When to send it
Send this once a quarter to every paying account, ideally in the same week each time so the results compare cleanly. It works best as an email from the founder to the person who uses the product most at each customer, not only the person who pays. Early-stage software companies usually have few enough accounts to read every answer, and that's the point: this is a check-up on individual relationships, not a market study.
Why these questions
Overall satisfaction comes first, on a five-point CSAT scale, giving you one number to compare from quarter to quarter.
The usage question asks whether the team is using the product more, the same or less than three months ago. Falling usage is one of the clearest early warnings that an account may leave, and asking directly catches it where your own data can't, such as a team that quietly moved half its work elsewhere. Anyone who says "less" picks reasons from a short list, from fewer people needing it to shifting priorities.
The grid asks how much the product helps with a few jobs. Replace the four rows with the main jobs your product does, phrased the way customers describe them. Over several quarters, the grid shows which jobs you're getting better at and which you've neglected.
The second page asks how likely they are to still be using you in six months. Customers who are unsure, or think it unlikely, are asked what would need to change. Last comes an optional contact question, so you know which account an answer came from and can follow up. It says why you're asking, and every field can be left blank.
Why there's no coupon
A health check is a conversation with customers who already pay you. A discount here reads as an attempt to buy goodwill, and it can make the satisfaction numbers look better than the relationship really is.
What to do with the answers
Build a short at-risk list from three signals: usage going down, an unsure or unlikely answer about the next six months, and low satisfaction. Contact every account on that list personally within a week, using their own words from the survey as your opening. A call that begins with "you mentioned the reporting isn't helping any more" lands very differently from a generic check-in.
Track the averages quarter by quarter, but don't let them hide individual accounts. One unhappy large customer matters more than a small rise in the average. Pair this with the relationship NPS for SaaS if you also want a standard loyalty score, and when an at-risk account leaves anyway, the cancellation survey tells you whether you read the signs correctly.