Track Onboarding Health in HubSpot and Stay Ahead of At-Risk Customers

Staying on top of customer health during onboarding is critical for delivering a seamless experience. This report helps you quickly identify which customers need extra support and which are moving smoothly through onboarding.

By combining Arrows onboarding data with HubSpot workflows and reporting, you can automate health tracking and visualize customer progress across every stage.

What This Report Tells You

This report gives you a clear view of how customers are progressing through onboarding, broken down by health status:

• Progressing: Customers moving smoothly through onboarding.
• Stuck: Customers who need a nudge to move forward.
• Off Track: Customers with overdue tasks requiring immediate attention.

By analyzing the report, you can:

• Identify common sticking points across your onboarding stages.
• Proactively reach out to customers who might need extra support.
• Improve onboarding workflows to reduce stalled or failed plans.

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Here’s how to set it up:

Step 1: Create a New Property to Track Onboarding Health

1. In HubSpot, go to Settings > Properties > Ticket Properties.
2. Create a new property with the following details:
   • Label: Onboarding Health
   • Field Type: Dropdown Select
   • Labels: Complete, Stuck, Progressing, Off Track, Failed

This property will serve as the foundation for tracking the health of your customers in onboarding.

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Step 2: Automate Onboarding Health Status Updates with a Workflow

To keep the Onboarding Health property up-to-date, we’ll create a workflow that dynamically updates health scores based on Arrows data.

1. Create a New Workflow

• Go to Automation > Workflows in HubSpot.
• Click Create Workflow > From Scratch.
• Choose the Ticket-based Workflow option.

2. Set Up Your Enrollment Trigger

• Use the “When filter criteria is met” trigger.
• Set the criteria to: Arrows plan status is known.
• Turn Re-enrollment ON to ensure the property updates as plans progress.

3. Add Branching Logic for Each Health Status

Next, we’ll set up branches to assign a health status based on Arrows plan data:

• Complete: Arrows plan status is equal to any of Complete.
• Stuck: Arrows plan status is Active AND Arrows Time on Task ≥ 5.
• Off Track: Arrows plan status is Active AND Arrows Overdue Tasks ≥ 1.
• Progressing:
  • Arrows plan status is Active AND Arrows Overdue Tasks = 0, OR
  • Arrows plan status is Active AND Arrows Overdue Tasks = Unknown.
• Failed: Arrows plan status is equal to any of Failed.

4. Set Property Values

Within each branch:

• Click the + button and select Set Property Value.
• Update the Onboarding Health property to match the corresponding status:
  • Complete, Stuck, Off Track, Progressing, or Failed.

Once you’ve configured each branch, turn the workflow ON.

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Step 3: Create the Onboarding Health Report

With the workflow updating health scores, you can now create a custom report to visualize customer health across each onboarding stage.

1. Create a Custom Report

• Go to Reports > Reports > Create Report.
• Select the Custom Report Builder and choose Tickets as your data source.

2. Apply Filters

Focus the report on active onboarding plans that may need attention:

• Pipeline: Onboarding (or your onboarding pipeline).
• Onboarding Health: Stuck, Off Track, or Progressing.
• Arrows Plan Status: Active.

3. Configure the Report

• Chart Type: Vertical Bar
• X-Axis: Ticket Status (e.g., stages of your onboarding process)
• Y-Axis: Count of Tickets
• Break Down By: Onboarding Health

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