What the questionnaire collects
A client onboarding questionnaire is the form a new client fills in before work starts, so you know who to talk to, who pays and who approves: for example, a website client names a main approver and a backup approver, picks one feedback channel and lists who holds the hosting and domain.
Each section answers one question you would otherwise chase by email in week two.
- Main contact
- The person you talk to day to day. Not always the person who pays, and not always the person who approves.
- Billing contact
- Who receives invoices, and what the invoice must show (company name, tax number, purchase order) to be paid on time.
- Main approver
- The one person whose yes means a round is approved. Naming them early stops late feedback from people who were never in the loop.
- Backup approver
- Who can approve when the main approver is on holiday or busy, so the project does not stall for a week.
- Feedback channel
- The single place feedback arrives. Feedback spread across email, chat and calls is how changes get lost.
- Access checklist
- The accounts you will need, and who holds each one today. It never asks for passwords: access is shared through a password manager, never by email.
What each starting point includes
These are the three starting points in the builder above. Each one is an example you can change: switch sections on or off, pick the access items and set your reply time.
| Starting point | Sections | Questions and access items | Access asked about | Reply time offered |
|---|---|---|---|---|
| Example: Website client | 8 | 29 | Website hosting, Content management system (site admin), Domain name and DNS settings, Analytics account, Search engine webmaster account, Shared drive or file storage | 2 working days |
| Example: Retainer client | 8 | 27 | Content management system (site admin), Analytics account, Email sending or newsletter tool, Social media accounts, Shared drive or file storage | 1 working day |
| Example: One-off design job | 7 | 23 | Shared drive or file storage | 2 working days |
Getting good answers back
Never collect passwords in the form
A questionnaire is often emailed, printed or saved in shared folders. Ask who holds each account, then get access through a password manager or by being invited as a user.
Keep it short enough to finish
A form that takes an hour gets filled in badly or not at all. Switch off sections you do not need for this client.
One approver means one
If the client lists three people as the main approver, ask which one has the final say. Shared approval is the most common reason rounds multiply.
Agree reply times both ways
Stating how quickly you reply makes it fair to ask how quickly they review. Put the agreed numbers into your project plan.
Check the answers on the kick-off call
Go through the form together in the first meeting. Gaps are cheaper to fix before the first draft than after it.
Questions about onboarding new clients
When should I send a client onboarding questionnaire?
Right after the contract is signed and before the kick-off call, so you can go through the answers together in that first meeting.
How is this different from a website design questionnaire?
A design questionnaire asks about goals, audience and style. This one covers how the project runs: contacts, billing, approvals, feedback, access and dates. Many studios send both.
Why ask for a backup approver?
Because main approvers go on holiday, change jobs or get busy. Without a named backup, a finished round can wait days for a yes.
How should clients share logins safely?
Through a password manager that lets them share an item with you, or by adding you as a user with your own login. Never by email, chat or in this form.
Can I use it for retainer clients I already work with?
Yes. The retainer preset adds questions about monthly priorities, who can make requests and how often you report progress. It is a good way to reset habits that drifted.
Can I edit the questions?
You can switch sections and access items on or off, set the title, your names, the reply time and kick-off date. To reword a question, copy the text and edit it in your own document.