Companies with strong onboarding processes improve new hire retention by 82% and productivity by over 70%. That’s huge! But here’s the thing: Onboarding isn’t a one-and-done process. As the company evolves, so do the expectations of employees and customers. What works 2 years ago may not work this time.
The solution? Fix your onboarding experience. But before making changes, you need real feedback, and that feedback depends on the quality of the questions you ask in your survey.
In this blog, we have compiled the top onboarding feedback survey questions. Whether you're refining your employee onboarding process or enhancing the customer onboarding experience, asking the right questions can make all the difference.
Did you know?
Companies with structured onboarding programs see a 60% year-over-year improvement in revenue and a 63% improvement in customer satisfaction.
Types of Onboarding Feedback Surveys
Onboarding surveys are important for identifying gaps, boosting productivity, and increasing retention rates. The following are the two main types of onboarding feedback surveys:
Employee Onboarding Feedback Surveys
Employee onboarding feedback surveys help you see how your onboarding stacks up by covering various aspects of employee experience, such as job role clarity, training effectiveness, workplace satisfaction, engagement levels, and availability of all the resources and tools.
A leading tech company noticed a 20% turnover rate within 60 days of onboarding. They conducted an employee onboarding survey and found that 55% of employees felt unclear about job expectations. By revising training materials and onboarding programs, they reduced turnover by 30%.
Customer Onboarding Feedback Surveys
The Customer onboarding process ensures that employees understand your product and service and feel confident using it. Customer onboarding surveys serve as a valuable tool in shaping an exceptional user experience. They help identify barriers to product adoption and provide targeted customer support based on their preferences. They help build brand loyalty by showing care and commitment by addressing customers' concerns.
A SaaS company noticed that 50% of users dropped off within the first month after signing up. After sending the customer onboarding feedback survey, they saw that 60% of customers struggled with a key feature. By introducing a tutorial and enhancing customer support, they increased customer retention by 30%.
Common Types of Onboarding Feedback Questions
Employee Onboarding Feedback Surveys
Your new hires are forming opinions fast. Make sure you're asking the right questions to turn first impressions into long-term success!
Making an Offer & The Waiting Game
The hiring process sets the tone for new hires. Asking these questions can help you refine it to ensure future hires feel confident and excited rather than anxious.
- The offer letter I received made me excited to join [company].
- I felt well-informed about the next steps after receiving my offer.
- The [Company] kept in touch with me before my start date.
- I was provided with all the necessary information before the first day.
Getting to Know the Company Environment
New hires form opinions about the company culture within the first few days. If they are not welcomed, they become disengaged easily. These questions help you assess how well the new hires integrate into the company.
- I’m able to navigate my way around the office.
- On a scale of 1-10, how comfortable did you feel on your first day?
- I feel like I belong here.
- I am familiar with meeting rooms and other communal areas.
IT Setup & Tech Readiness
Technical delays can lead to frustration and wasted time. These questions help identify IT bottlenecks, ensuring future hires can integrate into their roles with minimal disruption.
- I was able to use all of my workplace equipment.
- I know whom to contact if there are any technical issues.
- State any challenges you faced during the IT setup.
- How easy was it to access all the necessary software?
Organizational Alignment & Training
The purpose of training programs is to ensure that employees understand their responsibilities and how their work contributes to the larger mission of the company. These questions will help you measure the impact of trainings and identify areas that requires adjustments.
- I’m aware of the values of [company].
- I feel confident in my ability to succeed in this role.
- How well-supported do you feel in your current role?
- I have received effective training on the processes essential to my role.
- I know how to access the training I need to further my skills
Engagement & Team Interaction
Strong workplace relationships boost productivity and retention rates. If employees feel disconnected from teammates, they feel isolated and disengaged. These questions will help you identify whether you need additional social initiatives.
- How often do you interact with your colleagues outside of work-related tasks?
- I feel comfortable asking my colleagues for help.
- Do you feel welcomed and included in team discussions and activities?
- Would you like more structured interactions with your teammates?
Read - 50+ Best Employee Onboarding Survey Questions to Ask New Hires
Customer Onboarding Feedback Questions
Customer onboarding surveys help you understand your customers' needs and expectations. The data obtained from this feedback can be used to personalize new customers' experiences and remove friction to enhance user experience.
Let’s look at some customer onboarding questions to evaluate different aspects of the onboarding process.
Questions for Gathering Basic Customer Insights
These questions are used to get familiar with your customer base, which will help you tailor their future experiences and improve your net promotor score.
- How did you hear about our product/ service?
- What problem were you hoping to solve with our product/ service?
- I feel confident in my decision to choose your product/service.
- Do you have any requirements/ needs you want us to know?
Questions for Evaluating First Impressions
A customer’s first impression influences long-term satisfaction. If they encounter friction, they may disengage early.
- The onboarding experience was smooth and easy to follow.
- I got clear guidance which were easy to understand.
- How would you rate your overall onboarding experience so far?
- Did you find our product easy to use?
Questions for Understanding Purchase Intent
Purchasing intent questions helps you understand the primary motive behind a customer’s purchase, which will help you refine marketing and sales strategies.
- What made you choose our product over competitors?
- What other products /services did you get before choosing us?
- What made you hesitate (if anything) before signing up?
- Is there anything we would have done differently to enhance your experience with us?
Questions Measuring Onboarding Satisfaction
Customer satisfaction should be a top priority because a smooth onboarding process directly impacts retention and product adoption.
- Did the onboarding process meet your expectations?
- How would you rate our sign-up process on a scale of 1 to 10?
- Would you recommend us based on our onboarding process?
- Identify problem areas in the onboarding experience.
Questions on onboarding communication
Clear, timely, and effective communication is key to a successful onboarding process. Feedback on onboarding communication can be used to identify gaps in your communication mode ( email, messages, calls, or tutorials) so you can enhance future onboarding processes.
- The information provided to me was clear and concise.
- I received onboarding emails/messages at the right frequency.
- Did you feel well-informed about the product after completing the onboarding process?
- What’s one thing we could improve about our onboarding communication?
Why Traditional Onboarding Surveys Fail And How TheySaid Fixes It
Traditional onboarding surveys are like paper maps in the age of GPS: outdated, slow, and frustrating. TheySaid, an AI-powered feedback tool, transforms into a dynamic, real-time conversation that drives results.
From Boring Forms to Engaging Conversations
Filling out a static survey is boring. TheySaid makes surveys adaptive and interactive by initiating conversations to get rich and thoughtful feedback.
From Slow Reports to Instant Insights
Tradition surveys collect data… and then sit in a spreadsheet for weeks. TheySaid analyzes data instantly and identifies patterns so you can take action now, not next quarter.
From Guesswork to Data-Driven Decisions
Traditional surveys rely on generic ratings that don’t tell the whole story. TheySaid analyzes sentiment, patterns, and engagement levels to give you real insights, not just numbers.
The Bottom Line? AI Wins.
Traditional surveys = slow, boring, and outdated.
TheySaid = fast, engaging, and insightful.
Sign up for TheySaid today and get real, actionable insights!
Key Takeaways
- A well-executed onboarding feedback survey boosts productivity and increases retention rates.
- Incorporate a mix of rating scales, Likert scales, open-ended, and multiple-choice questions to get well-rounded insights.
- AI-driven tools like TheySaid offer real-time insights, adaptive questioning, and instant analytics, replacing outdated survey methods.
- Structure surveys around key themes: job clarity, training effectiveness, IT readiness, team integration, communication quality, and overall satisfaction.
FAQs
Why is onboarding feedback important?
Onboarding feedback allows you to improve employee experience and retention and enhance the onboarding process.
What is the best format for onboarding feedback questions?
Use qualitative and quantitative questions such as multiple-choice, rating scales, open-ended, and statement-based questions.
How can AI improve onboarding feedback surveys?
AI makes surveys smarter and faster. It analyzes real-time responses, identifies trends, and even personalizes follow-up questions.
What’s the ideal length for an onboarding survey?
Short enough to keep people engaged but long enough to get useful insights—10-15 questions is the sweet spot.
What’s the difference between employee and customer onboarding feedback surveys?
Employee surveys focus on job clarity, training, and team integration, while customer surveys assess ease of product adoption and satisfaction.
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