Onboarding Review Template

Write the customer outcome in plain language before naming its tracked event. Decide whether success belongs to a user or an account. If several people collaborate on setup, an account-level milestone may answer a different question from an individual's first action; show the unit beside every count.

Record the observation window and the data cut-off so reviewers know whether each cohort had equal time to finish. Include any tracking issue or change in eligibility. A rate without these definitions can look precise while describing a different journey from last week's review.

Choose findings relevant to the measured journey. For each, state what is known and what remains a hypothesis. Include evidence that challenges the leading explanation, such as customers who completed the same step without the proposed help. Keep urgent individual support cases assigned through your support process.

The review can end with an investigation, a product change, a documentation improvement, or no action. Write the reason and the evidence needed for the next decision. Use a task-based acceptance check and a metric guardrail, such as accurate imports or support burden, rather than judging success only by faster completion.

Fictional review: 80 new accounts started report setup and all had a full seven-day observation window. Forty-eight produced a valid report, giving 60% completion. Four interviewed administrators describe uncertainty about source permissions. These interviews suggest a permissions investigation; they do not explain every one of the 32 accounts without a recorded report.

Decision: the product owner will inspect permission instructions and observe a new setup attempt with the relevant roles. The check is whether the administrator identifies the prerequisite and completes the handoff without staff intervention. At the next review, the team will examine the new evidence before committing to a redesigned setup flow.