GITNUXREPORT 2025

Customer Onboarding Statistics

Streamlined, personalized onboarding significantly boosts retention and customer satisfaction.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

67% of businesses plan to increase their onboarding budget in the next year

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Companies with a streamlined onboarding process see 50% higher customer retention

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70% of customer churn occurs within the first 90 days

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65% of businesses see improved customer retention after implementing onboarding automation

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Businesses that optimize onboarding experience are twice as likely to retain customers

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Customers who go through a smooth onboarding process are 2.5 times more likely to be retained

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Companies that provide onboarding through multiple channels see a 25% increase in customer retention

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Customer onboarding is a key factor in reducing churn by 15%

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Long onboarding times correlate with higher dropout rates, with 25% of users leaving after 10 minutes

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46% of companies lack a formal onboarding process

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Customers who experience onboarding delays are 35% more likely to churn

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79% of customers expect brands to understand their needs

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59% of customers prefer onboarding via mobile devices

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41% of customers prefer onboarding that includes live support

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69% of B2B customers appreciate onboarding that includes dedicated support

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54% of customers access onboarding materials via smartphones

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61% of customers expect onboarding to be simple and fast

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85% of consumers feel onboarding is critical to their overall experience

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64% of customers prefer automated onboarding emails rather than manual ones

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58% of customers say they want onboarding to include interactive elements

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60% of customers abandon onboarding processes if they are too complicated

Statistic 22

80% of customers are more likely to do business with a company that offers personalized onboarding

Statistic 23

52% of customers say quick onboarding influences their loyalty

Statistic 24

48% of customers switch brands due to poor onboarding experience

Statistic 25

Automated onboarding reduces onboarding time by 30-50%

Statistic 26

74% of customers expect a seamless onboarding process across all channels

Statistic 27

90% of consumers expect a consistent experience during onboarding

Statistic 28

Well-designed onboarding can boost customer lifetime value by up to 20%

Statistic 29

65% of onboarding failures are due to lack of clarity

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88% of customers believe brands need to improve their onboarding experience

Statistic 31

Customers spend an average of 8 seconds deciding whether to stay or leave during onboarding

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77% of users say onboarding is the most important element of their customer experience

Statistic 33

Personalization in onboarding leads to a 27% higher customer retention rate

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40% of customers have abandoned onboarding due to lack of guidance

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The average onboarding process takes 12 days, but best practices suggest less than 7 days

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55% of customers want onboarding content tailored to their specific needs

Statistic 37

Onboarding emails with personalized content improve click-through rates by 50%

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39% of onboarding experiences lack personalization

Statistic 39

Gamified onboarding increases engagement rates by 30%

Statistic 40

78% of companies track onboarding success through customer feedback surveys

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Customers who engage with onboarding content via video are 2.8 times more likely to convert

Statistic 42

58% of onboarding programs include some form of training

Statistic 43

Companies that leverage data for onboarding personalization see a 15% increase in retention

Statistic 44

70% of onboarding failures are due to poor communication

Statistic 45

Customers who experience a clear onboarding process are 33% more likely to upgrade services

Statistic 46

45% of onboarding content is delivered via email

Statistic 47

On average, customer onboarding involves 4-6 touchpoints

Statistic 48

Customers who participate in onboarding training programs are 8 times more likely to achieve their desired outcomes

Statistic 49

Companies investing in onboarding automation see a 20% decrease in onboarding costs

Statistic 50

83% of new users say onboarding influences their decision to stay or leave

Statistic 51

79% of companies see higher engagement rates with onboarding videos

Statistic 52

63% of organizations use customer onboarding analytics to improve process efficiency

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45% of onboarding sessions include at least some gamification elements

Statistic 54

86% of buyers are willing to pay more for better customer experience

Statistic 55

Personalized onboarding increases customer satisfaction by 20%

Statistic 56

Only 23% of companies feel their onboarding process is effective

Statistic 57

62% of companies use automation to improve their onboarding process

Statistic 58

Companies with automated onboarding see 10% higher customer satisfaction scores

Statistic 59

87% of new customers say that personalized onboarding makes them more loyal

Statistic 60

62% of customers are more likely to buy again if onboarding was positive

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85% of consumers are willing to recommend a brand after a good onboarding experience

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50% of ineffective onboarding processes lead to customer dissatisfaction

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Effective onboarding reduces customer complaints by 25%

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75% of customers say they are more loyal after a positive onboarding experience

Statistic 65

72% of customers report feeling more valued after a personalized onboarding experience

Statistic 66

73% of companies believe onboarding is a key driver of customer satisfaction

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65% of new customers say onboarding experience impacts their likelihood to recommend

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Key Highlights

60% of customers abandon onboarding processes if they are too complicated
Companies with a streamlined onboarding process see 50% higher customer retention
86% of buyers are willing to pay more for better customer experience
Personalized onboarding increases customer satisfaction by 20%
70% of customer churn occurs within the first 90 days
80% of customers are more likely to do business with a company that offers personalized onboarding
65% of businesses see improved customer retention after implementing onboarding automation
Businesses that optimize onboarding experience are twice as likely to retain customers
79% of customers expect brands to understand their needs
52% of customers say quick onboarding influences their loyalty
Customers who go through a smooth onboarding process are 2.5 times more likely to be retained
48% of customers switch brands due to poor onboarding experience
Automated onboarding reduces onboarding time by 30-50%

Did you know that a seamless, personalized onboarding experience can boost customer retention by up to 50%, yet 77% of users still consider onboarding the most crucial part of their customer journey?

Business Strategies and Planning

67% of businesses plan to increase their onboarding budget in the next year

Business Strategies and Planning Interpretation

With nearly two-thirds of companies gearing up to invest more in onboarding, it's clear that businesses now see a strong link between effective onboarding and long-term success—not just a cost, but an investment in future growth.

Churn and Retention Metrics

Companies with a streamlined onboarding process see 50% higher customer retention
70% of customer churn occurs within the first 90 days
65% of businesses see improved customer retention after implementing onboarding automation
Businesses that optimize onboarding experience are twice as likely to retain customers
Customers who go through a smooth onboarding process are 2.5 times more likely to be retained
Companies that provide onboarding through multiple channels see a 25% increase in customer retention
Customer onboarding is a key factor in reducing churn by 15%
Long onboarding times correlate with higher dropout rates, with 25% of users leaving after 10 minutes
46% of companies lack a formal onboarding process
Customers who experience onboarding delays are 35% more likely to churn

Churn and Retention Metrics Interpretation

In the race to keep customers, a swift and seamless onboarding process isn't just a onboarding luxury—it's the secret weapon, with delays and disorganization doubling the odds of losing clients within the first critical months.

Customer Experience Preferences

79% of customers expect brands to understand their needs
59% of customers prefer onboarding via mobile devices
41% of customers prefer onboarding that includes live support
69% of B2B customers appreciate onboarding that includes dedicated support
54% of customers access onboarding materials via smartphones
61% of customers expect onboarding to be simple and fast
85% of consumers feel onboarding is critical to their overall experience
64% of customers prefer automated onboarding emails rather than manual ones
58% of customers say they want onboarding to include interactive elements

Customer Experience Preferences Interpretation

In an era where 85% of consumers see onboarding as pivotal to their experience, brands must recognize that delivering swift, personalized, and interactive mobile onboarding—with dedicated support and automated communication— isn’t just a nicety but a necessity for staying ahead in customer satisfaction.

Customer Onboarding and Engagement

60% of customers abandon onboarding processes if they are too complicated
80% of customers are more likely to do business with a company that offers personalized onboarding
52% of customers say quick onboarding influences their loyalty
48% of customers switch brands due to poor onboarding experience
Automated onboarding reduces onboarding time by 30-50%
74% of customers expect a seamless onboarding process across all channels
90% of consumers expect a consistent experience during onboarding
Well-designed onboarding can boost customer lifetime value by up to 20%
65% of onboarding failures are due to lack of clarity
88% of customers believe brands need to improve their onboarding experience
Customers spend an average of 8 seconds deciding whether to stay or leave during onboarding
77% of users say onboarding is the most important element of their customer experience
Personalization in onboarding leads to a 27% higher customer retention rate
40% of customers have abandoned onboarding due to lack of guidance
The average onboarding process takes 12 days, but best practices suggest less than 7 days
55% of customers want onboarding content tailored to their specific needs
Onboarding emails with personalized content improve click-through rates by 50%
39% of onboarding experiences lack personalization
Gamified onboarding increases engagement rates by 30%
78% of companies track onboarding success through customer feedback surveys
Customers who engage with onboarding content via video are 2.8 times more likely to convert
58% of onboarding programs include some form of training
Companies that leverage data for onboarding personalization see a 15% increase in retention
70% of onboarding failures are due to poor communication
Customers who experience a clear onboarding process are 33% more likely to upgrade services
45% of onboarding content is delivered via email
On average, customer onboarding involves 4-6 touchpoints
Customers who participate in onboarding training programs are 8 times more likely to achieve their desired outcomes
Companies investing in onboarding automation see a 20% decrease in onboarding costs
83% of new users say onboarding influences their decision to stay or leave
79% of companies see higher engagement rates with onboarding videos
63% of organizations use customer onboarding analytics to improve process efficiency
45% of onboarding sessions include at least some gamification elements

Customer Onboarding and Engagement Interpretation

Effective onboarding is the secret sauce of customer retention, as demonstrated by the stark reality that while complicated processes and poor communication drive 52% and 70% of failures respectively, personalized, seamless, and well-designed onboarding—preferably automated, gamified, and enriched with analytics—can boost loyalty by up to 20%, increase conversion rates by nearly threefold, and ensure customers decide within eight seconds that they’re in it for the long haul—making your onboarding not just a process, but the first lesson in a lasting customer relationship.

Customer Satisfaction and Willingness to Pay

86% of buyers are willing to pay more for better customer experience
Personalized onboarding increases customer satisfaction by 20%
Only 23% of companies feel their onboarding process is effective
62% of companies use automation to improve their onboarding process
Companies with automated onboarding see 10% higher customer satisfaction scores
87% of new customers say that personalized onboarding makes them more loyal
62% of customers are more likely to buy again if onboarding was positive
85% of consumers are willing to recommend a brand after a good onboarding experience
50% of ineffective onboarding processes lead to customer dissatisfaction
Effective onboarding reduces customer complaints by 25%
75% of customers say they are more loyal after a positive onboarding experience
72% of customers report feeling more valued after a personalized onboarding experience
73% of companies believe onboarding is a key driver of customer satisfaction
65% of new customers say onboarding experience impacts their likelihood to recommend

Customer Satisfaction and Willingness to Pay Interpretation

While the majority of companies recognize onboarding as the secret sauce for customer loyalty and satisfaction, alarmingly only a quarter feel their process is effective, highlighting a lucrative opportunity for those willing to personalize and automate their way to higher profits and lasting relationships.