Customer
Onboarding Time
Onboarding Time measures the duration required to effectively integrate a new customer or employee into a system, process, or organization. For businesses, particularly in the software sector, it indicates the time taken for a new customer to become fully operational with the product.
HOW TO MEASURE
Onboarding Time is calculated from the moment a customer or employee starts the onboarding process until they reach a predefined level of proficiency or operational capability.
HOW TO IMPROVE
Streamline Processes: Simplify the onboarding process to reduce steps and complexity.
Enhanced Training Materials: Provide clear, comprehensive, and accessible training resources.
Automate Tasks: Use automation to speed up routine tasks and free up time for more personalized support.
Regular Feedback: Incorporate feedback mechanisms to identify bottlenecks and areas for improvement.
FORMULA
Onboarding Time is typically measured in days or weeks. The specific measurement depends on the predefined milestones that define when a person or customer is considered fully onboarded.
EXAMPLE
A SaaS company has an average onboarding process that takes two weeks for new customers to complete setup, training, and begin using the main features of the software effectively. This period includes several training sessions and initial support interactions.
DEPARTMENT USAGE
Customer Success: To ensure customers achieve desired outcomes quickly and have a positive initial experience.
Sales: To set realistic expectations for customers during the sales process.
Product Management: To refine the product design based on how intuitively new users can start benefiting from the product.
Human Resources: For tracking the integration of new employees into the company.
View the collection of Metrics Workshops.