Customer Onboarding Survey Template
Check how smoothly new customers get started with your product or service.
What this survey is for
Catch onboarding friction in the first weeks, before it turns into churn.
Example questions
- 1
How easy was it to get started with us?
CES
- 2
How long did it take to get value from the product?
Single choice
- 3
Where did you run into friction during setup?
Multiple choice
- 4
Did you find the help or documentation you needed?
Yes / No
- 5
I feel confident using the product on my own.
Opinion scale
- 6
What almost made you give up during onboarding?
Open text
- Send the customer onboarding survey at the moment it's most relevant to the respondent.
- Keep it short — every extra question lowers completion.
- Always include at least one open-text question so AI can surface themes.
- Segment responses by audience and touchpoint to find what to fix first.
- Close the loop with respondents when you act on their feedback.
Frequently asked questions
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