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App onboarding survey template

See where setup slows people down, while the first session is fresh

Three questions for new users: a score for how easy setup was, the steps that confused them and what they expected the app to do. Usertick reads every written answer and files it under a theme for your team.

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What this app onboarding survey tells you

An app onboarding survey asks new users how setting up went while they still remember each step. This template takes under a minute: an effort score for setup, a multiple choice on the steps that confused them, from signing up to finding the way around, and one open question on what they expected the app to do.

It is written for the end of the first session or the second time someone opens the app. In a web app, your code can fire a custom event when setup is done and the survey opens (from Starter, or on 1 survey on Free). Inside a phone app, have the app open the survey's link at the same point. You can also send it by email to a list of new users, with the effort score inside the message.

Usertick reads each written answer, files it under a category such as getting started or features and gaps, and marks it as an idea, a complaint or a question. Results shows the setup score on the 1 to 7 scale with the share who found it easy, and bars for each confusing step, each against the period before.

On your websiteAs a linkIn an emailAs a conversation
Questions
3
Time to answer
About a minute
Written for
The end of the first session, or the second time the app opens
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 3 questions, one by one

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

Question 1 of 3 · Customer effort

How easy was it to get set up in the app?

Why ask it
Setup is the task new users just finished, so the effort is fresh. A scale from very difficult to very easy measures friction directly, rather than how much they like the app.
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. After you change a step, the next period shows whether it helped.
Make it yours
Keep it first, so the survey starts with one tap, and in an email it can be answered inside the message.
Question 2 of 3 · Multiple choice · Optional

Was any step confusing?

Why ask it
A low score says setup was hard, and this question says where. Users can pick every step that confused them, and No, none of it lets those who had no trouble answer in one tap.
What you learn
Bars show the share and count of each step, with every typed Other answer listed. Select Allowing permissions to filter the whole page to those users and read what they expected.
Make it yours
Rename the steps to match your own setup screens, such as connecting a bank account or pairing a device, so users recognize them at a glance.
Question 3 of 3 · Text · Optional

What did you expect the app to do that it doesn't?

Why ask it
The gap between what people expected and what the app does explains confusion that no list of steps shows, and it often names a feature your store listing implied or users assumed.
What you learn
Each answer appears with its sentiment and theme, filterable by theme, and up to 8 themes show with their trends. A theme such as offline use or sharing that keeps coming up is a feature request from new users.
Make it yours
Compare these answers with your store listing and your sign-up screens, and rewrite the copy that sets the wrong expectation.

What the answers show

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

How easy was it to get set up in the app?

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

Was any step confusing?

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 App onboarding 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 setup, before habit

    Open it when the first session ends or on the second open, while setup is still fresh. A week later, users have forgotten the steps that slowed them down.

  2. 02

    Ask each user once

    On the website, the survey shows until a user answers, which suits a one-time question. From your phone app, open the link once per new account.

  3. 03

    Split new users by source

    Add the sign-up source to the link from your app, such as ?utm_source=ad, so each answer keeps it in Google Sheets and webhooks. To compare sources in Results, run one copy of the survey per source.

  4. 04

    Fix one step at a time

    Change the step with the largest share first, then compare the setup score with the period before. Two changes at once hide which one helped.

Onboarding surveysWebsite surveysApp onboarding questions

More onboarding templates and questions

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

Templates

Browse all templates
OnboardingSkipped the tutorialLearn why people skip your onboarding tutorial and whether they found their way anyway. Show it on the second session to users who skipped.
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.
OnboardingAccount openingFind out how easy it was to open an account and where people hesitated, especially during identity checks. Send it a day after the account is approved.

Questions from the library

Browse the question library
  1. How easy was it to get started in the app?Customer effort · App onboarding
  2. How many minutes did setup take?Ruler · App onboarding
  3. Did you skip the tutorial?Yes / No · App onboarding
  4. Have you opened a link that took you into the app?Yes / No · Links that open the app
  5. What happened when you tapped the link?Multiple choice · Links that open the app
  6. How easy was it to reach the right page from a link?Customer effort · Links that open the app

Frequently asked questions

At the end of the first session or the second time a user opens the app, while each setup step is fresh. Ask once per user.

Three is enough for a first session. This template asks an effort score, a multiple choice and one optional open question, in under a minute.

Usertick's script runs in web apps and on websites, and doesn't run inside a phone app itself. Have the app open the survey's link after setup, or send it by email to new users with the first question inside the message.

Most answers on the easy end of the scale, with the share who found it easy rising after each change you make. Compare your own periods rather than an outside number.

Yes, when you know who they are. In a web app, identify passes the signed-in user's email, so each response in the inbox shows who wrote it; for link answers, add an optional Contact question.

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
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