Billing questions that show where your pricing confuses customers
Ask customers how clear your plans are, whether invoices match and how fair the price feels. Each question below comes with when to ask it and what the answer tells you.
What pricing and billing survey questions tell you
Pricing and billing survey questions ask customers how clear your plans are, whether the invoice matched what they expected, what made them upgrade and how fair the price feels for what they get. Billing confusion turns into support tickets, refunds and cancellations, and the answers show which part of the pricing page or the invoice causes it.
Ask the plan questions after an upgrade or a plan change, inside the product, and the invoice questions a few days after an invoice goes out, by email. Pick four or five per survey, and keep the budget and price ceiling questions for a separate pricing study.
Each response gets an owner and a status in the inbox, so a customer who questions an invoice line hears back from billing. Written answers get a theme and a sentiment, and screenshots and purchase orders arrive in a gallery with the answer.
- Questions
- 14
- Best asked
- After an upgrade, or a few days after an invoice
- Industry
- SaaS
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 billing and plans questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How clear your plans are
Ask how clear the plans are and what drove the upgrade, so you know which part of each plan to keep visible.
- 01Stars
How clear is what each plan includes?
Five stars for how clear each plan's contents are. Ask it on the pricing or billing page; a low average points to the plan table before any change to the price.
- 03Multiple choice
Which plan feature made you upgrade?
One choice for the plan feature behind the upgrade. The donut shows which limit or feature moves customers up, the part of each plan to keep visible on the pricing page.
- 10Text
What would make our pricing page clearer?
An open question about the pricing page. Filter the answers by theme to see which limits, terms or plan names readers trip over.
Price and willingness to pay
Keep these for a pricing study: fairness, the price ceiling, the budget and the way customers prefer to pay.
- 06Big scale
How fair does the price feel for what you get?
Price fairness on a ten-step scale. Read the low steps with the open question about the pricing page to see whether the problem is the price or unclear limits.
- 05Slider
If the price rose, where would you stop?
A slider from 0 to 50 for how far the price could rise before the customer would stop. State the unit in the label, such as percent; Results shows the median and the middle half.
- 11Number
What monthly budget do you have for a tool like this?
The monthly budget for a tool like yours, typed as a number. The median and the middle half show the range customers plan for, useful before you price a new plan.
- 04This or that
How would you rather pay?
Two pairs: monthly or yearly, per seat or flat fee. The split bars show which billing model your customers lean toward before you change the pricing page.
Invoices and billing questions
Ask these a few days after an invoice, so every mismatch and every question reaches billing with the line attached.
- 02Yes / No
Did your invoice match what you expected to pay?
Asks whether the invoice matched what the customer expected to pay. Select No in Results to read which billing topics those customers picked as confusing.
- 07Multiple choice
What confused you about billing?
Lets customers pick every billing topic that confused them, from proration to tax. The bars show which explanation to add to your billing page or the invoice itself.
- 13Screenshot
Capture the invoice line you have a question about
The customer captures the invoice line in question. The gallery shows the exact line, which saves a back-and-forth with billing. Screenshot is on every plan, 1 per survey on Free.
- 09Yes / No
Do you need invoices addressed to a different company?
Asks whether invoices need another company's name. A Yes points to agencies and groups that buy for others, which may need a separate billing contact.
- 14File upload
Upload your purchase order
The customer uploads a purchase order with the answer. The file arrives in the inbox for billing to match against the invoice. File upload is on every plan, 1 per survey on Free.
Plan changes and approval
These show how easy it is to move between plans and who has to say yes before a customer can.
- 08Customer effort
How easy was it to change your plan?
A customer effort score for changing plan. A low score can explain customers who stay on the wrong plan or ask support to make the change for them.
- 12Dropdown
Who approves software spend at your company?
Who approves software spend, from the user to the founder. When finance or procurement leads, send quotes and invoices in the form they need.
Tips for asking about billing and plans
Small choices that get honest, useful answers.
- 01
Ask after billing moments
Ask about plans right after an upgrade or a plan change, and about invoices a few days after one goes out.
- 02
Keep price research separate
Put the budget and price ceiling questions in their own survey, so a customer with an invoice question doesn't face a pricing study.
- 03
Answer invoice questions fast
Give every invoice that didn't match an owner in the inbox the same day, with a status your billing team keeps up to date.
- 04
Fix the page before the price
Read the answers about confusion and the pricing page before you change a price. Unclear limits can feel like a high price.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about billing and plans
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
A few days after an invoice goes out, by email, and right after an upgrade or plan change, inside the product. Usertick sends email to a contact list now or on a date up to 30 days ahead.
Yes, for the star rating, the ease score, the yes or no questions, multiple choice and dropdown questions.
Yes, on every plan. The file upload question (1 per survey on Free) takes the document, and it arrives with the answer in the inbox.
Three to five. Start with whether the invoice matched or how clear the plans are, add the topic that confused them, and end with an open question.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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