Software satisfaction survey: your opinion of our software

This software satisfaction survey asks your users what works, what is missing and how likely they are to recommend your product. In four short pages and about three minutes, you collect a recommendation score, satisfaction ratings and early warning signs of churn.

What is a software satisfaction survey for?

It gives you a regular, structured view of how your customers experience your tool. The survey first profiles the user: how long and how often they use the software, and their role. It then asks how likely they are to recommend it to a colleague and what would earn a perfect score, before a satisfaction grid on several aspects. Users say which features they rely on most and which one they miss. The last page measures the risk of losing them: how they would feel without the software, whether they are considering another tool and why. An optional email field lets you follow up with those who agree.

Who is it for?

• SaaS companies and software publishers
• Product and customer success teams tracking satisfaction
• IT departments evaluating an internal tool with employees
• Agencies and integrators measuring satisfaction with the solutions they deploy

How to adapt it in Mailpro

Modify the questions and texts: list your real features, rename the roles or adapt the satisfaction criteria. Add your logo and colours. Thanks to conditional questions, the reasons for leaving only appear when a user is considering another tool. Share the survey by link, QR code or in your Mailpro customer newsletter; responses arrive in Mailpro, where you can tag contacts according to their answers, for example "at risk" or "promoter".

Tips

• Send the survey at a regular interval, such as once or twice a year, to track trends.
• Read the open answers carefully: they explain the scores.
• Contact users who mention leaving quickly, while there is still time.
• Share what you changed thanks to the feedback in your next newsletter.

Frequently asked questions

Which software feedback questions matter most?

The recommendation score, the most missed feature and the intention to switch tools give the clearest picture of loyalty and priorities.

Can this software feedback form be anonymous?

Yes. The email question is optional, and you can enable anonymous responses if you do not want answers linked to users.

How long should a software evaluation survey be?

Short enough to finish in a few minutes. This template's four pages take about three minutes.

Questions in this template

How you use it

1. How long have you been using our software?
   Less than 3 months · 3 to 12 months · 1 to 3 years · More than 3 years
2. How often do you use it?
   Every day · Every week · Every month · Less often
3. What is your role?
   Management · Marketing or communication · Sales · Customer service · IT · Other

Your overall opinion

1. How likely are you to recommend our software to a colleague?
2. What would it take for you to give us a 10?
3. How satisfied are you with…

Features

1. Which features do you use most? (several answers)
   Dashboard · Reports and statistics · Automations · Integrations with other tools · Mobile app · Teamwork
2. Which feature do you miss the most?
3. How would you feel if you could no longer use our software?
   Very disappointed · Somewhat disappointed · Not disappointed · I no longer use it

To finish

1. Are you considering switching to another tool in the next 12 months?
   No · Maybe · Yes
2. Why? (several answers)
   Too expensive · Missing features · Too complicated to use · Reliability problems · Support not good enough · A competitor made us an offer · Our needs have changed
3. One last word for our team?
4. Your email, if you agree to be contacted about your answers