Understand how new users experience your product setup. Identify friction points in onboarding and improve time-to-value for every customer.
This post-onboarding survey is designed for SaaS companies, B2B platforms, and digital products that want to understand and optimize the new user experience. It measures clarity of setup, quality of support, and whether users achieved their initial goals.
The template balances quantitative ratings for tracking trends with open-ended questions that surface specific pain points. Use it to find out where users get stuck, which resources actually help, and whether your onboarding delivers on the promise that got them to sign up.
How would you rate your overall onboarding experience?
How easy was it to set up your account and get started?
How clear and helpful were the onboarding materials (docs, tutorials, walkthroughs)?
How responsive was our support team during onboarding?
Did you achieve your primary goal with our product within the first week?
Which onboarding resource was most helpful?
How confident do you feel using the product on your own?
How likely are you to recommend our product to a colleague?
What was the most confusing or frustrating part of getting started?
What feature or improvement would make the biggest difference for you right now?
Send this survey 7-14 days after signup when users have had time to explore but onboarding is still fresh.
For the multiple-choice question, list your actual onboarding resources (docs, video, live demo, etc.).
Add a conditional branch: if confidence is below 3, trigger a follow-up from your CS team.
Segment responses by plan tier or company size to identify where different user types struggle.
Track NPS from onboarding surveys over time to measure onboarding improvements.
Keep the survey short -- new users are still evaluating your product and a long survey adds friction.
Trigger surveys at the right moment, analyze responses with AI, and close the loop with your CS team -- all in Customer Echo.