Product & Service Feedback
Pricing Feedback Interview
A pricing feedback interview is a conversation with a customer about how they perceive your prices, your plans and the value they get for what they pay. It is not a negotiation: the aim is to learn how customers decide what is fair and what they compare you with. Here are the questions to ask, from the value received to the way they buy.
17 questions
When to use this template
- Before changing your plans, packaging or prices, to understand how customers perceive them today.
- When customers regularly say the product is expensive, or when deals are lost on price, to find out what is really behind the objection.
- When a new offer or tier is planned and you want to test whether it fits the way customers think about value.
Questions to ask
Value received
- 01What results have you got from using the product?
- 02How would you describe what you get for what you pay?
- 03Which parts of the product justify the price for you?
- 04Is there anything you pay for that you do not really use?
Perception of price
- 05How did you feel about the price when you first saw it?
- 06How does the price compare with what you expected?
- 07Is there any part of the pricing that you find unclear or hard to predict?
- 08How easy is it to explain the price to the people who approve the budget?
Comparison
- 09What other options did you consider, and how did their pricing compare?
- 10What would you have done without our product?
- 11Which alternatives do you see as comparable to ours, and why?
How you buy
- 12Who is involved in the decision to buy or renew, and what do they care about?
- 13How is the budget for this decided in your company?
- 14Which pricing model do you find easiest to work with, for example per user, per usage or flat fee?
Closing
- 15At what point would the price start to make you reconsider?
- 16If you could change one thing about how we price, what would it be?
- 17Is there anything else about pricing you would like to share?
Tips for a useful conversation
- Start with the value the customer gets before talking about price, so the price is judged in context.
- Do not defend or explain the price during the interview, because that turns it into a negotiation.
- Ask how they compare, not what they would pay, since stated willingness to pay is unreliable.
- Include the person who approves the budget when possible, as users and buyers often see price very differently.
- Separate feedback about the level of the price from feedback about the structure, such as plans and billing, as they lead to different decisions.
Mistakes to avoid
- Using the conversation to upsell or discount, which stops customers from being honest.
- Asking “Is our price too high?”, which invites a defensive, tactical answer.
- Interviewing only customers who complained about price.
- Changing prices based on one or two strong opinions.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.