Understanding user behavior and collecting actionable feedback is crucial for growth. Many companies rely on guesswork or generic surveys that don’t yield meaningful insights. This is where Refiner.io steps in. It offers a powerful, customizable, and highly targeted survey platform designed for SaaS teams to precisely capture user sentiment.
What is Refiner.io?
Refiner.io is a survey and user feedback tool built specifically for SaaS businesses. With NPS, CSAT, CES, and custom surveys, it helps teams collect in-app feedback and trigger targeted surveys at the right moment. Best of all, it integrates seamlessly with the tools you already use. It syncs user responses with CRMs (HubSpot, Salesforce), analytics (Mixpanel, Amplitude), and messaging platforms (Customer.io, Userlist) through built-in integrations.
Unlike generic survey tools, Refiner.io excels at:
- Micro surveys that fit seamlessly into your app without disrupting the user experience.
- Advanced segmentation to target the right users at the right time.
- Real-time feedback collection to improve onboarding, feature adoption, and retention.
Let’s break down the key features that make Refiner.io a standout choice.
Key Features
1. Highly Targeted Surveys
Refiner.io offers an advanced user segmentation engine that allows you to target surveys based on user behavior, demographics, and engagement levels. Instead of sending generic feedback requests, you can trigger surveys when users reach specific milestones, such as:
- Completing onboarding
- Using a specific feature for the first time
- Logging in after a long period of inactivity
By delivering surveys in context, you gather more relevant, actionable feedback that drives better decisions.
Deep segmentation for smarter analysis
Besides basic targeting, you can segment, filter and group users based on:
- User data (e.g., account type, plan, location)
- Behavioral events (e.g., feature usage, logins)
- Survey responses (past & present)
- Auto-generated fields (e.g., first seen, last survey response)
Combine multiple filters to create precise segments, ensuring you analyze responses accurately rather than averaging across an entire user base. You can also set up alerts to get notified on Slack, Teams, or Email when a user enters a segment. This way you can act on feedback in real-time, keeping your team proactive and your user experience optimized.
2. In-App Surveys with Seamless UX
Traditional email surveys have low response rates. Refiner.io solves this by embedding surveys directly into your app, increasing engagement and response rates.
You can choose from various survey types:
- NPS (Net Promoter Score) surveys to measure customer loyalty
- CSAT (Customer Satisfaction Score) surveys to assess user happiness
- CES (Customer Effort Score) surveys to understand friction points
- Open-ended text feedback to capture qualitative insights
- And many more
With fully customizable styling, these surveys blend naturally into your product, ensuring a smooth, non-intrusive user experience.
💡 Not sure what to ask? Check out Refiner’s blog sharing 50+ customer satisfaction survey questions to craft the perfect survey for your audience.
3. Automation and Workflow Integration
Refiner.io doesn’t just collect data. It helps you take action. With built-in automation, you can trigger workflows based on survey responses:
- Instant team alerts: Get real-time notifications in Slack, Microsoft Teams, or via email when users provide feedback, match certain criteria, or enter a segment. Control the volume of notifications to manage workload effectively.
- CRM & tool integrations: Automatically sync responses with HubSpot, Salesforce, or any other CRM to keep customer insights up to date.
- Smart user tagging: Assign tags based on feedback sentiment, making it easy to segment and follow up with users effectively.
- Custom workflows with Zapier: Automate actions in your favorite tools whenever a new response comes in or a user meets specific conditions.
These automations and integrations ensure SaaS teams can react in real-time, personalize engagement, and drive better customer satisfaction.
4. Powerful Reporting & Insights
Data is useless if you can’t use it to take action. Refiner’s team knows this 😊
With Refiner’s reporting dashboard, SaaS teams can make data-driven decisions, prioritize customer needs, and boost retention—without drowning in spreadsheets.
- Live data at a glance: Instantly see trends in NPS, CSAT, CES, and qualitative feedback.
- Custom reports: Slice and dice data by user segments, response timeframes, or custom attributes.
- Filter & drill down: Identify patterns by customer type, plan, or behavior.
- Export & share: Sync with your BI tools or download reports for deeper analysis.
5. Multi-Channel Feedback Collection
While in-app surveys are the highlight, Refiner.io also supports:
- Email surveys
- Mobile app surveys (via SDKs)
- Website pop-ups
This omnichannel approach ensures you can reach users wherever they are most comfortable responding.
Pricing
Refiner.io offers a transparent pricing model with different tiers. Pricing depends on number of monthly active users. Below is the pricing breakdown for upto 5000 monthly active users (100K page views maximum):
- Essentials – $99/month: Perfect for startups, includes unlimited survey responses, all survey features, user segmentation, and basic integrations.
- Growth plan starts from $239/month: Ideal for scaling teams, adds event tracking, AI translations, and advanced integrations with CDPs, CRMs, and analytics tools.
- Enterprise plan: Tailored for large organizations, includes full white-labeling, custom MAU limits, dedicated support, and advanced security features.
Use Cases
1. Measuring Net Promoter Score (NPS)
SaaS companies can deploy NPS surveys to understand customer loyalty and measure how likely users are to recommend their product.
2. Improving onboarding
Trigger surveys to collect feedback on onboarding experiences, identify friction points, and refine the process.
3. Feature adoption insights
If users aren’t engaging with a new feature, a quick survey can uncover why and provide insights for improvements.
4. Reducing churn
Exit surveys for users canceling their subscriptions help SaaS companies understand why customers leave and take corrective actions.
5. Customer support enhancement
CSAT surveys measure customer satisfaction with support interactions, helping teams improve their response quality and efficiency.
How Refiner.io Compares to Competitors
Refiner.io vs. Hotjar
Hotjar focuses on heatmaps and session recordings, while Refiner.io is dedicated to user feedback and survey-based insights.
Refiner.io is better for NPS tracking and actionable feedback loops.
Refiner.io vs. SurveyMonkey
SurveyMonkey is a general-purpose survey tool, whereas Refiner.io is built specifically for SaaS user engagement.
Refiner.io integrates deeper with SaaS workflows and CRMs.
Refiner.io vs. Typeform
Typeform is great for long-form surveys and lead generation while Refiner.io specializes in micro surveys for SaaS.
Refiner.io has more advanced in-app targeting and automation.
Final Verdict: Should You Use Refiner.io?
If you run a SaaS business and need a reliable, in-app survey tool that delivers actionable insights, Refiner.io is a top-tier choice.
- It’s easy to set up (even for non-technical teams).
- It collects hyper-targeted feedback (which is more useful than generic surveys).
- It automates follow-ups and integrates seamlessly with CRMs, analytics tools, and support platforms.
For SaaS founders, product managers, and marketers who want data-driven insights to improve user experience, reduce churn, and grow their business, Refiner.io is a must-try.
🚀 Start collecting meaningful user feedback today by using Refiner.io.