How can I ethically gather satisfaction, churn, timelines in SaaS benchmarking?

[Jacob_H]

I'm a product marketing manager tasked with conducting a competitive benchmarking analysis for our SaaS platform against three key rivals. I have access to their public features and pricing, but I'm struggling to gather reliable data on their actual customer satisfaction, churn rates, and implementation timelines. For others who have done this, what are your most effective methods for gathering this deeper intelligence ethically? How do you structure your analysis to move beyond a simple feature checklist and provide actionable insights for our product and sales teams? I'm also concerned about presenting the findings in a way that motivates improvement rather than just creating a defensive atmosphere.

[Kyle_W]

Great topic. A good starting point is ethical, triangulated data: collect customer feedback with consent (surveys or interviews), gather win/loss notes with NDA respect, and triangulate with public benchmarks and reviews. Don’t rely solely on what you can pull from pricing pages or press releases.