What key factor drives the customer's satisfaction during onboarding?

Clear communication of progress is essential during the onboarding process because it helps establish trust and transparency between the customer and the service provider. When customers are kept informed about what to expect, what milestones have been reached, and what the next steps are, they feel more engaged and valued. This sense of involvement can significantly enhance their satisfaction, as it alleviates uncertainty and fosters a collaborative atmosphere.

Moreover, clear communication can help identify any potential issues early on, allowing for timely interventions that can lead to better outcomes. When customers are aware of their progress, it reassures them that the onboarding process is on track, which can improve their overall experience and perception of the product or service being introduced.

In contrast, the other choices lack the same foundational impact on customer satisfaction during onboarding. For instance, the complexity of the product may be a factor, but it does not inherently drive satisfaction unless adequately addressed through effective communication. Frequent changes to the onboarding plan can create confusion and frustration, while minimal involvement of the customer can lead to feelings of disconnect and dissatisfaction. Hence, the cornerstone of a positive onboarding experience is anchored in the communication of progress.