Onboarding
First 90 Days Customer Review
The first 90 days customer review is a structured conversation held about three months after a customer starts, to measure what has been achieved against what they expected. It is the first real test of the relationship, and the point where most customers decide whether they will stay and grow. These questions take stock, compare results with goals and agree on what comes next.
17 questions
When to use this template
- Around the end of the third month, when the customer has had time to see real results.
- Before the first renewal discussion or the first review with the customer's management.
- When you want to reset goals with the customer after an onboarding that has drawn out.
Questions to ask
Opening and looking back
- 01Three months in, how would you describe your experience with us so far?
- 02What has changed in your work since you started using our service?
- 03What stands out most when you look back over these three months?
Results against goals
- 04When you signed, you had specific goals in mind. How far have you come towards them?
- 05Which result are you most proud of?
- 06Which goal is still out of reach, and what is in the way?
- 07Has anything changed in your priorities since the start?
Usage and adoption
- 08Who in your organisation is using us, and who is not yet?
- 09What do you use the most, and what do you leave aside?
- 10What would help more of your team get value from it?
Our relationship
- 11How well have we kept the promises we made at the start?
- 12How is the follow-up and the communication from our team?
- 13If you could change one thing in how we work together, what would it be?
The next stage
- 14What would you like to achieve in the next three months?
- 15What would make us a more important partner for you?
- 16Is there anyone else in your organisation we should be talking to?
- 17How likely are you to continue and grow with us, and what would it take?
Tips for a useful conversation
- Prepare the data before the call: usage, tickets and commitments made, so the conversation is about facts.
- Ask the customer to tell you the results in their own words before you present yours.
- Be honest about goals that have not been reached; hiding them damages trust more than the gap itself.
- Invite the people who use the service as well as the decision-maker, if possible.
- End with a written summary of agreed goals and actions for the next quarter.
Mistakes to avoid
- Using the review to push an upgrade before checking that the customer got the value promised.
- Presenting only your own metrics and not the customer's view of success.
- Holding it too early, before there are any results to discuss.
- Not recording the agreed actions, so the next review starts from scratch.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.