How often should a SaaS run NPS?

Quarterly or twice a year for most products, sampled so each user is asked at most twice a year. Continuous NPS with rotating samples works well once you have thousands of active users.

What's a good response rate for in-product surveys?

Well-timed in-product surveys typically see 10–30% response rates — far above email. Cancellation surveys placed in the cancel flow can exceed 50% because the user is already engaged in the moment.

Should I survey free users differently from paying customers?

Yes. Free users answer 'why haven't you upgraded?' questions; paying customers answer loyalty and feature-value questions. Mixing the two muddies both signals — segment before you send.

The best survey for your SaaS

SaaS businesses have more survey options than anyone — NPS, product feedback, product-market fit, onboarding, churn — and more ways to fatigue users by running them all at once. The right mix depends on your stage and your churn profile. Paste your website below and get recommendations matched to your product.

Match the survey to your stage

Pre-product-market-fit, run the PMF survey ('how disappointed would you be if you could no longer use this?') — it's the clearest signal of whether to keep building or keep searching. Post-PMF, product feedback surveys keep the roadmap honest, and NPS tracks whether the product is earning advocacy as you scale.

If churn is your pressing problem, a cancellation survey at the moment of downgrade or cancellation beats everything else — it converts silent departures into a ranked list of fixable reasons.

In-product timing beats email blasts

SaaS surveys work best triggered by moments: after onboarding completes, after a key feature is used, at renewal, at cancellation. A well-timed two-question survey in the product outperforms a quarterly ten-question email.

The analyzer reads your marketing site, identifies your product category and buyer, and recommends the template mix for your situation — with SaaS-specific question wording, not retail questions with the nouns swapped.