metric_category: visibility

claim: CS leaders lacking real-time visibility into customer onboarding progress

source_title: OnRamp

methodology: Public source claim captured May 2026; see source URL for methodology and caveats.

caveat: Vendor-published survey; relevant but not neutral audited research.


claim: Leaders who do not know where customers stand in onboarding at any given time

figure: 1 in 3


claim: Customers expecting a consistent experience across all touchpoints


claim: Teams using real-time tracking that reported increased customer engagement


metric_category: revenue

claim: Leaders saying onboarding friction directly impacts revenue realization


claim: Companies reducing onboarding investment that saw churn increase within six months


metric_category: ownership

claim: Onboarding teams reporting into CRO or Revenue Operations


claim: Companies with dedicated onboarding functions


metric_category: automation

claim: SaaS companies actively investing in onboarding automation


claim: Companies still using four to six tools for customer onboarding


claim: SMBs using a purpose-built onboarding solution


metric_category: ai

claim: CS leaders expecting AI to handle half of onboarding tasks by 2027


claim: Best-in-class post-sale time to first value

figure: Under 14 days


metric_category: completion

claim: Best-in-class onboarding completion rate

figure: Above 80%


metric_category: satisfaction

claim: Best-in-class post-onboarding CSAT

figure: 4.5 out of 5 or higher


claim: Qualia go-live time reduction after structured onboarding

methodology: Gated vendor case-study claim captured May 2026; see source URL for methodology and caveats.

caveat: Gated vendor case study; treat as directional and do not mix with neutral benchmarks.


claim: Flosum onboarding time reduction after structured onboarding


claim: AGS Health onboarding time reduction


claim: Leaders saying AI reduced onboarding friction

source_title: OnRamp AI report


claim: Leaders saying AI improved customer-facing communication


claim: Leaders reporting improved customer satisfaction scores from AI onboarding


claim: Leaders saying AI scales onboarding without adding headcount


claim: Teams deploying AI across all customer segments


claim: Teams embedding AI end to end across onboarding workflows


claim: Leaders rating AI onboarding maturity as advanced


claim: Teams using AI to surface next steps for customers


claim: Teams saying AI-generated next steps are truly actionable


claim: Teams describing their AI as mostly reactive instead of predictive


claim: Teams saying AI insights from onboarding feed broader CS strategy


claim: Teams reporting inconsistent AI usage across the post-sale journey


metric_category: performance

claim: Teams that consistently hit onboarding goals


metric_category: retention

claim: Leaders saying AI improves customer retention


claim: Leaders saying AI improves net revenue retention


claim: Leaders saying AI reduces early-stage churn


metric_category: measurement

claim: Teams with metrics proving AI onboarding impact


metric_category: activation

claim: Median SaaS trial activation rate

caveat: Vendor-published benchmark; use as directional.


claim: Top-quartile SaaS trial activation rate


claim: Elite SaaS trial activation rate


claim: Median SaaS trial time to first value

figure: 22 minutes


claim: Top-quartile SaaS trial time to first value

figure: 8 to 12 minutes


claim: Median day-1 SaaS trial activation


claim: Top-quartile day-1 SaaS trial activation


claim: SaaS trial-to-paid conversions peak around day 7

figure: Week 1 / day 7

source_title: ChartMogul


claim: B2B 7-day trial conversion example


claim: B2C 7-day trial conversion example


claim: Products using free trial as primary entry point


claim: Products using freemium as primary entry point


claim: Products using a 14-day trial


claim: SaaS tools offering a free trial in Userpilot review

source_title: Userpilot

caveat: Older onboarding-flow review; use for structural context.


claim: SaaS tools offering a free account in Userpilot review


claim: Demo-only SaaS tools in Userpilot review


claim: CS professionals naming value realization as the most effort-heavy lifecycle stage

source_title: ZapScale


claim: CS professionals naming onboarding as the top 2024 investment program


claim: CS professionals planning self-service resource investment for 2025


claim: CS professionals planning onboarding investment for 2025