User satisfaction and retention are critical factors for any product team’s success and when users don’t complete onboarding it wastes acquisition dollars and slows the rate of learning. By asking the right questions during onboarding you can uncover what specific factors are stopping users from activating and make changes to strengthen the conversion funnel.
This survey allows you to identify the specific reasons why users abandon the onboarding process. Use it when you notice a high rate of incomplete onboarding, low engagement, or even when you launch new features. It will help you quickly identify any issues that are preventing users from activating and guide you in finding solutions to address those issues.
Let’s say you’re the product manager for a mobile app that provides financial planning and budgeting services. You recently launched a new feature that allows users to link their bank accounts to the app. After a week, you notice that the number of users who completed onboarding has dropped significantly. You have some hypothesis that the new feature may have made onboarding more challenging or complicated, but you don’t have enough information to determine the exact issue.
By using your survey, you can quickly identify the reasons why users aren’t completing onboarding. You discover that many users selected "Difficult to set up" as the main reason for not completing onboarding, and the open text responses reveal that the new bank account linking feature is indeed confusing for many users. Armed with this information, you can take steps to make the onboarding process easier, provide more guidance on how to link bank accounts, and ultimately improve user engagement and retention.
By understanding the specific factors that prevent users from activating, you can create a better experience that builds trust and meets your users’ unique needs.
