Customer onboarding survey template

Question 1

What is a customer onboarding survey?

Answer

A customer onboarding survey collects feedback on the onboarding process. It helps you gauge whether or not the onboarding flow you've designed is good enough to retain customers. Remember that customers have higher expectations than users (who don't pay). Hence it's vital to stay on top of their familiarizing themselves with the app.

Question 2

Why use a customer onboarding survey?

Answer

To answer this question, we need to clarify the difference between a customer and user onboarding.

Customers, as opposed to users, pay. Since they've invested in the app, customers' expectations of it are set much higher than those of users. They expect the product to fulfill their needs and use it to its full potential.

Designing onboarding flows for users differs from designing for customers. Whereas user onboarding simply introduces the product's key functionalities, customer onboarding aims to nurture them and make sure they realize and use the products' potential.

The customer onboarding is designed to help keep paying users engaged. It keeps retention rates high and impacts overall product monetization. Failing to familiarize the users with your product's capabilities leads to dropouts and makes customer acquisition efforts go to waste.

Sending a customer onboarding survey is a way to stay on top of the onboarding experience you've designed, improve the glitches, and perfect the processes.

It also helps you better understand the users' goals. As a result, it lets you create effective customer nurturing strategies to increase customer lifetime revenue.

Question 3

What are the standard questions of a customer onboarding survey?

Answer

With the customer onboarding survey, you gauge the new customers' initial experience and to what extent they realize the app's full potential.

You also want to discover their short-term goals and visions - to be able to leverage the knowledge while nurturing users to upgrade them to higher pricing tiers.

Ask questions* like:

How has your experience with using the app been so far?
Do you feel you make the most of the app? Or are there any features you don't understand?
Based on your recent experience with using the app, how satisfied are you with it?
On a scale 0-10, how likely are you to recommend the app?
What is the biggest problem the app solves for you?
Do you use the app for professional or personal purposes?
Which features are most interesting to you?
Is there anything you cannot do with the app that you wish you could?

* Note that we used the word "onboarding" in none of the survey questions. We did it purposefully. Your customers might not be familiar with the term. So, ask how they felt during the onboarding without using the term.

Question 4

How to use the customer onboarding survey template?

Answer

Send the customer onboarding survey once the customers have finished the onboarding process and have had enough time to look around.

The customer onboarding survey template will help you get rolling, so feel free to use it. (The sign-up is free. There are no strings attached at this point.)

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1. Adjust and configure the customer onboarding survey template

First, go through the questions we suggest in the template above and tweak them to fit your product and context.

Consider customizing your survey. Making it look on-brand by changing colors and the background of your survey will enhance the user experience. You can also go a step further and remove branding and add your company logo. (This is a paid feature, though.)

These are optional steps. However, since you're upgrading the overall experience users have with your app, they are worth taking.

When you're done modifying the survey, configure it by selecting the tools you're going to distribute it with - be it your CRM or the marketing automation tool you use.

It's again an optional, worthwhile step. By selecting the 3rd party tools, you won't have to ask about the respondent's contact details, as Survicate will pull them from your CRM for you. As a result, the responses won't be anonymous to you. It's helpful if you want to close the feedback loop and further strengthen the relationships with users.

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2. Distribute the survey. ‍

To decide how to distribute the survey, you need to take into account your persona and the user journey you've designed. Will it be best for the response rate if you email the onboarding survey? Or, do you want to run a web-app survey or trigger it in your mobile app? It's for you to decide. If you're not sure, start slowly and run tests.

If you decide an email will be the most effective way to deliver the survey, we recommend embedding the survey in the email body. With Survicate, it's straightforward to do. It should significantly increase the survey response rate.

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3. Start analyzing results.

Since Survicate gives users real-time access to customer feedback, you're able to start analyzing the survey results when your customer onboarding campaign is still on. In Survicate's panel, you'll find the survey performance report, as well as the results breakdown together with a word cloud showing you themes recurring in the responses.

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The success of your app monetization strategy is tied to the effectiveness of the customer onboarding. So, keeping an eye on it and honing it is definitely worth your time.

Feel free to use the customer onboarding survey template above and start improving the onboarding experience today.

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Customer onboarding survey template

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All native integrations are
1-click and code-free

We’re here to support you 
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Customer onboarding survey template

What is a customer onboarding survey?

Why use a customer onboarding survey?

What are the standard questions of a customer onboarding survey?

How to use the customer onboarding survey template?

Large section heading

All native integrations are1-click and code-free

We’re here to support you along the way

We’re also there

All native integrations are
1-click and code-free

We’re here to support you 
along the way