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Customer Experience

Customer Onboarding Experience Survey

Check whether new customers reached their first success – 30 days in.

4 questions · 1 page · about 2 minutes to answer · fully editable after you start

Most churn is decided in the first month, long before the cancellation. This survey lands at day 30 and asks the one question that predicts retention: have you achieved what you signed up to do? It then locates the friction – setup, learning curve, documentation, or support – while the memory of being a beginner is still fresh.

Route low scores straight to your success team as intervention triggers. The open question about the almost-gave-up moment is the single best source of onboarding fixes you will find.

Template preview

This is a picture of every question as a respondent would see it, so nothing on it can be clicked or typed into. Use this template to get your own editable copy.

Opens in the Light theme, or in your own default theme if you have set one — change it anytime to any of the 4 built-in looks, or build your own on a paid plan.

Page 1

Your first month

This survey is about your first weeks getting started with us. Tell us what was easy, what was hard and whether you are getting what you signed up for. It takes about 2 minutes.

Q1.Have you achieved what you originally signed up to do?*

  • Yes, fully
  • Partly
  • Not yet, but on track
  • No, I am stuck

Q2.How easy were the following?

HardOKEasyNot applicable
Initial setup
Learning the basics
Finding help when stuck
Inviting my team

Q3.Was there a moment you almost gave up? What happened?

Respondent types their answer here…

Q4.How likely are you to recommend us so far?

012345678910
Not at all likelyExtremely likely

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