Overview
This report tracks key customer success and engagement metrics, highlighting customers who are thriving or at risk based on task completion and CSAT.
For customer onboarding teams, it answers a simple but critical question:
“Are our customers engaged, progressing, and satisfied?”
By combining task progress with customer feedback, this report helps teams spot early warning signs, celebrate wins, and take action before onboarding issues escalate.
Available Filters
Use filters to focus on the customers and onboarding work that matter most:
Customer – View tasks for a specific customer or account
Project Status – Filter by onboarding stage (e.g., Cancelled, Done, Late, On Hold, On Time, and Pending)
Task Status – Focus on Not Started, In Progress, Stuck, Sign Off, Done, and Not Applicable tasks
Project Tags – Group onboarding projects by type, region, or priority
Task Tags – Identify specific onboarding activities (e.g., training, setup)
Task Start Date / Due Date – Track work planned or due in a specific timeframe
Project Start Date / End Date – Analyze tasks within projects that started within certain timelines
Project Forecasted End Date – Analyze tasks within project that are forecasted to be completed within a certain timeframe
These filters help teams quickly move from a broad overview to specific customer action.
What Question Does Each Card Answer?
Total Customer Tasks
“How much onboarding work exists across all customers?”
Shows the total number of customer-related tasks, giving a high-level sense of overall onboarding workload.
Active Customer Tasks
“How many customer tasks are currently in progress?”
Helps teams understand how busy onboarding is right now and whether work is actively moving forward.
Stuck Customer Tasks
“Which customer tasks are blocked or not moving forward?”
Highlights tasks that are not progressing, signaling possible customer confusion, delays, or internal bottlenecks.
Completed Customer Tasks
“How much onboarding work has the customer successfully finished?”
Shows progress made and helps your team measure your customer's onboarding momentum.
Unassigned Customer Tasks
“Which customer tasks don’t have an owner yet?”
Identifies tasks that may be falling through the cracks and need to be assigned to keep onboarding moving.
Overdue Customer Tasks
“Which customer tasks are past their deadlines?”
Flags tasks that could negatively impact customer experience and delay project completion if not addressed quickly.
Customer Tasks Due This Week
“What customer work needs attention right now?”
Helps teams prioritize work that must be completed soon to stay on track.
Customer Tasks in Active Projects by Status
“How healthy are active onboarding projects based on task progress?”
Breaks down task statuses to show whether projects are on track, stalled, or at risk.
Customer Users with the Most Stuck Tasks
“Which customers may need extra guidance or follow-up?”
Helps identify engagement gaps or onboarding friction. Use this report to also identify customers who may need additional support, clarification, or follow-up.
Customer Task Status Distribution from Active Projects by Customer
“How does task progress compare across customers?”
Makes it easy to spot which customers are thriving or falling behind.
CSAT Trend (30 Days)
“Is customer satisfaction improving or declining?”
Shows how customer sentiment changes over time, helping teams catch issues early.
CSAT Comments
“What are customers actually saying about their experience?”
Provides direct feedback to understand the reasons behind satisfaction scores.
Best Practices (Customer Onboarding Context)
Review this report weekly during active onboarding phases
Address stuck and overdue tasks early to avoid customer frustration
Pay close attention to unassigned tasks to keep onboarding moving
Use CSAT trends and comments together for full context
Reach out proactively to customers with high task friction or low CSAT
Celebrate high engagement to reinforce positive onboarding behavior
Consistent use of this report helps onboarding teams stay proactive, not reactive.
FAQs
Who should use this report?
Customer onboarding managers, customer success teams, and implementation leads.
How often should I review this report?
Weekly is ideal during onboarding, with daily check-ins for high-risk accounts.
How do task metrics and CSAT work together?
Tasks show what’s happening, while CSAT shows how customers feel about it.
What should I do if CSAT drops?
Review stuck or overdue tasks, read CSAT comments, and follow up with the customer quickly.
Can this report be used for a single customer?
Yes. Use the Customer filter to focus on one account’s onboarding progress and satisfaction.