Customer Onboarding Process Audit From the Customer's Side
Walk through your onboarding as the customer sees it.
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Audit my onboarding experience. The steps a new customer goes through from payment to first result, with the messages they receive and the time between steps: [ONBOARDING_STEPS]. Customer questions and complaints in the first month: [EARLY_QUESTIONS]. For each step note what the customer needs to know, what they actually receive, how long they wait, and what could confuse them. Make a table with Step, Customer need, What happens, Gap, and Fix. Calculate the time from payment to first result with the arithmetic. Count the number of messages and the number of actions the customer must take. Propose a simplified path of no more than five steps, rewritten welcome messages of under 100 words, and a check-in at day 7 with two questions. Base the audit only on my description and label any assumption you make. Add a worked timeline: payment on day 0, welcome email at day 0, questionnaire request day 2, first call day 6, first deliverable day 14; flag the 6-day wait before a human contact and the two messages that ask for the same information. Propose a day-1 call or a short video, a single combined form, and a 7-day milestone, then calculate the target time from payment to first result as 10 days against 14 now, a 29 percent reduction (4 divided by 14).
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