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Onboarding Experience Survey Template
Most churn is decided in the first week. This template asks new users what was confusing while they still remember, and gives you a time-to-value measure you can improve release by release.
Questions
6
Best for
SaaS onboarding flows and new customer welcome sequences
When to send
At the end of onboarding, or 7 days after signup
The 6 questions
- 1.
How would you rate your onboarding experience?*
1 to 5 stars
- 2.
Did you achieve what you signed up to do?
Thumbs up / down
- 3.
How long did it take to get your first result?
Choose one: Under 10 minutes / Under an hour / Same day / More than a day / Still trying
- 4.
Which step was most confusing?
Short answer
- 5.
What would have helped you get started faster?
Open text
- 6.
How likely are you to keep using the product?
0 to 10 scale
Tips for using this template
- Trigger the survey on completion of the key activation event, not on a timer, when you can.
- Read every "most confusing step" answer for the first hundred responses; the patterns are obvious quickly.
Frequently asked questions
Should onboarding surveys be in-app or by email?
In-app at the moment of completion gets far higher response rates. Use email as a fallback for users who drop out.