These voice of customer examples show how the best questions for onboarding VOC can transform your user experience from day one. Capturing voice of customer during onboarding is crucial for understanding initial user expectations and shaping a product that truly delivers value. When you use AI-powered conversational surveys, you can dig much deeper than with static forms and surface insights that drive real improvements.
Let’s explore why onboarding is the golden window for feedback, the smartest questions to ask, and how to keep things conversational so you learn what really matters to your customers.
Why onboarding is your golden opportunity for customer feedback
Onboarding is when users are most engaged—they’re exploring your product for the first time, naturally motivated, and open to sharing their fresh perspective. This brief window is precious. If your in-product survey pops up as customers discover key features, you’re catching their gut reactions—what feels right, what confuses them, and where they might need more guidance. In-product conversational surveys let you meet customers where they are, right at the moment of first impression.
Prevent future problems: Early feedback is your best defense against churn. Companies with a defined onboarding process see a 50% increase in customer retention and higher lifetime value[4][5]. If onboarding isn’t working, you’ll spot the red flags before frustrated users slip away. Short and engaging surveys keep abandonment low—AI-powered conversational surveys see abandonment as low as 15-25%, half of what traditional surveys suffer[2].
Set the right expectations: When you understand a new customer’s goals, job-to-be-done, and hesitations, you can align your roadmap, communication, and support to deliver what they actually need. This pays off in customer loyalty—70% say onboarding is a major influence on how long they’ll stick around[6].
Onboarding isn’t just about teaching; it’s about listening early, so your product evolves with—and not against—your customers. That’s why timely feedback matters most.
Essential voice of customer examples for onboarding surveys
If you want to learn what really matters to your new customers, start with these best questions for onboarding VOC and follow-up logic:
Goals and expectations question: Discover why your customers signed up. You learn what job they’re hiring your product for, and can measure if you’re meeting it.
What’s the main thing you hope to achieve with [Product]?
If a user gives a vague answer, follow up: “Can you tell me more about what you’d consider a win in your first month?”
Previous experience question: Reveal what tools they used before and what they liked or disliked. This provides context for how they’ll perceive your interface, speed, or support—and what would make them switch for good.
What did you use before [Product]?
If they mention competitors, ask: “What made you decide to try something new?”
Initial friction points: Pinpoint where people struggle. You can instantly spot confusing terminology, complex steps, or missing guidance.
Was there anything confusing about getting started?
If they say yes, instruct the AI to probe: “Can you share which steps or features were unclear?”
With Specific’s AI-powered follow-up questions, you don’t have to script every detail—the survey naturally asks for clarification or deeper examples without adding friction or fatigue.
“What-else” open wrap-up: This flexible question uncovers feedback you didn’t anticipate—hidden issues, creative feature ideas, or concerns users might hesitate to share unprompted.
Is there anything else you’d like to tell us about your first impressions with [Product]?
If someone shares a frustration, follow up: “How could we make that better?”
Mix these up with single-choice questions for structured insights (like NPS or ease-of-use ratings) and you’ll get both depth and breadth—plus, AI follow-ups fill in the gaps automatically.
Making your onboarding surveys conversational
Conversational surveys go far beyond the traditional checkbox or text field. Instead of feeling like homework, they feel like a chat with an attentive teammate. When you use AI-powered follow-ups, each answer triggers probing in real time—so even a short response sparks a dialogue where users explain, clarify, or elaborate. The result? You get richer, more honest feedback. In fact, AI-powered surveys see completion rates of 70-80%, compared to the 45-50% for traditional surveys[1]. Data quality also improves—responses are more detailed and actionable[3].
Timing matters: Deploy your onboarding VOC survey at just the right touchpoints—after account creation, first use of a key feature, or the end of a demo/tutorial. Interrupting at the wrong moment leads to drop-off; smart timing increases response and insight.
Match their energy: Tailor the conversation’s language and style to match each user segment. For business buyers, go professional. For creative users, be playful. With the AI survey editor, you can customize tone and follow-up logic using natural language instructions, so every survey feels personal.
Traditional survey | Conversational survey |
|---|---|
Static questions, little context | Each response shapes the next question |
High abandonment rates (40-55%) | Lower abandonment (15-25%), feels natural[2] |
Flat data, less engagement | Deeper insights, higher completion (up to 80%)[1] |
Conversational surveys turn your VOC efforts into genuine dialogue. When follow-ups are automated and contextual, the AI feels less like a script and more like a real collaborator—which is exactly the kind of user experience that builds lasting relationships.
Best practices for implementing onboarding VOC surveys
When you roll out onboarding voice of customer surveys, a few best practices make all the difference:
Don’t overwhelm new users: Limit the number of survey questions, especially during the first session. Space out feedback touchpoints so they feel like value-adds instead of pop quizzes.
Segment your audiences: Don’t treat all customers the same. Segment by plan (free vs. paid), industry, or use case, and tailor questions and tone for each. This makes your data richer and recommendations sharper.
Once you have responses, let AI do the heavy lifting. Analyze survey feedback with AI—it can surface patterns and key themes, so you don’t have to sift manually.
Analyze our last 100 onboarding survey responses. What are the top goals, and where do users get stuck most often? Summarize main improvement areas for the product team.
Based on what you find, iterate. Revise questions, add clarifying follow-ups, or adjust onboarding itself to map better to what users need—or remove friction you didn’t even know was there. Every feedback loop is a chance to raise satisfaction, retention, and advocacy.
Start capturing customer voice from day one
Onboarding VOC surveys let you understand your customers and deliver what they want—before problems become churn. When you listen early, you unlock stronger retention, sharper product decisions, and happier users. Don’t let your best insights slip away with silence. Ready to transform your onboarding experience? Create your own survey with AI-powered follow-ups that capture the insights you’ve been missing.