Do customers hate onboarding?

Learn

Evidence, assumption, opinion, signal, and unknown are not equal. Judge evidentiary strength before deciding.

Case

The founder says: ‘Customers hate onboarding.’ The team debates redesigning the whole flow this sprint.

• —Analytics: 38% abandon before step 4.
• —Sales: ‘Enterprise doesn’t complain about onboarding.’
• —Support: 12 tickets mention onboarding in 90 days.
• —One-off NPS comment: ‘confusing setup’.

Think

Classify each item as evidence, assumption, opinion, signal, or unknown. What conclusion do they actually support?