{"id":197841,"date":"2024-07-21T16:11:21","date_gmt":"2024-07-21T16:11:21","guid":{"rendered":"https:\/\/userpilot.com\/blog\/onboarding-checklist-completion-rate-benchmarks\/"},"modified":"2026-04-07T18:30:42","modified_gmt":"2026-04-07T18:30:42","slug":"onboarding-checklist-completion-rate-benchmarks","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/onboarding-checklist-completion-rate-benchmarks\/","title":{"rendered":"Customer Onboarding Checklist Completion Rate: 2024 Benchmark Report"},"content":{"rendered":"<p>An <a href=\"https:\/\/userpilot.com\/blog\/onboarding-checklist-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding checklist<\/a> is a list of tasks users need to complete to implement the product and experience its <a href=\"https:\/\/userpilot.com\/blog\/product-value\/\" target=\"_blank\" rel=\"noopener noreferrer\">value<\/a>.<\/p>\n<p>Such a checklist enables users to<a href=\"https:\/\/userpilot.com\/blog\/improve-feature-discovery-product-adoption\/\" target=\"_blank\" rel=\"noopener noreferrer\"> discover and try out core product features <\/a>necessary to achieve their goals.<\/p>\n<p>Why does it matter?<\/p>\n<p>Activation of these features is vital for <a href=\"https:\/\/userpilot.com\/blog\/product-adoption-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">product adoption<\/a>, customer retention, and revenue! Fairmarkit has found that a 25% increase in activation leads to a 34% <a href=\"https:\/\/userpilot.com\/blog\/user-activation-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">revenue <\/a>boost.<\/p>\n<p>Which makes perfect sense: Why would your customers keep using the product and<a href=\"https:\/\/userpilot.com\/blog\/5-tactics-to-increase-paid-conversion-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\"> upgrade to paid <\/a>plans if it didn\u2019t solve any problems?<\/p>\n<h2 id=\"81m0\">What is the average rate for onboarding checklist completion?<\/h2>\n<p>The average <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding checklist <\/a>completion rate at the companies we studied was 19.2%. And the median is 10.1%.<\/p>\n<p>To obtain the rates, we studied the completion rate data from 188 companies that use <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a>.<\/p>\n<p>Should you worry if your checklist completion rate is lower than 19.2%?<\/p>\n<p>It depends on your industry, company size, and acquisition model. Let\u2019s look into this in more detail.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/average-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_eaf1bf0762e892bc8eb858a1c1efeda9_800.png 1x, https:\/\/images.storychief.com\/account_6827\/average-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_eaf1bf0762e892bc8eb858a1c1efeda9_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/average-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_eaf1bf0762e892bc8eb858a1c1efeda9_800.png 1x, https:\/\/images.storychief.com\/account_6827\/average-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_eaf1bf0762e892bc8eb858a1c1efeda9_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/average-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_eaf1bf0762e892bc8eb858a1c1efeda9_800.png\" alt=\"Average onboarding checklist completion rate \" \/><\/picture><figcaption>Average onboarding checklist completion rate.<\/figcaption><\/figure>\n<h3 id=\"e7pac\">Average by industry<\/h3>\n<p>The average onboarding checklist completion rate in the best-performing industry, FinTech and Insurance, was nearly twice as high as in the lowest-performing one, MarTech (24.5 vs 12.5).<\/p>\n<p>The reason?<\/p>\n<p>In high-stakes domains like finance, mistakes can lead not only to financial loss but also to legal repercussions and irreparable reputation damage. So it\u2019s essential for companies to fully implement and understand how their software works. Especially as these are often <a href=\"https:\/\/userpilot.com\/blog\/plg-for-complex-products\/\" target=\"_blank\" rel=\"noopener noreferrer\">complex <\/a>solutions.<\/p>\n<p>In contrast, MarTech tools are less complex, so users don\u2019t necessarily need to complete the <a href=\"https:\/\/userpilot.com\/blog\/saas-onboarding-process-guide\/\">onboarding process<\/a> to start getting value from the product. They can often jump in and start using the core functionality without a comprehensive understanding of the product.<\/p>\n<p>Here are the average completion rates in other industries:<\/p>\n<ul>\n<li>Healthcare &#8211; 20.5%<\/li>\n<li>EdTech &#8211; 15.9%<\/li>\n<li>HR &#8211; 15%<\/li>\n<li>AI &amp; ML &#8211; 14.7%<\/li>\n<li>CRM &amp; Sales &#8211; 13.2%<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/industry-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_88f9a0630174020ebd40a57057077082_800.png 1x, https:\/\/images.storychief.com\/account_6827\/industry-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_88f9a0630174020ebd40a57057077082_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/industry-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_88f9a0630174020ebd40a57057077082_800.png 1x, https:\/\/images.storychief.com\/account_6827\/industry-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_88f9a0630174020ebd40a57057077082_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/industry-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_88f9a0630174020ebd40a57057077082_800.png\" alt=\"Customer onboarding checklist completion rate by industry\" \/><\/picture><figcaption>Customer onboarding checklist completion rate by industry.<\/figcaption><\/figure>\n<h3 id=\"4i3rc\">Average by company<\/h3>\n<p>The breakdown of average completion rate data by company size shows that the completion rates decrease as the company <a href=\"https:\/\/userpilot.com\/blog\/revenue-growth-formula\/\" target=\"_blank\" rel=\"noopener noreferrer\">revenue goes up<\/a>. The rates were 27.1%, 20%, and 15% for companies with gross revenue of $1-5M, $5-10M, and $10-50M respectively.<\/p>\n<p>How can we explain it?<\/p>\n<p>The smaller companies might be closer to their user base. This allows them to better understand their <a href=\"https:\/\/userpilot.com\/blog\/predict-customer-needs\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer needs<\/a> and consequently design onboarding checklists that truly drive <a href=\"https:\/\/userpilot.com\/blog\/value-realization\/\" target=\"_blank\" rel=\"noopener noreferrer\">value<\/a>.<\/p>\n<p>Interestingly enough, the largest companies with revenue over $50M buck the trend with average completion rates of 21.04%.This could be attributed to having more resources they can invest in developing <a href=\"https:\/\/userpilot.com\/blog\/best-onboarding-software-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding <\/a>experiences.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/size-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_3aedbf83256b8cb8d960829e22b87d15_800.png 1x, https:\/\/images.storychief.com\/account_6827\/size-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_3aedbf83256b8cb8d960829e22b87d15_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/size-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_3aedbf83256b8cb8d960829e22b87d15_800.png 1x, https:\/\/images.storychief.com\/account_6827\/size-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_3aedbf83256b8cb8d960829e22b87d15_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/size-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_3aedbf83256b8cb8d960829e22b87d15_800.png\" alt=\"Customer onboarding checklist completion rate by company revenue\" \/><\/picture><figcaption>Customer onboarding checklist completion rate by company revenue.<\/figcaption><\/figure>\n<h3 id=\"5kd9e\">Average by PLG or SLG<\/h3>\n<p>Sales-led companies outperform <a href=\"https:\/\/userpilot.com\/blog\/product-led-organization\/\" target=\"_blank\" rel=\"noopener noreferrer\">product-led ones<\/a> when it comes to the customer onboarding checklist completion rate. However, the gap isn\u2019t huge: 22.1% vs 19%.<\/p>\n<p>How come? Aren\u2019t PLG companies supposed to be better at designing engaging <a href=\"https:\/\/userpilot.com\/blog\/best-onboarding-experiences\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding experiences<\/a>?<\/p>\n<p>As with the other <a href=\"https:\/\/userpilot.com\/blog\/product-metrics-framework\/\" target=\"_blank\" rel=\"noopener noreferrer\">metrics<\/a>, we can attribute this perceived anomaly to product monetization. In SLG companies this happens before the user has a chance to use the product. And once they fork out thousands of $$$, they\u2019re more motivated to get the <a href=\"https:\/\/userpilot.com\/blog\/customer-perceived-value\/\" target=\"_blank\" rel=\"noopener noreferrer\">value <\/a>out of the product.<\/p>\n<p>In case of the product-led companies, users can use the product without paying through <a href=\"https:\/\/userpilot.com\/blog\/freemium-free-trial-jana-frejova-spendesk\/\" target=\"_blank\" rel=\"noopener noreferrer\">free trials or freemium<\/a>. This means there are more of them and they\u2019re less committed.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/plg-slg-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_ae922b61a03c9db05580a9213c5013e6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/plg-slg-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_ae922b61a03c9db05580a9213c5013e6_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/plg-slg-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_ae922b61a03c9db05580a9213c5013e6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/plg-slg-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_ae922b61a03c9db05580a9213c5013e6_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/plg-slg-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_ae922b61a03c9db05580a9213c5013e6_800.png\" alt=\"Customer onboarding checklist completion rate by acquisition model\" \/><\/picture><figcaption>Customer onboarding checklist completion rate by acquisition model.<\/figcaption><\/figure>\n<h2 id=\"aatu5\">What to include in your customer onboarding checklist<\/h2>\n<p><a href=\"https:\/\/userpilot.com\/blog\/no-code-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">No-code growth tools<\/a> like Userpilot make creating onboarding checklists a breeze.<\/p>\n<p>However, according to <a href=\"https:\/\/www.linkedin.com\/in\/yoeleilat\" target=\"_blank\" rel=\"nofollow noopener\">Yoel Eilat<\/a>, a Growth and Product Advisor and Mentor, the main challenge is choosing the tasks for your checklists. That\u2019s because the checklist should include only a handful of items (up to 7) that are absolutely essential for <a href=\"https:\/\/userpilot.com\/blog\/user-activation-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">user activation<\/a>.<\/p>\n<p>He recommends looking for features whose usage is closely <a href=\"https:\/\/userpilot.com\/blog\/correlation-vs-causation\/\" target=\"_blank\" rel=\"noopener noreferrer\">correlated <\/a>with user <a href=\"https:\/\/userpilot.com\/blog\/customer-loyalty-and-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">retention<\/a>:<\/p>\n<blockquote><p><em>An approach I recommend is to examine the overlap between core user activities and the frequency of their return to the product (e.g. logging in for another session, using the feature again). Actions with a large intersection (i.e. correlation) are prime candidates for increasing user activation through checklists.<\/em><\/p><\/blockquote>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/yoel-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_dddfb695e0a1e8c9c89439bf87d4ff09_800.png 1x, https:\/\/images.storychief.com\/account_6827\/yoel-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_dddfb695e0a1e8c9c89439bf87d4ff09_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/yoel-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_dddfb695e0a1e8c9c89439bf87d4ff09_800.png 1x, https:\/\/images.storychief.com\/account_6827\/yoel-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_dddfb695e0a1e8c9c89439bf87d4ff09_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/yoel-customer-onboarcing-checklist-completion-rate-2024-benchmark-report_dddfb695e0a1e8c9c89439bf87d4ff09_800.png\" alt=\"Yoel Eilat, a Growth and Product Advisor, on how to identify the key tasks for your checklists\" \/><\/picture><figcaption>Yoel Eilat, a Growth and Product Advisor, on how to identify the key tasks for your checklists.<\/figcaption><\/figure>\n<p>Here\u2019s an example of a Userpilot checklist. It includes only 4 essential tasks for users to start using the platform.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/image_030ebfada7a675b4d5637ccb9d8622db_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/image_030ebfada7a675b4d5637ccb9d8622db_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/image_030ebfada7a675b4d5637ccb9d8622db_800.png\" alt=\"Userpilot customer onboarding checklist\" \/><\/picture><figcaption>Userpilot customer onboarding checklist. <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Create your own today!<\/a><\/figcaption><\/figure>\n<p>To make the checklist even more compelling, we\u2019ve added the <a href=\"https:\/\/userpilot.com\/blog\/progress-reports\/\" target=\"_blank\" rel=\"noopener noreferrer\">progress bar <\/a>and a task they\u2019ve already completed (creating an account). This reinforces the Zeigarnik effect.<\/p>\n<p>We also back up the checklist with<a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\"> interactive walkthroughs<\/a> which guide users through the tasks step by step.<\/p>\n<h2 id=\"82ig0\">Conclusion<\/h2>\n<p>Customer onboarding checklists help users set up the software and discover the most relevant features for their use cases. When combined with interactive walkthroughs, they enable users not only to witness the <a href=\"https:\/\/userpilot.com\/blog\/product-value\/\">product value but<\/a> also learn how to extract it in their contexts.<\/p>\n<p>If you\u2019d like to learn how to analyze user behavior to create onboarding checklists that resonate with your users, <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">book the Userpilot demo!<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The average onboarding checklist completion rate at the companies we studied was 19.2%. And the median 10.1%. To obtain the rates, we studied the completion rate data from 188 companies that use Userpilot. Let\u2019s look into this in more detail.<\/p>\n","protected":false},"author":24,"featured_media":197861,"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":[306,362,5889,49,571,105,50],"class_list":["post-197841","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-onboarding-category","tag-customer-onboarding","tag-onboarding-checklist","tag-onboarding-checklist-template","tag-onboarding-experience","tag-product-metrics","tag-user-activation","tag-user-onboarding"],"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>Customer Onboarding Checklist Completion Rate: 2025 Benchmark Report<\/title>\n<meta name=\"description\" content=\"Read to learn the average customer onboarding checklist completion rate. Compare your completion rate to companies in the same industry.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/userpilot.com\/blog\/onboarding-checklist-completion-rate-benchmarks\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Onboarding Checklist Completion Rate: 2025 Benchmark Report\" \/>\n<meta property=\"og:description\" content=\"Read to learn the average customer onboarding checklist completion rate. 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