In 2023, customer onboarding is more.
More high-touch, more smooth, more important than a lot of other things you are relying on to escalate your customer experience.
Interactive onboarding is in; customer demos are out. Don’t act like we didn’t see it coming; it was not scalable. At all.
You didn’t see it coming? Well, you’re right where you’re supposed to be.
Let’s talk about the most significant customer onboarding statistics and trends to look out for in 2023.
We’re looking at the top 5 most significant customer onboarding and onboarding experience stats on:
- Statistics on the Importance of Customer Onboarding,
- In-Product Customer Onboarding Statistics,
- Customer Onboarding Success Statistics,
- Customer Onboarding Failure Statistics,
- Customer Onboarding Retention Statistics,
- Customer Onboarding Expectations Statistics
So without further ado, let’s take a look at what these stats say about customer satisfaction, long-term retention rates, how to make a loyal customer out of a detractor, and customer strategies.
30 Customer Onboarding Statistics and Trends 2023
The customer onboarding process is a truly comprehensive one. What’s more, it does NOT come to an end.
So long as you can achieve long-term retention, of course.
Such a situation is actually unique in business and thus calls for more careful work from your user onboarding and customer success managers, the customer success teams, and even the product team and the sales team.
Moreover, it might look like successful customer onboarding is complex and has way too many crucial steps, like designing the onboarding phase up to a certain standard, coming up with an effective onboarding program, or even adopting onboarding tools and perfecting experience on mobile devices.
Those are all part of it naturally, but there is one main aim.
Enhancing the customer experience at each point, they interact with your product.
You just do whatever this aim calls for, in the capabilities of your own business, small or enterprise-level.
These stats will help you get the whole picture.
Statistics on the Importance of Customer Onboarding
Creating loyal users from potential users, delivering exceptional onboarding experiences, and increasing your product adoption rate.
It all starts with grasping the importance of a good customer onboarding experience.
1- 63% of customers consider the onboarding period when deciding to subscribe to a service or purchase a product.
2- 87% of customers agree that companies should be putting more effort into delivering a consistent experience. (Source)
3- 77% of B2B clients say that technology has dramatically transformed their company’s expectations of how companies should interact with them. (Source)
4- Highly engaged customers tend to buy 90% more often, spend 60% more per transaction, and have three times the annual value for companies compared to other customers. (Source)
5- If a purchasing process is too hard to complete, 74% of people say they would be more likely to take their business elsewhere. (Source)
In-Product Customer Onboarding Statistics
Customer onboarding might start the moment potential customers interact with your brand, but the in-product phase is also crucial.
Let’s take a look at what makes your feature adoption rate skyrocket.
6- 68% of people are willing to watch a video as long as it’s one minute or less in length. (Source)
7- 80% of users reported that they had uninstalled an app because they didn’t know how to use it. (Source)
8- 86% of customers say that they would be more likely to stay loyal to a business if they knew that they would have access to educational and welcoming onboarding content post-sale. (Source)
10- Poor onboarding is the third most important reason for customers to churn, right after wrong product fit and lack of engagement. (Source)
Customer Onboarding Success Statistics
You might have just got here, but some companies out there are already rocking successful onboarding processes.
You don’t even need a customer success professional with you to see the difference an excellent customer experience can make.
11- 58% of customers say that it is absolutely crucial that they receive a personalized experience when interacting with a brand/company. (Source)
14- 83% of organizations that believe it’s important to make customers happy also report an increase in revenue. (Source)
15- Companies that use customer journey maps and other similar tools report a decrease in the cost of service by around 15-20%. (Source)
Customer Onboarding Failure Statistics
There are failures as much as there is success in onboarding customers.
Don’t worry though, now you know what NOT to do 😎
16- 1 out of 2 customers will take their business to a different brand if their needs aren’t anticipated by a company or if a mobile experience is not easy-to-use. (Source)
17- 89% of consumers that had a bad customer experience with a brand consequently turn to a competitor. (Source)
18- 66% of B2B and 52% of B2C customers made no more purchases after experiencing a bad customer service interaction. (Source)
19- 87% of companies would agree that traditional customer experiences are no longer satisfactory for their customer base. (Source)
20- Only 1 out of 26 dissatisfied customers share their problem with a representative or with the company. The rest churn without bringing up the problem. (Source)
Customer Onboarding Retention Statistics
Long-term customer retention is every company’s dream.
What if I told you that the way to a customer’s heart is through the onboarding process?
21- Increasing customer retention rates by 5% increases profits by up to 25% to 95%. (Source)
22- It costs businesses around 5 to 25 times more to acquire a new customer than to retain an existing one (Source)
23- 80% of consumers would agree that when a company responds immediately when they reach out for help, it influences their loyalty. (Source)
24- 34% of companies are including “customer journey mapping” into their customer service. (Source)
25- Companies that put customer experience in the center of their business plan report almost two times higher annual growth in customer retention, repeat purchase rates, and customer lifetime value compared to other organizations. (Source) (There are many product walkthrough software that can help you achieve this)
Customer Onboarding Expectations Statistics
Take a look at the customer onboarding failure stats above. Not very refreshing, huh?
That’s what happens when you ignore these stats 👇
26- Over 90% of customers feel that the companies they buy from could do better when asked about their approach to onboarding new users/customers. (Source)
27- 64% of consumers expect companies to be in touch with them in real-time, while this number is 80% for B2B clients. (Source)
29- 75% of consumers expect companies to provide a consistent experience wherever it is (social media, website, in-person, mobile) they interact with the product/service and at every point of customer onboarding. (Source)
30- Consumers rank excellent customer service as the number one factor that has a strong effect on their level of trust in an organization. (Source)
Frequently Asked Questions
How do customers feel about a company’s onboarding process?
Most customers find an onboarding process highly valuable. In fact, 86% say educational and welcoming onboarding contact influence customer loyalty.
What’s the relationship between customer onboarding and customer retention?
Good customer onboarding directly affects customer retention as it costs businesses around 5 to 25 times more to acquire a new customer than to retain an existing one. Thus, businesses are required to put more effort into customer onboarding to retain them, which is one of the most successful retention techniques.
How does customer onboarding affect CX?
Customer onboarding has a direct influence on customer experience. 58% of customers say that it is absolutely crucial that they receive a personalized experience when interacting with a company, and this is true for the onboarding phase as well.