Q. In your experience, what is the key to identifying performance metrics to measure customer onboarding success?

[tasmih1234]

Understand customer needs and expectations and what drives value for them is key. Typically a combination of voice of the customer and your own experiences can help derive the optimal customer experience.


There are several common measures that organizations can consider to measure customer onboarding success or identify improvement opportunities, such as:

front-end or web analytics—such as abandonment rate, abandonment fields, at what points a FAQ is selected or Chat is engaged. This information helps identify potential improvement opportunities.
product options or click rates—this information can be used to netherlands mobile numbers list remove “unnecessary” questions, fields, or pages. For example, if you notice only 1 percent of applicants are using certain functionality (e.g. no users select overdraft protection or users do not enter multiple phone numbers) and it is not a compliance requirement, remove it or move it to a post onboarding activity.
customer activity numbers—such as the number of touches, times saved, and resumed. This information indicates where customers interface with the product and how much.
overall processing times—such as how long does it take to complete components like onboarding or new product application, manual review or processing, benefits verification, account opening, funding) or the entire application timeline. This information helps identify cycle time improvements..
cross-sell effectiveness—indicates the how good were you at cross selling products (i.e. were other products added to the cart or applied for).
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