Onboarding
Customer Onboarding Check-In
A customer onboarding check-in is a short conversation held in the first weeks after a customer signs up, to find out whether they are getting started smoothly. Most early churn starts with a customer who is stuck and says nothing. These questions help you catch blockers, confirm expectations and get the customer to their first result, and they work well as a spoken conversation.
17 questions
When to use this template
- One to three weeks after signature or activation, while the customer is still setting things up.
- When onboarding is taking longer than planned or the customer has gone quiet.
- At the end of a defined onboarding phase, before handing over to the regular follow-up.
Questions to ask
Opening and first impressions
- 01Welcome on board. How have your first weeks with us been?
- 02What was your first impression when you started?
- 03What did you expect to achieve in these first weeks?
Getting started
- 04What have you been able to set up so far?
- 05Is there a step where you got stuck or lost time?
- 06Was the information we gave you clear enough to move forward alone?
- 07Who in your team is involved, and are they all on board?
Support and communication
- 08Have you had enough help from our team so far?
- 09How easy is it to reach someone when you have a question?
- 10Is there anything you would have liked us to explain earlier?
First value
- 11What is the first result you want to see from using us?
- 12Have you seen any sign yet that it is working for you?
- 13What is still missing for you to feel fully up and running?
Next steps
- 14What would be most useful for us to help with in the next two weeks?
- 15Is there anything that worries you as you go on?
- 16Is there anything you would like us to do differently?
- 17When would you like us to check in with you again?
Tips for a useful conversation
- Link the conversation to the goal the customer gave when they signed, not to your own checklist.
- Ask what has been done, not only how they feel: concrete progress is the best sign of a healthy start.
- Listen for the silent blocker: a missing internal approval, a colleague who is not convinced, a lack of time.
- Turn each blocker into a named action with a date and an owner.
- Keep the tone warm; a new customer is still deciding whether they made the right choice.
Mistakes to avoid
- Waiting until the customer complains before checking in.
- Walking through your onboarding steps without asking what the customer actually needs.
- Speaking only to the project sponsor while the real users are unheard.
- Leaving the call without an agreed next step.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.