SaaS Onboarding Survey Template

This SaaS onboarding survey asks new users about setup, their first task, and help during the first two weeks. Find where the path from signup to useful work becomes difficult.

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SaaS Onboarding Survey: first question and response field, desktop preview — SaaS Onboarding Survey Preview

SaaS Onboarding Survey: first question and response field, tablet preview — SaaS Onboarding Survey Preview

Creating an account is only one part of onboarding. Ask whether users attempted their intended task and what happened next. Include people who did not get started so you do not hear only from successful users.

When to use this saas onboarding survey

SaaS product and customer-success teams can use this survey two weeks after signup. It covers initial setup and first use, rather than ongoing app satisfaction or employee onboarding.

For feedback on the public website rather than in-product onboarding, use our website feedback template.

7 questions for your saas onboarding survey

Use these 7 questions as a starting point. All fields are optional; choose one answer where choices are listed. Leave an irrelevant open field blank.

Respondent introduction:
Think about your first two weeks with this software. Tell us about getting started, without passwords, account identifiers, or private workspace content.

How to customize your saas onboarding survey

Name the software and define the first-two-weeks window. Keep a direct support route for users who need help now. Do not ask users to share credentials or private workspace content. Match invitations to the same point after signup when comparing cohorts. Before sharing widely, try the questions with a few people from the intended audience and clarify anything they interpret differently.

Printable saas onboarding survey template

Use this printable saas onboarding survey template during an assisted onboarding session. It includes the same questions and space to write, giving people who prefer paper or are less comfortable online another way to take part. SurveyLegend helps you offer both formats. Tell respondents where to return the completed form and who will review it. Paper answers need a separate review or manual entry process; they are not automatically added to online responses.

AI prompt for a saas onboarding survey

Use these questions to understand what happens between signup and a user’s first completed task.

The full prompt below specifies your saas onboarding survey, including all 7 questions and response settings. Copy it, register for a free SurveyLegend account, and paste it into SurveyLegend’s AI survey creation tool. Review the result and add your organization’s details before sharing.

Create a saas onboarding survey in SurveyLegend using the exact questionnaire below.

Purpose: Use these questions to understand what happens between signup and a user’s first completed task.

Creator setup before sharing:
Name SaaS product; first 14 days after signup; include nonstarters. No account diagnostics or automated onboarding workflow promise.

Requirements:
- Include exactly 7 fields in the order shown. Preserve wording, field types, choice order, and optional settings verbatim.
- Show every field. Single choice means one selection. Preserve instructions for irrelevant fields; do not invent branching.
- Do not add questions, answers, scores, outcome predictions, certifications, or promises of anonymity.
- Do not invent organization details, dates, offer prices, a concept card, a job criterion, or other required context. Ask the creator for missing setup information before the survey is shared.
- This prompt creates a draft questionnaire. It does not process transactions, change accounts, issue tickets, publish testimonials, or make employment decisions.
- If an exact field or setting is unavailable, explain the limitation separately rather than silently changing it.

Respondent introduction:
Think about your first two weeks with this software. Tell us about getting started, without passwords, account identifiers, or private workspace content.

Exact questionnaire:

1. What did you first want to accomplish with this software?
Field type: Long text
Answer choices: none; respondent enters their own text.
Required: No
Display rule: Always

2. How far did you get with that first task?
Field type: Single choice
Answer choices, in order:
- Did not try
- Started but could not finish
- Finished with help
- Finished without help
- Not sure
Required: No
Display rule: Always

3. How easy was the initial setup?
Field type: Single choice
Answer choices, in order:
- Very difficult
- Somewhat difficult
- Neither difficult nor easy
- Somewhat easy
- Very easy
- Did not attempt setup
Required: No
Display rule: Always

4. How clear was what to do after signing in?
Field type: Single choice
Answer choices, in order:
- Very unclear
- Somewhat unclear
- Neither clear nor unclear
- Somewhat clear
- Very clear
- Did not sign in
Required: No
Display rule: Always

5. How useful was the help you used?
Field type: Single choice
Answer choices, in order:
- Not at all useful
- Slightly useful
- Moderately useful
- Very useful
- Extremely useful
- Did not use help
Required: No
Display rule: Always

6. What was the biggest obstacle to getting started?
Field type: Long text
Answer choices: none; respondent enters their own text.
Required: No
Display rule: Always

7. What would have made your first two weeks easier?
Field type: Long text
Answer choices: none; respondent enters their own text.
Required: No
Display rule: Always

Compare every field with this specification before finishing. Report differences separately. Ask the creator to review the draft and required context before sharing. Do not publish automatically.

Use prompt directly in SurveyLegend

Create a free account, then paste the copied prompt into SurveyLegend.

Already have an account? Sign in to create your saas onboarding survey.

How to use the answers

Review first-task outcomes before overall setup ease. Users who never attempted a task need a different follow-up from those blocked halfway through it. Group obstacles, check them against actual onboarding steps, and test a change before assuming the survey proves a retention effect.

When should new users receive this survey?

This version uses the first two weeks after signup. If your onboarding cycle differs, change the period consistently across questions and invitations.

Should users who never started be included?

Yes. Their barriers can be different from those of people who completed setup.

Does it measure retention?

No. It records onboarding experience and reported task outcomes. Retention needs separate behavioral data and appropriate analysis.

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SaaS Onboarding Survey Template

When to use this saas onboarding survey

7 questions for your saas onboarding survey

A little feedback. A clearer picture.