What percentage of software features are never used?

Pendo's 2019 Feature Adoption Report, based on usage data from 615 companies, found that 80% of features in the average software product are rarely or never used. It remains the only large-scale published study of feature-level usage.

What is a good activation rate for SaaS in 2026?

Userpilot's benchmark of 547 SaaS companies puts average activation at 34.6% for product-led companies and 41.6% for sales-led companies. Products above 50% are outliers, and 80% of them use multimedia in their onboarding.

How many users abandon a product because of poor onboarding?

The best available survey data (Wyzowl, 216 consumers) found 8 in 10 users have deleted an app because they didn't know how to use it, and Intercom's long-running estimate is that 40 to 60% of free-trial signups use a product once and never return.

Does self-service support actually work?

Mostly not yet. Gartner found 73% of customers use self-service at some point, but only about 14% of issues get fully resolved there. That resolution gap is why Gartner predicts agentic AI, which takes actions rather than just answering, will handle 80% of common support issues by 2029.

Do users actually engage with in-app AI assistants?

The production data published so far says yes. Frigade's State of In-Product AI report, drawn from a year of AI assistant usage in production apps, found about 70% of users who received a guided walkthrough followed at least one step in-session, and 62% of returning users asked three or more questions. It's vendor data, but it's the only public dataset measuring this behavior at scale.

PRODUCT ONBOARDING PO

User Onboarding and Product Adoption Statistics for 2026

Every user onboarding, product adoption, and self-service support statistic on this page traces back to a named primary source: Gartner, Wyzowl, Harvard Business Review, a 547-company SaaS benchmark, and the production data from Frigade's State of In-Product AI report. The zombie stats that circulate without a source didn't make the cut.

Frigade Team

Frigade Team