Onboarding Survey

• Post-Kickoff Call Survey
  • Based on your expectations, how did your onboarding call go?
  • What would you have liked to see during the call that you didn't?
  • Any additional feedback?

• Post-Launch Survey
  • Based on the expectations set by your Onboarding Coach, how did your onboarding process go?
  • Do you feel your Onboarding Coach was well equipped (with support, ideas/solutions, etc.) to get the program live and have long-term success?
  • What would have helped to make your onboarding process better and/or more efficient?
  • Any additional feedback?

The Post-Kickoff Call Survey can help ensure that your Sales team is setting the right expectations, your Onboarding team is meeting those expectations and your product is ahead of the expectations. The earlier you can identify a problem, the more time you have to resolve it. 

The Post-Launch Survey ensures that the Onboarder set the correct expectations from beginning to end, while keeping a pulse on if they were coming prepared.

Both of these surveys will help you identify the pieces missing in your onboarding process. 

Hope this helps!

Love it! In the teams we've talked to there seems to be a tension on the spectrum between open-ended and closed-ended (if that's a phrase) feedback.

Open-ended feedback like an open text field requires more effort from the user, but can get much more specific actionable feedback. Closed-ended feedback like a dropdown of options why you canceled make it easier for the user, but misses everything that falls between the cracks of those options.

And open-ended feedback has within itself its own spectrum of open and closed, and your survey question is on the open-end of that for sure.

The reason I asked is because doing the processing after the fact-trend spotting, segmenting, determining actions-can seem like a lot of work, and make that option appear unappealing.

But using a biweekly meeting to keep driving that process forward as a chance for anyone who wants to get involved is awesome. The backlog never grows too unwieldy, everyone stays in touch with customers, and that feedback turns into action.

1. Host a customer feedback review session (biweekly and open invite to entire company – Yay, cross-functional customer-centric team work!)
2. Read through the verbatim responses to the open-ended question (What is main reason for your rating?)
3. Ask my colleagues "What stands out to you?" and "What themes do you see?"
4. Group patterns and name them.
5. Ask colleagues, "Given what we are seeing, should we take action? Why? Who benefits?"
6. If yes, ask colleagues to opt-in to working on the project(s).

• [Our product/service] works as promised, within time and budget. Rate 1-10.
• What is main reason for your reply?

• [Our product/service] works as promised, within time and budget. Rate 1-10.
• What is main reason for your reply?