Customer onboarding is one of the most important parts of your business. If done right, it sets the tone for your relationship with your customers and keeps them coming back.
But without a system to keep track of everything, things can slip through the cracks, missed emails, delayed check-ins, or confusion about what comes next.
A simple way to stay on top of it all? Google Sheets.
You don’t need to be a tech expert or buy expensive software. With a few basic tools in Google Sheets, you can build a reliable onboarding tracker that keeps you and your customers aligned.
Why Is It Important to Track Customer Onboarding?
Every customer is different, but they all want to feel seen and supported. Tracking onboarding helps you stay organized, deliver a consistent experience, and make sure no one gets left behind.
You’ll know exactly where each customer is in the process, whether they’ve signed up, received a welcome email, or completed training.
It also helps you spot patterns.
Are most people dropping off after the second step? Are certain steps taking too long?
A tracker gives you the insight you need to improve your process and make your customers happier.
Step 1. Set Up Your Columns
Open a new Google Sheet and name it something simple like “Customer Onboarding Tracker.” Start by adding the following columns:
- Customer Name
- Start Date
- Onboarding Step 1 (e.g., Welcome Email Sent)
- Step 2 (e.g., Account Setup Completed)
- Step 3 (e.g., First Training Session Booked)
- Notes
- Status
You can customize the steps depending on your own onboarding process.
Step 2. Add Dropdown Menus for Status
Instead of typing out the status every time, use drop-down menus. Click on a cell in the “Status” column. Go to Insert > Dropdowns, and add options like “Not Started,” “In Progress,” and “Completed.” Click “Done.” This helps keep the status clean and easy to scan.
Step 3. Add a Progress Formula
If you want to see how far along each customer is, add a “Progress” column with a formula:
=COUNTIF(D2:F2, “TRUE”) / COUNTA(D2:F2)
Assuming columns D to F are your onboarding steps, this formula calculates how many steps are marked as complete with a checkmark (✔). You can format this cell as a percentage.
Step 4. Insert Checkboxes for Each Step
Instead of typing “done,” use checkboxes. Select the cells in your step columns. Go to Insert > Checkbox. This gives you a simple and satisfying way to mark things as done.
Need others to help with onboarding? Click Share in the top-right corner. Set permissions (Viewer, Commenter, or Editor). Add email addresses and send. Everyone stays in the loop and can update progress as needed.
Get the Free Customer Onboarding Template
Get a copy of the free Customer Onboarding Template. I’ve populated some cells as examples, but you can customize them as needed.
Final Thoughts
The best systems are the ones you actually use. Your Google Sheet doesn’t have to be perfect, it just has to work for you. Start small, tweak it as you go, and don’t worry about making it fancy. What matters most is giving your customers a smooth, clear experience from day one.
Frequently Asked Questions
How do I calculate how many customers completed onboarding?
Use this formula to count rows where “Status” is marked “Completed”: =COUNTIF(H2:H, “Completed”)
Is there a way to track time between onboarding steps?
Yes. Add a column for each date (e.g., “Step 1 Date,” “Step 2 Date”) and use a formula to calculate the number of days between them: =B2 – A2
How do I protect parts of the sheet from being edited?
Right-click a cell or range > Protect range > Set permissions. This is useful if you want to keep formulas or headers safe.
The Bottom Line:
One keeps you awake. The other gets work done.
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Why not have both?