10 Best Questions to Ask Customers for Feedback in 2025

Hey guys, I’m Paulo. As a SaaS business owner, I’ve been through it myself. I used to ask the wrong questions, get vague answers, and end up more confused than when I started. But over time, I figured out what works and, more importantly, what doesn’t.

If you run a SaaS business, you already know that customer feedback is gold.

But let’s be real, asking for it is where things get tricky.

You don’t want to frustrate your customers with a long list of questions they don’t care about. You want the few that actually matter. The ones that give you clarity, not confusion.

That’s where the 80/20 rule comes in. Also known as the Pareto Principle, named after Italian economist Vilfredo Pareto. It’s the idea that 80% of your results come from 20% of your actions. In this case, a handful of the right questions will give you the most useful feedback.

So the real question is: What should you actually be asking in 2025?

Because your product, your retention, your growth, it all comes down to how well you understand your customers.

And in this blog, I’m cutting straight to the chase. Just the 10 most powerful feedback questions you can ask your customers right now to get the insight you need to take your business to the next level.

Oh, and one more thing. I’ll also break down what kind of insights you’ll get and how they can impact your product roadmap, messaging, and support strategy.

Let’s get into it.

Question 1: On a scale of 1–10, how likely are you to recommend our product to others?

Why This Matters:

This one’s a classic for a reason. It’s not just about ego or patting yourself on the back but this question also gives you a fast snapshot of customer loyalty. It’s called the Net Promoter Score (NPS), and it segments your users into three simple groups:

• Promoters (9–10): They love your product and are likely to spread the word.
• Passives (7–8): They’re fine with it… but they won’t go out of their way to tell others.
• Detractors (0–6): They’re unhappy, and you need to find out why — fast.

If you're not totally clear on how NPS works or how to use it properly, I’ve broken it down in this blog here: What is NPS & How to Improve It. Go give it a read if you want to make this metric actually work for you.

What You’ll Learn:

• Whether your product is sticky enough to keep users coming back
• If your customer experience is strong enough to spark word-of-mouth
• Which group of customers needs your attention right now. Whether that means creating a better retention strategy for those at risk of leaving, gathering deeper feedback from uncertain users, or re-engaging the ones who’ve gone quiet

Bottom line: If your NPS is solid, your business is on steady ground. If it’s struggling, this is where you start fixing things.

Question 2: What challenge(s) does our product help you overcome?

Why This Matters:

This open-ended question goes deeper than “Do you like it?” It uncovers why your product matters and the actual problem it’s solving for the customer.

You’re not just trying to hear compliments here. You’re looking for specific pain points that your product helps eliminate. That kind of insight is priceless when you're tightening your positioning, fixing your onboarding flow, or planning your next round of feature updates.

When you understand exactly what your users are struggling with, you don’t just become a solution, you position yourself as the solution.

And that shows up everywhere in your business:

• Your marketing copy speaks directly to their pain points instead of using vague claims
• Your positioning becomes sharper because you're solving a clear, relevant problem, not just listing features
• Your sales conversations and help docs feel way more dialed-in because you're addressing the exact challenges people are already facing

Basically, you stop guessing and start connecting. No more generic benefits. You will be using their actual words to show them why your product is the obvious choice.

What You’ll Learn:

• The key moment where customers realise, “this product just saved me”
• Their goals and the specific jobs they’re trying to get done
• Use cases and real-world examples you can weave into sales pages, demos, and marketing content.

This one’s not just helpful but also the one that gives your product real purpose.

Question 3. What’s the one thing you wish our product did better?

Why This Matters:

This question is simple but it hits hard. You're not just collecting feedback but also opening the door for honest input that helps you get better.

From a customer’s perspective, this signals something important: you’re listening. You’re not pretending your product is perfect. You’re showing them you care about improving it for them. That kind of vulnerability creates trust. It makes people feel heard, valued, and more connected to your brand.

There’s also a psychological layer to this. Just by asking, you shift the dynamic. It’s not a transactional relationship anymore. Your customer becomes part of the process. They’re contributing, not just consuming. And that creates loyalty.

What You’ll Learn:

• Which features aren't hitting the mark and why
• Friction points or usability gaps your team might’ve missed
• Clear signals for where to focus your product development next

This question is a goldmine. The more answers you collect, the sharper your roadmap gets because you’re building with your users, not just for them.

Question 4: What was the biggest reason you chose us over competitors?

Why This Matters:

This question helps you uncover what truly made your customers choose you and just as importantly, what your competitors failed to deliver.

It gives you insight into the specific gap you filled in their eyes, which not only highlights your strengths but also exposes where your competitors are falling short. That’s the kind of advantage you can build real positioning around.

What You’ll Learn:

• Honest, unfiltered comparison against competitors straight from your users
• What your actual unique value proposition looks like from their point of view
• Messaging hooks and page elements you can A/B test in your landing pages, ads, and emails

This will help you take your assumptions off the table and build your positioning on proof.

Question 5: How would you rate our product’s ease of use?

Why This Matters:

Your customers are already juggling a million things. They don’t want to spend extra time figuring out how to use your product. If it’s confusing, clunky, or unintuitive. They’ll stop using it.

That’s why this question matters. It gives you a direct line into whether your experience feels seamless or frustrating from the user’s side. And if it’s not smooth? You’ve got work to do  because people won’t stick around just for features. They stay when things feel effortless.

What You’ll Learn:

• Where your UX and UI may be slowing users down or pushing them away
• Whether your support content and walkthroughs are actually helping
• If certain features are being ignored simply because they’re hard to find or use

This one’s not just about product design but also keeping users around long enough to get real value.

6. What nearly stopped you from signing up or purchasing?

Why This Matters:

You’re driving traffic to your site. People are landing on your pages, checking out your product, maybe even clicking around your pricing but then, they bounce.

That gap between interest and action? That’s where this question comes in.

By asking what almost stopped them, you're uncovering real objections and hesitations your visitors had before converting. And here’s the win: these insights don’t just explain the ones who signed up, they help you fix the leaks that are costing you the ones who didn’t.

What You’ll Learn:

• What’s creating friction or doubt during your signup or checkout process
• Whether your messaging is actually communicating the value clearly
• How your pricing, trust signals, or lack of clarity might be turning people away

This question helps you fix your funnel where it counts at the point of decision.

Question 7: How satisfied are you with your onboarding experience?

Why This Matters:

You got the signups. Great. But that’s just the start.

What happens after someone signs up is what determines whether they stay or leave. And it starts with onboarding.

If your onboarding is confusing, overwhelming, or too slow to show value, you’ll lose users before they ever experience the good stuff. On the flip side, a smooth, helpful, and welcoming experience builds momentum. It sets the tone for everything that follows.

That’s why this question matters. You’re not just measuring satisfaction, you're identifying where first impressions are falling short.

What You’ll Learn:

• Where new users get stuck or frustrated early on
• How to shorten time-to-value, so users see results fast
• Specific areas in your product flow or in-app guidance that need tweaking

Because let’s be real. If users have a rough start, they won’t stick around for the long run. Onboarding isn’t just a step. It’s the moment that makes or breaks retention.

Question 8: What additional features or services would improve your experience?

Why This Matters:

You might think you know what your users want next  but this question tells you exactly what they’re hoping for.

It’s a simple way to get ahead of user needs before they go looking for another tool that already offers it. Sometimes, they’re even using competitor products alongside yours just to fill a gap  and that’s something you need to know, fast.

This kind of feedback keeps your roadmap aligned with real demand. Instead of building based on guesses or internal ideas, you're building based on what your users are asking for. And when they see that you’re listening and evolving based on their needs? That builds serious trust  and long-term loyalty.

What You’ll Learn:

• Feature requests grouped by user type or segment
• Early signals for innovation and retention opportunities
• Gaps where competitors might be offering something you’re not yet

At the end of the day, the smartest product improvements come from the people using your product daily. Don’t guess, just ask.

Question 9: How would you describe our product to a friend or colleague?

Why This Matters:

People trust people. Always have, always will. And the way your users describe your product to others? That’s real gold for growth.

This question gives you the voice of the customer not just how they feel about your product, but the actual words they use when talking about it. That’s exactly the kind of language that makes landing pages, ads, and value props feel relatable instead of robotic.

It also shows you how clearly your product’s core value is coming across. If people are struggling to explain what you do that’s a red flag. But if they’re describing it clearly, confidently, and even excitedly? That’s messaging you can amplify everywhere.

What You’ll Learn:

• The real words your users associate with your product (this shapes your copy)
• How aligned your positioning is with how customers actually see you
• Natural, SEO-friendly phrasing you can repurpose as testimonials or headline ideas

It's not about what they say but it's about how they say it. Because their words connect better than any marketing script ever could.

Question 10: Is there anything preventing you from achieving your goals with our product?

Why This Matters:

At the end of the day, your product exists for one reason  to help users reach their goals. If it’s falling short in that area, even slightly, that’s something you need to uncover.

This question ties your product’s performance directly to customer success. It helps you spot blockers and not just the obvious ones. Sometimes the roadblocks are small, quiet, or hidden in the flow. But they’re enough to stop people from getting real results, and when that happens, churn’s not far behind.

Asking this creates a direct path to improvement. And it shows your customers that you care not just about usage, but about outcomes. You’re not just offering features  but also helping them get somewhere.

What You’ll Learn:

• Whether your product is aligned with what users are actually trying to achieve
• Early warning signs that signal weak account health or disengagement
• Opportunities to improve customer support, onboarding, or overall experience

Because when your users win, your business grows. Simple as that.

How Changelogfy Helps You Close the Feedback Loop (Without the Chaos)

You can ask all the right questions but if you’re not doing anything with the answers, it’s just noise. That’s where Changelogfy comes in.

This tool will help you manage the full feedback lifecycle from gathering insights, acting on them, and communicating improvements — all in one place.

Collect Customer Feedback That Actually Moves the Needle

Changelogfy lets your users submit feedback, upvote ideas, and share suggestions in real-time. No more messy spreadsheets or lost DMs. You get a clear view of what your customers want  and more importantly, what’s coming up again and again.

This means:

• You can identify feature requests by popularity and urgency
• Spot trends across user segments
• Understand different types of user feedback and how each can shape product decisions
• Prioritize based on what real users are asking for, not just internal hunches

Turn Insights into a Clear, Actionable Roadmap

Once you've collected feedback, Changelogfy helps you organize and filter it directly into your product roadmap.

You’re not building in the dark but with evidence. You’ll know which features to ship next and why they matter.

Announce Product Updates Without Losing Momentum

Bringing something new? Changelogfy helps you announce it the right way directly in-app, via a public changelog, or however your users like to hear from you.

You’re not just saying “we made updates.” You’re closing the loop:

“You asked. We listened. It’s live.”

That one sentence? That’s what keeps people loyal.

Track What’s Working and What’s Getting Ignored

Not all updates land the same. Changelogfy lets you track reactions, comments, and user engagement around every feature or announcement.

That means:

• You can adjust based on what’s actually resonating
  
  
• Spot missed opportunities or features that need clearer communication
• Learn from negative feedback instead of avoiding it, because that’s often where your most valuable insights live
• Keep your team aligned on what’s working and why
  
  

If you’re serious about turning feedback into product wins and letting your users see the impact of their voice. Changelogfy is the tool you've been looking for. It’s your feedback loop, fully connected and fully visible.

👉 Sign up now to get started.