2018 SaaS User Adoption and Onboarding Benchmarking Report Overview

Earlier this year, we released the User Adoption and Onboarding Benchmarking Survey to find out how top companies are tackling user adoption challenges. Particularly, how are they measuring success, executing initiatives, and maintaining momentum?

The survey was taken by over 450 SaaS leaders in customer success, product, sales, and marketing. These are the key findings.

Download the full 2018 SaaS User Adoption & Onboarding Benchmarking Report.

There is little doubt that user adoption is important to recurring revenue companies. 95% of survey respondents ranked “increasing user adoption” as important, very important, or extremely important to their organization. In fact, 74% said that they spend up to half of their week focused on user adoption efforts.

However, 40% of our survey respondents say they have no formal adoption programs in place. So where is the disconnect between strategy and execution?

Key Findings:

  • Companies want onboarding at scale.
  • Companies struggle to measure user adoption.
  • Companies have little focus on and accountability to user adoption.

Clearly, companies care about user adoption and onboarding efforts. Yet they are overlooking significant gaps in their analytics and strategies, resulting in processes that are not scalable, data-driven and unified.