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Onboarding survey template

See how the first steps felt, while new users still remember them

Three questions for new users after setup: how easy it was to get started, what they mainly want to use the product for and what would make the start easier. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this onboarding survey tells you

An onboarding survey asks new users how the start went while they still remember each step. This template opens with a short welcome and keeps the rest to three questions and under a minute: an effort score for getting started, the job they came to do, and one open question about what would have made it easier.

It is written for your web app, as a popup that opens when a new user finishes setup or a few days after sign-up. The same survey goes out by email to a list of new users, and it can run as a conversation, one question at a time, when you want it to feel lighter.

Every written answer is read as it arrives and filed under a category such as getting started or ease of use, with a type and an urgency. Results shows the effort average and the share who found it easy, against the period before, and the share of each goal, so you can see which kind of new user struggles most.

On your websiteIn an emailAs a linkAs a conversation
Questions
3
Time to answer
About a minute
Written for
Your web app, right after a new user finishes 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 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 started?

Why ask it
Getting started is the step new users just went through, so the effort is fresh. A customer effort scale from very difficult to very easy measures the friction of setup rather than how much they like the product so far.
What you learn
The average on the 1 to 7 scale and the share who found it easy, with a hard-to-easy bar, compared with the period before, so a change to your setup flow shows in the next period's number.
Make it yours
Ship onboarding changes on a known date and read the score for the weeks before and after, so you know which change moved it.
Question 2 of 3 · Multiple choice

What do you mainly want to use the product for?

Why ask it
The same setup can be easy for someone exploring and hard for someone moving a whole team over. The goal explains the score and tells you which path through onboarding each user needs.
What you learn
A donut with the share and count of each goal, with typed Other answers listed. Select a goal to filter the whole page and see the effort score and the written answers of that group alone.
Make it yours
Replace the options with the jobs your product is bought for, and keep one option for people who are only exploring, since they read onboarding differently.
Question 3 of 3 · Text · Optional

What could we do to make getting started easier?

Why ask it
One open question at the end catches the step that confused them, the setting they couldn't find or the import that failed, in their own words.
What you learn
Usertick reads each answer, files it under a category and a theme from your list, marks it as a complaint, a question, an idea or a bug, and flags the urgent ones. Results groups the answers by theme with each theme's trend.
Make it yours
Keep it optional, so a user who found setup easy can finish after two taps.

What the answers show

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

How easy was it to get started?

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

What do you mainly want to use the product for?

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 Onboarding feedback 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

    Trigger it at the end of setup

    From Starter, or on 1 survey on Free, call Usertick.trigger('setup_completed') when the last setup step is done, so the survey opens at the moment it asks about.

  2. 02

    Ask each new user once

    Leave the show frequency on until answered, so the survey keeps its place until a new user answers it and then stays away for good.

  3. 03

    Follow up on hard starts

    On every plan, a workflow posts every effort score of 3 or lower to a Slack or Microsoft Teams channel, so someone on your team can offer help while the user is still deciding.

  4. 04

    Pass who the user is

    Call Usertick.identify() with the user's ID, plan and email, so every answer is tied to an account and the inbox shows who needs a hand.

Onboarding surveysSaaS surveysWebsite surveysSupport plans questions

More onboarding templates and questions

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

Templates

Browse all templates
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.
OnboardingWelcome surveyLearn who signed up and what they came to do, so you can tailor onboarding and see which channels bring the right people. Show it right after signup, before the first screen of the product.

Questions from the library

Browse the question library
  1. Which support plan are you on?Multiple choice · Support plans
  2. How many hours is an acceptable wait for a first reply?Ruler · Support plans
  3. How easy is it to get to a person instead of a help page?Customer effort · Support plans
  4. Have you set up any automatic rules?Yes / No · Automation and rules
  5. How easy was it to build your first rule?Customer effort · Automation and rules
  6. What do you want to happen automatically?Multiple choice · Automation and rules

Frequently asked questions

Right after a new user finishes setup, while each step is fresh, or a few days into the account for a view of the first real use. In a web app, a custom event (from Starter, or on 1 survey on Free) or a signup date passed with Usertick.identify() (from Starter) sets that moment.

Yes. Import your new users as contacts and send the survey from Usertick, now or scheduled up to 30 days ahead. Usertick doesn't time the email to each user's own sign-up, so send it each week; Skip people who already received this survey is on by default, so only the users added since get it.

That getting started took more work than the user expected. Select a low score in Results and read the written answers next to it to find the step most of those users name.

Two or three. This template asks three after a short welcome, and the last one is optional, so it takes under a minute.

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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