Morning Tiffany I think you've asked some great questions there. Interesting point around NPS scoring as there is so much divided opinion around this at the onboarding stage. Personally I do agree with you, it is a little early. I would say however you can derive a score from using both quantitive and qualitative questions in your survey. You could consider a question around how happy the customer is with their onboarding experience with a 1-5 answer. Then follow up with what is the most important improvement you would like to see, the previous scoring will help frame the value of the improvement. As a side note I've recently added a little extra for the customer, bit of fun and goodwill - "We love to celebrate our customers, tell us whats new in your world and we can share it with our community" - we've had some excellent responses from this, its really helped us foster relationships at an early stage and drive engagement. I hope this helps a little. Craig
Asking questions during onboarding is critical to reducing churn.
A few thoughts to add. I would imagine an onboarding survey would tie back to the objectives of the onboarding process.
Before and after scaling questions can offer a lot of insight into where gaps might exist after onboarding.
For instance, you can ask "on a scale of 1 to 10, what was your knowledge level/comfort level with XYZ prior to onboarding" And then follow it up with "on a scale of 1 to 10, what is your knowledge level/comfort level of XYZ after the onboarding process". You can center the question around any aspect of the process. This can help you measure the progress you're making with onboarding while also identifying where there may still be gaps. For instance if someone was a 1 before onboarding and they are now a 5 (out of ten) what does this information tell you? it certainly shows progress but also indicates there is still a ways to go. Asking the right questions can help you identify where the gaps might be.
It might also be interesting to include a (scaling?) question around how onboarding is helping them understand how their use of your product will help them achieve their business outcomes. High or low scores around this can help you identify red flags early in the process.
This is such a great question! One of my favorite onboarding survey questions asks if their implementation was "easier than expected." This has been a helpful check-in to make sure we're setting good expectations. The vast majority of the time, customers find that onboarding was easier than they thought - music to my ears!