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Onboarding drop-off survey template

Find the step that loses new users, before they forget why they signed up

Five short questions for users who signed up a week ago and stopped before finishing setup: the main reason, a follow-up for that reason and what would make starting easier. Usertick reads every written answer and files it for you.

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What this onboarding drop-off survey tells you

An onboarding drop-off survey asks new users why they stopped before finishing setup, while they still remember signing up. This template takes about 40 seconds: one main reason, a follow-up question picked by that reason, and one open question about what would make it easier to get started.

It is written for users who signed up a week ago and haven't finished setting up. In your web app, pass the signup date and the setup state as traits with Usertick.identify() and, from Starter, target the popup to those users. Or import the same users as a contact list and send it by email, where the first question sits inside the message.

Results shows the share of each reason against the period before, and selecting one, such as It was hard to set up, narrows the page to those users and what they wrote. Usertick reads each written answer and files it under a category such as getting started or features and gaps, with a type and an urgency.

On your websiteIn an emailAs a linkAs a conversation
Questions
5
Time to answer
Under a minute
Written for
Your app or an email, a week after signup, for users who stopped setup
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

On your website

Show it as a popup, a side button or inside the page, and choose the pages and the moment it opens: on page load, after a delay, on scroll or as someone is about to leave, on every plan. Event and behavior triggers work on 1 survey on Free and on every survey from Starter.

The 5 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 5 · Multiple choice

What's the main reason you haven't finished setting up?

Why ask it
The main reason decides what you fix: a value problem, a setup problem, a missing feature or simply time. One required tap sorts every user into one of them, and the first three reasons each go to their own follow-up question.
What you learn
A donut with the share and count of each reason, with typed Other answers listed and the shares over time. Select a reason to read only the follow-up answers from those users.
Make it yours
Add a rule that sends I haven't had time yet and Other straight to question 5, since without one they land on question 2.
Question 2 of 5 · Text · Optional

What made it seem not useful to you?

Why ask it
Users who chose It didn't seem useful to me come here. Their answer shows whether the product missed the job they had in mind or the first screens didn't show its value.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to 8 themes and their trends.
Make it yours
Add skip logic from this question to question 5, so these users don't also see the follow-ups meant for other reasons.
Question 3 of 5 · Text · Optional

Which step was hard?

Why ask it
Users who chose It was hard to set up come here, and they can usually name the exact step: connecting an account, importing data or inviting the team.
What you learn
Usertick gives each answer a theme and a type such as a bug or a complaint, and marks the urgent ones. The themes show which setup step comes up most.
Make it yours
Skip from here to question 5 as well, and send the hardest step to the team that owns it.
Question 4 of 5 · Text · Optional

What's missing?

Why ask it
Users who said something they need is missing come here. A missing feature named in the first week is a clear signal for your roadmap.
What you learn
Each answer with its theme and type, filterable by theme, so ideas and complaints about the same gap sit together.
Make it yours
On every plan, send these answers to Jira or Linear with a workflow, so the requests reach the backlog.
Question 5 of 5 · Text · Optional

What would make it easier to get started?

Why ask it
Everyone reaches the last question, whatever their reason. It asks for the one change that would have kept them going.
What you learn
Usertick reads each answer as it arrives and files it under a category and a theme from your list, with a type, a sentiment and an urgency.
Make it yours
Keep it optional, and read it next to the reason each user picked in question 1.

What the answers show

Results turns each question into numbers you can follow week by week.

What's the main reason you haven't finished setting up?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Unfinished setup in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Ask after a week

    A week gives new users time to come back on their own. Ask earlier and you catch people who were going to finish anyway.

  2. 02

    Target unfinished accounts only

    From Starter, target a trait such as setup_complete is not true, passed with Usertick.identify(), so users who finished never see the survey.

  3. 03

    Close the loop on hard steps

    Give each response that names a hard step an owner in the inbox, so someone offers help while the user still has the product in mind.

  4. 04

    Fix one reason at a time

    Pick the reason with the biggest share, change that step, and compare the share of that reason in the next period.

Onboarding surveysSaaS surveysWebsite surveysTrial and conversion questions

More onboarding templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
OnboardingOnboarding 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.
OnboardingTime to valueFind out how long new customers take to get real value from your product and what slows them down. Send it 30 days after signup.
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.
OnboardingInviting the teamLearn how easy it is to bring a team on board and what keeps invited colleagues from joining. Send it to account owners a week after their first invite.

Questions from the library

Browse the question library
  1. Did you get to try the feature you signed up for?Yes / No · Trial and conversion
  2. How many days into the trial did you see real value?Ruler · Trial and conversion
  3. How confident are you that this is the right tool for your team?Big scale · Trial and conversion
  4. What are you moving away from?Multiple choice · Switching from another tool
  5. How easy was it to bring your old data across?Customer effort · Switching from another tool
  6. How many weeks did the move take from start to finish?Ruler · Switching from another tool

Frequently asked questions

About a week after signup, when the users who were going to finish have done so. Ask in the app for users who still log in and by email for those who don't.

Yes, from Starter. Pass the signup date and setup state as traits with Usertick.identify() and target the survey on those traits. On Free, send it by email to a list of those users.

The first question is a required tap, and the first three reasons each jump to their own follow-up. Add skip logic from each follow-up to the last question, and every user answers three questions at most.

Start with the reason that has the biggest share. Read its follow-up answers, fix the step or the gap they name, then compare the next period.

Yes. Import the users as a CSV and send it now or schedule it up to 30 days ahead. The first question sits inside the email, so one tap opens the rest of the survey.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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  • 150 responses a month on Free
  • Every channel and AI analysis
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