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.)
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.
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.
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.
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.