & ROI

Best asked: Quarterly and pre-renewal

21. "What's the biggest impact [product] has had on your business?" → Follow up: "Can you quantify this impact?"

    Why this matters: Measures strategic value and guides ROI optimization

22. "What business problem does [product] solve best?" → Follow up: "What other problems should we solve?"

    Why this matters: Identifies unmet needs and guides product development

23. "How critical is [product] to your tech stack? (0-10)" → Follow up if ≤7: "What would make us more critical?"

    Why this matters: Measures criticality of the product in the tech stack

24. "What would make [product] indispensable?" → Follow up: "Which features would achieve this?"

    Why this matters: Identifies features that are critical to the product

25. "What do you tell others when recommending [product]?" → Follow up: "What would make it easier to recommend us?"

    Why this matters: Measures user satisfaction with recommendation process

Implementing Your Questions

Question Timing Strategy

Match each question type to these key moments:

Early Stage (Days 1-14)

• Onboarding questions
• Initial product feedback
• Setup experience questions

Growth Stage (Days 15-60)

• Feature adoption questions
• Integration questions
• Technical feedback

Maturity Stage (60+ days)

• Strategic questions
• ROI questions
• Growth opportunities

Question Follow-up Framework

Make every response count with this follow-up strategy:

1. For Rating Questions

   • ≤3: Immediate follow-up for pain points
   • 4-7: Feature improvement questions
   • 8-10: Expansion opportunity questions

2. For Feature Questions

   • Low usage: Barrier questions
   • Medium usage: Enhancement questions
   • High usage: Expansion questions

3. For Open-ended Questions

   • Unclear responses: Clarification questions
   • Detailed responses: Deep-dive questions
   • Feature requests: Use case questions

Making These Questions Work

Question Presentation Tips

1. Keep it Focused

   • One question at a time
   • Clear, concise wording
   • Relevant context included

2. Perfect Your Timing

   • After feature usage
   • During natural pauses
   • Following key actions

3. Personalize Questions

   • By user role
   • By usage pattern
   • By product tier

Resources for Success

• Guide to Feedback Collection Systems
• Improve Response Rates
• Master In-App Surveys

Start Asking Better Questions

Ready to implement these questions in your SaaS product? Quackback makes it easy to:

• Ask the right questions at perfect moments
• Follow up automatically based on responses
• Track insights across your user base
• Turn feedback into actionable insights

Start asking better questions →