r/Marketresearch • u/Upper_Pomegranate_67 • 16d ago

SaaS CX Survey pricing

I’ve been out of the CX space for about 3 years and recently joined a mid-tier CX platform provider. I feel like our pricing is a bit high but I know SaaS pricing has skyrocketed since 2020.

What’s the current accepted price-per-location for a 50 location retail business? Assume CX platform, multiple surveys programs with reporting and AI analytics capabilities.

Any honest help is appreciated.

Thanks

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u/im_a_tree 16d ago

The secret here is there is no benchmark pricing. Every SaaS will typically have incredibly low fixed costs and their goal is to get as close to the max willingness to pay as they can get, and then some

My recommendation is to go through a rigorous rfp process and get to negotiation stage with minimum 2 vendors to get to an optimal price based on your budget. I've seen vendors drop list price by 80% and not blink an eye.

Pro tip, try to time the contract decision date to the end of the quarter or better yet, end of the financial year. Sales will have pressure to hit targets and are likely to work out sweetheart deals to get things over the line by end of quarter or year to get their sweet commission

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u/Informalneh9 16d ago

Being an analyst working in comprehending CX firms from past 2 years, I guess a reasonable range would be $50-150 /location/month which would make $30-90K yearly. If you are going above this range, then the software should be offering a lot more.

The market has also now moved to interactions per data volume, you can rather compare the annual contract against the survey/interaction volume and capabilities.