What's in the SaaS Survey Pack

The SaaS Survey Pack is a set of six pre-configured in-product surveys that cover the full customer lifecycle. Rather than building a feedback system from scratch, you get a structured set of surveys already tuned for the moments that matter most.

Each survey targets a specific stage of the user journey, from first sign-up through potential cancellation. Together, they give you a continuous read on acquisition, activation, engagement, loyalty, and churn.

How the surveys are timed

Each survey uses a combination of three conditions to decide when a user is eligible to see it:

Wait from first visit — how many days must pass after a user’s first visit before the survey can appear.
Min sessions — how many sessions the user must have completed first. A new session is counted when at least 24 hours have passed since the previous visit.
URL patterns — which pages the survey is allowed to appear on. Uses the same match types as full survey targeting (contains, starts with, ends with, regex). If left empty, the survey can appear on any page where the script runs.

You can review and adjust these defaults during the pack setup wizard, or later in each survey’s Targeting and Behavior tabs. See Audience Targeting for the full list of match types and filter options.

The six surveys

1. User Profile Survey

Lifecycle stage: Acquisition (Day 0 — immediately after sign-up)

Captures how users found you and who they are: acquisition channels, company type, and role. This data lets you segment later metrics like NPS and PMF by user type, so you can identify which audiences are your best-fit customers.

What it asks: “How did you first hear about us?” and “What is your role?”
Key question to answer: Which marketing channels bring in your ideal customer profile?

2. Onboarding Experience Survey

Lifecycle stage: Activation (around 72 hours in)

Shown after a user has had a few sessions, this survey asks about their initial setup experience. It surfaces where users get stuck, confused, or lose momentum before they reach their first meaningful outcome.

What it asks: “How easy was it to get started?” and “What was the most confusing part of the setup?”
Key question to answer: Is your onboarding flow helping or blocking activation?

Note: This survey assumes your product has a discrete onboarding phase. If your product has no distinct onboarding flow or your users move through it on their own timeline, it is safe to disable this survey after setup.

3. Early Activation Confidence

Lifecycle stage: Engagement (around Day 5, minimum 3 sessions)

An early-warning survey for users who have not had a “lightbulb moment” yet. Identifies users who are uncertain about the product’s value before they decide to disengage.

What it asks: “How confident do you feel using our product so far?”
Key question to answer: Which users are at risk of disengaging in their first week?

4. Product-Market Fit (Sean Ellis Test)

Lifecycle stage: Retention (Day 14+, minimum 6 sessions)

Uses the Sean Ellis question to measure how essential your product is to users’ workflows. Shown only to users who have had enough exposure to form a real opinion.

What it asks: “How would you feel if you could no longer use our product?”
Key question to answer: What percentage of active users would be “very disappointed” if they lost access?

5. Quarterly In-App NPS

Lifecycle stage: Loyalty (first eligible view after around three weeks and six sessions, then every 90 days)

Tracks long-term relationship health. The quarterly cadence lets you spot sentiment trends over time, identify potential advocates, and flag at-risk accounts before they churn.

What it asks: “How likely are you to recommend us to a friend or colleague?”
Key question to answer: How is customer sentiment trending over time?

6. Churn & Cancellation Survey

Lifecycle stage: Exit (triggered on cancel or downgrade URLs)

Captures the reason for cancellation at the exact moment a user decides to leave. This is the most direct source of honest feedback on what is driving revenue loss.

What it asks: “What’s the main reason you’re cancelling your account?”
Key question to answer: What are the primary drivers of churn — price, missing features, or something else?

Survey summary

Survey	Lifecycle stage	Primary metric
User Profile	Acquisition	Channel / ICP mix
Onboarding	Activation	Ease of setup
Activation Confidence	Engagement	User confidence rate
Product-Market Fit	Retention	PMF score
Quarterly NPS	Loyalty	NPS score
Churn & Cancellation	Exit	Churn drivers

Next: Go live with the SaaS Survey Pack →