By plan, role or days since sign-up
Pass traits such as plan, role and days since sign-up with Usertick.identify(), and show the survey only when they match your rules. Starter and above.
Onboarding surveys
See onboarding through your new users' eyes
Ask how getting started went the moment setup ends, and ask why when it stalls. Usertick shows where onboarding gets hard, reads every comment and sends answers from stuck users to your team the same day.
The first week decides whether users stay
New users decide quickly whether a product is worth the effort. An onboarding survey asks them at the moments that shape that decision: right after sign-up, when setup is done, and when they stop halfway.
With Usertick, your app tells the survey when a milestone happens, and it opens on the next screen for the users you choose, such as people on a trial or accounts created this month. A welcome survey learns each person's role and goal, so the rest of onboarding can fit them.
Results shows how easy getting started was and where people stall, and the AI files each comment under themes such as hard to set up or unclear first steps. Workflows send answers from users who sound stuck to your onboarding team in Slack, in HubSpot or in your messaging tool.
- Plans
- Onboarding surveys, Results and AI reading on every plan, the free plan included
- When it opens
- On a page, after an event from your app, when someone goes idle or seems stuck
- Who sees it
- New or returning visitors on every plan, users by plan or trait from Starter
- Follow-up
- Slack, Microsoft Teams, HubSpot, Intercom and Customer.io on every plan
Moments to ask during onboarding
Each moment is a milestone or a sign of trouble, so every answer describes one step of getting started.
Right after sign-up
Show a short welcome survey on the first screen, once per person, to learn their role, their team size and what they came to do.
When setup is done
Your app tells Usertick that setup is complete, and the check-in opens a moment later, the first time it happens or a later time you choose, such as the third project. Starter and above, and 1 survey on Free.
When setup stalls
Open the question when someone sits idle on a setup step, leaves a form half filled or seems stuck. Idle works on every plan, forms on 1 survey on Free and every survey from Starter, and the Frustration trigger from Pro.
A few days into a trial
Send a trial check-in by email to this week's sign-ups, with the first question inside the message, or ask in the app once days since sign-up passes a number you set.
Ask only the users who are getting started
Targeting keeps onboarding questions away from people who have used the product for years.
In the right order
Show the second check-in only to people who answered the first, and skip anyone who answered a survey recently, using earlier survey rules. Starter and above, and 1 survey on Free.
See where getting started gets hard
Results turns each check-in into a picture of the first week.
How easy getting started was
See the average effort score and the share who found it easy, for everyone and for each device, compared with the period before.
Who came, and for what
See the share of each welcome survey answer, such as role, goal or how people heard about you, and select any answer to filter the whole page to those people.
Help stuck users the same day
Workflows send each answer to the person who can get a new user moving again.
Stuck users in the onboarding channel
Post answers with high urgency or a customer about to leave to your onboarding channel in Slack or Microsoft Teams, with a button to assign them. Every plan.
A task for the account owner
Write the answers to the HubSpot contact and add a follow-up task for the owner, so a sales or success rep can reach out. Every plan, with the task from Starter.
Onboarding messages that fit the answer
Send the welcome survey's role and goal to Intercom, Customer.io or Braze as an event, and let those tools pick the next message. Every plan.
An owner for every blocker
Give each answer about a blocker an owner and a status in the inbox, and follow it through to Resolved.
How to run an onboarding survey with Usertick
Four steps from the script tag to your first check-ins.
- 1
Add Usertick to your app
Paste the script tag into your app, and call Usertick.identify() with the user's ID and traits such as plan and days since sign-up.
- 2
Start from a template
Pick the Welcome survey, Onboarding feedback or Unfinished setup template, or describe your onboarding to Create with AI.
- 3
Set the moment and the audience
Open it on a page, after an event from your app or when someone goes idle, and show it once to the users your rules pick.
- 4
Publish and follow up
Publish the survey, and add a workflow that posts answers from stuck users to your onboarding channel.
How to run onboarding surveys people answer
Six habits that keep the questions short and the follow-up quick.
- 01
Ask at a milestone
Open the survey after a step is done, such as the first import or the first invite, instead of on every page load.
- 02
Keep the welcome survey to a few taps
Three or four quick choices about role and goal get answered. Save open questions for later check-ins.
- 03
Ask about effort first, value later
Ask how easy setup was right after it ends, and whether the product is useful a few weeks in.
- 04
Leave long-time customers out
Use a trait such as days since sign-up, so onboarding questions only reach people who are still getting started.
- 05
Reach out the same day
A new user who says they are stuck is easiest to help right away, while they still remember the step.
- 06
Use what they told you
Send role and goal to your messaging tool, so the next email or in-app message fits the person.
Onboarding templates and questions
Start from a template written for sign-up, setup or a trial, and change any question.
Templates
Browse all templatesOnboardingOnboarding feedbackLearn how the first steps in your product felt, what new users came to do and where they got stuck. Trigger it when someone finishes setup or on their third day.
OnboardingWelcome surveyLearn who signed up and what they came to do, so you can tailor onboarding and see which channels bring the right people. Show it right after signup, before the first screen of the product.
OnboardingUnfinished setupLearn why new users stopped before finishing setup, with a follow-up question for each reason, so you can fix the step that loses them. Show it to users who signed up a week ago and haven't finished setting up.
OnboardingTrial check-inCatch trial users who are stuck before the trial runs out, and learn what they came to test. Show it on the third day of the trial.
Questions from the library
Browse the question library- How easy was it to get started?Customer effort · Onboarding
- What got in your way while setting things up?Text · Onboarding
- What did you come here to do first?Text · Onboarding
- Did you manage to do it?Yes / No · Onboarding
- What would have helped you most?Multiple choice · Onboarding
- How confident do you feel using the product now?Stars · Onboarding
- What made you sign up today?Text · Onboarding
- How many days until you got real value?Ruler · Effort and time
Frequently asked questions
An onboarding survey asks new users about their first steps with a product: why they signed up, how easy setup was and what got in the way. It runs at milestones during the first days or weeks, so each answer describes one step of getting started.
On every plan, the visitor type rule limits a survey to new visitors, which means a first visit in that browser. From Starter, pass a trait such as days since sign-up with Usertick.identify() and show the survey only while it stays under a number you choose.
Yes, on 1 survey on Free and on every survey from Starter. Your app sends an event such as setup_completed, and the survey opens when it arrives. You can wait for a later time too, such as the third project, and add rules on the event's details, such as the plan.
Keep it to a few quick choices: the person's role, the size of their team and what they came to do. Those answers let you route people into the right onboarding, and the open questions can wait for a later check-in.
Yes. On every plan, a survey can open when someone goes idle on a setup step. On 1 survey on Free and on every survey from Starter, it can open when a form is left half filled, and from Pro, the Frustration and Can't find it triggers open it when someone clicks around without getting anywhere.
Yes. On every plan, a workflow posts them to Slack or Microsoft Teams or adds rows to Google Sheets. From Starter, the same workflow can do both, write them to the HubSpot contact with a task for the owner, and send them as events to Intercom, Customer.io, Braze or Segment.
No. Usertick asks and reads the answers. Keep your onboarding checklist or tour where it is, and add the survey at its milestones, so you learn where people stop.
Yes. Send it to a list, such as this week's sign-ups, now or at a time you schedule. The first question sits inside the email. To send it automatically at a set point after sign-up, start the send from a HubSpot workflow, on any plan.
Yes. Onboarding surveys, page and idle triggers, Results, AI reading and workflows to HubSpot and messaging tools come with every plan, the free plan included. Starter adds event triggers on every survey and targeting by trait, and Pro adds the Frustration trigger.
Listen better, act faster, and build what truly matters.
Start free, see what your customers mean, and get each answer to the person who can act on it.
- 150 responses a month on Free
- Every channel and AI analysis
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