--- title: "Onboarding Survey — Definition & Formula | SpaceForms" url: https://spaceforms.io/glossary/onboarding-survey description: "An onboarding survey collects feedback from new customers (or employees) during the first 30-90 days to identify activation friction and predict retention." lang: en --- Home (https://spaceforms.io/) / Glossary (https://spaceforms.io/glossary) / Onboarding Survey # Onboarding Survey An onboarding survey collects feedback from new customers (or employees) during the first 30-90 days to identify activation friction and predict retention. Onboarding surveys are the single highest-leverage CX program for SaaS because the first 30 days determine 60-80% of long-term retention outcomes. Typical structure: a Day-3 micro-survey ('How's setup going so far?'), a Day-14 activation check ('What's blocking you?'), and a Day-30 satisfaction + early NPS pulse. Employee onboarding follows a similar cadence: Day 7, Day 30, Day 90. Best-in-class onboarding programs trigger closed-loop intervention (CSM call, in-app help, personalized email) within 24 hours of any score below threshold. ## Example A SaaS deploys a Day-14 onboarding survey: 5 questions, 90-second median completion, 41% response rate (well above Refiner's 27.5% benchmark thanks to in-app placement). Detractors at Day-14 are 3.2× more likely to churn by Day-90. ### Run a Onboarding Survey survey free SpaceForms includes pre-built templates with validated wording. Unlimited responses on the free tier — no credit card. Start free (https://spaceforms.io/free-survey-builder) ## Related terms ### Pulse Survey A pulse survey is a short, frequent survey (3-5 questions) used to track sentiment over time. https://spaceforms.io/glossary/pulse-survey ### In-App Survey An in-app survey is a short survey delivered inside a digital product, typically triggered by user behavior or milestone events. https://spaceforms.io/glossary/in-app-survey ### Net Promoter Score (NPS) Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a product or service on a 0-10 scale. https://spaceforms.io/glossary/nps ### Customer Effort Score (CES) Customer Effort Score (CES) measures how much effort a customer expended to complete a specific interaction, typically on a 7-point agree/disagree scale. https://spaceforms.io/glossary/ces ### Voice of Customer (VoC) Voice of Customer (VoC) is a systematic program for collecting, analyzing, and acting on customer feedback across every touchpoint and channel. https://spaceforms.io/glossary/voice-of-customer ### Customer Journey Mapping Customer journey mapping is the practice of visualizing the end-to-end experience a customer has with a brand across stages, touchpoints, channels, and emotions. https://spaceforms.io/glossary/customer-journey-mapping ## Structured data ```json [ { "@context": "https://schema.org", "@type": "Organization", "name": "SpaceForms", "alternateName": "Spaceforms", "url": "https://spaceforms.io", "logo": "https://spaceforms.io/favicon.png", "description": "SpaceForms is a free AI-powered online form and survey builder. 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