Reduce Onboarding Drop-off

This survey template is designed to uncover the factors that cause users to become inactive before completing onboarding. Use it to identify pain points, streamline the onboarding process, and strengthen user engagement. By addressing the reasons behind onboarding drop-offs, you can improve activation rates and ensure a smoother start to the user journey.

How You Can Benefit from Running This Survey:

This survey helps you:

• Understand the specific challenges users face during onboarding.
• Pinpoint moments of friction that lead to drop-offs.
• Make data-driven improvements to optimize the onboarding process and improve retention.

What This Survey Will Help You Discover:

1. Problems It Can Solve:
   • High drop-off rates during onboarding.
   • User confusion or frustration with certain steps in the process.
   • Misaligned user expectations or lack of guidance.
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2. Opportunities It Can Identify:
   • Specific steps to simplify or enhance the onboarding flow.
   • Areas where additional guidance or support materials can boost completion rates.
   • Insights to design a more intuitive onboarding experience that builds trust and engagement.

Example / Use Case: Imagine you’re the product manager for a meal-subscription app designed to offer personalized meal plans delivered weekly. You’ve noticed that many users drop off before completing the onboarding process, so you deploy a survey asking the following questions:

• “What’s the main reason why you haven’t finished setting up your meal subscription?”
• “What was difficult about setting up or using our meal-subscription app?”
• “What made you feel the meal subscription wouldn’t be useful to you?”
• “What features or functionality were missing?”
• “How could we make it easier for you to get started with our meal subscription?”
• “Tell us more about why you haven’t been back to explore our meal plans.”

From the responses, you discover that users are overwhelmed by the amount of dietary preference information required upfront and feel unsure about the flexibility of meal options. Using this feedback, you simplify the onboarding process by allowing users to start with default meal plans and customize preferences later. Additionally, you introduce a feature highlighting the flexibility of pausing or changing plans. These updates result in a significant increase in onboarding completion rates and greater user confidence in the subscription.

Closing Note: This template empowers product managers, UX designers, and marketers to identify and address the root causes of onboarding drop-offs. By making the onboarding experience more seamless and user-friendly, you can build trust, enhance activation rates, and set the stage for long-term user satisfaction.