Measure Average Onboarding Completion Over Time Inside HubSpot

Reducing time-to-value is a top priority for growing teams. If you’re scaling your customer base without expanding your onboarding team, improving efficiency is crucial. One of the most effective strategies is reducing the average time it takes to complete onboarding.

This report will help you measure and track average onboarding time month-over-month, so you can spot trends, identify areas for improvement, and celebrate efficiency gains.

Here’s how to set it up in HubSpot using Arrows data.

Step 1: Create a Calculated Property for Onboarding Completion Time

Before building the report, we’ll create a calculated property to measure the duration of onboarding for each customer.

1. Go to Settings > Properties > Ticket Properties in HubSpot.
2. Click Create Property and configure it as follows:
   • Label: Days to Onboarding Plan Completion
   • Field Type: Calculation
   • Calculated Property Type: Time Between
   • Number Format: Duration
   • Start Date: Create Date
   • End Date: Arrows Plan Finished Date

This property will automatically calculate the number of days between when an onboarding plan starts and when it’s marked as complete.

Step 2: Build the Report to Track Onboarding Time

Now that the property is set up, we’ll create a report to visualize trends in onboarding completion time over time.

1. Create a Custom Report

• Go to Reports > Reports > Create Report.
• Select Custom Report Builder.
• Choose Tickets as your primary data source.

2. Apply Filters

To focus on completed onboarding plans:

• Pipeline: 🏢 Commercial Onboarding (or your relevant onboarding pipeline).
• Arrows Plan Status: Complete.

3. Select the Combination Chart Type

• Under Chart Type, choose Combination Chart.

4. Configure the Chart

Set up the X-axis and Y-axes to display average and maximum onboarding time trends:

• X-Axis: Create Date (set the frequency to Monthly).
• Y-Axis 1: Average (Days to Onboarding Plan Completion).
• Y-Axis 2: Max (Days to Onboarding Plan Completion).

The average line will show your team’s overall onboarding efficiency, while the max line highlights any outliers or unusually long onboarding plans.

What This Report Tells You

This report provides a clear, month-over-month view of your team’s onboarding performance:

• Average Completion Time: Tracks your team’s overall efficiency and progress toward onboarding time goals.
• Maximum Completion Time: Helps you identify and investigate outliers where onboarding took significantly longer than expected.

By monitoring these trends, you can:

• Spot improvements as your team reduces onboarding time.
• Identify months or patterns where onboarding slows down.
• Proactively address bottlenecks in your onboarding process.

Visualize and Improve Onboarding Efficiency

With this report on your HubSpot dashboard, your team can measure progress in real time, helping you scale your onboarding process efficiently.

Set up your average onboarding completion time report today to track, improve, and celebrate onboarding success.

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