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Account opening survey template

Find the step that slows new accounts, while the sign-up is still fresh

Four questions for new customers a day after approval: how easy opening the account was, how long identity verification took and which step made them hesitate. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this account opening survey tells you

An account opening survey asks new customers about sign-up while they still remember each screen. This template keeps it to four questions and about a minute: an effort score for opening the account, the minutes identity verification took, the steps that made them hesitate and anything that felt unclear or unsafe.

It is written for an email a day after the account is approved, when the customer has seen the result and may have signed in once. The same template runs as a link you add to your own welcome email, or as a popup in your online banking the first time a new customer signs in, so you can ask where new customers already are.

Every written answer is read as it arrives and filed under a category from your list, such as Identity checks, Account opening or Security and fraud, with a type, a sentiment and an urgency. Results compares the effort score with the period before, shows the middle of the verification times and the share of each step that made people hesitate.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
About a minute
Written for
An email a day after the new account is approved
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.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 4 questions, one by one

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

Question 1 of 4 · Customer effort

How easy was it to open your account?

Why ask it
Opening the account is the first real task a new customer does with you, and how hard it felt colors everything after it. A 7-point scale from very difficult to very easy measures friction, which is what an onboarding team can fix.
What you learn
Results shows the average on the 1 to 7 scale and the share who found it easy, with a hard-to-easy bar, against the period before, so a change to your sign-up flow shows up in the next period.
Make it yours
Keep it first. In the email a customer taps a score inside the message, and the rest of the survey opens with that answer kept.
Question 2 of 4 · Ruler · Optional

About how many minutes did identity verification take?

Why ask it
Identity verification is where account openings stall, and your logs show when the check finished while the customer remembers how long it felt. A ruler lets them drag to a number of minutes without typing.
What you learn
Results shows the median and the middle half of the minutes, so one customer who waited all afternoon doesn't pull the figure, and compares both with the period before.
Make it yours
Match the ruler to your process. When verification can take days, change the unit and the top end so the answers stay meaningful.
Question 3 of 4 · Multiple choice · Optional

Did any step make you hesitate?

Why ask it
Hesitation is the moment before someone abandons a form. Customers who finished still remember the step where they nearly stopped, such as checking their ID, linking an external account or allowing access on their phone.
What you learn
Bars show the share and count of each step, with every typed Other answer listed beside the chart. Select Verifying my identity to narrow the whole page to those customers and read what they wrote about feeling safe.
Make it yours
Name the steps your own flow has, in the order customers meet them, and keep No, it was smooth as the last option.
Question 4 of 4 · Text · Optional

Did anything feel unclear or unsafe?

Why ask it
Trust decides whether a new customer moves money in. An open question about anything unclear or unsafe catches the wording, the request or the screen that made someone doubt you.
What you learn
Usertick reads each answer as it arrives, files it under a category and a theme from your list, marks it as a complaint, a question or an idea, and flags the urgent ones, in any language.
Make it yours
Read the urgent answers the same day, because a customer who felt unsafe may hold back their first deposit until someone replies.

What the answers show

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

How easy was it to open your account?

The average on its own scale and the share who found it easy, against the period before and by device.

Did any step make you hesitate?

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 Account opening 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

    Send it a day after approval

    Import the week's newly approved customers as a contact list and send, or schedule the send up to 30 days ahead. Usertick doesn't send it on its own when an account is approved, so a short, regular send keeps the timing close.

  2. 02

    Ask dropped applications separately

    People who stopped halfway had a different experience. Give them their own copy of the survey, so the effort score of approved customers stays comparable from period to period.

  3. 03

    Never ask for ID details

    Keep document numbers, account numbers and ID numbers out of the survey. Usertick's terms don't allow government ID numbers, and every question here works without them.

  4. 04

    Route safety concerns to a person

    On every plan, a workflow posts answers marked high urgency to Slack or Microsoft Teams, so the team that owns onboarding sees a customer who felt unsafe the same day. Give each one an owner in the inbox until it is answered.

Onboarding surveysFinancial services surveysEmail surveysAccounts and onboarding questions

More onboarding templates and questions

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Templates

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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.
OnboardingApp onboardingLearn how easy setup was, which step confused people and what they expected the app to do. Show it after the first session, or the second time the app opens.

Questions from the library

Browse the question library
  1. How many minutes did opening the account take?Ruler · Accounts and onboarding
  2. Where did opening your account get hard?Multiple choice · Accounts and onboarding
  3. Did you finish in one sitting?Yes / No · Accounts and onboarding
  4. How often do you use cash?Multiple choice · Cash and ATMs
  5. How many minutes does it take to reach your nearest cash machine?Ruler · Cash and ATMs
  6. Was the last cash machine you used working?Yes / No · Cash and ATMs

Frequently asked questions

A day or two after the account is approved, while the steps are still fresh and the customer has seen the result. Send it from Usertick to that week's new customers, or add the link to your own welcome email.

Three to five. This template asks four and takes about a minute, and only the first question is required, so a customer in a hurry can tap one score and send.

Filter Results to the low scores to see which steps those customers picked and what they wrote, then start with the step that comes up most. Compare the next period's average after you change it.

Yes. Copy the survey's link into your welcome or approval email and add ?utm_source=welcome, so each answer keeps where it came from in Google Sheets, webhooks and the API. To send it from Usertick instead, import the new customers as a contact list.

Yes, when your online banking runs in a browser. Put the Usertick script on your own domain, target the dashboard page and pass the signup date with Usertick.identify() to show it only to new customers, from Starter. A mobile app can open the survey's link instead.

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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