SMS stats and trends

30 Customer Onboarding Statistics You Need to Know

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Let’s face it, customer onboarding can be a drag. It’s time-consuming and expensive.

But did you know, according to Colorcom, 90% of customers decide on a product or service within the first 90 seconds of interacting with it?

That’s quite a thought-provoking customer onboarding statistic.

Want to know more?

This article shares 30 customer onboarding statistics to show you the impact of onboarding on customer retention. It’ll also show you how to improve your customer retention rates.

Let’s get right into it.

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What is customer onboarding?

Customer onboarding is the process of helping new users set up and use your product.

It’s like a digital red carpet rolled out for your new customers.

For example, you have a video editing tool. Your onboarding process might include showing users the following:

  • How to import footage
  • How to cut clips
  • How do add effects, and
  • How to export the final product.

An easy-to-follow onboarding experience is key to customer satisfaction.

Fast OTPs help you provide the best sign-up and onboarding experience for your app and software. See how SMSCountry OTP API service makes your customers love you.

What is the importance of customer onboarding?

You set foot into a store for the first time. You’re excited to browse their selection and find the perfect item.

But as soon as you step inside, you’re greeted by chaos.

The shelves are disorganised, and the lighting is dim. And, the staff seems indifferent to your presence.

What do you do? You likely turn around and walk out the door.

As in physical stores, first impressions matter online.

The statistics show that effective customer onboarding:

  • Boosts customer retention: A well-crafted onboarding experience increases customer retention by up to 50%. That’s right. Your onboarding process impacts whether a customer sticks around or not.
  • Increases customer satisfaction: Customers who have enjoyed the onboarding experience are more likely to preach your brand.
  • Reduces churn rates: A complicated onboarding process is frustrating. And it can increase your churn rates.
  • Improves product adoption: Help customers understand how to use your product.
  • Generates more revenue: Happy customers are more likely to renew their subscriptions, upgrade to higher plans, and refer others to your product. This will boost your revenue.

Why do you need to know customer onboarding statistics?

Keeping up with the latest customer onboarding statistics helps you stay updated with word on the market. Or in the street, as it’s commonly said.

This means you are always equipped to make informed decisions about improving your customer onboarding process.

Fast OTPs help you provide the best sign-up and onboarding experience for your app and software. See the best OTP service providers to use.

30 customer onboarding statistics that you need to know in 2023

With so much data on customer onboarding, where do you even begin? 

There are many statistics related to customer onboarding. The list is long, but we’ve narrowed them down.

Here are 30 of the most important customer onboarding facts and statistics to guide your strategy.

1. Customer onboarding process statistics

Customer onboarding process statistics

Here are some cold, hard customer onboarding statistics:

  • A complicated onboarding process will drive 74% of potential customers away.
  • Only 40% of companies enjoy a positive onboarding experience.
  • 74% of users will revisit a user-friendly website.
  • 55% of customers would stop using a product or service they don’t understand.
  • Customers are 50% more likely to remain loyal to a company with an effective onboarding process.

These stats don’t lie. It shows the difference between a thriving business and a failed one. So don’t take customer onboarding lightly.

2. Customer engagement onboarding statistics

Acquiring customers is only half the battle. Keeping them engaged so they come back for more is more critical.

These onboarding statistics highlight the importance of customer engagement:

  • Price (81%) influences customer engagement. Followed by quality (80%) and convenience (55%).
  • 73% of customers expect you to understand their needs.
  • 73% of customers say a good user experience keeps them loyal to a brand.
  • A whopping 306% of customers have a positive lifetime connection with a brand.
  • Highly engaged customers buy 90% more frequently.

User engagement can significantly impact your revenue and brand reputation.

So, create positive user experiences. That’s how you build customer loyalty.

3. Customer onboarding statistics for metrics and analytics

Here are some shocking customer onboarding metrics statistics:

customer onboarding statistics | Customer onboarding statistics for metrics and analytics

Times have changed. Stop guessing or assuming what’s working or not.

Analyse and measure your metrics in full. You’ll be surprised how much information you’re missing out on.

Fast OTPs help you provide the best sign-up and onboarding experience for your app and software. See how SMSCountry OTP API service makes your customers love you.

4. Mobile app customer onboarding statistics

Now, put on your customer’s shoes for a moment.

Juliana was onboarding a new design app. She was excited to see how it could help her sell better.

So, she opened up the app, and she was immediately confused. Buttons everywhere, notifications popping up left and right. She didn’t know what any of it meant.

Now, that’s a bad mobile onboarding experience.

Let’s look at its statistics:

  • 75% of users abandon an app within the first week if it is difficult to use.
  • Apps with a good onboarding experience have a 50% higher retention rate.
  • A video that lasts one minute or less will likely be watched by 68% of people.

So, how do you enhance your mobile onboarding experience?

It’s simple:

  • Ensure your users know how to navigate your app.
  • Show them available features and how to get the most out of the app.
  • Keep it short, simple, straightforward, and fun.

Do these basic things, and your users will thank you.

5. User education customer onboarding statistics

Not everyone is a tech wizard. So, do not expect your users to know how to use your product. 

Educate your users so they can get the most out of your product.

The following stats prove why user education is vital:

  • In 97% of cases, new customers prefer to be welcomed and educated by video.
  • Customers will likely revisit user-friendly websites, but unfriendly websites will be left by 50% of customers.
  • 3 to 40% of users prefer self-service over human assistance.
  • There is a 55% chance that a product will be returned because the consumer did not understand how to use it.

In addition, here’s Neil Patel’s advice to you:

“The onboarding process determines your entire relationship. When done right, your client gets thrilled about the future.”

“If the process is complicated, you could lose that client you worked hard to get.”

You want your customers to stick around. What to do?

  • Provide easy-to-follow tutorials and
  • Host webinars and knowledge bases.

Ensure your users understand how to use your product to its full potential. And soon, they’ll be singing your praises.

customer onboarding statistics | User education customer onboarding statistics


Let’s move to product design in customer onboarding. 

6. Website design customer onboarding statistics

Do you know products that make you feel good when using them?

They’re so intuitive you can figure them out fast. Yes, that’s because of good product design.

Your customers must understand your products. Otherwise, you’ll lose out

Here’s what the stats say:

  • In 73.1% of cases, visitors leave a website because of a non-responsive design.
  • 48% of people cited a website’s design as the number one factor in deciding the authenticity of a business.
  • 94% of users’ first impressions of a site are design-related.
  • This study shows that users rated visually complex websites as less beautiful and trustworthy than simpler ones.
  • 94% of users will dump a website with poor graphic design and layout.
  • 38% of users will stop responding to a website if the content or theme isn’t attractive.
  • An easy-to-use website design is the most critical factor for 76% of consumers.

You can make your product unique and keep customers coming back. The rule is simple, don’t skimp on the design.

Make your customers feel connected to your product. Invest the time and resources and create something people love to use.

We’re now at the end of this ultimate list of customer onboarding statistics.

It’s time to take action.

Unleash the magic of SMS in onboarding: Connect, Engage, and Delight Customers

The battle for user adoption and retention is fierce. And SMS is your mighty weapon for a great onboarding process.

Witness the enchantment of SMS-driven onboarding with SMSCountry. It’s the most secure and reliable SMS provider on the globe.

You can easily reach your customers with lightning-fast onboarding alerts, message delivery and a personal touch.

New users need OTP to complete their 2FA while signing up for your product. SMSCountry SMS and WhatsApp API can help you send fast and reliable OTP messages. 

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Prince is a tech and template maven. He loves to analyze different technologies (web3, AI and software tools). Prince uses his experience, research and expert outreach to create tech product guides, templates, checklist to make work faster for you.

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