Real examples of customer satisfaction survey comments grouped into patterns to help you understand what's driving satisfaction and churn in your SaaS product.
"Setup took way longer than expected — we had three people on it for almost two weeks just trying to get our Salesforce data to map correctly. By the time it worked, our team had already lost interest."
"The getting started checklist was helpful but it stopped making sense around step 4. I wasn't sure if I needed to invite my whole team before setting up the workflows or after. Just a bit confusing."
"Our Salesforce sync broke twice in the same month and nobody told us — we only found out because a rep noticed contacts were missing from a sequence. Support was responsive but it shouldn't have happened at all."
"The bulk export feature just times out if you have more than like 2,000 records. We've had to split exports manually every time which is honestly embarrassing for a tool at this price point."
"I submitted a ticket on a Tuesday and didn't hear back until Friday. The answer was fine but by then we'd already figured it out ourselves and wasted time. Faster first response would make a big difference."
"The chat support is honestly great when you get someone who knows the product. But it feels like a coin flip — sometimes I get someone who clearly knows it inside out and sometimes I'm being sent docs I already read."
"We hit the 5-seat limit right when we were scaling up and the jump to the next plan was almost double the price. Felt like we were being punished for growing. Would love something in between."
"Didn't realize API calls were capped on our plan until we got an alert that we'd used 90% of our limit. That kind of thing should be surfaced way earlier — like at 50% — not when it's almost too late."
"The dashboard looks nice but I can't filter by custom date ranges without exporting to CSV first. That's a basic thing and it makes the reporting feel half-finished compared to everything else."
"We tried to build a report showing funnel drop-off by segment and just couldn't do it without help from your team. That should be something I can figure out on my own in under 10 minutes."