What is customer or user onboarding?
As you develop and launch new products, it is essential to understand how users experience the onboarding process. A smooth onboarding experience can be the difference between a new user who becomes a loyal customer and one who abandons the product.
Customer or user onboarding is the process by which users become proficient in a program or application. This process includes the initial experience, training, product walkthroughs and customer success.
What is a customer onboarding survey?
Measuring the onboarding experience is so important. By asking new users to rate their onboarding experience on a scale of 1-5, you can easily quantify how well the product is meeting users’ needs from the outset. The open-ended question "What was difficult about getting started?" allows users who gave a lower rating to explain what went wrong, giving you actionable feedback for future improvements.
Additionally, users who rate their onboarding experience highly (4-5) are asked a follow-up question to determine their level of satisfaction with the product’s ability to meet their needs. This information is crucial in understanding how the onboarding experience affects user expectations and overall satisfaction.
Why use a customer onboarding survey?
This survey is useful for anyone involved in the product development process, including designers, product managers, and developers. It is especially useful during the initial stages of a product’s launch when you are trying to understand how users are experiencing the onboarding process. By conducting this survey early on, you can quickly identify areas that need improvement and make changes before losing potential customers.
What is an example of a customer onboarding survey template?
For example, let’s say you have just launched a new personal finance app. Your team has spent months developing and testing the app, and you are confident it will be a hit with users. However, after the first week of launch, you notice that many new users are abandoning the app after the onboarding process. By implementing this survey, you quickly discover that many users are finding the sign-up process confusing, and they are having trouble linking their bank accounts. Armed with this information, you can make changes to the onboarding process, simplifying the sign-up process and improving the instructions for linking bank accounts. As a result, new users are more likely to stick with the app, becoming long-term customers.
What results can you expect with an onboarding survey template?
In summary, this is a powerful tool for understanding the onboarding experience and identifying areas for improvement. It can be used by anyone involved in product development, and it is especially useful during the early stages of a product’s launch. By conducting this survey and using the feedback to make changes, you can ensure that new users have a positive onboarding experience, setting them up for a successful and satisfying long-term relationship with your product.