How simple was the onboarding process? Product Survey Question
Measure how much friction users experience when getting started, so you can identify onboarding pain points and improve activation rates.
Question type
Rating scale 1-7
Primary metric
Answer scale variations
| Style | Options |
|---|---|
| Typical choice | Very difficult Difficult Somewhat difficult Neutral Somewhat easy Easy Very easy |
| Intensity-focused | Extremely complex Very complex Somewhat complex Neutral Somewhat simple Very simple Extremely simple |
| Process clarity | Very confusing Confusing Slightly confusing Neither clear nor confusing Slightly clear Clear Very clear |
| Effort-based | Required too much effort Required significant effort Required some effort Required reasonable effort Required little effort Required very little effort Required minimal effort |
Follow-Up Questions
Understanding why users found onboarding simple or difficult helps you identify specific friction points in your setup flow. These follow-up questions dig into the concrete experiences that shaped their rating, giving you actionable insights to improve the process.
This pinpoints exactly where users struggle, helping you prioritize which part of your onboarding flow needs the most attention and resources.
Open-ended suggestions often reveal quick wins and specific improvements that your team might not have considered, coming directly from users who just experienced the process.
This shows whether your support resources are discoverable and effective, or if users are struggling to find help when they need it most.
When to Use This Question
SaaS Products: Send immediately after account setup completion via in-app modal, because users can accurately recall friction points while the experience is fresh and you can quickly iterate on setup flows that drive early activation.
Mobile Apps: Trigger within 24 hours of first launch through push notification linking to in-app survey, because this captures initial impressions before users abandon the app and helps identify onboarding steps where new users get stuck.
E-commerce: Display right after first purchase checkout as an exit intent overlay on the order confirmation page, because customers just navigated your entire buying journey and can pinpoint exactly where confusion or complexity slowed them down.
Web Apps: Present after users complete their first key action (creating a project, sending an invite, running a report) via slide-in panel from the right, because this milestone indicates they've experienced core functionality and can evaluate whether onboarding adequately prepared them for success.
Digital Products: Deploy 3 days after purchase and initial access through email with one-click rating, because users have had time to explore setup documentation and initial configuration while the onboarding experience remains top of mind, helping you optimize tutorials and quickstart guides.
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