You have a new customer and you’re about to begin the onboarding process with a client onboarding survey. The first thing you need to do, as part of your sales-to-onboarding handoff, is to collect all the information you can from the salesperson who sold the software to your customer. Knowing your clients’ time is valuable, you’ll want to avoid making your customer repeat themselves.
To better help your new client accomplish their goals, create a thorough pre-onboarding survey that features questions that prompt deep dives into pain points, goals, needs, timelines, and more. Here are some client onboarding survey questions that can help you provide an impactful and effective onboarding experience.
Ask about desired outcomes.
We recommend doing this survey in person or over Zoom as it will help build the relationship between you and the customer. It also creates the space for further explanation on things that deserve more than a simple “Yes” or “No”.
When you’ve received everything you can from the salesperson, reiterate what you’ve learned about the new client to verify the information. When your customer purchased your product or service, they were looking to achieve certain outcomes. And, as you might predict, these things can change even as they learn more about your product. Not only should you ask this question at the very beginning, but ask it at the kickoff call and throughout the onboarding process and make sure your customer knows how to achieve those outcomes with your product.
Ask what they signed up for.
This one sounds aggressive, but it relates to the first question. In the first one, you wanted to outline what outcomes they wish to see from your product or service. In this question, you can see if there are any specific features or integrations in your product that sold them. This is also something you can learn from the salesperson on your team, but you can go over it with your customer and make sure those specificities are a part of their onboarding.
It’s very possible your new client saw something in your product or service that could help them solve a common pain point.
Ask about timelines.
If you don’t know their timeline already, ask your customer when they’d like to be fully using your product. Make sure to tell them your company’s average implementation time frame from previous onboardings to best establish realistic expectations. This will help put the ball in their court when it comes to keeping them engaged in the onboarding process. If your team has time constraints, be transparent and give them achievable dates that work for both of you.
When your client is excited to see your product and the value it provides them, they will move the project along themselves without you having to give out reminders. The goal is to provide a speedy, simple, and effective onboarding experience to confidently send your customer off with the new tools and skills they’ve learned.
- 7 Deadly Onboarding Sins and How to Avoid Them - December 7, 2021
- 4 Questions to Ask on Your Post Client Onboarding Survey - October 22, 2021
- 3 Questions to Ask on Your Pre Client Onboarding Survey - October 21, 2021