How clear were the setup steps in our guide?
Very unclear / Unclear / Neither clear nor unclear / Clear / Very clear / Not applicable
Tests the written path on its own. If people rate the guide clear and still stall, look for a step the guide skips.
Customer onboarding survey: ask about the setup, not the sales call
A customer onboarding survey asks new customers which setup steps they finished, where they got stuck, and whether they reached a first useful result. Send it after a customer has tried the core task, not on the day they sign up, and send it at the same point to every new customer. Tie each question to one step of the setup, so the answers show which part of the path needs fixing.
Question bank
Questions that map to steps in the setup
Which step took you the longest?
One choice from the setup steps listed in the survey
A single longest step is easier to act on than a list of everything that felt slow.
Did you reach your first useful result without help?
Yes, on my own / Yes, with help / Not yet / Not sure
Separates setup completed alone from setup that needed people. Read 'with help' as a sign the path needs work, not as a failing of the customer.
What was the hardest part of getting started?
Open response
Adds the detail behind the choices, in the customer's own words. Read it against the step the customer named.
Field blueprint
Fields that record where setup stalled
| Field | Type | Required | Why you ask it |
|---|---|---|---|
Account or workspace nameHelps us match your answers to your setup. Leave blank if you prefer. | Short text | Optional | Lets the team connect answers to one setup path, so a stalled step can be checked against the record. |
How long have you been using the product?Less than 1 week1 to 2 weeksMore than 2 weeks | Single choice | Required | Shows whether the survey arrived before the core task had been tried, which makes a blank answer hard to read. |
Which setup steps have you finished?Tick each step you have completed. Set up my account settingsAdded my first recordsInvited team membersRan my first reportNone yet | Multiple choice | Required | The step checklist. It records progress without a rating, so people who stalled early can still answer. |
How clear were the setup instructions?Very unclearUnclearNeither clear nor unclearClearVery clearNot applicable | Single choice | Optional | The rating for the written path. Read it beside the step checklist, not on its own. |
Which step was the hardest?Set up my account settingsAdded my first recordsInvited team membersRan my first reportSomething else | Dropdown | Optional | Names the step where people stalled. A single step can be assigned to a fix; a long list cannot. |
Did you need help from our team to finish setup?No help neededYes, by emailYes, by phoneYes, in a meeting | Single choice | Optional | Separates unaided setup from setup that needed people. Each yes is a prompt to review that step in the guide. |
About how many minutes did setup take?A rough estimate is fine. | Number | Optional | A check on how long the path takes, read beside the steps finished rather than as a precise measure. |
What got in the way?Describe the step and what you expected to happen. | Long text | Optional | The detail behind the stall. Asking for the expectation gets more useful answers than asking who was at fault. |
Can someone from our team follow up?YesNo | Single choice | Optional | A separate choice, so the survey stays optional for people who only want to share a view. |
Email for a follow-up (optional)Only if you answered yes above. | Optional | A contact route for the people who asked to be contacted. |
Try it
Preview the step checklist as a customer sees it
Read the results
Read the results step by step
Find the first step people did not finish
Line up the step checklist in the order people complete it. The first step many respondents left unchecked is the likely blockage, and steps after it say little until that one is fixed.
Compare groups by sign-up week
Group responses by when customers signed up, so a change to the guide shows up in the group that received it. Mixing old and new guide versions in one total hides whether the change helped.
Treat each request for help as a missing explanation
When someone needed email or phone support, read what they wrote and ask what they expected to see. The fix usually belongs in the guide or a default setting, not only in a reply to that one person.
Connect each fix to a date in the results
Log every change to the guide with its date. When the next group reports the same step, you can see whether the fix moved it, rather than guessing from memory.
Frequently asked questions
When should you send a customer onboarding survey?
After a customer has tried the core task at least once, and not on the day they sign up. Pick a point your team can name, such as the first completed task, and send the survey at that point to every new customer so the groups compare fairly.
How many questions should an onboarding survey have?
Enough to find the stalled step and no more. Keep the step checklist, one rating for the guide and one question about help, then cut anything your team will not use in its next review.
What should a customer onboarding feedback form include?
The steps your setup guide asks people to complete, listed in the order they do them, plus a question about where they got stuck and whether they needed help. A general satisfaction question on its own cannot show which step to change.
Can I use the same onboarding survey for every customer?
Yes, if every customer follows the same setup path. Customers on a different plan, or with different setup steps, need their own step list. Keep one version for each path, and compare each version only with itself.
Browse by category
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