It's important to set client expectations before they start working with your company. This is where client onboarding comes into play!
A client onboarding questionnaire or client onboarding form is a digital survey that you send your new clients to gather all the information you need from them before moving forward on a project.
In this blog post, we will go about the reasons and the list of tips on developing a proper client onboarding questionnaire.
What is a client onboarding questionnaire?
A client onboarding questionnaire is a digital survey that you send your new clients to obtain all the information you require before proceeding with a project.
Their name, contact information, what services they're interested in, their budget for said services, and any other specific inquiries you may have about their company or project are all fair game.
This questionnaire will help set client expectations, define their needs and give both parties an idea of what can be expected during the course of working together.
Why do you need a client onboarding questionnaire?
There are several reasons you should have a client onboarding questionnaire.
First and foremost, it will help to set client expectations before they start working with your company.
This is extremely important, as it will avoid any confusion or miscommunication down the road.
Second, by having a client onboarded questionnaire you can define their needs. This way you are able to provide the client with services that will meet their needs, rather than wasting your time or theirs by offering them something they don't need.
Another reason is that it gives both parties an idea of what can be expected during the course of working together. This eliminates any confusion in regards to who's doing what for whom.
What Not To Include In Your Client Onboarding Questionnaire:
- Don't make it too long. Keep the client onboarding questionnaire to a maximum of ten questions, but aim for five or less.
- The client should not be required to disclose any personal information that they are uncomfortable with sharing, such as their social security number or bank account details.
- You can always update your client onboarding form in the future once you get to know your client better.
- Don't ask the client for feedback on how they think you're doing or what changes need to be made, as this can come across as condescending and unprofessional.
- You want them to feel valued, so it's important not to make assumptions about their preferences without knowing them first hand.
- Avoid asking client's about their future plans, as this can come across as invasive. You do not want to make them feel obligated or uncomfortable talking with you about it.
9 tips for developing a client onboarding questionnaire:
1) Make your client onboarding questionnaire specific to your company and client requirements:
It is crucial to understand this, since failing to do so will result in you not obtaining all of the information you require from your clients.
Questionnaires that are generic in nature will not be successful at gathering the necessary information.
Make sure to ask specific questions relevant to your company and what services you offer.
This will ensure that you're obtaining all the information you need from them.
It will also set client expectations before they start working with you, which is extremely important.
2) Get client input by asking them what they want from your client onboarding questionnaire:
This is extremely important, as it will help you tailor the client on boarding form to fit their needs.
If you fail to do so, it might result in a generic client onboarding questionnaire that won't be tailored towards meeting their expectations or goals.
Asking client what they want from your client onboarding form will help you get an idea of their needs.
It also gives them a sense that their opinion matters to you, which will then motivate them to fill out the client on boarding questionnaire!
Get client input by asking: "What are some things we should include in our client onboarding questionnaire?" or "What are some things that you would like to avoid in our client onboarding form?".
3) Ask the right questions in your client onboarding questionnaire:
This is extremely important, as you want to make sure that you're asking the right questions.
Generic questionnaires will not be successful at gathering all of the necessary information from clients.
Make sure that you ask specific and relevant questions to your company and services offered.
4) Keep your client onboarding questionnaire short and simple:
This is important, as you want to make sure that clients are willing to fill out the form. If it's too long or complicated, they might not be inclined to do so.
Keep in mind that you want them to provide all of the information you need from them, without overwhelming them.
Keep client onboarding questionnaire short and simple: It shouldn't take more than a few minutes to complete, if not less time!
This will give clients the incentive to fill out your client on boarding form without it becoming too lengthy or complicated for either party involved. It also gives you an idea of what's important to them and what's not!
Keep client onboarding questionnaire to the point: You don't want it to take forever or bore your client.
This will help you keep their attention, which is extremely important when asking questions about something they may have little interest in doing so.
It gives them a sense that their opinion matters to you, which will then motivate them to fill out the client on boarding questionnaire!
5) Define client on boarding questionnaire success:
It is important to define what exactly you're looking for when developing a client onboarding form. Once you've done that, it will help determine the questions to ask in your client on boarder questionnaire!
Defining client onboarding questionnaire success means setting clear expectations before sending them off with the questionnaire.
Are you looking for client feedback? Obtaining all of the client's contact information? Gathering what services they're interested in?
Defining client on boarding questionnaire success will help tailor your questionnaire specifically to your needs, ensuring that it is successful at gathering all of the necessary information from clients!
6) Make sure that the client on boarding questionnaire is mobile friendly:
This is critical since you want to ensure that clients may fill out the form easily from their phone or tablet.
If it's not mobile-friendly, they could be hesitant to do so, and you'll miss out on some important data!
Maintaining a mobile-friendly questionnaire is critical for client onboarding, since it guarantees that customers can complete the client on boarding form from their phone or tablet.
If your client on boarder isn't mobile optimized, they might be less inclined to do so and you will miss out on some valuable information!
7) Keep client on boarding questionnaire consistent:
It's important that you keep your client onboarding form consistent across all of the different platforms.
If one client fills out the form from their phone and then another client does it at home or at work, there may be inconsistencies in the data!
Keeping the onboarding process consistent across platforms will guarantee that the client border information is uniform, preventing any gaps.
If client onboarding forms aren't uniform, there may be a discrepancy in client feedback and you could miss out on important information!
8) Use client on boarding to your advantage:
Once you've gathered all of the information from clients through your client onboarding questionnaire, use it to your advantage!
Review their answers and look for any trends. This will help in developing a strategy for working with new clients!
Utilize client onboarding data to better understand how to work with client and improve the client on boarding process.
If client onboarding data isn't utilized, it can be a wasted opportunity to better understand client needs and make improvements in client service!
9) Client on boarding is an ongoing process:
Client on boarding is not a one-time event, it's an ongoing process that should be revisited often!
Clients may change over time and their needs will evolve. Make sure to revisit your client onboarding questionnaire every so often to ensure that you're collecting the most relevant data!
Client onboarding questionnaire is an important part of the client on boarding process.
By following these tips, you can develop a questionnaire that will help gather all the necessary information from your clients!
Make sure to keep these tips in mind when developing your client on boarding questionnaire and remember that client onboarding is an ongoing process that should be revisited often!
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