Onboarding questions that make the first month feel easy
Ask new clients how the contract, access, tools and first meetings went, and what you need to learn about their business. Each question below comes with when to ask it and what the answer tells you.
What client onboarding survey questions tell you
Client onboarding survey questions ask new clients how the start went: how easy it was to get going, what took longest, whether they know who does what and how well you seem to understand their business. The first month sets the tone of the account, and early friction tends to come back at the first renewal.
Ask two to three weeks after the contract is signed, once the teams have met and the tools are set up. Pick four to six questions: the effort score, the grid, who does what and the open question on week one. Send the survey from Usertick to the new client contacts, or put the link in your two week check in email.
Each written answer gets a category, a theme and a sentiment, and each response an urgency. Give each response an owner in the inbox, usually the account lead, and close it once the gap is fixed.
- Questions
- 13
- Best asked
- Two to three weeks after signing
- Industry
- Agencies
- Where to find them
- From library in the Usertick survey editor, on every plan
The 13 client onboarding questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How the start went
Start with one effort score and the grid, then the details: what took longest, how many days passed before work began and whether the welcome pack helped.
- 01Customer effort
How easy was it to get started with us?
A customer effort score for getting started. It can be answered inside the email, and Results shows the average and the share who found it easy.
- 02Matrix
Rate each part of getting started
Rates the contract, sharing access, meeting the team and setting up tools in one grid. The heat map shows which step of your onboarding needs work.
- 04Multiple choice
What took longest at the start?
Names the step that took longest, from the contract to finding the right people. Results shows the share of each across new clients.
- 08Ruler
How many days from signing to starting work?
How many days passed between signing and starting work, on a ruler. Results shows the median, which you can set against what the sales team promised.
- 09Yes / No
Was the welcome pack useful?
A yes or no on the welcome pack. When clients answer No, read their week one answers to see what the pack should cover.
Who does what
Ask whether roles, meetings and tools are clear, so the client knows how to work with you from week three on.
- 03Yes / No
Do you know who does what on our side?
A yes or no on whether the client knows who does what on your side. Answer every No with a one page team sheet the same week.
- 13Stars
How clear is the way of working we agreed?
A star rating for how clear the agreed way of working is. Read it with the who does what question to see whether roles or process cause the confusion.
- 10Dropdown
How often should we meet in the first month?
How often the client wants to meet in the first month. Results shows the share of each, which sets the meeting rhythm for the account.
- 11Contact
Who is your day to day contact for this account?
Collects the name and email of the day to day contact. Results lists them in a table, ready for your project tools.
- 06Multiple choice
Which tools will we share with you?
Lets the client tick the shared tools they expect, with an option for not decided yet. Use it to confirm the setup and spot clients still waiting on access.
How well you know the business
These questions show what the client expected and what you still need to learn, so the account team can close the gap early.
- 07Big scale
How confident are you that we understand your business?
How confident the client is that you understand their business, on a scale of 1 to 10. Ask it again after three months to see whether it grows.
- 12Text
What do we need to learn fastest about your business?
Asks what you need to learn fastest about the client's business. Share these answers with everyone on the account before the first deliverable.
- 05Text
What did you expect from us in week one that did not happen?
The open question for expectations you missed. Read these by theme to see what your sales conversations promise that onboarding doesn't deliver.
Tips for asking about client onboarding
Small choices that get honest, useful answers.
- 01
Ask in week two or three
Wait until the teams have met and the tools are set up. Asked on day one, there is nothing to rate yet.
- 02
Ask every new contact
Send the survey to each person on the client side who took part in onboarding, from the sponsor to the day to day contact.
- 03
Fix gaps within a week
Give each response an owner in the inbox and close the gaps it names before the first deliverable is due.
- 04
Compare onboarding across clients
Add a tag for the client to the survey link, and compare effort scores and slowest steps across accounts in Google Sheets.
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 client onboarding
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Two to three weeks after the contract is signed. Usertick can schedule the send up to 30 days ahead, so set it up on the day you sign.
Four to six. Start with the effort score and the grid, add who does what and end with what the client expected in week one.
Yes. The contact question collects a name and email, and Results lists them in a table.
Yes. Keep a fixed set, so you can compare onboarding across clients and see whether changes to your process help.
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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