Who should set the onboarding goals for service providers?

The teams responsible for the relationship with consumers should set the onboarding goals for service providers because these teams have direct insights into the needs, expectations, and experiences of the consumers. They possess the necessary understanding of how services should be tailored to best meet customer needs and can effectively communicate those goals to ensure that service providers align their offerings accordingly.

Establishing onboarding goals collaboratively with these teams fosters better alignment between the service provider's capabilities and the expectations of the consumers, leading to a more successful onboarding experience. This engagement allows for a more comprehensive approach, addressing any potential gaps and ensuring a smoother transition into the services being provided. Through this collaborative effort, the teams can also ensure that the onboarding process is focused on delivering value and enhancing the customer experience from the very start.