SaaS Plan, Pricing & Billing Clarity Survey

Welcome! This survey asks about your experience with our plans, pricing, billing, and usage limits. It takes approximately 11 minutes to complete. Your participation is voluntary, and you may stop at any time. There are no right or wrong answers — we're interested in your honest opinions. All responses are confidential and will be reported only in aggregate. Your feedback will be used internally to improve clarity and reduce friction across our pricing and billing experience.

Are you currently using our product, or have you used it within the last 6 months?

• Yes, I am a current user
• Yes, I used it within the last 6 months
• No, I have not used the product

Which plan are you currently on?

• Free/Trial
• Starter/Basic
• Pro
• Business/Team
• Enterprise/Custom
• Not sure

When did you last change your plan?

• Within the last 30 days
• 31–90 days ago
• More than 90 days ago
• I have never changed my plan

How clear are the differences between the available plans?

Which plan aspects, if any, are most unclear to you? Select all that apply.

• Pricing tiers
• Which features are included
• Seat or user limits
• Overage charges
• Upgrade/downgrade rules
• Trial rules (start, end, conversion)
• Billing period (monthly/annual)
• Cancellation terms
• Taxes and fees
• None — everything is clear

If you have ever found plan details unclear, please describe what was confusing and why.

Have you viewed a billing invoice from us in the last 3 months?

• Yes, in the last 3 months
• Yes, but more than 3 months ago
• No

How accurate did your most recent invoice appear to you?

Which of the following invoice elements, if any, were unclear or confusing? Select all that apply.

• Line item descriptions
• Charges per seat/user
• Proration or partial-period charges
• Tax calculations
• Discount or credit application
• Billing period dates
• Total amount due
• Payment method details
• None — everything was clear

If any invoice line item was hard to interpret, please describe what was unclear and why.

Overall, how clear are your current usage limits?

In the last 3 months, did you hit or get close to a usage limit?

• Yes
• No
• Not sure

Which usage limits were involved? Select all that apply.

• API calls
• Seats/users
• Storage
• Projects/workspaces
• Monthly credits
• Rate limits/throttling
• File size
• Other

If you received an in-product message or warning about the limit, how helpful was it?

What did you do after encountering the limit? Select all that apply.

• Upgraded plan
• Waited for reset
• Reduced usage
• Contacted support
• Checked documentation/FAQs
• Other

Which of the following impacts did you experience from hitting the limit? Select all that apply.

• Work was delayed
• Unexpected cost or forced upgrade
• Had to search for information
• Had to contact support
• Abandoned the task
• No significant impact

If you could change one thing to make plans, invoices, or usage limits clearer, what would it be?

Based on your survey responses, we'd like to explore a few things in more detail. An AI moderator will ask you up to 2 follow-up questions about your experience with plans, billing, or usage limits.

Which best describes your role?

• Developer/Engineer
• Product/Design
• Data/ML
• Operations/Finance
• Sales/Marketing
• Founder/Executive
• Other

Approximately how many employees are at your organization?

• Just me
• 2–10
• 11–50
• 51–200
• 201–1,000
• 1,001+

Where are you primarily located?

• United States
• Canada
• Europe
• Asia-Pacific
• Latin America
• Middle East/Africa
• Other/Prefer not to say

How long have you been using our product?

• Less than 1 month
• 1–6 months
• 7–12 months
• More than 1 year

How often do you use our product?

• Daily
• Weekly
• Monthly
• Less than monthly
• Not using currently

Thank you for your feedback — your input helps us improve clarity across plans, billing, and usage limits.