Onboarding Follow-Up Testimonial

A follow-up email sent after successful onboarding that captures early impressions and testimonials about the setup experience, support quality, and initial value.

Suggested Subject Line

How's it going so far, {customer_name}?

Template

onboarding-follow-up.txt

Hi {customer_name},

You've been using {product/service} for {time_period} now, and I wanted to check in.

How's everything going? More specifically:

- Was the setup process smooth?
- Have you found what you were looking for?
- Is there anything our team could help with?

If things are going well (fingers crossed!), would you mind sharing your early impressions? Your feedback on the onboarding experience helps us improve AND helps new {customers/users} know what to expect.

→ Share your experience: {testimonial_link}

And if things aren't going well, I want to know that too. Just reply to this email and I'll personally make sure we sort it out.

Here to help,
{your_name}
{your_title}
{company_name}

Tips for Using This Template

Send this 7-14 days after sign-up, once the customer has had enough time to form an opinion but is still in the 'new and excited' phase.

Offering to personally help if things aren't going well serves dual purpose: it's genuine customer care AND it prevents unhappy customers from leaving negative public reviews.

Onboarding testimonials are uniquely valuable for reducing sign-up anxiety. Prospects want to know 'Is this easy to get started with?'

Consider A/B testing the timing: some products benefit from a 3-day check-in, others need 2+ weeks.

When to Use This Template

Send 7-14 days after a new customer's onboarding is complete. This timing captures early enthusiasm while the setup experience is still fresh. Works especially well for products with guided onboarding, dedicated support during setup, or complex implementations.

Frequently Asked Questions

Isn't it too early to ask for testimonials during onboarding?

Not at all. Onboarding testimonials serve a different purpose than long-term testimonials. They answer the question 'Is this easy to get started with?' which is critical for converting prospects who are worried about switching costs or learning curves. Both early and mature testimonials are valuable.

What if the customer had a rough onboarding experience?

That's exactly why you ask the open-ended question first and offer personal help. If they respond with issues, shift to support mode immediately. Resolving onboarding problems quickly often creates loyal customers who later provide some of your strongest testimonials about your support quality.

Should I ask for onboarding AND long-term testimonials from the same customer?

Yes, but space them out. An onboarding testimonial at week 2 and a results-focused testimonial at month 3-6 serve completely different purposes and are both valuable. Just don't overwhelm customers with constant requests.