Customer onboarding feedback template
After the first 30 days: was setup clear, did they reach first value, and what nearly made them give up.
5 questions · about 2 minutes to complete · free on every plan
Free account required. The template is copied into your workspace; edit anything before publishing.
- When to use it
- Thirty days after sign-up or go-live.
- Who it is for
- New customers.
How to use this template
- Send it within 48 hours of the interaction; response rates and recall both fall the longer you wait.
- Track the top-two-box share (very satisfied + satisfied), not the average.
- Read open-text answers from the lowest scorers first; they explain the numbers.
Questions in the customer onboarding feedback template
1. How easy was it to get started?
rating
2. Have you achieved what you signed up to do?
single choice · Yes, Partly, No
3. Which of these helped most?
multi choice · Setup guide or docs, Onboarding call, In-app tips, Support team, Videos, I worked it out myself
4. Was there a moment you nearly gave up? What happened?
open text
5. How likely are you to recommend us to a friend or colleague?
nps
What the results look like
IllustrativeSynthetic sample of 120 responses generated for this preview, not real survey data. Your results page shows the same charts for your own responses.
1.How easy was it to get started?
120 answered| Answer | Count | Percent |
|---|---|---|
| 1 | 16 | 13% |
| 2 | 7 | 6% |
| 3 | 26 | 22% |
| 4 | 29 | 24% |
| 5 | 42 | 35% |
2.Have you achieved what you signed up to do?
120 answered| Answer | Count | Percent |
|---|---|---|
| Yes | 24 | 20% |
| Partly | 53 | 44% |
| No | 43 | 36% |
3.Which of these helped most?
111 answered| Answer | Count | Percent |
|---|---|---|
| Setup guide or docs | 80 | 72% |
| Onboarding call | 17 | 15% |
| In-app tips | 46 | 41% |
| Support team | 63 | 57% |
| Videos | 25 | 23% |
| I worked it out myself | 81 | 73% |
4.How likely are you to recommend us to a friend or colleague?
120 answered| Answer | Count | Percent |
|---|---|---|
| 0 | 1 | 1% |
| 1 | 4 | 3% |
| 2 | 9 | 8% |
| 3 | 12 | 10% |
| 4 | 8 | 7% |
| 5 | 7 | 6% |
| 6 | 13 | 11% |
| 7 | 14 | 12% |
| 8 | 10 | 8% |
| 9 | 16 | 13% |
| 10 | 26 | 22% |
How to read these questions
- rating: Report the mean and the top-two-box share (the two highest points). Top-two-box is easier to explain and less sensitive to a few extreme answers.
- single choice: Read the share choosing each option, then cross-tab by a segment question to see who differs.
- multi choice: Percentages add up to more than 100% because people can pick several. Compare options by share of respondents, not share of picks.
- nps: NPS = % promoters (9–10) − % detractors (0–6). Check the margin of error before calling a change between two periods.
Frequently asked questions
When should I send a customer onboarding feedback?
Within 24–48 hours of the interaction it asks about, while the details are fresh. Later than a week and both response rate and accuracy drop.
How many questions should a customer satisfaction survey have?
Five to eight. One overall satisfaction rating, two or three drivers, and one open question is enough to act on; longer surveys lose respondents before the open question.
How long does the customer onboarding feedback survey take to complete?
About 2 minutes: 5 questions, most of them single-tap. Every question can be edited, removed or reordered in the builder before you publish.
Is this template free to use?
Yes. Every template is included on the Free plan. Sign up, click Use this template, and it is copied into your workspace where you can edit it, add your logo and share it by link, email or embed.
Related templates
- Customer satisfaction (CSAT)A three-minute check on how a recent purchase or support interaction went, with one open question that tells you why.
- Net Promoter Score (NPS)The standard 0–10 loyalty question plus the two follow-ups that make it actionable: the reason, and permission to follow up.
- Transactional NPSNPS tied to a specific moment (delivery, onboarding, support) so you can see which touchpoints create promoters and detractors.
- Customer effort score (CES)Measure how hard customers had to work to get an issue resolved; low effort predicts repeat business better than satisfaction.