Was the setup process clear? Product Survey Question
Understand if your onboarding flow is intuitive or causing friction—clear setup drives faster adoption and reduces early churn.
Question type
Yes/No binary choice
Primary metric
CSAT (Customer Satisfaction Score)
Answer scale variations
| Style | Options |
|---|---|
| Typical choice | No Yes |
| Clarity-focused | Not clear Clear |
| Understanding-based | Confusing Easy to understand |
| Expectation-based | Unclear Very clear |
Follow-Up Questions
Understanding why users found the setup process clear or unclear helps you identify specific pain points and improve onboarding. These follow-up questions dig into the details that matter most for iteration.
This open-ended question captures specific friction points—whether it's missing documentation, unclear terminology, or confusing interface elements—that you can directly address in your onboarding flow.
Identifying the specific setup stage where users struggle lets you prioritize improvements where they'll have the biggest impact on successful onboarding.
This forward-looking question uncovers what users actually wanted during setup—whether it's better tooltips, video guides, live chat support, or pre-configured templates—giving you actionable improvement ideas.
When to Use This Question
SaaS Products: Survey users within 24 hours of completing their first product setup through an in-app modal that appears when they access their dashboard for the second or third time, capturing feedback while the setup experience is still fresh and before frustration compounds into abandonment.
E-commerce: Trigger the question immediately after customers complete their first account creation or checkout process via a lightbox overlay on the order confirmation page, helping you identify friction points in your onboarding flow when the experience is most memorable and actionable.
Mobile Apps: Present this question within the first 48 hours after initial app installation using a native in-app prompt that appears after users complete at least one core action, ensuring you're measuring the actual setup experience rather than first-impression reactions and catching setup-related churn early.
Web Apps: Deploy the survey at the end of your onboarding checklist or tutorial sequence through an embedded widget on the completion screen, allowing users to naturally reflect on the entire setup journey and providing context-rich feedback tied to specific onboarding steps.
Digital Products: Send the question 3-5 days post-purchase via email with a single-click response option, giving users enough time to complete initial setup at their own pace while the experience remains recent, maximizing response rates through low-friction thumb voting that respects their time.
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