Onboarding Feedback Survey Template
Copy an onboarding feedback survey with task-based questions, follow-ups for incomplete attempts, and an example of turning a response into a finding.
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Practical context for Onboarding Feedback Survey Template
Use this onboarding feedback survey after a new customer has had a chance to attempt a meaningful task. Copy the questions into your survey tool, replace the bracketed terms, and choose the follow-up that matches the answer. Keep the survey focused on one journey, such as creating a first project.
Suggested introduction: 'We are improving how people get started with [product]. Please tell us about your most recent attempt to [task]. You can skip any question. For account help, use [support route]. Please leave out passwords, customer records, and other sensitive details.' Adapt this introduction to how you actually collect and use responses.
Copy the core questions
Start with the intended outcome and a factual completion question. An answer option for not starting prevents people from being forced to judge an experience they have not had. If the person attempted a different task, retain that context instead of combining it silently with your target journey.
Use the final open question to collect the detail a rating would miss. You can add a task-ease question if it serves a research decision, but keep the wording and scale consistent when comparing responses over time. Record which survey version each respondent saw.
- +1. What were you trying to accomplish with [product] on this occasion?
- +2. What happened when you tried to [task]? Options: completed without help; completed with help; started but did not complete; have not started; something else.
- +3. What, if anything, made it difficult to get the result you needed?
Choose one relevant follow-up
Show only the follow-up that helps explain the reported outcome. A person who completed the task can still reveal a fragile workaround; someone who stopped might have been interrupted by an unrelated meeting. Ask what happened without assuming that the product caused every incomplete attempt.
If your survey tool does not support branching, place the optional prompts beneath clear labels so people can choose the relevant one. Request interview contact details separately and only when someone agrees to a follow-up. Do not make a public product suggestion depend on publishing an email address.
- +Completed: how did you decide the result was ready to use?
- +Needed help: what help did you use, and at which step?
- +Stopped: what happened immediately before you stopped, and what did you do next?
- +Not started: what did you need before you could begin?
Convert answers into specific review questions
Fictional response: 'I imported the file with help. Support explained that dates had to use a different format.' Record the task as first import, the obstacle as unclear date requirements, and the assistance as a support explanation. A next question is whether the requirement was visible before upload and whether the error showed how to correct it.
Keep the raw response and your interpretation separately. Count distinct respondents and the outcomes they report, but do not treat survey respondents as a random sample of every signup. A finding can justify inspecting an error message without proving how often all new customers encounter it.
- +Review record: task, outcome, obstacle, evidence reference, and next question.
- +Collection context: invitation placement, audience, dates, and survey version.
- +Follow-up: owner, next action, and how the result will be checked.
Keep exploring this topic
These next reads help you move from the concept on this page to a framework, tool, template, or deeper comparison you can apply right away.
Questions teams usually ask
Is this a survey automatically created in Feedbackly?
No. These are questions to copy into your survey tool or research document. Use a Feedbackly board for suitable product requests that emerge from the answers.
Can we email these questions?
Yes, as part of your existing customer research process. Choose one recent task and include a clear way to get support. The template does not send messages or manage a mailing list.
Should every question be mandatory?
Keep required questions to what you actually need. Optional explanations let people contribute without inventing an answer or sharing details they would rather keep private.
Give useful survey findings a next step
Bring non-sensitive product suggestions into Feedbackly for discussion and status updates, while keeping survey responses in your research workspace.