{"id":11448,"date":"2022-02-25T19:05:22","date_gmt":"2022-02-25T19:05:22","guid":{"rendered":"https:\/\/userpilot.com\/blog\/onboarding-survey-saas\/"},"modified":"2025-05-09T08:44:44","modified_gmt":"2025-05-09T08:44:44","slug":"onboarding-survey-saas","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/onboarding-survey-saas\/","title":{"rendered":"8 Ways to Use An Onboarding Survey in SaaS That Drive Customer Success"},"content":{"rendered":"<p>If you get the user <a href=\"https:\/\/userpilot.com\/solutions\/user-onboarding-software\">onboarding process<\/a> right, it can be a fantastic opportunity to enhance <a href=\"https:\/\/userpilot.com\/blog\/improve-customer-satisfaction\/\">customer satisfaction<\/a> &#8211; so using an onboarding survey for your SaaS is the way to go.<\/p>\n<p>In this article, we\u2019re going to explore 8 ways you can deploy them as part of your onboarding process to drive customer success.<\/p>\n<p>Ready to get started?<\/p>\n<p>Let\u2019s dive in!<\/p>\n<h2>Overview of an onboarding survey in SaaS<\/h2>\n<ul>\n<li><a href=\"http:\/\/ https:\/\/userpilot.com\/blog\/saas-user-onboarding-2021\/\">User onboarding<\/a> is the process of teaching customers how to use your product.<\/li>\n<li>An onboarding survey is an interactive form designed to <a href=\"http:\/\/ https:\/\/userpilot.com\/blog\/product-feed-back-tools\/\">gather feedback<\/a> &#8211; they are versatile tools and can be used in many ways.<\/li>\n<li>You can use the answers to <a href=\"https:\/\/userpilot.com\/blog\/in-app-survey-questions-saas\/\" target=\"_blank\" rel=\"noopener\">survey questions<\/a> to personalize <a href=\"https:\/\/userpilot.com\/blog\/empty-state-saas\/\">empty states<\/a><\/li>\n<li>Another good tactic is to <a href=\"https:\/\/userpilot.com\/blog\/saas-behavioral-segmentation\/\">segment customers<\/a> using survey questions on your <a href=\"https:\/\/userpilot.com\/blog\/welcome-screen-saas\/\">welcome screens<\/a>.<\/li>\n<li>Be sure to personalize the customer <a href=\"https:\/\/userpilot.com\/blog\/user-journey-map\/\">journey<\/a> depending on the specific use case.<\/li>\n<li>Focus on <a href=\"https:\/\/userpilot.com\/blog\/time-to-value\/\">reducing time to value<\/a> to create <a href=\"https:\/\/userpilot.com\/blog\/best-user-onboarding-experience\/\">great onboarding experiences<\/a>.<\/li>\n<li>Boost customer <a href=\"https:\/\/userpilot.com\/blog\/customer-satisfaction-survey-saas\/\">satisfaction<\/a> by taking swift action in response to survey feedback.<\/li>\n<li>Use <a href=\"https:\/\/userpilot.com\/blog\/microsurvey-templates-saas\/\">micro surveys<\/a> to tackle customer challenges and grow conversion rates.<\/li>\n<li>Enhance your product and provide a better service by learning from survey data.<\/li>\n<li>Drive word-of-mouth marketing success by using a <a href=\"https:\/\/userpilot.com\/blog\/customer-satisfaction-survey-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction<\/a> survey.<\/li>\n<li>To create an effective survey, you should keep your questions short, to the point, and unbiased. Use open questions to prompt in-depth feedback.<\/li>\n<li>Using a <a href=\"https:\/\/userpilot.com\/blog\/best-customer-feedback-tools-saas\/\">customer feedback tool<\/a> to create your surveys will help time and allow you to collect, analyze and act on data.<\/li>\n<li>Although Userpilot began its life as an <a href=\"https:\/\/userpilot.com\/solutions\/user-onboarding-software\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding platform<\/a>, it now has a range of capabilities enabling you to build customer surveys that help you unlock value for your business. <a href=\"https:\/\/userpilot.com\/userpilot-demo\">Get a Userpilot demo here!<\/a><\/li>\n<\/ul>\n<h2 id=\"4pi41\">What is onboarding in SaaS?<\/h2>\n<p>In a nutshell, <a href=\"https:\/\/userpilot.com\/solutions\/user-onboarding-software\">user onboarding<\/a> in SaaS is the process of teaching users the way your product works at each stage in their journey.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/User-Journey-onboarding-Stages1_5a42991c726862e8a18c47795cccfd9b_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/User-Journey-onboarding-Stages1_5a42991c726862e8a18c47795cccfd9b_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/User-Journey-onboarding-Stages1_5a42991c726862e8a18c47795cccfd9b_800.png\" alt=\"user journey stages\" \/><\/picture><\/figure>\n<p>A successful SaaS <a href=\"http:\/\/ https:\/\/userpilot.com\/blog\/saas-user-onboarding-2021\/\">onboarding process<\/a> is all about reducing the amount of time it takes for them to get value.<\/p>\n<p><em>A brief note. In this guide, we\u2019re talking about customers of your SaaS, not employees. <\/em><\/p>\n<h2 id=\"4p5id\">What are onboarding surveys in SaaS?<\/h2>\n<p>A customer onboarding feedback survey is an interactive form frequently used by SaaS businesses to gather insights from potential customers prior to sign-up.<\/p>\n<p>Such surveys are usually created and completed in-app. They are designed to be filled in after some initial engagement, but before a user has started paying for your product.<\/p>\n<p>Feedback surveys are typically used to:<\/p>\n<ul>\n<li>Collect valuable feedback and <a href=\"https:\/\/userpilot.com\/product\/user-sentiment\">gauge customer sentiment<\/a><\/li>\n<li>Collate and organize customer information<\/li>\n<li>Improve the onboarding process and customer journey<\/li>\n<\/ul>\n<h2 id=\"a01ol\">8 Ways to use onboarding surveys in SaaS<\/h2>\n<p>You can never really \u2018finish\u2019 the<a href=\"https:\/\/userpilot.com\/blog\/saas-onboarding-process-guide\/\"> customer onboarding process <\/a>&#8211; it&#8217;s evolving, and goes through different stages.<\/p>\n<p>One thing that should be constant though is having clarity about what you&#8217;re trying to achieve: you should use customer surveys with a clear purpose.<\/p>\n<p>Let&#8217;s dig into some detailed tactics around getting customer onboarding right.<\/p>\n<h3 id=\"b2etc\">#1 &#8211; Replace empty states with personalized content using a customer onboarding feedback survey<\/h3>\n<p>A proven way to build relationships and keep customers engaged is using <a href=\"https:\/\/userpilot.com\/blog\/personalized-onboarding-for-saas\/\">personalized<\/a> content &#8211; it can make a huge difference to the customer journey.<\/p>\n<p>You can ask onboarding survey questions during signup to gain a better insight into your customers, and use their answers to pre-populate the dashboard the users sees for the first time..<\/p>\n<p>Let\u2019s take a look at the onboarding survey below from Asana.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/asana-signup-flow-onboarding-survey_9ff2de321c6cad253bbc6d283ab74bbc_800.png 1x, https:\/\/images.storychief.com\/account_6827\/asana-signup-flow-onboarding-survey_9ff2de321c6cad253bbc6d283ab74bbc_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/asana-signup-flow-onboarding-survey_9ff2de321c6cad253bbc6d283ab74bbc_800.png 1x, https:\/\/images.storychief.com\/account_6827\/asana-signup-flow-onboarding-survey_9ff2de321c6cad253bbc6d283ab74bbc_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/asana-signup-flow-onboarding-survey_9ff2de321c6cad253bbc6d283ab74bbc_800.png\" alt=\"onboarding-survey-saas-asana-signup flow\" \/><\/picture><figcaption>Asana use the onboarding flow to personalize the customer experience.<\/figcaption><\/figure>\n<p>It might look at first like there are too many questions.<\/p>\n<p>But by asking the right questions &#8211; keeping them simple and focused &#8211; new customers can get through them all in less than a minute, and get instant value (they\u2019ve already created their first task).<\/p>\n<h3 id=\"1nkad\">#2 &#8211; Segment users with onboarding surveys on welcome screens<\/h3>\n<p>As new customers sign up for your app, use a <a href=\"https:\/\/userpilot.com\/blog\/welcome-screen-saas\/\">welcome screen<\/a> and add an onboarding survey to it to start gathering relevant information.<\/p>\n<p>That helps you figure out the combination of onboarding flows that will deliver the best overall experience for each use case.<\/p>\n<p>Below, we can see Postfity asking users to answer what they are trying to achieve.<\/p>\n<p>That enables them to quickly identify which user segment best fits their \u2018jobs to be done\u2019 and personalize the customer journey accordingly.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/welcome-screen-userpilot_1c64d8f41d22027cf6611a889583c322_800.png 1x, https:\/\/images.storychief.com\/account_6827\/welcome-screen-userpilot_1c64d8f41d22027cf6611a889583c322_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/welcome-screen-userpilot_1c64d8f41d22027cf6611a889583c322_800.png 1x, https:\/\/images.storychief.com\/account_6827\/welcome-screen-userpilot_1c64d8f41d22027cf6611a889583c322_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/welcome-screen-userpilot_1c64d8f41d22027cf6611a889583c322_800.png\" alt=\"welcome screen postfity onboarding survey saas\" \/><\/picture><figcaption>Welcome screen onboarding survey built with <a href=\"https:\/\/userpilot.com\/userpilot-demo\">Userpilot<\/a><\/figcaption><\/figure>\n<p>Over time, you can create customer segments mapped to the options your users choose, and provide a service that boosts customer retention.<\/p>\n<h3 id=\"c5u1d\">#3 &#8211; Customize onboarding flows based on the user&#8217;s use case<\/h3>\n<p>Think carefully about which of your product\u2019s features will be relevant for different user segments, and <a href=\"https:\/\/userpilot.com\/blog\/personalize-user-onboarding\/\">customize your flows<\/a> accordingly. Specificity is a good way to boost customer loyalty.<\/p>\n<p>One effective way of doing that is by using a checklist to drive specific actions &#8211; here&#8217;s one from Postfity.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_18d8e25fe14cc965060377742f8a92df_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_18d8e25fe14cc965060377742f8a92df_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/image_18d8e25fe14cc965060377742f8a92df_800.png\" alt=\"Screenshot of Postifty user onboarding checklist.\" \/><\/picture><figcaption>Using a checklist can help personalize the onboarding experience.<\/figcaption><\/figure>\n<h3 id=\"cbthm\">#4 &#8211; Improve user onboarding experience and shorten time-to-value<\/h3>\n<p>Building a deep understanding of who your customers are, what they\u2019re trying to achieve, and why they\u2019re trying to achieve it puts you in the strongest possible position to deliver value quickly -and create the <a href=\"https:\/\/userpilot.com\/blog\/best-user-onboarding-experience\/\">best possible <\/a><a href=\"https:\/\/userpilot.com\/blog\/best-user-onboarding-experience\/\">onboarding experience<\/a><a href=\"https:\/\/userpilot.com\/blog\/best-user-onboarding-experience\/\">.<\/a><\/p>\n<p>By focusing on shortening time-to-value and improving customer health, you&#8217;re boosting the lifetime value of that user.<\/p>\n<p>One tactic you might want to deploy during the onboarding flow is to highlight a new feature in-app.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_c64fc3a9ce29c196204bd1acd9df7908_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_c64fc3a9ce29c196204bd1acd9df7908_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/image_c64fc3a9ce29c196204bd1acd9df7908_800.png\" alt=\"Screenshot of Postifty new feature modal.\" \/><\/picture><figcaption>Use in-app notifications to let user know what\u2019s changed.<\/figcaption><\/figure>\n<p>Postfity have targeted a slideout message to users with an interest in direct Instagram publishing, demonstrating they have thought carefully about how to target the right message to the right audience (at the right time).<\/p>\n<h3 id=\"6oev1\">#5 &#8211; Improve customer satisfaction based on feedback collected through surveys<\/h3>\n<p>Consider using a customer onboarding feedback survey to gather valuable information about customer satisfaction (particularly when the user reaches certain milestones in the journey).<\/p>\n<p>Let\u2019s look at how HubSpot do it, at the halfway point of the customer onboarding flow.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_69ea884eeec59cc58d9c3376e8650cc1_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_69ea884eeec59cc58d9c3376e8650cc1_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/image_69ea884eeec59cc58d9c3376e8650cc1_800.png\" alt=\"onboarding surveys saas satisfaction hubspot\" \/><\/picture><figcaption>Customer feedback survey from HubSpot.<\/figcaption><\/figure>\n<p>Through gathering data with this <a href=\"https:\/\/userpilot.com\/blog\/customer-satisfaction-survey-saas\/\">customer satisfaction<\/a> <a href=\"https:\/\/userpilot.com\/blog\/customer-satisfaction-survey-saas\/\">survey<\/a>, they gain an insight into trends in user sentiment &#8211; and can take quick, decisive action before users abandon the trial.<\/p>\n<h3 id=\"5qnbp\">#6 &#8211; Improve trial to paid conversion rate with onboarding surveys<\/h3>\n<p>You also have <a href=\"https:\/\/userpilot.com\/blog\/in-app-survey-questions-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app<\/a> options to consider.<\/p>\n<p>Microsurveys that launch contextually can be a powerful tool to improve your customer retention rate by automating in-app flows depending on the user response.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_5fad178e979f53c380bbe774a2d60d07_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_5fad178e979f53c380bbe774a2d60d07_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/image_5fad178e979f53c380bbe774a2d60d07_800.png\" alt=\"siledout in-app onboarding survey saas\" \/><\/picture><figcaption>Microsurveys help you understand user sentiment.<\/figcaption><\/figure>\n<p>Ask users just before the end of their trial about what\u2019s stopping them from upgrading their service. That means they\u2019re far enough into the trial to have a good sense of your product.<\/p>\n<p>You need to understand their pain points so you can figure out how best to address them &#8211; you have a range of options at your disposal.<\/p>\n<p>You could offer:<\/p>\n<ul>\n<li>A discounted rate to users struggling to justify the price<\/li>\n<li>Targeted help and advice (by scheduling a free call with the <a href=\"https:\/\/userpilot.com\/blog\/saas-customer-success-guide\/\">customer success team<\/a>)<\/li>\n<li>Extend the trial to users waiting for budget approval<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_a91b21219ff5d7aecdae20c9281c7c04_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_a91b21219ff5d7aecdae20c9281c7c04_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/image_a91b21219ff5d7aecdae20c9281c7c04_800.png\" alt=\"slideout modal after onboarding survey saas\" \/><\/picture><figcaption>Once you understand pain points, it\u2019s simple to offer targeted solutions.<\/figcaption><\/figure>\n<p>By adopting this approach, you\u2019ll convert a greater number of users by demonstrating you\u2019ve listened to, understood, and tackled their needs directly.<\/p>\n<p>When you gather data with microsurveys in Userpilot, it\u2019s simple to trigger in-app flows mapped to specific answers.<\/p>\n<p>You can create a user segment for customers concerned about the price, and target them with a visually appealing modal offering them a bespoke discount for engaging with your survey.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/userpilot-segmentation-dashboard_0f1c9cea1485a166a770c011872b4730_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-segmentation-dashboard_0f1c9cea1485a166a770c011872b4730_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/userpilot-segmentation-dashboard_0f1c9cea1485a166a770c011872b4730_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-segmentation-dashboard_0f1c9cea1485a166a770c011872b4730_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/userpilot-segmentation-dashboard_0f1c9cea1485a166a770c011872b4730_800.png\" alt=\"userpilot-segmentation-dashboard-for-onboarding-surveys saas\" \/><\/picture><figcaption>Create advanced segments with <a href=\"https:\/\/userpilot.com\/userpilot-demo\">Userpilot<\/a><\/figcaption><\/figure>\n<h3 id=\"55uuj\">#7 &#8211; Improve your product based on onboarding survey feedback<\/h3>\n<p>As a product manager, you should be constantly looking for ways to improve the customer journey, enhance the service you provide and boost customer loyalty.<\/p>\n<p>A customer onboarding feedback survey is a useful mechanism for delivering quality insights about your service.<\/p>\n<p>Here\u2019s an example of how you might structure a survey of that type.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/d37oebn0w9ir6a.cloudfront.net\/account_6827\/new-feature-feedback-onboarding-survey1_9fce3b42a84ea95fb5e8135ed649cfaf.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/d37oebn0w9ir6a.cloudfront.net\/account_6827\/new-feature-feedback-onboarding-survey1_9fce3b42a84ea95fb5e8135ed649cfaf.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/d37oebn0w9ir6a.cloudfront.net\/account_6827\/new-feature-feedback-onboarding-survey1_9fce3b42a84ea95fb5e8135ed649cfaf.gif\" alt=\"onboarding surveys saas feedback feature \" \/><\/picture><figcaption>There\u2019s never a bad time to gather user feedback.<\/figcaption><\/figure>\n<p>Make sure to <strong>use open questions.<\/strong><\/p>\n<p>You\u2019ll gather the most valuable feedback by seeking to understand\u00a0 \u2018why\u2019 your users feel a given way (a level of depth that you\u2019re unlikely to get from asking closed questions).<\/p>\n<p>It\u2019s then simple to prioritize important features on your product roadmap, based on the value they deliver and the needs they address.<\/p>\n<h3 id=\"7tljm\">#8 &#8211; Drive word of mouth with customer satisfaction surveys during the onboarding process<\/h3>\n<p>A critical mistake to avoid is failing to act on <a href=\"https:\/\/userpilot.com\/blog\/user-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">user feedback.<\/a><\/p>\n<p>It disappoints and frustrates your customers, making them feel like you don\u2019t care about their experience.<\/p>\n<p>So, when you gather insight about your service (for example, by using a <a href=\"https:\/\/userpilot.com\/blog\/customer-satisfaction-survey-saas\/\">customer satisfaction survey<\/a>), make sure to focus on closing the feedback loop &#8211; and let your users know you\u2019re listening.<\/p>\n<p>Let\u2019s dig into an example.<\/p>\n<p>As a savvy SaaS owner, you might want to <a href=\"https:\/\/userpilot.com\/blog\/nps-feedback-software-2021\/\">collect NPS <\/a><a href=\"https:\/\/userpilot.com\/blog\/nps-feedback-software-2021\/\">data<\/a> to understand who your most loyal customers are.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_1d94c0f9e8265f5c6c028ab288bb5fa1_800.png 1x, https:\/\/images.storychief.com\/account_6827\/image_1d94c0f9e8265f5c6c028ab288bb5fa1_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_1d94c0f9e8265f5c6c028ab288bb5fa1_800.png 1x, https:\/\/images.storychief.com\/account_6827\/image_1d94c0f9e8265f5c6c028ab288bb5fa1_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/image_1d94c0f9e8265f5c6c028ab288bb5fa1_800.png\" alt=\"NPS-survey0userpilot\" \/><\/picture><figcaption>NPS feedback surveys are a useful tool to understand customer loyalty. Build in-app NPS surveys with <a href=\"https:\/\/userpilot.com\/userpilot-demo\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>Once you\u2019ve identified who they are, you can target customers with a high Net Promoter Score and offer them a special \u2018thank you\u2019 if they\u2019re willing to refer your product or leave a detailed review (on a relevant platform like Capterra or G2).<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_0cae877635fee0d2e412a877f5e46c91_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_0cae877635fee0d2e412a877f5e46c91_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/image_0cae877635fee0d2e412a877f5e46c91_800.png\" alt=\"userpilot slideout responding to NPS survey\" \/><\/picture><figcaption>Loyal customers can become a valuable marketing tool &#8211; ask for feedback and referrals.<\/figcaption><\/figure>\n<p>This kind of in-app survey can help drive word of mouth and grow your customer base &#8211; meaning your satisfied customers become one of your most effective marketing tools.<\/p>\n<h2 id=\"4j0tq\">Best practices for creating onboarding surveys for SaaS that drive customer success<\/h2>\n<p>It\u2019s clear SaaS <a href=\"https:\/\/userpilot.com\/blog\/good-onboarding-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding surveys<\/a> can be a powerful tool. But what are the <a href=\"https:\/\/userpilot.com\/blog\/good-onboarding-surveys\/#What-should-be-included-in-an-onboarding-survey\">key things to include<\/a> in yours?<\/p>\n<h3 id=\"2hpt1\">Keep your onboarding surveys short<\/h3>\n<p>When it comes to feedback surveys, less is more.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/Screenshot2022-02-2022_24_03_cb63a10694feaf523afbe790996ac7ed_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/Screenshot2022-02-2022_24_03_cb63a10694feaf523afbe790996ac7ed_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/Screenshot2022-02-2022_24_03_cb63a10694feaf523afbe790996ac7ed_800.png\" alt=\"Screenshot of a cluttered user feedback survey.\" \/><\/picture><figcaption>Keep your surveys short and sweet &#8211; not like this one!<\/figcaption><\/figure>\n<p>Rather than bombarding your customer with a load of irrelevant details (like in the example above), you need to keep your survey focused, short, and to the point.<\/p>\n<p>If you identify a clear use case, it\u2019s much easier to create a personalized experience.<\/p>\n<h3 id=\"sqqt\">Use open-ended questions in your onboarding surveys for more context<\/h3>\n<p>Open-ended questions can\u2019t be answered with a \u2018yes\u2019 or \u2018no\u2019 &#8211; here are some examples:<\/p>\n<ul>\n<li>What more can our team do to ensure this is a smooth, satisfactory process for you?<\/li>\n<li>How might the product\/service be enhanced to suit you better?<\/li>\n<li>What could we do to become your favorite company to do business with?<\/li>\n<li>What challenges are we not solving for you that we could be?<\/li>\n<\/ul>\n<p>You should use them in your surveys to dig into the detail of your customer sentiment, understand the reasoning behind their decisions and build a greater understanding of how they interact with your service.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/Intercom-onboarding-survey-saas_293a61d956fd1a5f09e2d024e0529939_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/Intercom-onboarding-survey-saas_293a61d956fd1a5f09e2d024e0529939_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/Intercom-onboarding-survey-saas_293a61d956fd1a5f09e2d024e0529939_800.png\" \/><\/picture><\/figure>\n<p>A word of caution though &#8211; because open questions typically take longer to answer, be mindful of your customer\u2019s time and only use these sorts of survey questions sparingly.<\/p>\n<h3 id=\"fp9sk\">Avoid biased questions in your onboarding surveys<\/h3>\n<p>The value you get from an onboarding survey is directly related to the quality of the questions you ask.<\/p>\n<p>A common mistake when designing a<a href=\"https:\/\/userpilot.com\/blog\/avoiding-survey-bias\/\">p<\/a>-. An example might be asking a leading question, like \u2018How effective were our world-class customer experience team?\u2019<\/p>\n<p>You\u2019re more likely to get useful data by keeping questions short, to the point, and removing any attempt to influence the way your customers answer.<\/p>\n<h2 id=\"7l1kc\">Tools for creating and acting on onboarding surveys in SaaS<\/h2>\n<p>Building tools to create, collate and analyze data from a customer onboarding feedback survey can be time-consuming and eat up developer time.<\/p>\n<p>That means you can\u2019t focus on building new features for your SaaS, and you\u2019ll miss out on the flexibility to trigger different types of surveys (e.g. CES, <a href=\"https:\/\/userpilot.com\/blog\/net-promoter-score-nps-saas\/\">NPS<\/a>, or CSAT) depending on the context.<\/p>\n<p>It\u2019s also trickier to make sense of the data you collect.<\/p>\n<p>An easier route is to use a <a href=\"https:\/\/userpilot.com\/blog\/best-customer-feedback-tools-saas\/\">pre-built tool<\/a> and embed them in your product. So what <a href=\"https:\/\/userpilot.com\/blog\/best-customer-feedback-tools-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">tools are available<\/a>?<\/p>\n<p>Here are some of the most popular:<\/p>\n<ul>\n<li><strong><a href=\"https:\/\/userpilot.com\/userpilot-demo\">Userpilot<\/a>&#8211; <\/strong>For creating and acting on onboarding surveys data in-app<\/li>\n<li><strong>Hotjar-<\/strong> For collecting feedback on your website and in-app<\/li>\n<li><strong>Nicereply-<\/strong> For measuring customer support user satisfaction<\/li>\n<li><strong>Typeform-<\/strong>For long for customer feedback collection with embedded surveys<\/li>\n<\/ul>\n<h3 id=\"bard7\">Build onboarding surveys and drive customer success with Userpilot<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/userpilot-demo\">Userpilot<\/a> began its life primarily as a <a href=\"https:\/\/userpilot.com\/blog\/customer-onboarding-tools-saas\/\">user <\/a><a href=\"https:\/\/userpilot.com\/blog\/customer-onboarding-tools-saas\/\">onboarding<\/a><a href=\"https:\/\/userpilot.com\/blog\/customer-onboarding-tools-saas\/\"> platform<\/a>, but over time it&#8217;s been enhanced with a much wider range of features. It gives you several ways to gather customer feedback, including <a href=\"https:\/\/userpilot.com\/blog\/good-onboarding-surveys\/\">during the <\/a><a href=\"https:\/\/userpilot.com\/blog\/good-onboarding-surveys\/\">onboarding process<\/a><a href=\"https:\/\/userpilot.com\/blog\/good-onboarding-surveys\/\">.<\/a><\/p>\n<p><span class=\"ng-star-inserted\">In addition to its web capabilities, Userpilot now helps you <a href=\"https:\/\/userpilot.com\/blog\/userpilot-for-mobile-onboarding\/\" target=\"_blank\" rel=\"noopener\">onboard and engage mobile app users<\/a> by creating personalized messaging, push notifications, and surveys directly within your mobile app.<\/span><\/p>\n<p>You can easily launch <a href=\"https:\/\/userpilot.com\/blog\/microsurveys-saas-product\/\">microsurveys<\/a> directly within your SaaS, like this example on a product welcome screen.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_3277f686e5a16a864ddf9a77fda5fd13_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_3277f686e5a16a864ddf9a77fda5fd13_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/image_3277f686e5a16a864ddf9a77fda5fd13_800.png\" alt=\"Screenshot of onboarding survey.\" \/><\/picture><figcaption>User onboarding surveys are a versatile tool.<\/figcaption><\/figure>\n<p>That makes it simple to launch a range of automated responses depending on the user\u2019s answer.<\/p>\n<p>You can pre-build specific flows for distinct user segments, triggering in-app flows designed to tackle each segment\u2019s primary need.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_45baa559f7957d8e44ce40e51d00da1e_800.png 1x, https:\/\/images.storychief.com\/account_6827\/image_45baa559f7957d8e44ce40e51d00da1e_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/image_45baa559f7957d8e44ce40e51d00da1e_800.png 1x, https:\/\/images.storychief.com\/account_6827\/image_45baa559f7957d8e44ce40e51d00da1e_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/image_45baa559f7957d8e44ce40e51d00da1e_800.png\" alt=\"Screenshot of Userpilot audience segmentation.\" \/><\/picture><figcaption>Personalization is key to user onboarding success.<\/figcaption><\/figure>\n<p>Userpilot also offers a dedicated <a href=\"https:\/\/userpilot.com\/blog\/net-promoter-score-nps-saas\/\">NPS<\/a> feature, which enables you to <a href=\"https:\/\/userpilot.com\/blog\/nps-feedback-software-2021\/\" target=\"_blank\" rel=\"noopener noreferrer\">monitor NPS responses<\/a> and segment users based on their answers. More standard customer satisfaction surveys will be available soon- <a href=\"https:\/\/userpilot.com\/userpilot-demo\">get in touch to know more.<\/a><\/p>\n<p>It\u2019s a great way to figure out who your most loyal customers are. As we discussed earlier, they can become a fantastic word-of-mouth asset to your marketing department if you ask them to promote your product.<\/p>\n<h2 id=\"b67ao\">Conclusion<\/h2>\n<p>User onboarding surveys are one of the most effective tools for understanding user sentiment, identifying opportunities to improve your product, and boosting adoption, engagement, and retention rates.<\/p>\n<p>But you can\u2019t just fire a random feedback survey out and expect to get the insights you need.<\/p>\n<p>Remember these two key principles to drive maximum value:<\/p>\n<ol type=\"1\">\n<li>Ask the right survey questions at the right time<\/li>\n<li>Personalize the user experience<\/li>\n<\/ol>\n<p>Want to build product experiences code-free? Click the link in the banner below, and <a href=\"https:\/\/userpilot.com\/userpilot-demo\">book a demo call with our team<\/a>, and get started!<\/p>\n<p><!-- strchf script --> <!-- End strchf script --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Onboarding surveys guide users to experience the value of your product fast. Short and unbiased surveys drive customer success.<\/p>\n","protected":false},"author":51,"featured_media":11450,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[48],"tags":[236,50,51],"class_list":["post-11448","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-onboarding-category","tag-user-feedback","tag-user-onboarding","tag-user-onboarding-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>8 Ways to Use an Onboarding Survey in SaaS That Drive Customer Success<\/title>\n<meta name=\"description\" content=\"How do you use an onboarding survey (SaaS) to drive success? 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