Onboarding questions that show where new customers almost gave up
Ask new customers how opening the account went, from the identity check to the first login. Each question below comes with when to ask it and what the answer tells you.
What bank onboarding survey questions tell you
Bank onboarding survey questions ask new customers about the first hour of the relationship: how long the application took, where the identity check or document upload got hard, and how clear the account options were. Customers who give up halfway rarely tell you why, and the ones who finish still remember the friction when another bank offers a switching bonus.
Ask within a day of the account opening, while the steps are fresh. On your online banking site, show a short survey on the first login; for customers who opened the account in your phone app, put the survey's link in the welcome email. Pick four to six questions: the effort score, where it got hard, one reason they chose you and the open question.
Each written answer gets a category, a theme, a type and a sentiment as it arrives, and each response an urgency, so a customer stuck waiting for approval reaches your onboarding team before a wish for a different card design does. In the inbox, give each response an owner and a status, and post the hard cases to Slack or Microsoft Teams.
- Questions
- 14
- Best asked
- Within a day of the account opening
- Industry
- Finance
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 accounts and onboarding questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How opening the account went
Start with the effort score, then the facts behind it: how long it took and whether the customer finished in one go.
- 01Customer effort
How easy was it to open your account?
Put this first, right after the account opens. Results shows the average and the share who found it easy; select the low scores to read where those customers got stuck.
- 02Ruler
How many minutes did opening the account take?
Lets the customer mark the time on a ruler from 0 to 60 minutes. Results shows the median and the middle half, which you can compare with the time your flow is designed to take.
- 04Yes / No
Did you finish in one sitting?
Splits customers who finished at once from those who left and came back. Select No in Results and read what those customers said nearly made them give up.
- 12Emoji
How did opening the account feel?
How the whole process felt, on a row of faces. It picks up worry and relief that an effort score misses, and can be answered inside an email Usertick sends.
Where new customers got stuck
Ask which step caused trouble and what nearly made them quit, so each fix has a clear place in the flow.
- 03Multiple choice
Where did opening your account get hard?
Points to the step that caused trouble, with Nowhere for the smooth cases. Results shows a bar per step, so a growing share on the identity check or the approval wait stands out.
- 07Text
What nearly made you give up?
The open question for the end. Each answer arrives with a sentiment and a theme, so you can filter for identity checks or app problems and read the exact words customers used.
- 05Stars
How clear were the account options?
A star rating for how clear the checking, savings and other choices were. A low average here can explain customers who open the wrong account and call support in the first week.
Why they picked you
Learn what brought customers in and what they opened, so you can read every other answer by account type and source.
- 06Multiple choice
Why did you choose us?
The one reason that tipped the decision, from fees to a switching offer. Results shows a donut of shares; compare it with the message your ads and branch posters lead with.
- 10Yes / No
Did you switch from another bank?
Separates switchers from customers opening their first account with you. Switchers compare every step with their old bank, so read their effort scores apart from the rest.
- 11Date
When did you first hear about us?
When the customer first heard of you, picked on a calendar. Results shows a calendar of picked dates, which you can line up with a campaign to see how long people take to decide.
- 09Dropdown
Which account did you open?
Which account the customer opened, from checking to student. Select an account in Results to filter the whole page, since a joint or business application has steps personal checking doesn't.
Trust and paperwork
Ask how safe the account feels, and use the document questions only where your onboarding process truly needs them.
- 08Big scale
How confident are you that your money is safe with us?
Trust on a 1 to 10 scale, asked once the account is open. Results shows the average and a column per step; read the low columns beside the answers about the identity check and fees.
- 13File upload
Upload a photo of your ID
Collects an ID image with the response, so ask it only where your compliance team has agreed to receive documents this way. For feedback on onboarding, the question about hard steps tells you more. File upload is on every plan, 1 per survey on Free.
- 14Signature
Sign to confirm your details are correct
A drawn signature saved with the response and shown in a gallery in Results. Use it only where a signed confirmation truly belongs in this flow, and leave it out of a feedback survey. Signature is on every plan, 1 per survey on Free.
Tips for asking about accounts and onboarding
Small choices that get honest, useful answers.
- 01
Ask within a day of opening
Send the survey the day the account opens, or show it on the first login. A week later, customers remember the result and forget the step that slowed them down.
- 02
Hear from customers who gave up
Put the survey's link in the email that reminds people to finish their application. Their answers about what nearly made them quit explain the drop in your funnel.
- 03
Keep identity documents in your own flow
Collect ID through your verified onboarding steps, and use the survey to ask how that step felt. A feedback survey that asks for documents can look like a phishing attempt.
- 04
Read results by account type
Filter by the account opened before you compare scores. A business or joint application takes longer for good reasons, and mixing it with personal checking hides the real problems.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about accounts and onboarding
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Within a day of the account opening. Usertick sends to a contact list now or on a date you schedule up to 30 days ahead, and there is no automatic send when an account opens in another system, so send in daily batches or put the link in your own welcome email.
On your online banking website, yes, as a popup, a side button or inside the page. Usertick doesn't run inside a phone app, but your app can open the survey's link.
Four to six. Start with the effort score, ask where it got hard and why they chose you, and end with the open question.
The effort score. It works inside an email Usertick sends, so even a customer who answers nothing else leaves a score you can follow month by month.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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