A targeted NPS survey that fires immediately after a user completes the onboarding flow. It captures first impressions while they are fresh, providing actionable feedback on the onboarding experience specifically rather than the product as a whole.
Trigger this survey when the user completes the onboarding checklist, finishes the welcome tour, or performs their first core action. Show it within the first 7 days of sign-up, while the onboarding experience is still top of mind.
Start with a brief congratulatory message — "Great job setting up your account!" — before transitioning to the survey to put the user in a positive frame of mind.
Present the question "Based on your onboarding experience, how likely are you to recommend [Product] to a colleague?" with the 0-10 scale. Emphasize that the question is specifically about onboarding.
After the score, ask "What was the best part of getting started?" and "What was confusing or frustrating?" as two separate text fields to capture both positive and negative signals.
If the user gives a 0-6 score, immediately offer to connect them with a support agent or schedule a walkthrough call. Show a calendar link or chat widget to reduce churn risk.
Thank the user and reiterate that their feedback will directly improve the onboarding experience for future users. Provide a link to the help center for any remaining questions.
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