1. First, tell us about your agency

These first few questions will give us a broad overview of your agency's size and stage. Click next in the bottom right of the screen to start.

1a. What is the size of your team?

1c. Do you have an Operations Manager in place?

The Operations Manager is me or my significant other

I employee a full-time Operations Manager (not me or my significant other)

I have someone who could be trained into an Operations Manager role

I need to hire or identify someone for the Operations Manager role

2. Let's get into your Client Onboarding Process

This next lot of questions covers what you do next when a prospect agrees to buy. Click next to continue.

How well defined is your current client onboarding process?

Our process is mapped out in a visual format like a flowchart

Our process is consistent and well defined and could easily be mapped

Our process isn't well-defined or mapped yet

How was your client onboarding system developed?

Organically, over time as our business has grown

Common sense and trial and error

Specifically designed and implemented using best practices

How are changes to your process managed?

We have a 'submit and approve' system for our team to suggest improvements at any time

We have a review schedule for our process so that it is revisited and improved frequently

The process can change significantly as people come and go from related roles

We don't make many/any changes to our client onboarding process

How well documented are your procedures (SOPs)?

We have step by step instructions for each stage in our process documented in text and/or video/scrheenshots

We have defined tasks for each stage in our process, but they're not documented yet

We haven't documented our client onboarding process yet

Where are your procedures primarily created and stored?

Our procedures are kept in one printed or digital manual/document

Our procedures are separate documents/files stored on a company owned storage drive (physical or cloug)

Our procedures are created and stored in our project management software

Our procedures are created and stored in a systems or process management software

What Project Management Software do you use?

What Process Management Software do you use?

How complete is other supporting documentation for your process? eg templates, policies, guidelines etc

Every stage of our process is supported by relevant documents such as templates, policies and guidelines

We have some supporting documentation, but it could be better

We haven't created any supporting documents for our process yet

Which of the following actions in your client onboarding process uses tech or is automated? (check all that apply)

Creating and/or issuing an invoice or recurring payment arrangement

Creating and/or issuing a client services agreement/contract

Requesting/gaining access to client accounts/credentials

Requesting/recording client intake details

Collecting and following up on required client assets

Setting up client accounts and/or communication in a Client Relationship Management system (CRM)

Creating a list of tasks in a Project Management system (PM)

Sending personalised welcome packs and/or gifts

Other

What other actions in your client onboarding process use tech or is automated?

2b. Who is accountable for the outcomes of your client onboarding process and who does the actual work?

Founder/Co-Founder

One team member is accountable and does the work

One team member is accountable, but more than one team member does the work

Client onboarding is outsourced

How do you train your people in your client onboarding process?

We have specific employee onboarding and training in place (purpose, how to, expected outcomes, FAQs) for team members to learn/revisit our process and test their understanding

Our training is "on the job" or taught in person by another team member

Client Onboarding Process Measurement

We can easily track one or multiple KPIs that relate to an overall organisation level key objective or metric

We track a few metrics, but it's a chore (manual collection)

We are not tracking and measuring our client onboarding process yet

Let's talk about performance

The next lot of questions is focused more on the performance of your client onboard system. Click next in the bottom right of your screen to continue.

Which of the following describe how you manage client communication (check all that apply)

Records of communication that is easily accessible by all who need it

Automated reminders to follow up and/or touch base

Templates for frequently sent responses, emails, messages etc

A client portal where the client can see project progress and tasks

A shared communication channel with the client eg Slack

Other

How else do you manage client communication?

Client Onboarding Operational Issues

Frequent employee frustration and dissatisfaction

Frequent client frustration and dissatisfaction

Higher than preferred employee turnover

Higher than preferred client churn