Survey · Feedback
SaaS onboarding survey template
Built around the first thing a new user wanted to get done. People who got there easily move on quickly, people who struggled say which part took effort, and people who are still stuck name the step and describe it. Anyone can ask for a walkthrough at the end, and those who do get their own ending.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Welcome aboard. Tell us how your first few days went, so we can make them easier for you and everyone after you.
When you signed up, what were you hoping to get done first?
How are you using it?
Have you managed to do that yet?
Where did you get stuck?
What happened at that point?
Which part took the most effort, and why?
Overall, how easy was it to get set up?
How clear was each of these?
What helped you get started?
How confident do you feel using it on your own now?
What's one thing that would have made your first week easier?
Would you like a short walkthrough with someone from our team?
What's the best email to arrange it?
Endings
Thanks, this helps the next person too
Thanks, we'll be in touch 🚀
The flow
Where each answer leads. Every route here is editable once the form is yours.
Long text
Single select
Single select
Single select
Long text
Long text
Opinion scale
Matrix
Multi select
Rating
Long text
Yes / No
What this template uses
- Long text
- Single select
- Opinion scale
- Matrix
- Multi select
- Rating
- Yes / No
- 4 branches
- 2 endings
Questions to consider
- How many days after sign-up has a new user done enough to answer well?
- Do the options in "Where did you get stuck?" match the real steps of your setup?
- Who replies to walkthrough requests, and how quickly can they respond?
- Should admins setting up a whole company get extra questions about permissions or rollout?
How to use the responses
Count where stuck users got stuck: the step named most often is the one to fix first. Compare the ease score between people who used the in-app guide and people who worked it out themselves. Reply to every walkthrough request within a day, because a new user who asked for help and heard nothing rarely comes back.
How to customize and share it
- 1Edit the stuck options to match the actual steps of your product's setup, in order.
- 2Change the clarity grid rows to the moments in your onboarding you are least sure about.
- 3Send the link by email a few days after sign-up, and add the user's plan or sign-up date as a hidden field.
Frequently asked questions
When should I send a SaaS onboarding survey?
A few days to a week after sign-up, once people have tried the product but before they have given up on it. Too early and there is nothing to report; too late and the struggling users are gone.
What should an onboarding survey ask?
What the user wanted to do first, whether they managed it, where they got stuck and how easy setup felt. Those answers point straight at the steps to fix.
What is a customer effort score?
A rating of how easy something was to do, usually on a scale from very difficult to very easy. This survey uses one for setup as a whole.
Can I edit this onboarding survey?
Yes. Use this template copies it into your account, where you can change every question and branch, then share it by link or embed it in your app.