Free Customer Success Tool - Customer Success Metric Metric: Onboarding Completion Rate

Formula for Onboarding Completion Rate

Onboarding Completion Rate (%) = (Number of Customers Who Completed Onboarding ÷ Total Number of Customers Onboarded) × 100

What Onboarding Completion Rate Includes

Defined Onboarding Milestones

• Tracks customer progress through key steps, such as account setup, product training, and first value realization.

Time to First Value (TTFV)

• Measures whether customers reach their first success milestone as part of onboarding.

Drop-Off Points

• Identifies where customers abandon the onboarding process.

Why Onboarding Completion Rate Matters

Retention Predictor

• Customers who complete onboarding are more likely to stay engaged and renew.

Customer Success Foundation

• A smooth onboarding process sets the stage for long-term product adoption.

Operational Insights

• Highlights areas where the onboarding process can be optimized for better results.

Churn Mitigation

• Identifies customers at risk of churn early due to incomplete onboarding.

Key Drivers of Onboarding Completion Rate

Clear Onboarding Goals

• Ensure milestones are well-defined, measurable, and aligned with customer objectives.

Proactive Communication

• Regular check-ins and follow-ups keep customers on track during onboarding.

Engaging Resources

• Provide tutorials, guides, and videos to make onboarding easier and more accessible.

Assigned Ownership

• CSMs or dedicated onboarding specialists drive accountability and progress.

Customization

• Tailor the onboarding process to the unique needs and goals of each customer.

How to Improve Onboarding Completion Rate

Simplify the Process

• Reduce complexity by breaking onboarding into manageable steps.

Automate Where Possible

• Use onboarding tools to automate reminders, task tracking, and follow-ups.

Track Milestones

• Monitor progress and intervene when customers are stuck or delayed.

Gather Feedback

• Ask customers about their onboarding experience and use insights to improve the process.

Offer Ongoing Support

• Provide additional help through Q&A sessions, personalized demos, or self-service resources.

Tools to Track and Improve Onboarding Completion Rate

Onboarding Platforms

• Appcues, WalkMe, Whatfix for guided onboarding workflows.

Customer Success Platforms

• Churn Assassin, Gainsight, Totango, ChurnZero to track milestones and send proactive reminders.

CRM Systems

• Salesforce, HubSpot for centralizing onboarding tasks and tracking progress.

Product Analytics

• Mixpanel, Pendo, Amplitude for identifying drop-off points and improving user flows.

Conclusion

Onboarding Completion Rate is a crucial metric for ensuring new customers are set up for success. A high rate indicates that customers are reaching their first milestones and building confidence in the product. By focusing on simplifying the process, offering proactive support, and tracking progress, CSMs can improve onboarding outcomes, reduce churn risks, and establish strong, long-term customer relationships.