Onboarding questions that find the step where new users stall
Ask new users how setup went, from why they signed up to the first thing they got done. Each question below comes with when to ask it and what the answer tells you.
What onboarding survey questions tell you
Onboarding survey questions ask new users how their first days went: why they signed up, how long setup took, which step was unclear and whether they got their first task done. A new user who stalls in setup rarely writes in about it and simply stops coming back, so these answers are often your only warning.
Ask right after setup or the first task, with a popup on the pages where setup happens, or by email a few days after sign up. Pick three to five questions, and show the walkthrough offer only to users who say they didn't finish.
Each written answer gets a category, a theme and a sentiment, so the same unclear step shows up as one theme across many users. The inbox gives each response an owner, so a user who is stuck hears from your team the same week.
- Questions
- 17
- Best asked
- Right after setup, or within the first week
- Industry
- Any business
- Where to find them
- From library in the Usertick survey editor, on every plan
The 17 onboarding questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How setup went
Start with one score for setup, then find out how long it took and which step slowed people down.
- 01Stars
How would you rate the setup process?
One rating for the whole setup. Ask it as soon as setup ends, and follow the average month by month as you change the first steps.
- 03Customer effort
How easy was it to get started?
A customer effort score for getting started. Results shows the average and the share who found it easy, a number worth comparing before and after you change the first steps.
- 04Dropdown
How long did setup take you?
How long setup took, in plain ranges. Select I did not finish in Results to filter the page to users who gave up and read what got in their way.
- 10Text
Which step was the least clear?
Names the step that was hardest to follow. When the same step comes up again and again across answers, fix that one first.
- 02Text
What got in your way while setting things up?
Names whatever slowed the user down, from a missing permission to an unclear field. Add logic so it appears after a low setup rating, and you get the reason in one sentence.
The first goal
Ask why users came and whether they got there, which is the clearest sign that onboarding worked.
- 14Text
What made you sign up today?
The reason the user signed up today. The themes show what brings people in and whether onboarding takes them to that thing first.
- 05Text
What did you come here to do first?
The job the user wanted to do first. The themes tell you which first task your welcome screen and first emails should point to.
- 06Yes / No
Did you manage to do it?
Whether users got that first job done. Pair it with the question before it, since a No next to a common first task points to the step to fix first.
- 09Text
What was your first impression?
A first impression in the user's words. Ask it within the first day, before habits form, and read the sentiment of each answer to see how new users feel.
Help and readiness
These show what help new users want and whether they are ready to bring in their data and their team.
- 07Multiple choice
What would have helped you most?
Users can pick every kind of help they wanted. Results shows bars with each share, so you know whether to write a guide, record a video or offer calls.
- 08Stars
How helpful was our documentation?
Rates your help pages and guides. Ask it of users who opened them, and read it next to the least clear step to see where the guides fall short.
- 11Stars
How confident do you feel using the product now?
How confident users feel once onboarding is over. Ask it a week in, since a low average means users finished setup without learning the product.
- 13Yes / No
Were you able to bring your existing data in?
Whether existing data made it in. Users without their data have little to work with, so add logic to show the upload question to users who answer No.
- 12Yes / No
Do you plan to invite your team?
Whether the user plans to bring in teammates. A Yes is the moment to show how to invite them, and a No tells you the account still depends on one person.
Next steps for users who are stuck
Offer help and plan the rest of setup with users who aren't there yet.
- 15Call to action
Want a 20 minute walkthrough with our team?
Offers a short call with your team. Show it to users who didn't finish setup or rated it low, and leave it out for everyone else.
- 16Date
When do you want to be fully set up?
The date the user wants to be fully set up. Results shows a calendar of picked dates, which helps your team plan check-ins before those dates arrive.
- 17File upload
Upload a sample of the data you plan to import
A sample of the data the user plans to import, so your team can check the format before an import fails. Ask for a few rows only. File upload is on every plan, 1 per survey on Free.
Tips for asking about onboarding
Small choices that get honest, useful answers.
- 01
Ask right after setup
Show the survey when users reach the end of setup or finish their first task, while each step is fresh. Ask about confidence a week later.
- 02
Keep it to a few questions
Ask three to five questions, and use logic to skip the follow-ups for users who had no trouble.
- 03
Help stuck users the same week
Give each user who didn't finish an owner in the inbox, and offer the walkthrough or a guide before they stop signing in.
- 04
Fix one step at a time
Read the least clear step and what got in the way by theme, fix the most common step, then compare the setup rating with the period before.
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 onboarding
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Right after setup or the first task, inside the product, or a few days after sign up by email. From Starter, or on 1 survey on Free, a custom event from your code can show the survey at the moment setup ends.
Three to five. Start with the setup rating or the effort question, ask whether the user got the first task done, and end with what got in the way.
Users who signed up in the last week or two. From Starter, targeting by user traits lets you show it only to new accounts or to accounts on a trial.
Yes. Send the survey by email to the users who signed up but didn't finish, and include the walkthrough offer so they can get 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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