Post-Sale Customer Onboarding Health Assessment

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This tool assess how well your post‑sale onboarding system currently supports customers with adopting and realizing the full value of your product/service implementation.

Key words used in this form are defined below:

Client/Customer: Recipient of your product/service.
Onboarding: Post-sale setup to ensure clients use and value full service as quickly as possible.
Onboarding Workflow: Critical activities coordinated on the behalf of the client/customer following the purchase/trial period of a service/product that impact integration, usage, experience, and retention/revenue.
Optimization: Improving systems for better speed/quality.
Reference Materials: Easy-to-reference visuals or written instruction for repeatable tasks

Contact Information

What is your first and last name?

What is your business email?

Owner and Workflow Clarity

Who owns your onboarding internally?

1 - No one is clearly responsible
2 - Shared between team members
3 - One person/team owns it end-to-end

Clear selection

Is your onboarding workflow documented and consistently followed?

1 - Not documented

2 - Documented but not consistently used/followed
3 - Clearly documented and followed

Clear selection

Welcome Communication

Do you send a welcome message after a sale?

1 - Not consistently

2 - Yes but it is generic/manual
3 - Yes! It is automated and tailored

Clear selection

Does the message explain next steps clearly?

1 - Not really

2 - Somewhat but it is missing detail
3 - Very clear and client-friendly

Clear selection

Onboarding Milestones and Timeline

Do you define onboarding stages and milestones with internal documentation?

1 - Not really - it's one big process

2 - Somewhat but it is missing detail
3 - Very clear and client-friendly

Clear selection

Is the timeline communicated to the client?

1 - No

2 - Sometimes, depends on the client
3 - Yes - every client knows what to expect

Clear selection

Client Resource Access

Do clients get what they need quickly (i.e., 1-2 days) after signing?

1 - Nor reliably

2 - Sometimes but there is often delays/confusion
3 - Yes - clients consistently receive resources within 1-2 days

Clear selection

Is there a central hub that clients can access to view resources (e.g., Notion, Google Drive, etc.)?

1 - No - they are often sent and attached individually

2 - Somewhat - various links are sent by email
3 - Yes - resources are consistently centralized and clients know where to go

Clear selection

Training and Support Materials

Do you have written or video guides/tutorials?

1 - No - tutorials are exclusively provided in live calls

2 - Some - however, materials are unorganized and/or there are knowledge gaps
3 - Yes - materials are built-out, accessible, and structured

Clear selection

Are materials tailored to different client segments or use cases?

1 - No - we use the same materials for everyone

2 - We only personalize our live, facilitated calls
3 - Yes - we offer personalized materials and live, facilitated calls

Clear selection

Kickoff Touchpoint

Do you hold a formal onboarding kickoff call?

1 - No - we just get to work

2 - Sometimes - depends on the client
3 - Yes - every client gets one

Clear selection

Is the kickoff structured (i.e., you outline roles, timeline, and expectations in your call)?

1 - No - it's more casual

2 - Partially structured
3 - Yes - we cover roles, timeline, and expectations

Clear selection

Success and Measurement Criteria

Do you define success criteria/goals for each client?

1 - No

2 - Sometimes but it's usually pretty informal
3 - Yes - we define and discuss criteria/goals for all clients

Clear selection

Do you track progress towards success using data and metrics?

1 - No - we determine success based on feel

2 - We do some milestone tracking
3 - Yes - we measure outcomes and track KPIs

Clear selection

Communication Cadence

Do you follow a regular communication rhythm in onboarding?

1 - No

2 - Sometimes but it is standardized
3 - Yes - we set regular check-ins and provide routine updates

Clear selection

Do clients know how and when to expect updates?

1 - No/probably not

2 - Maybe
3 - Yes - we communicate when and how we will share updates

Clear selection

Tools to Track Onboarding Progress

Is there a system to monitor where clients are in onboarding?

1 - None

2 - Yes but it is completed manually
3 - Yes - we have a CRM or automated tool

Clear selection

Can your team easily spot bottlenecks with your tracking tools?

1 - No - it's hard to know

2 - Sometimes but information can be lagging
3 - Yes - our tool alerts us of delays

Clear selection

Feedback Loop

Do you solicit customer feedback during or after onboarding?

1 - No

2 - Occasionally or informally
3 - Yes - we have a structured feedback mechanism

Clear selection

Is feedback actively used to improve your process?

1 - No - it's hard to know

2 - Sometimes but typically only when issues arise
3 - Yes - we conduct a regular, feedback review and use insights to inform improvements

Clear selection

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