In 2026, SaaS onboarding determines survival in a market where users demand instant value and seamless experiences. Poor onboarding leads to rapid churn, with users abandoning products they cannot quickly master, while effective processes boost retention, revenue, and long-term loyalty.
Buyers, especially in B2B, evaluate onboarding as a core purchase factor, expecting personalization, automation, and clear paths to productivity. This makes onboarding a competitive edge, as companies with optimized flows see higher activation rates and reduced support costs.
To support data-driven decisions in 2026, this article compiles over 60 SaaS onboarding statistics from primary research, platform reports, and industry studies published in the last two years. Statistics are organized by theme for easy reference.
Scope & Methodology
• Includes only publicly available SaaS onboarding statistics relevant for 2026.
• Based on the latest figures published within the last two years.
• Sources include primary research, first-party platform data, institutional studies, and industry reports.
• Each statistic is listed separately with its original source and study context.
• No estimates, forecasts, interpretations, or recommendations are included.
Key SaaS Onboarding Statistics for 2026
- 55% of customers will stop using a product they don’t understand, based on a 2025 study by CloudCoach.
- 75% of users abandon a product within the first week if they struggle during onboarding, based on a 2025 study by CloudCoach.
- 68% of users report abandoning products because of poor onboarding, based on a 2025 study by CloudCoach.
- 89% of customers who have a bad onboarding experience will turn to a competitor, based on a 2025 study by CloudCoach.
- 90% of companies agree their onboarding process could improve, based on a 2025 study by CloudCoach.
- 59% of SaaS buyers regret at least one software purchase their company made in the last 18 months, based on a 2025 study by Gartner.
- 63% of customers factor onboarding into their purchasing decision, based on a 2024 study by Custify.
- 97% of people believe video is an effective tool to welcome and educate new customers, based on a 2024 study by Custify.
- 90% of users churn without strong onboarding, based on a 2026 study by UserGuiding.
- 92% of top SaaS apps now use in-app onboarding tours, based on a 2026 study by UserGuiding.
- 56% of SaaS products won’t have any onboarding checklists, based on a 2026 study by EmailVendorSelection.
- 79% of SaaS products have a friction-based signup flow, based on a 2026 study by EmailVendorSelection.
Adoption and Usage Statistics
- It takes 100 days on average to onboard a corporate client, based on a 2025 study by CloudCoach.
- Only 13% of SMBs use customer success software to manage onboarding, based on a 2025 study by CloudCoach.
- 60% of SaaS companies use 4-6 tools to manage their onboarding process, based on a 2025 study by CloudCoach.
- 74% of enterprise organizations have a dedicated onboarding team, based on a 2025 study by CloudCoach.
- Only 21% of companies have standardized systems like waterfall and agile in place, based on a 2025 study by CloudCoach.
- 61% of companies using project management tools completed projects on time, compared to only 41% not using them, based on a 2025 study by CloudCoach.
- 41% of SaaS companies offer a free plan, based on a 2026 study by EmailVendorSelection.
- 15% of SaaS companies offer both free plans and free trials of higher-tier accounts, based on a 2026 study by EmailVendorSelection.
- 4% of SaaS companies only have demos and don’t offer free access to their products, based on a 2026 study by EmailVendorSelection.
- 64% of the companies include in-app videos in their onboarding flow, based on a 2024 study by Custify.
- 70% don’t have a progress bar in SaaS products, based on a 2026 study by EmailVendorSelection.
Audience and Behavioral Statistics
- 55% of people have returned a product because they did not understand how to use it, based on a 2024 study by Wyzowl via Custify.
- 87% of customers believe that companies should put more effort into delivering a consistent experience, based on a 2024 study by Custify.
- 77% of B2B clients state that technology has greatly influenced their expectations of how companies should interact with them, based on a 2024 study by Custify.
- 76% of customers expect a consistent interaction across all departments, based on a 2024 study by Custify.
- Over 60% of consumers in the United States state that their preferred channels for simple inquiries are digital tools such as websites, mobile apps, and live chat, based on a 2024 study by Custify.
- 74% of people have watched a video to understand how to use a new app or website, based on a 2025 study by CloudCoach.
- 74% of potential customers will switch solutions if the onboarding process is complicated, based on a 2025 study by CloudCoach.
- Mobile-optimized onboarding sees 2x higher completion rates, based on a 2026 study by UserGuiding.
- 48% of B2B buyers consider finding up-to-date product or service information as a top challenge, based on a 2024 study by Custify.
Channel Performance Statistics
- SaaS companies with video onboarding see 35% fewer support tickets in the first month, based on a 2026 study by UserGuiding.
- Conversational AI reduces onboarding support tickets by 65%, based on a 2026 study by UserGuiding.
Conversion and Acquisition Statistics
- 62% of B2B customers made more purchases after a positive customer experience, based on a 2025 study by CloudCoach.
Trust, Influence, and Perception Statistics
- 90% of people expressed a willingness to spend more money with companies that provide personalized customer experiences, based on a 2025 study by CloudCoach.
Customer Value and Retention Statistics
- Increasing retention by 5% increases profits by 25% to 95%, based on a 2025 study by CloudCoach.
- Businesses lose over $75 billion every year due to poor customer service, based on a 2025 study by CloudCoach.
- The average churn rate for SaaS companies is around 5–7%, based on a 2025 study by DemandSage via CloudCoach.
- 68% of SaaS providers are adjusting their pricing to meet retention goals, based on a 2025 study by DemandSage via CloudCoach.
Revenue and Business Impact Statistics
- 20% satisfaction increase for customers in companies that tracked TTV, based on a 2025 study by CloudCoach.
- 84% of companies that work to improve their customer experience reported an increase in revenue, based on a 2025 study by CloudCoach.
- Revenue is up to 8% higher in companies with a customer experience mindset, based on a 2025 study by CloudCoach.
- Cost of service decrease by 20% in companies that use customer journey maps and similar tools, based on a 2025 study by CloudCoach.
- 90% of IT professionals believe that automation is crucial to managing SaaS, based on a 2025 study by Vena via CloudCoach.
Tools and Metrics Statistics
- TTV has surfaced as the clearest measure of onboarding success, based on a 2025 study by Gartner via Litmos.
References
- https://cloudcoach.com/blog/51-statistics-you-need-to-know-the-state-of-saas-onboarding-and-implementation/
- https://www.litmos.com/blog/articles/top-saas-onboarding-trends
- https://www.custify.com/blog/saas-customer-onboarding-and-retention-statistics/
- https://userguiding.com/blog/user-onboarding-statistics
- https://www.emailvendorselection.com/saas-statistics/