Cancellation survey template (free)
A free cancellation survey template that asks why a customer is leaving, then follows up on price, a missing feature or the tool they chose.
11 questions on one page
Customer onboarding survey template (free)
A customer onboarding survey reaches a new customer in their first week, while their goals are fresh and before small snags turn into a cancelled plan. This template runs over two pages with a progress bar. Page one asks for their name, company and role, what they want to achieve in the first 90 days and how many people will use your product. Page two covers the tools it has to work alongside, whether they need help moving data (and from where), anything that has already tripped them up and a one to five rating of the experience so far. A rating below four opens a box asking what went wrong. Last, they choose how hands-on onboarding should be, and anyone who wants a call says when they are usually free. Sign up for free, open the template and send it on day one.
Free plan, free forever. Sign up and the template opens in your workspace.
What's in this form
13 questions on 2 pages. Every question, in order:
Page 1: About you
| No. | Question | Answer type | Required? |
|---|---|---|---|
| 1 | Your nameShort answer, Required | Short answer | Required |
| 2 | CompanyShort answer, Required | Short answer | Required |
| 3 | Your roleShort answer, Optional | Short answer | Optional |
| 4 | What do you want to achieve in your first 90 days?Long answer, Required | Long answer | Required |
| 5 | How many people will use it?Number, Optional | Number | Optional |
Page 2: Your setup
| No. | Question | Answer type | Required? |
|---|---|---|---|
| 6 | Which tools does it need to work alongside?Checkboxes, OptionalSelect all that apply.Choices: A CRM, Email or marketing automation, Slack or Teams, A spreadsheet or BI tool, A project tracker, Our own systems, via the API, Nothing yet | Checkboxes | Optional |
| 7 | Do you need help importing or migrating data?Multiple choice, OptionalChoices: Yes, No | Multiple choice | Optional |
| 8 | Where is the data coming from?Short answer, Optional | Short answer | Optional |
| 9 | Anything already tripped you up?Long answer, Optional | Long answer | Optional |
| 10 | How's your experience so far?Rating, OptionalScale of 1 to 5 | Rating | Optional |
| 11 | What's gone wrong?Long answer, OptionalThe sooner we know, the sooner we can put it right. | Long answer | Optional |
| 12 | How hands-on would you like onboarding to be?Multiple choice, RequiredChoices: Self-serve: just point me at the docs, A kick-off call, Full white-glove setup | Multiple choice | Required |
| 13 | When are you usually free?Short answer, Optional | Short answer | Optional |
How the logic works
- Shows “Where is the data coming from?” when “Do you need help importing or migrating data?” is “Yes”
- Shows “What's gone wrong?” when “How's your experience so far?” is less than 4
- Shows “When are you usually free?” when “How hands-on would you like onboarding to be?” includes “A kick-off call” or “Full white-glove setup”
What people see after sending
Thanks, we've got what we need
Your onboarding specialist will follow up with the next step shortly.
Built in
- Multiple pages
- Conditional logic
Who it's for
- Software founders who still set up each new account themselves
- Customer success managers with a fresh batch of accounts every week
- Account managers handing a signed deal over to the setup team
- Service teams that want a setup checklist before the kickoff call
When to use it
- In the welcome email, on the day a new customer signs up or pays
- A day or two before a kickoff call, so the call starts from their goals
- Right after a sales handover, so the customer does not repeat what they told sales
- When a free account upgrades and the team wants to plan the setup work
Make it yours
- Let them book the call inside the form. The template asks "When are you usually free?" as plain text. If you use Calendly or Cal.com, add a scheduling question in the editor (any plan) and show it with the same rule, only to people who picked a kick-off call or full white-glove setup. The call lands in your calendar without a round of emails.
- Rename the tools list to your real integrations. The checkboxes name generic tools such as a CRM, Slack or Teams and a project tracker. Swap in the products you actually connect to, and every answer turns into a setup checklist for that account.
- Skip the boxes you can fill for them. Add a prefill parameter to "Your name" and "Company" in the editor, then put both in the link you send, for example ?name=Ada&company=Acme. The customer checks two filled boxes instead of typing them again.
- Watch the low ratings. Connect Slack or Discord on any plan and each response lands in a channel. Scan for ratings under four and the "What's gone wrong?" answer beside them, while there is still time to rescue the first week.
- Read the 90-day goal back to them. Copy their answer into your kickoff notes and open the call with it. It proves you read the form, and it gives you one clear thing to check on at day 90.
- Rewrite the thank-you line if it does not fit. It promises that "your onboarding specialist will follow up with the next step shortly". If you are a team of one, say who will reply and roughly when.
Print it or edit it offline
The same questions, ready to print or edit.
Where the answers go
Every response lands in your HornetForms inbox. From there, send it wherever your team already works.
- Turn on an email to yourself for each new response, on every plan
- A confirmation email to the person who filled it in, when the form asks for their email
- A new row in Google Sheets, a message in Slack or Discord, or a page in Notion, free on every plan
- Connect with Zapier, or send signed webhooks to n8n, Make or your own app
- CSV export on every plan, and Excel export on Pro and Business
Questions people ask
What questions should a customer onboarding survey ask?
Ask about goals first, then setup. This one asks what they want to achieve in 90 days, how many people will use the product, which tools it must work with, whether data needs moving, what has gone wrong so far and how much help they would like.
What is customer onboarding?
It is everything between a customer signing up and getting real value from your product: setup, connecting tools, moving data and learning the basics. The survey shows where each new customer stands on that path, so you can help in the right place.
How is a customer onboarding survey different from a client onboarding questionnaire?
A client onboarding questionnaire usually collects what an agency or freelancer needs before the work starts: brand files, contacts, scope and how to share access. A customer onboarding survey checks how a new customer of your product is settling in during week one, and how much help they want.
When should you send an onboarding survey?
Within the first few days, while setup questions are fresh. Send it in the welcome email or right after the first login. A second short check around day 30 tells you whether the 90-day goal is still on track.
Is there an onboarding survey example to print?
Yes. This page offers it as a PDF sized for US Letter or A4, plus an editable Word version. You can print it as the agenda for the kickoff call and tick off each answer as the customer talks.
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Further reading
Screener survey questions: 25 examples for user research
25 screener survey questions for user research, with the rule for each one, plus a free screener survey template and a participant tracker.
Published11 min read- guides
- founders
- surveys
Start from a template, finish with your form
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