Automation

Software Satisfaction Survey: Automated CSAT at Every SaaS Milestone

Satisfaction at month 3 predicts SaaS renewal more reliably than usage data alone. Deploy this automation and a short survey fires at day 30 and day 90 automatically, catching quietly disappointed customers before they stop logging in.

SaaS companies surveying at day 30 reduce involuntary churn by 22% within the first renewal cycle

How it works

  1. 1

    Trigger: new customer account created

    Fires when a new customer account is created, connecting via API, Zapier, or any webhook-capable tool.

  2. 2

    Check-in surveys at day 30 and day 90

    Goes out via In-App or Email, short and milestone-specific, not a generic happiness prompt.

  3. 3

    Routed by at-risk signal

    A low score at day 30 or day 90 flags the account for customer success outreach.

    ✓ Logged as a healthy account, no action needed.

    → Routed to customer success as a day-30 or day-90 risk signal.

  4. 4

    Customer health dashboard

    Scores, trends, and at-risk accounts, updated in real time.

Usage data tells you what customers do, not how they feel about it. A customer logging in regularly but struggling with a specific workflow looks identical in your analytics to one who has fully adopted the product and loves it. You cannot tell them apart until one of them puts in a cancellation request. Deploy FeedbackRobot's software satisfaction automation and milestone surveys fill the gap. At day 30, every new account receives a brief check-in about onboarding and initial experience. At day 90, another short survey assesses whether the product is delivering what was promised at the point of sale. A customer who rates their experience three out of five at 30 days, even while showing normal usage, is a churn risk your analytics would not flag. This automation catches them while there is still time to intervene. At the company level, milestone satisfaction scores aggregated across the customer base give you a baseline that makes process changes measurable. Did the updated onboarding flow improve 30-day CSAT? Did faster support response times translate into higher satisfaction after ticket resolution? Continuous measurement answers those questions in near real time rather than at the end of the quarter.

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Frequently asked questions

Why check in at both day 30 and day 90 instead of just once?

Usage data alone can't distinguish a struggling customer from a satisfied one, and the two milestones catch different risks: day 30 measures whether onboarding actually landed, day 90 measures whether the product is delivering the value that justified the purchase.

What happens if a customer scores well at day 30 but poorly at day 90?

Each milestone is scored and routed independently, so a day-90 risk signal reaches customer success regardless of how day 30 went, nothing gets suppressed by an earlier good score.

Can I add more check-in points beyond day 30 and 90?

Yes, the milestone schedule is configurable, some businesses add a day-180 or annual renewal check-in on top of the two defaults.

Does this replace an NPS program?

Not necessarily, NPS measures broad relationship sentiment at long intervals; this is scoped specifically to onboarding and early product value, the two moments most correlated with early churn.

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