Customer Onboarding Feedback Survey Template

How to use the template in Zonka Feedback?

• Sign Up for a Free Trial: To get started, sign up for a free trial on Zonka Feedback. Once logged in, you can access the feedback form templates library, including the Customer Onboarding Feedback Form Template. Find the onboarding template or click on ‘Edit this Template’ at the top of this page to start customizing.

• Customize the Template: When in editing mode, you have full control to tailor the customer onboarding feedback form to your specific needs:

  • White-label the form by adding your brand’s logo, colors, and branding elements.

  • Modify questions to gather feedback on specific aspects of your onboarding process, such as the initial setup or user experience.

  • Set up form logic to create personalized experiences based on customer responses.

  • Adjust the theme to align the form’s look and feel with your brand’s aesthetics.

  • Add variables: Prefill fields with customer data to streamline the survey process and create a personalized experience.

  • Choose a language to cater to your diverse customer base and ensure accessibility across regions.

• Preview the Form: Before sharing the form, use Zonka Feedback’s preview feature to see how it will appear to your customers. This ensures the questions, branding, and design are exactly how you want them. Make any final tweaks to perfect the form.

• Distribute the Form Across Multiple Channels: With Zonka Feedback, you can distribute your feedback form via multiple channels to reach your audience wherever they are:

  • Web: Embed the form directly on your website or onboarding portal.

  • In-app: Collect feedback from users while they’re engaging with your app.

  • Email: Send personalized onboarding feedback forms directly to your customers’ inboxes.

  • SMS: Reach your audience via text messages, allowing for quick and easy responses.

  • Offline: Utilize the form in physical locations like stores, clinics, or events to gather real-time feedback.

  • QR Codes: Share via QR codes in physical spaces for easy, contactless feedback participation.

Integrate, Automate, and Act with Zonka Feedback’s Customer Onboarding Feedback Survey Template

• Integrate:

  • CRM Integration: Seamlessly sync feedback with customer records for holistic insights.

  • Helpdesk Integration: Trigger surveys post-onboarding interactions and centralize feedback.

  • Marketing Tool Integration: Automate surveys after onboarding campaigns and personalize follow-ups.

  • Custom Integrations: Extend Zonka Feedback's capabilities into your specific tech stack.

Zonka Feedback seamlessly integrates with leading platforms like Salesforce, HubSpot, Mailchimp, Freshdesk, and more to enhance your feedback collection and analysis.

• Automate:

  • Trigger surveys automatically: After onboarding completion or specific milestones.

  • Customize workflows: Manage feedback based on onboarding survey responses.

  • Automate survey distribution: Via email, SMS, in-app, or QR codes.

• Analyze:

  • Snapshot Reports: Get an overview of onboarding satisfaction.

  • Insights and Trends: Track onboarding experience over time.

  • Word Analysis: Uncover recurring themes in open-ended feedback.

  • AI Sentiments: Analyze the emotional tone of feedback.

  • AI Themes and Subthemes: Categorize feedback into themes.

  • AI-Based Reports: Generate reports highlighting critical onboarding insights.

• Act and Close the Loop:

  • Send personalized follow-ups: Thank new customers and address concerns.

  • Manage onboarding issues: Create tasks for your team to take action.

  • Collaborate across departments: Ensure effective onboarding plan based on feedback.

By integrating, automating, and analyzing feedback, you can optimize your onboarding process, enhance customer satisfaction, and make marketing efforts to drive long-term loyalty.

Distribution Channels for Customer Onboarding Feedback Survey Template

Seamlessly distribute onboarding feedback surveys through email, SMS, website, or other online channels. This flexibility ensures that you capture insights from customers at different stages of their onboarding experience, depending on the channels through which the customer onboarding survey activity is conducted.

SMS Survey: Gather Feedback On-the-go

• Trigger: Send a concise SMS with emoji reactions immediately after a key onboarding milestone.

• Example: "Welcome aboard! How would you rate your onboarding experience? Reply with a thumbs up for excellent, a star for good, and a thumbs down for improvement."

Email Survey: Delve Deeper into the Onboarding Experience

• Timing: 24-48 hours after the completion of the process of onboarding customers, send a detailed email survey covering various aspects of the onboarding journey.

• Example: "We value your feedback! Please take a moment to share your thoughts on your recent onboarding experience with us."

In-App Survey: Immediate Feedback Post-Onboarding process

• Integrated Channel: Integrate the survey within your product or mobile app right after customers complete their onboarding.

• Example: "Congratulations on completing your onboarding! How satisfied are you with the process? Rate your experience with stars: ⭐⭐⭐⭐⭐."

Website Survey: Collect Feedback Before Using Our Services

• Trigger: Offer a pop-up survey on your website after new customers explore key onboarding information.

• Example: "Welcome to our platform! Help us tailor your experience by providing feedback on your onboarding journey with this quick survey."

Offline Survey: Capture In-Person Insights

• Trigger: Use offline methods to collect feedback immediately after face-to-face onboarding sessions or events. Set up kiosks or distribute feedback cards to gather responses.

• Example: "Thank you for attending our onboarding session! Please share your thoughts by filling out this quick feedback form. Your input helps us improve!"

QR Codes: Enable Quick, Contactless Feedback survey results

• Trigger: Display QR codes in onboarding materials or at key locations to allow users to easily scan and access the feedback survey.

• Example: "Share your onboarding experience with us! Scan the QR code to complete a brief survey and help us enhance your experience."

Integration with CRM and Helpdesk: Automate Feedback Collection

• Trigger: Integrate the feedback survey with CRM and helpdesk platforms to automatically send surveys after onboarding interactions or support resolutions.

• Example: "We’d love to hear from you! After resolving your onboarding queries, please check your email for a quick survey to help us serve you better."

Each distribution channel allows you to collect feedback at key stages of the onboarding process, providing valuable insights to improve the onboarding experience and achieve a better customer journey.

Why Choose Zonka's Customer Onboarding Feedback Survey Template?

Crafting and executing effective client onboarding feedback surveys can be a complex task, but with an effective product feedback tool, the process becomes streamlined, enabling you to extract valuable insights from your new customers. Zonka Feedback emerges as a robust tool for onboarding feedback surveys, providing powerful features specifically designed to enhance your feedback collection process.

1. Customizable Survey Template - Enhance your client onboarding satisfaction survey using Zonka Feedback's customizable templates and online forms. Tailor pre-built templates to cover various aspects of the customer's onboarding journey, modifying survey questions to align with your survey objectives and specific touchpoints. This flexibility ensures that each survey is relevant and targeted to meet your business goals.

2. Skip Logic and Question Branching - Optimize the onboarding flow with the features of skip logic and question branching. Customize the survey based on customer responses to create a personalized and efficient experience. For instance, if a customer indicates dissatisfaction with a particular aspect of the onboarding process, follow-up questions can be tailored to gather in-depth feedback, providing actionable insights to address pain points.

3. Real-time Feedback Alerts and Notifications - Stay proactive in enhancing customer satisfaction with real-time response alerts and notifications. Receive instant updates for incoming feedback or negative responses, enabling swift action to resolve issues and improve overall customer retention. This feature ensures that you address concerns promptly and maintain a smooth onboarding process.

4. Multiple Channel Distribution - Distribute your onboarding feedback surveys seamlessly through multiple channels, including email, SMS, website, and other online platforms. This flexibility ensures you capture feedback from customers at various stages of their onboarding journey, depending on the channels used during the onboarding activity. Reach your audience through their preferred feedback channels for more comprehensive insights.

5. Multi-Lingual Support - Accommodate customers from diverse backgrounds by offering surveys in multiple languages. This inclusivity ensures that you gather feedback from a broad target audience, enhancing the onboarding experience for all users regardless of their linguistic preferences.

6. Actionable Insights - Leverage Zonka Feedback’s analytics to turn feedback into actionable insights. Evaluate areas for improvement in your onboarding process, address concerns, and enhance the overall customer experience. Analyze feedback trends to identify pain points and make data-driven decisions to improve customer retention and loyalty.

Question Types to Include in Customer Onboarding Feedback Survey Template

Developing a comprehensive client onboarding feedback survey involves incorporating various question types to extract thorough insights from new customers. Explore diverse question formats to customize your onboarding feedback form, addressing the specific requirements of post-onboarding feedback.

1. Rating Scale Questions

Assess customer satisfaction following the onboarding process using Customer Satisfaction (CSAT) rating questions. Utilize a five-point rating scale with options represented through adjectives (Excellent to Poor), self-explanatory smileys, star ratings, numbers, and more.

• Likert scale survey

• 5-Star surveys

• Smiley rating or smiley face survey

• 1 to 5 Rating scale survey

• 1 to 10 opinion scale survey

• Thumbs up/down survey

Clearly defined and consistent scales, such as 1 to 5, empower customers to easily express their satisfaction levels regarding the post-onboarding experience.

2. Open-ended Questions

Gain profound insights into customers' post-onboarding experiences by incorporating open-ended questions. Encourage respondents to provide feedback on the reasons behind their ratings, capturing concerns, suggestions, and special experiences they may wish to share.

Analyzing open-ended responses offers a deeper understanding of customer needs and sentiments, facilitating the identification of areas for improvement in the onboarding process and meeting your new customers' expectations.

3. Multiple Choice Questions

Streamline feedback collection with effective multiple-choice questions in your onboarding feedback survey. Provide single or multiple response options, include ranking questions to assess preferences, and organize the survey for standardized analysis.

"Among the aspects of this onboarding experience, which ones do you find most satisfying?"

• Training materials

• Duration of the Onboarding

• Responsiveness of onboarding support

• Overall satisfaction with the onboarding process

By incorporating these varied question types into your onboarding feedback survey, you can gather comprehensive insights to enhance and optimize various aspects of the client onboarding experience.