Stop flying blind with your customer onboarding. Here's exactly how to set up a HubSpot dashboard that shows you metrics that actually matter for making your onboarding program work.
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Before we dive into the fancy reports, let's talk about what's feeding your dashboard. You need two main things:
Set up your pipeline stages to match how customers actually move through onboarding.
Here are some example stages for some inspiration:
If you're using Arrows, we're syncing over 50 different data points into HubSpot. Everything from target dates to overdue tasks – basically anything you'd want to know about how your onboarding is actually going.
The report pulls data directly from Arrows and categorizes each onboarding into three buckets:
This kind of month-over-month view helps us spot trends and adjust our strategy when needed.
👉 View the step-by-step instructions to create this report: Onboarding by Status & Start Month: Track Your Onboarding Plan Success in HubSpot
We use a HubSpot workflow to track three health statuses:
The magic happens when we map these against our pipeline stages (🎬 New onboarding, ⚙️ Account setup, 📚 Training, etc.).
For example, right now in our go-live stage, we've got four customers crushing it and one that's stuck. The best part? You can click right into the report to see exactly which customer needs attention and jump in to help.Spot someone stuck in "Go Live"? Now you know exactly where to focus your attention.
👉 View the step-by-step instructions to create this report: Track Onboarding Health in HubSpot and Stay Ahead of At-Risk Customers
Let's be real – things get delayed. This report shows you:
👉 View the step-by-step instructions to create this report: Stay on Top of Customers with Overdue Onboarding Tasks in HubSpot
Here's what I consider our #1 metric: average days to onboarding completion.
This is a must-have HubSpot report for your onboarding program. Right now we're at 19.6 days, which is great since our goal is to stay under 20 days. If we go beyond that, we hit the yellow zone, and if we get much further out, we move into orange and red zones. It gives us a quick visual of how we're pacing against our target.
💡 You should set your goal as this can vary widely by business and customer lifecycle.
👉 View the step-by-step instructions to create this report: Average Days to Onboarding Completion: Track and Improve Your Onboarding Efficiency in HubSpot
At Arrows, we talk a lot about early momentum in onboarding.
We often see customers drop off between sales and onboarding - they're really excited during the sales process, but then it becomes hard to get them going in the actual onboarding process. That's why completing those first few tasks in their onboarding plan is critical, especially scheduling that kickoff call.
Here in HubSpot, you can track how many days it takes customers to schedule their kickoff call, and monitor this metric month over month to make sure you're improving.
👉 View the step-by-step instructions to create this report: Track Time to Onboarding Kickoff: Measure Speed and Momentum Post-Sale
Reviewing the days to onboarding plan completion over time, this ties back to our earlier report (#4), where as an example, we aim for an average completion time of under 20 days. Here, you can track your month-over-month performance.
👉 View the step-by-step instructions to create this report: Measure Average Onboarding Completion Over Time Inside HubSpot
The last two reports focus on onboarding rep performance and workload.
Looking at onboarding tickets closed by rep this year - here's my data as an example: I've onboarded 12 customers, with 10 completions and 2 failed. This shows which reps are handling the most customers and how successful they are with their onboardings.
👉 View the step-by-step instructions to create this report: Onboarding Tickets Closed by Rep: Measure Team Performance at a Glance in HubSpot
We also track onboarding by status and rep, which shows ticket statuses in your pipeline and who's managing in-flight plans.
Looking at our go-live status for example, Shareil is managing three customers and Daniel has two. This lets you see the total number of customers in each pipeline stage and which reps are handling them.
👉 View the step-by-step instructions to create this report: Onboarding by Status and Rep: Monitor In-Flight Plans and Team Workload in HubSpot
Got your basic dashboard running? Awesome. Now think about:
Remember: it's about having the data you need to make your onboarding program actually work.
