You've just signed a new client, and the next step is to gather essential information through an onboarding survey. But sending a generic “please fill this out” email often results in low response rates or incomplete data. Asking a client to complete an onboarding survey requires a careful balance of clarity, value, and respect for their time. The way you frame the request can determine whether the survey gets done promptly or gets buried in their inbox. A well-crafted email not only increases completion rates but also sets a positive tone for the entire client relationship. This guide provides a step-by-step approach, practical templates, and expert advice to help you ask for an onboarding survey politely and effectively.
What Are the Most Common Mistakes in Onboarding Survey Requests?
Even a well-intentioned request can fall flat if you're not careful. Avoid these pitfalls to keep your email professional, engaging, and likely to get a response.
- Being too generic: "Please fill out our onboarding survey" is dry and uninspiring. Clients need to know why their input matters and how it will benefit them.
- Not explaining the purpose: Without a clear reason, clients may see the survey as busywork. Explain that it helps you tailor your services to their specific needs.
- Asking for too much information upfront: A lengthy survey can be daunting. Keep it brief and relevant, and mention the estimated completion time.
- Failing to provide a deadline: Without a timeline, the survey may be deprioritized. Include a reasonable deadline to encourage timely completion.
- Not offering support: If the client has questions about the survey, they need to know who to contact. Always include a point of contact.
When Is the Best Time to Send an Onboarding Survey Request?
Timing can significantly affect the response rate. The ideal moment is shortly after the client signs the contract or completes the initial kickoff meeting—when the excitement is fresh and their needs are top of mind. Sending it too early (before they've had any interaction with your team) may lead to vague answers; sending it too late can delay your ability to serve them effectively.
Consider sending the request within 24–48 hours of the kickoff call. If the survey is part of a multi-step onboarding process, you can send it after the initial welcome email. Mid-week, mid-morning (Tuesday or Wednesday, 10–11 AM) is generally best for open rates. Avoid Friday afternoons or holiday periods.
Why Does the Tone of Your Survey Request Matter?
Your tone sets the stage for the entire client relationship. A warm, appreciative tone makes the client feel valued and respected. It also frames the survey as a collaborative tool rather than a bureaucratic requirement. Compare these two approaches:
- Option A (Cold): "Please complete the attached onboarding survey at your earliest convenience."
- Option B (Warm): "To make sure we hit the ground running, we'd love to learn more about your goals. Could you please take 5 minutes to complete this short survey? Your insights will directly shape our approach."
Option B is far more effective because it explains the "why" and shows that you value the client's input. The right tone—collaborative, helpful, and grateful—can significantly boost completion rates.
Professional Email Templates for Every Client Relationship
Below are three distinct templates—each suited for different client types and levels of formality. All include subject line options and placeholders for easy personalization.
Template 1: Warm & Appreciative (Best for Most Clients)
Subject Line Options:
- Welcome! Please Complete Your Onboarding Survey
- Let's Get Started – Your Onboarding Survey
- We'd Love Your Input: Onboarding Survey
Dear [Client Name],
Welcome to [Your Company]! We're excited to partner with you on [Project/Service Name] and are committed to making this collaboration a success.
To help us tailor our approach to your specific needs, we've prepared a brief onboarding survey. It will take about [X minutes] to complete and covers topics such as your goals, preferred communication style, and key deadlines.
Your responses will guide our team in delivering a personalized experience. You can access the survey here: [Survey Link].
Please complete it by [Date, e.g., within 3 business days]. If you have any questions or need assistance, feel free to reply to this email—I'm here to help.
Thank you for taking the time to share your insights. We're looking forward to working with you!
Best regards,
[Your Full Name]
[Your Title]
[Your Company]
[Your Phone Number]Template 2: Direct & Business-Like (Best for Transactional or Formal Clients)
Subject Line Options:
- Onboarding Survey – Action Required
- Please Complete Your Client Onboarding Survey
- New Client – Onboarding Information
Dear [Client Name],
We appreciate your trust in [Your Company]. As part of our standard onboarding process, we ask new clients to complete a brief survey to ensure we have the necessary information to serve you effectively.
The survey covers your project objectives, communication preferences, and any specific requirements. It should take no more than [X minutes].
Please access the survey here: [Survey Link]. We would appreciate your completion by [Date] to help us stay on schedule.
If you have any questions, please contact [Support Email/Phone]. Thank you for your cooperation.
Sincerely,
[Your Full Name]
[Your Title]
[Your Company]Template 3: Collaborative & Insight-Focused (Best for Consulting or High-Touch Services)
Subject Line Options:
- Let's Build a Strong Foundation – Onboarding Survey
- Your Insights, Our Action: Welcome Survey
- Help Us Serve You Better – Complete Your Survey
Hi [Client Name],
I hope you're as excited as we are about our new partnership! To make sure we're fully aligned with your vision, we've created a short onboarding survey. It's designed to help us understand your priorities, challenges, and expectations.
The survey will take about [X minutes] and covers areas like your business goals, preferred working style, and project milestones. Your honest feedback will directly influence our strategy and approach.
You can find the survey here: [Survey Link]. Please try to complete it by [Date] so we can incorporate your responses into our initial planning.
If anything is unclear, I'm just a reply away. Thank you for being such a collaborative partner—I'm looking forward to our journey together.
Warm regards,
[Your Full Name]
[Your Title]
[Your Company]Checklist & Best Practices for a High-Completion Survey Request
Follow these actionable guidelines to maximize your survey completion rate and ensure a smooth onboarding experience.
- Personalize the email: Use the client's name and mention their specific project or goals. Avoid generic "Dear Client."
- Set a clear deadline: A specific date creates urgency. Offer a gentle reminder a few days before the deadline if the survey hasn't been completed.
- Keep it short: Mention the estimated time to complete (e.g., "just 3–5 minutes"). This reduces hesitation.
- Explain the value: Tell the client how their responses will directly benefit them—e.g., "This helps us customize our approach to your needs."
- Offer a point of contact: Include a direct email or phone number for questions. This removes friction.
- Test the survey link: Before sending, verify that the link works and that the survey is optimized for mobile devices.
- Send a reminder: If you don't receive a response by the deadline, send a polite follow-up (see the next section).
Etiquette and Tone Guide for Different Client Scenarios
Your approach should adapt to the client's personality and your existing relationship. Here's a quick guide to help you calibrate your tone.
For a new client you've just signed: Be warm and welcoming. Emphasize that the survey is a collaborative tool to ensure a great start. Use language like "We'd love to learn about your goals" and "Your input will directly shape our approach."
For a client you've worked with before: You can be slightly more direct, but still appreciative. Acknowledge your existing relationship: "Since we've worked together before, you know we value your feedback. Here's a quick survey to help us refine our support for your new project."
For a client who is very busy or has a short attention span: Offer an even shorter alternative: "We can also hop on a 10-minute call instead—just let us know your preference." This shows flexibility and respect for their time.
For a client who seems hesitant: Follow up with a gentle reminder that emphasizes the benefits: "Your answers will help us avoid missteps and accelerate your time to value."
In all cases, end with a forward-looking statement that reinforces the partnership: "We're excited to start working with you!"
What to Do If Your Client Doesn't Complete the Survey
Sometimes, even the best email doesn't get a response. Here's a professional follow-up plan to gently nudge your client without being pushy.
First, wait 2–3 business days after the deadline. Then, send a brief reminder email:
Subject: Quick Reminder – Onboarding Survey
Hi [Client Name],
I'm just checking in on the onboarding survey I sent on [Date]. We're eager to get your insights so we can tailor our approach to your needs.
If you've already completed it, thank you! If not, could you please find a few minutes to fill it out? It should only take [X minutes].
Here's the link again: [Survey Link]. If you have any questions, just reply to this email.
Thanks so much for your time.
Best,
[Your Full Name]If you still don't receive a response after the reminder, consider a phone call. A brief, friendly call can often resolve any concerns or technical issues and get the survey completed.
If the client consistently ignores your survey requests, it may be a sign that they are not fully engaged or that they have other priorities. In that case, you can still proceed with onboarding, but be prepared to gather information through other means (e.g., meetings, emails). Always document your attempts to collect the information.
Frequently Asked Questions
Q: How long should an onboarding survey be?
A: Ideally, 5–10 questions that can be completed in 3–5 minutes. Longer surveys have significantly lower completion rates. Focus on the most critical information you need to begin the engagement.
Q: Should I make the survey mandatory?
A: It's best to frame it as a helpful step rather than a requirement. Use language like "we would appreciate" or "we recommend." If the survey is genuinely necessary for you to start work, you can say "to ensure we meet your expectations, we ask that you complete this survey before we begin."
Q: What if the client doesn't have time to complete the survey?
A: Offer alternatives—a shorter version, a phone interview, or a combination of a brief survey plus a call. Flexibility shows you value their time.
Q: Can I include the survey link in the welcome email?
A: Yes, that's often a good practice. However, if the welcome email is already long, it's better to send a separate, dedicated email focusing solely on the survey to avoid it being overlooked.
Q: How should I handle a client who submits the survey with incomplete or vague answers?
A: Send a polite follow-up email asking for clarification on the key points. For example: "Thank you for completing the survey. I noticed we didn't have a clear answer on [topic]—could you please elaborate? This will help us serve you better."