Set every new customer up for success. This onboarding survey captures industry, company size, primary use case, technical skill level, and first-month goals so your team can personalize the experience from the very first interaction. Fewer churn risks, stronger activation rates.
Customer onboarding is the most critical window in the entire customer lifecycle. Research consistently shows that customers who reach their first meaningful outcome within the first 30 days have dramatically higher retention rates. But to help a customer reach that outcome, you first need to understand who they are, what they're trying to accomplish, and how technically capable they are of getting there on their own.
This onboarding survey answers those questions efficiently. The combination of industry, company size, and primary use case creates a customer profile that helps your team personalize follow-up content, route support requests to the right specialist, and identify which customers need high-touch intervention versus which ones are best served by self-serve resources.
formformform makes it easy to embed this survey in your welcome email, your in-app onboarding flow, or your first login screen. The technical background field is especially valuable for product-led growth teams — customers who identify as non-technical can be automatically routed to guided tutorials, while technical users can be pointed straight to API documentation.
Asks new users which feature they created their account to use first so the in-app onboarding tour can skip irrelevant steps.
Collects the student's current knowledge level, learning format preference, and weekly time commitment to recommend the right course pace.
Gathers existing IT infrastructure details, compliance requirements, and support urgency level so engineers can prepare for the first discovery call.
Asks clients to define their primary KPI, top competitor, and current monthly ad spend so strategists can prepare a relevant audit.
Captures business structure, fiscal year start date, and current bookkeeping method so the setup wizard can pre-configure accounts and tax settings.
Collects the number of employees, payroll frequency, and which HR processes the client wants to automate first to prioritize the implementation roadmap.
Asks team size, current project methodology (Agile, Waterfall, hybrid), and which integration the team relies on most to suggest the right template library.
Captures current pipeline stage count, average deal length, and the primary source of new leads to pre-populate deal stages and lead source dropdowns.
Asks how many providers are on the team, specialty type, and which billing workflow they're migrating from to assign the right implementation specialist.
Collects product category, average order value, and existing sales channels so the merchant success team can recommend the right apps and shipping integrations.
Asks the client to rank their top three business concerns and identify previous consulting engagements so the firm can avoid redundant discovery work.
Collects dietary restrictions, brand preferences, and household demographics at signup so the first box is highly personalized and reduces early cancellations.
Click 'Use this template' to load the onboarding survey into your formformform account.
Customize the industry and company size dropdowns to reflect the specific segments your product serves.
Update the primary use case placeholder text with examples relevant to your product's most common applications.
Configure email notifications for your customer success team so they're alerted immediately when a new customer completes the survey.
Add the form link to your onboarding welcome email with a note explaining why it helps personalize their experience.
Review responses weekly to identify patterns — recurring concerns in the open question field often reveal product or documentation gaps.
the onboarding window is short. A survey sent on day one has a much higher completion rate than one sent after the novelty has worn off.
position the survey as 'we want to personalize your experience' rather than 'we need information from you'.
non-technical customers need different content than developers.
have your customer success team reference the stated goals in their first check-in call or email.
these customers are at immediate churn risk and should be contacted by a human within hours of submission.
Revisit the survey responses at the 60-day mark to see how closely early goals aligned with actual product usage.
Within the first 24 hours after account creation or purchase, while motivation is highest. A second touchpoint at day 7 can capture experience feedback after the customer has had time to explore.
Export or view submissions in your dashboard and use the industry, company size, and use case fields to segment customers into cohorts. Each cohort can receive tailored email sequences, tutorials, or outreach from the appropriate customer success manager.
formformform sends notification emails on submission. For conditional automations (e.g., alert a CSM only when someone rates onboarding as 'Difficult'), you can use a tool like Zapier or Make connected to your formformform account.
An onboarding survey is forward-looking — it captures goals and context at the start of a customer's journey. A feedback form is retrospective, collecting opinions on experiences already had. Both are useful, but serve different purposes.
Yes. Embed the form using formformform's iframe code inside any web application. Many teams display it as a modal or dedicated onboarding step on the user's first login.
Understand what customers love — and what needs fixing.
Collect powerful customer testimonials with clear usage permissions.
Capture qualified B2B demo requests with company size, role, and use case.
Capture qualified leads with the context your sales team needs to convert them.
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Use this template