28 Customer Onboarding Stats to Know in 2023

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Clint Fontanella
Clint Fontanella

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Whether or not your company currently offers a customer onboarding program, it's never too late to refresh or adopt one. However, it's important to stay on top of the latest customer onboarding stats to understand how these strategies are changing over time.

new customer meeting with customer onboarding specialist

While it's challenging enough to convert leads into customers, the last thing you want is for your hard-earned conversion to be lost because new users can't figure out how to operate your product.

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That's why we curated the list below of customer onboarding stats you can use to learn more about these programs as well as why they're important to your organization.

Table of Contents

28 Customer Onboarding Stats to Know in 2023

The State of Customer Onboarding

customer onboarding stats, percent of respondents who agree with the following statements regarding customer expectations and behaviors

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  1. The average onboarding process for a new corporate client can take up to 100 days. (McKinsey & Company)

  2. 74% of enterprise organizations have a dedicated customer onboarding team. (Precursive)

  3. Only 13% of SMBs use a customer success software, and 54% are most likely to charge for onboarding. (Precursive)

  4. 88% of service leaders agree that customers have higher expectations than they did in previous years. (HubSpot)

The Value of Customer Onboarding

customer onboarding stats, reported self-service improvement and technology investments for customer care

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  1. 82% of enterprise organizations rate their onboarding strategy as a key driver of value. (Precursive)

  2. 55% of people say they've returned a product because they didn't understand how to use it. (Wyzowl)

  3. Organizations plan to increase digital interactions 1.5x by 2024. (McKinsey & Company)

  4. 63% of customers consider the company's onboarding program when making a purchasing decision. (Wyzowl)

  5. 70% of consumers make a purchase decision based on the quality of customer service they receive. (Zendesk)

  6. Acquiring new customers is between 5 and 25 times more expensive than retaining existing ones. (Invesp)

Customer Onboarding Expectations

Over 90% of customers think that companies could do better when it comes to onboarding new customers, according to Wyzowl.

  1. 70% of customers say understanding how they use products and services is very important to winning their business. (Salesforce)

  2. 66% of adults believe valuing their time is the most important thing a company can do to provide a good online customer experience. (Forrester)

  3. 74% of people will revisit your website if it's user-friendly. (Think With Google)

  4. Meanwhile, 50% of customers will stop visiting it if it's not. (Think With Google)

  5. During the digital onboarding process, the average amount of time after which customers abandon their application is 14 minutes and 20 seconds. (Visa)

  6. If the digital onboarding process takes longer than 20 minutes, 70% of customers completely abandoned their attempt to open an account. (Visa)

  7. 90% of consumers say they are willing to spend more with companies that personalize the customer service experience. (Zendesk)

  8. Over 90% of customers think that companies could do better when it comes to onboarding new customers. (Wyzowl)

Customer Onboarding Best Practices

customer onboarding stats, video is the onboarding tool of choice

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  1. 84% of CIOs focus on the mobile customer experience. (Alida)

  2. 97% of people believe video is an effective tool to welcome and educate new customers. (Wyzowl)

  3. In fact, Wyzowl found that 74% of people have watched a video to understand how to use a new app or website. (Wyzowl)

  4. Of Wyzowl respondents, 65% of say video is their favorite way to get to know how to use a product or service. (Wyzowl)

  5. Experience-driven businesses see almost two times higher annual growth in customer retention, repeat purchase rates, and customer lifetime value than other organizations. (Forrester and Adobe)

Customer Onboarding Trends

customer onboarding stats, digital adoption by industry

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  1. 75% of people who began using digital tools during the pandemic for the first time will continue to use them. (McKinsey & Company)

  2. 76% of customers expect consistent interactions across departments. (Salesforce)

  3. More than 60% of US consumers say digital tools like websites, mobile apps, and live chat are their go-to channels for simple inquiries. (American Express)

  4. 80% of people have deleted an app because they didn't know how to use it. (Wyzowl)

  5. 90% of customers expect a seamless omnichannel experience from brands. (Retail Touchpoints)

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