Introducing a New Tool to Score Your Customer Onboarding Process 

We’ve had a lot of conversations with implementation and customer success leaders over the years. Hundreds of them.

After spending weeks analyzing the commonalities in these conversations, we think we have a good understanding of the things that make a delivery motion effective in B2B SaaS. 

So we tried to do something useful with that information. The result is the Customer Onboarding Health Check—a free, 2-minute assessment that gives you a health score for your onboarding process and a mitigation plan for the areas where you’re most exposed.

Try it out below:

What We Evaluate and Why

The assessment covers six categories. Each one came out of patterns we kept seeing in real implementation environments. None of them are hypothetical.

Customer Engagement

This is about how you collect what you need from customers and how much of your team’s time is spent chasing it. If your biggest source of delay is waiting on a customer for credentials, approvals, or configuration details (and you’re getting those things through emails and phone calls) that’s a structural problem, not a people problem. We evaluate how much of that customer engagement process is automated versus manual, because the gap between the two tends to predict how much your team is working on actual implementation versus follow-up. 

Process and Workflow

Whether your onboarding is built on standardized playbooks in a customer onboarding platform or tribal knowledge makes a measurable difference in how consistent your onboarding is and your capacity to deliver at scale. Our tool evaluates how structured and repeatable your operations are and whether customers have real-time visibility into where they are in the process. When customers can see their own progress, they ask fewer status questions and complete their tasks faster. When they can’t, you lose their confidence and your process tends to slow down. 

Time to Value

This one is simple: do you know how long it takes your customers to reach their first meaningful outcome (e.g. time to value)? Not an estimate, but an actual, measurable number that you’re benchmarking and improving. A lot of teams we hear from have a rough sense of it. Fewer are measuring it consistently, and fewer still are mapping their onboarding stages to value milestones in a way that lets them identify where projects commonly stall. The assessment looks at both whether you track it and how consistent your timelines actually are across similar customer segments.

Visibility and Integration

Leadership visibility is a forcing function for intervention. If the only way to know which projects are at risk is to ask someone to compile a report, you’re already reacting too late. We look at whether leadership can see real-time health and status across your full project portfolio. The assessment also gauges whether that data lives in one place or is spread across tools in a way that makes understanding your performance impractical.

Scalability

Most onboarding processes are built for the customer volume a company had when they built them. It’s deeply important to know whether your process can absorb additional growth without proportionally growing headcount. For most teams, it’s not practical to hire through a volume spike, so the assessment asks whether your process and tooling would hold up to more growth or whether adding new customers would break things in ways that are hard to recover from.

Accountability

When an onboarding project loses traction, the two most important questions are who owns the delay and whether they know it. We look at whether task ownership is tracked with enough clarity that you can answer that question objectively and whether your customers have visibility into their own responsibilities and deadlines before you have to tell them they’re blocking progress. The difference between a team that chases customers and a team that has customers who self-manage comes down almost entirely to how accountability is structured.

How the Scoring Works

Each of the six categories scores on a spectrum from manual and reactive to automated and structured. You’ll get a score out of 100, plus a red/amber/green health status and breakdown by category.

But that’s not all. We also provide a quick mitigation plan for each category that isn’t in the green. 

The whole thing takes about two minutes. Try it here.