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SaaS - Customers
Dear Sir or Madam, please take a few minutes of your time to complete the following questionnaire.
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1
1. What are the top 2 challenges your customers most often report to you?
Multiple choice, pick up to 2
Difficult onboarding or setup
Missing features
Poor usability / UX
Lack of support / slow response
Too expensive
Integration limitations
Other (please specify)
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2
What phase of the customer journey do your users struggle with the most?
Select one answer
Onboarding
First value (activation)
Ongoing usage
Expansion / upsell
Offboarding or cancellation
Not sure
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3
What % of your customers do you believe actively use your core features regularly?
Select one answer
0–25%
26–50%
51–75%
76–100%
Not sure
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4
What do your most satisfied customers typically praise?
Select up to 3
Simplicity and ease of use
Specific features / performance
Fast and helpful support
ROI or business impact
Integrations
Customization options
Other (please specify)
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5
What customer expectation has changed the most in the last 12–24 months?
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6
If you could improve just one thing in your customer experience based on feedback, what would it be?
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