Modern client onboarding teams have a lot on their plate. While managing increased client volumes and heightened expectations, they’re also contending with a landscape that involves more compliance protocols and integrations. Having to balance all these elements only intensifies the workload for your already tied up onboarding workforce.
As a client onboarding manager, you want to keep a pulse on the health of your client onboarding workforce — and if you don’t ask the right questions, your business can suffer. Through an employee engagement questionnaire, you can assess if your workforce is overwhelmed, struggling to meet demands, and becoming dissatisfied in their role. From their answers, you can identify ways to support a healthier and more engaged workforce, which ultimately feeds into greater client satisfaction and retention.
Wondering what questions to include in your employee engagement questionnaire? Here are six we recommend.
1. How would you describe your current workload?
Client onboarding representatives can juggle a number of onboarding projects at a given time — and sometimes that number may be more than their managers expect. This question offers insights into actual workloads, and whether or not it is manageable. If a manager finds that workloads are consistently high, it can indicate the need for improved resource allocation.
2. What challenges do you face in the client onboarding process?
This question encourages employees to express concerns about the current onboarding workflow that makes their job harder. As an example, they may report coordination issues during the sales-to-implementation handoff. This could prompt managers to revisit this step in the process to ensure that onboarding teams get all the information they need from sales and that the process is well-documented.
3. What resources or support would allow you to better navigate the complexities of client onboarding?
To effectively perform their roles, especially in today’s landscape, client onboarding teams tend to need a deeper support system. This can come in the form of tools that help teams be more productive or additional training on the latest regulatory updates — or perhaps a combination of the two. By asking this question on an employee engagement questionnaire, you can get a better sense of where to make investments. Giving your onboarding workforce support where they need it most helps reduce stress and improve overall job satisfaction.
4. How would you characterize internal and external communication and collaboration during the onboarding process?
In a complex process like client onboarding, good communication and collaboration between both internal teams and clients are critical. If there’s a breakdown in the coordination of onboarding tasks, it can lead to bottlenecks and delays that not only negatively impact the client experience but also create frustration and stress for your onboarding team. Raising this question allows leaders to uncover points of friction and intervene to promote a more efficient workflow. At the same time, it also helps managers understand where their strengths are so they can reinforce positive practices.
5. How do you feel about the level of recognition and feedback you receive for your contributions to successful client onboarding?
Research shows that four out of five employees (81%) are motivated to work harder when their boss shows appreciation for their work. If a client onboarding rep exceeds monthly targets for completed client onboarding processes or gets positive feedback from a client, it’s important that managers stop to recognize that in an authentic way. If employees express dissatisfaction with the recognition or feedback they receive, you can address any gaps as well as identify what forms of acknowledgment resonate most with your team. Maybe it’s acknowledgements in team meetings, peer recognition via a platform, or opportunities for professional development.
6. What aspects of your role do you find most rewarding?
While an employee engagement questionnaire can help you identify stressors in the client onboarding process, it also helps you pinpoint areas of fulfillment for your onboarding team. For example, a client onboarding rep might highlight the enjoyment they get from helping clients solve complex challenges — whether that’s navigating industry-specific regulations or integrating complex systems. As a client onboarding manager, you can use this information to align growth opportunities with what employees find fulfilling.
A Catalyst for Exploring Innovative Client Onboarding Solutions
The answers from an employee engagement questionnaire can point to the need for tech investments. Acknowledging the complex and demanding nature of client onboarding, Setuply strives to simplify the process. Our client onboarding automation platform reduces the manual workload for client onboarding reps, allowing them to work more efficiently and focus more of their time on the strategic and rewarding aspects of the job. While mitigating the risk burnout, it also positions your onboarding workforce to deliver a better experience to your clients.
Your journey to better onboarding starts here. Request a Setuply demo!