Onboarding
Implementation Feedback Interview
An implementation feedback interview is a conversation held with a customer once their setup or onboarding is complete. It shows what went smoothly, where the customer got stuck and what the next customers should not have to go through. Here are the questions to ask, in an order that lets people speak frankly about a project they have just lived through.
18 questions
When to use this template
- Two to four weeks after go-live, when the customer has used the product long enough to judge the setup but still remembers the project clearly.
- After a complex or long onboarding, to learn what slowed it down and what should be standardised.
- When several recent customers have taken longer than expected to reach their first results and you want to find the common cause.
Questions to ask
Looking back at the project
- 01How would you describe the implementation in a few words?
- 02What were you expecting from the project when we started?
- 03How closely did the project match what you were told during the sales process?
- 04Which moment of the project do you remember most, good or bad?
Planning and communication
- 05How clear were the steps, the timeline and who was responsible for what?
- 06Did you always know what was expected from your side?
- 07How did you find the communication with our team during the project?
- 08When something changed or slipped, how well were you kept informed?
Setup and training
- 09How did the technical setup go on your side?
- 10Which part of the setup took more effort than you expected?
- 11How well did the training prepare your team to use the product?
- 12Did your team have the documentation and support it needed when it got stuck?
Results so far
- 13What can your team do today that it could not do before?
- 14What have you not yet been able to do that you hoped for?
- 15How confident is your team using the product day to day?
Closing
- 16If you could change one thing about the implementation, what would it be?
- 17What would you tell a company about to start the same project?
- 18Is there anything else about the project that we should know?
Tips for a useful conversation
- Explain at the start that the goal is to improve onboarding, not to evaluate the customer, so that people can be open about what was hard.
- Speak with someone who actually did the work as well as the sponsor: they often see different problems.
- Ask for specific moments rather than general impressions, such as the day they were blocked or the email that was unclear.
- Note the exact words the customer uses to describe the project: they are the best material for improving your onboarding materials.
- Share the patterns with the teams who run implementations within a few weeks, while the project is still fresh.
Mistakes to avoid
- Holding the interview months after go-live, when details have faded and the customer has moved on.
- Only speaking to the executive sponsor and missing the day-to-day users who lived through the setup.
- Defending the team when the customer describes a problem instead of listening and asking for details.
- Collecting feedback on each implementation without ever comparing them to spot repeated issues.
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.