Onboarding Survey Questions
- What made you buy the product/service?
- How easy was it for you to get started?
- What is the most important improvement we could make to improve your onboarding experience?
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- What made you buy the product/service?
- How easy was it for you to get started?
- What is the most important improvement we could make to improve your onboarding experience?
- The overall on-boarding process
- Your on-boarding team
- The administrative training
- The end-user training
- The amount of training documents and videos available to me during the on-boarding
- The platform met the expectations set in the sales process
- The time it took to implement your application
- My onboarding resource clearly communicated key milestones
- My on-boarding team was responsive
- My on-boarding team clearly communicated risks within the timeline
- From 1 to 5, how would you rate your Actimo training? Why?
- From 1 to 5, how would you rate the quality of the resources available to learn how to use Actimo? Why?
- From 1 to 5, how well did the Actimo team communicate deadlines, pending items and tasks during the onboarding process? Why?
- From 1 to 5, how would you rate you overall satisfaction with Actimo's onboarding process? Why?
- What made you buy the product/service?
- How easy was it for you to get started?
- What is the most important improvement we could make to improve your onboarding experience?
- ease of use?
- challenges to highlight areas of improvement?
- time to value?
- UI?
Hi Tiffany,
This is such a great question! One of my favorite onboarding survey questions asks if their implementation was "easier than expected." This has been a helpful check-in to make sure we're setting good expectations. The vast majority of the time, customers find that onboarding was easier than they thought - music to my ears!
Best,
Alex
Thanks
#forumnewby
As for training incentives, we found that certifying users as Actimo Experts was successful. Many of them even add their certification on their LinkedIn profiles.
@Walter Zepeda... my guess is you have great insight here.
" I always tell my clients that NPS is better than nothing, but not much. " ?
And any assertions about NPS prediction validity is suspect. The science shows we humans are terrible at predicting how we'll feel or what we'll do in the future, which is one big reason why NPS is such a poor predictor of actual behavior. Another major reason is statistics--unless you have a very large sample size (such as in B2C environments), any variation you see is most likely due to chance. A 2016 study by the University of Cambridge showed how just bad NPS performed predicting customer loyalty. Over a 3-year period, between 72% and 82% of the time NPS ratings did not match actual customer buying behaviors at a large UK B2B company.
I always tell my clients that NPS is better than nothing, but not much. It's one way to obtain verbatim comments from which one can ask more specific questions in a CSAT survey that more accurately diagnoses problems and measures the results of process improvement. And ultimately, that's the goal. Best to use the right tools for the job.
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Walter Zepeda
Head of Customer Success at Actimo America
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Original Message:
Sent: 10-18-2020 18:57
From: Tiffany Morin
Subject: Onboarding Survey Questions
I posted on linkedin recently my POV towards onboarding surveys, more specifically the use of NPS during this stage (too soon to ask in my opinion). Obviously, the types of questions would depend on the software and customer base - I'd love to hear from the community about questions they've asked during this stage.
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Tiffany Morin
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A few thoughts to add. I would imagine an onboarding survey would tie back to the objectives of the onboarding process.
Before and after scaling questions can offer a lot of insight into where gaps might exist after onboarding.
For instance, you can ask "on a scale of 1 to 10, what was your knowledge level/comfort level with XYZ prior to onboarding" And then follow it up with "on a scale of 1 to 10, what is your knowledge level/comfort level of XYZ after the onboarding process". You can center the question around any aspect of the process. This can help you measure the progress you're making with onboarding while also identifying where there may still be gaps. For instance if someone was a 1 before onboarding and they are now a 5 (out of ten) what does this information tell you? it certainly shows progress but also indicates there is still a ways to go. Asking the right questions can help you identify where the gaps might be.
It might also be interesting to include a (scaling?) question around how onboarding is helping them understand how their use of your product will help them achieve their business outcomes. High or low scores around this can help you identify red flags early in the process.
The questions should all depend on the goal of the survey:
For instance if the goal is to highlight areas of improvement, a question could be around one thing they found challenging while starting to use the product. (Asking around challenges will yield more detailed responses than asking around improvements. Frustration/challenges are strong emotions and are more likely to remain in their minds.)
Asking questions during onboarding is critical to reducing churn.
Morning Tiffany
I think you've asked some great questions there.
Interesting point around NPS scoring as there is so much divided opinion around this at the onboarding stage. Personally I do agree with you, it is a little early. I would say however you can derive a score from using both quantitive and qualitative questions in your survey.
You could consider a question around how happy the customer is with their onboarding experience with a 1-5 answer. Then follow up with what is the most important improvement you would like to see, the previous scoring will help frame the value of the improvement.
As a side note I've recently added a little extra for the customer, bit of fun and goodwill - "We love to celebrate our customers, tell us whats new in your world and we can share it with our community" - we've had some excellent responses from this, its really helped us foster relationships at an early stage and drive engagement.
I hope this helps a little.
Craig
I agree that NPS may be too early to use, but may have some value in gauging how successful the onboarding is (i.e. did onboarding make the customer feel better or worse about starting their new relationship with you? First impressions on the actual product vs. what was promised leading up to the sale.
I would be careful about adding too many questions during this phase of the relationship, as it could set up a case of survey fatigue. This probably depends on each organization's survey strategy, so your mileage may vary. 3 sounds like a good number for just about anyone, though.
I especially love the third question because if goes directly to the experience and even if it was a positive one, it can lead to feedback that can make it better.