User onboarding statistics can be pretty dry and boring. But if you’re looking for the latest user onboarding statistics, this is the post for you. Stay up-to-date with the top 5 trends of 2022.
User Onboarding Statistics: Tracking and Measuring Success
Tracking and measuring the success rates of users as they learn how to use your product or service is called user onboarding.
By understanding how users interact with the product or service, and what challenges they face, companies can improve the onboarding process and increase the likelihood of success for new users.
Getting a new customer up and running with your product involves teaching them how to use it, showing them how to achieve value, and helping them reach that “a-ha” moment when it all clicks.
User onboarding is essential to the success of any organization as it increases retention and reduces churn. By providing a great user onboarding experience, you can contribute to revenue gains for your organization.
Onboarding stats cover a wide range of areas in B2B, from employee and user data to customer and product info.
We’ve gathered up all the best stats from recent studies, and our own survey, and put them together in a new report.
Here are more statistics about the top 10 ways companies onboard new employees.
According to recent user onboarding statistics, the average person takes just over two minutes to complete the process. However, this number will differ depending on the company and product.
For example, Facebook’s user onboarding process is reported to take around seven minutes, while LinkedIn’s only takes a minute and a half. The important thing is that users are able to complete the process without feeling overwhelmed or frustrated.
There are many factors to consider when thinking about user onboarding statistics. Some key things to think about are retention and churn rates, as well as user engagement. All of these factors can give you a good idea of how successful your user onboarding process is, and what areas may need improvement.
Why User Onboarding Matters (a lot)
It’s essential to have a strong onboarding process to ensure customers are successful with your product and continue using it long term.There are a few key things you can do to improve customer onboarding:
- Make sure your product is intuitive and easy to use from the start.
- Provide clear and concise instructions on how to use your product.
- Offer customer support throughout the onboarding process in case users run into any problems.
- Collect feedback from customers during and after onboarding to continuously improve the process.
According to Invesp, it is 5 to 25 times more expensive to get new customers than it is to keep existing ones.
According to Gladly, 68% of consumers are willing to pay more for the same product if they know the company provides good customer support.
According to Forrester Research, customers prefer to use help desk articles and knowledge bases for self-help more than any other customer service channels.
According to Think With Google, 74% of consumers will go back to a website if it’s user-friendly, but 50% of users will quit using your site if it’s too difficult.
According to Wyzowl, 90% of consumers think businesses could do more to onboard new users.
According to Groove HQ, highly engaged customers buy 90% more often, spend 60% more on each transaction, and deliver 3 times the amount of revenue compared to disengaged consumers.
According to Wyzowl, 97% of customers find videos helpful for learning about new products and services.
Vidyard concludes that 87% of B2B buyers watch videos on their laptops so don’t be afraid to create a longer, more detailed video for your prospects.
With 56% of B2B businesses preferring webinars over short videos, they’re a great way to onboard new clients.
74% of users prefer to watch a quick video instead of reading a long article on how to use new software.
69% of respondents said that more video should be used in software products to help onboard new users.
According to Topyx, the human brain is designed to retain 95% of information from video and only 10% from written content.
20 Customer Onboarding Stats to Know in 2022
Every business offers some sort of training or instruction to new customers. This can range from a multi-week course to a simple printed manual.
While it’s hard enough to turn a lead into a customer, you don’t want to lose that lead because they can’t figure out your software.
Onboarding programs are a way to help new customers learn the ropes of your product or service. These programs usually explain any unique features or services that set you apart from your competitors.
This education helps new users who run into issues early on in their customer lifecycle, reducing potential points of frustration that could lead to churning.
Offering a customer onboarding program is beneficial to businesses because it allows new users to avoid potential roadblocks early on in their customer journey. By having a clear and concise onboarding process, companies can reduce the amount of friction that could lead to churn.
Although customer onboarding programs have been around for a while, it’s important to stay up-to-date on the latest trends and strategies.
That’s why we’ve compiled this list of statistics about customer success programs. Read on to learn more!
The Value of Customer Onboarding
1. 55% of people have said that they return products because they either didn’t understand how the product worked. (Wyzowl)
2. Investing in your customer service experience can lead to a 20% increase in employee morale. (The McKinsey Global Institute)
3. 63% of consumers consider the companies’ onboarding programs when making a purchase. (Wyzowl)
4. Engaged customers are 90% more likely to purchase from you, 60% more, and are worth 3x more than non-customers. (Rosetta).
5. Acquiring a new customer is 5 to 25 times more expensive than keeping an existing one. (Invest)
Customer Onboarding Expectations
6. 70% of consumers say that understanding their use of products and services is important to them. (Salesforce)
7. 66% of consumers believe that companies should value their precious time and that providing good customer service is integral to this. (Forrester).
8. If your website is user-friendly, 74% of people will come back. However, if it’s not user-friendly, 50% of customers will abandon it. (Think With Google).
9. A company’s customer service reputation is important to 68% of customers, who are willing to pay more for good service. (Gladly)
10. 90% of consumers think businesses could do better with how they onboard new clients. (Wyzowl)
Customer Onboarding Best Practices
11. 59% of consumers prefer personalized experiences over speed. (Gladly)
12. 84% of companies that focus on the customer’s experience with their company use mobile technology (Vision Critical)
13. 97% of consumers believe that using videos is a great way to welcome new subscribers and to educate them about your business. (Wyzowl)
14. Businesses that focus on customer experience have 2 times the retention rate, 2 times more repeat customers, and 2X the revenue of other businesses. (Forrester and Adobe).
15. 62% of customers prefer email for communicating with businesses for customer support while 48% prefer to use the telephone, 42% live chat, and 36% “Contact Us” form. (Hubspot)
Customer Onboarding Trends
16. Customers prefer to use a knowledge base more than any other form of self-service CS channel. (Forrester)
17. 74% of consumers will switch to a different brand if they find the process of buying from you difficult. (Salesforce)
18. More than 60% of customers in the US prefer digital customer service tools like websites and apps over phone and email when making simple inquiries. (American Express)
19. 80% of app users delete apps because they can’t figure out how to use them. (Wyzowl)
20. By 2020, 81% of businesses will have an omni-channel platform that can support all channels including mobile, web, and in-store. (Boston Retail Partners)
As user onboarding statistics continue to evolve, it’s important to stay up-to-date with the latest trends. By understanding the top trends of 2022, you can ensure that your organization is providing the best possible experience for new users.