---
title: Where to Start?
description: How to start whit Vocaza Journey ?
---

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1. [Help Center - Vocaza Journey](https://knowledge-base.vocaza.com/en/vocaza-journey?hsLang=en)
2. [Get started](https://knowledge-base.vocaza.com/en/vocaza-journey/get-started?hsLang=en)

April 23, 2026

# Where to Start?

*Vocaza Journey* enables you to do three essential things:

- **Identify at-risk customers and the associated revenue** (customers who may leave or not return);
- **Understand** what is **least satisfying** about your services/products;
- **Manage your reputation** on review platforms.

To achieve this, *Vocaza Journey* uses two methods:

- Customer satisfaction surveys;
- Reviews posted on your Google Reviews page.

---

### 1. Asking the Right Question ❓

**What is your top priority?** Here are the most common answers:

- **I want to identify at-risk customers** so I can contact them quickly and prevent them from leaving or sharing their negative experience with others.
- **I want an overview of the quality of my company’s services/products** and to implement actions on priority issues.
- **I want to see if my improvement actions are effective**, so I can continue what works and change what doesn’t.
- **I want to identify Google reviews that require a response** to manage my reputation and counterbalance overly negative feedback.

**For answer 1:** Conduct a very short survey (maximum 4 questions) sent quickly after each customer interaction (ideally within 24 hours). These are called “hot surveys” ([click here for more detail](https://knowledge-base.vocaza.com/en/vocaza-journey/what-is-an-on-the-spot-survey?hsLang=en)).

**For answer 2:** You can create a survey with more questions to ask customers about specific points. This survey can be sent several times a year to all your customers. This type of survey is called a “cold survey” ([click here for more detail](https://knowledge-base.vocaza.com/en/vocaza-journey/what-is-a-cold-survey?hsLang=en)).

**For answer 3:** You can use either hot or cold surveys, but the frequency of hot surveys allows you to see almost in real time whether your actions are bearing fruit.

**For answer 4:** You don’t need to conduct a satisfaction survey (you can do this later). You can go straight to connecting Vocaza Journey with Google Reviews ([click here to find out how](https://knowledge-base.vocaza.com/en/vocaza-journey/activate-google-reviews-collection?hsLang=en)).

### 2. Thinking About the Questions to Ask ❓

At this stage, you know what result you want and therefore what type of survey you need.

#### **Hot Survey**

If you’ve chosen a hot survey, we recommend the following 3 questions:

- Overall, how satisfied are you with \[your brand/product\]? (Satisfaction question, 0 to 10)
- How likely are you to recommend \[your brand/product\] to a friend or relative? *(Recommendation question, 0 to 10)*
- What improvements would encourage you to give our company a higher rating? *(Open comment)*

There is a template for this: the “**Customer Satisfaction**” model.

#### **Cold Survey**

If you’ve opted for a cold survey, first decide whether you want to evaluate one or several service(s)/step(s) (e.g. website, purchase, delivery, after-sales service, etc.).

##### **Survey on a Single Service or Step**

If you’ve decided to evaluate a single step or service, we recommend:

1. First page:
   
     1. Overall, how satisfied are you with \[our brand/product\]? *(Satisfaction question, 0 to 10)*
     2. What improvements would encourage you to give our company a higher rating? *(Open comment)*
2. Second page:
   
     1. What is your level of satisfaction with the following points? *(Multi-criteria satisfaction question, 0 to 10). List the criteria you want to evaluate.*
3. Third page:
   
     1. How likely are you to recommend \[this product/service\] to a friend or relative? *(Recommendation question, 0 to 10)*
     2. What improvements would encourage you to give our company a higher rating? *(Open comment)*

There is a corresponding template: the “**Advanced Customer Satisfaction**” model.

##### **Survey on Multiple Services/Steps**

If you want to survey satisfaction across multiple services, we recommend:

- **First page:**
  
    - Overall, how satisfied are you with \[our brand/product\]? *(Satisfaction question, 0 to 10)*
    - What improvements would encourage you to give our company a higher rating? *(Open comment)*
- **One page per step:**
  
    - What is your level of satisfaction with the following points? *(Multi-criteria satisfaction question, 0 to 10)*
- **Final page:**
  
    - How likely are you to recommend \[this product/service\] to a friend or relative? *(Recommendation question, 0 to 10)*
    - What improvements would encourage you to give our company a higher rating? *(Open comment)*

*Vocaza Journey* can automatically create this template when you set up your survey for multiple steps/service

### 3. Setting Up Your Survey

For this step, [click here](https://knowledge-base.vocaza.com/en/vocaza-journey/how-do-you-create-your-first-satisfaction-survey?hsLang=en) to learn how to create your first survey.

### 4. How to Distribute Your Survey

To allow your customers to respond to your survey, you have two channels:

- **Invitation emails:** You know who you’re sending invitations to and who responds. Responses are attributable, so you can track customer satisfaction over time and identify at-risk customers.
- **QR codes:** Customers can access your survey from a reception desk, brochure, shop window, or other physical medium. Responses are anonymous and are only used to understand reasons for dissatisfaction (no identification of at-risk customers).

For emails, we recommend sending an invitation and a reminder after 2 days.

- For emails, [click here](https://knowledge-base.vocaza.com/en/vocaza-journey/how-do-i-define-how-my-contacts-will-be-invited-distribution-scenario?hsLang=en) to define how your contacts will be invited (distribution scenario).
- For URLs and QR codes, [click here](https://knowledge-base.vocaza.com/en/vocaza-journey/distributing-a-survey-via-url-or-qr-code?hsLang=en) to distribute a survey via a URL or QR code.

### 5. Import Your Contacts

If you’ve decided to contact your customers by email, you’ll need to import them into Vocaza Journey.

- If you’ve chosen a cold survey, you can manually import your contact file: [How to manually import a contact file](https://knowledge-base.vocaza.com/en/vocaza-journey/how-do-i-import-a-contact-file-manually?hsLang=en).
- If you’ve chosen a hot survey, you must automate your contact import: [How to set up automatic contact import](https://knowledge-base.vocaza.com/en/vocaza-journey/how-do-i-set-up-an-automatic-contact-import?hsLang=en).

### 6. Analyse Your Results

You’ve started receiving responses. You can now:

- [Identify and follow up with at-risk customers](https://knowledge-base.vocaza.com/en/vocaza-journey/how-to-manage-and-track-my-at-risk-contacts?hsLang=en)
- [Analyse your results](https://knowledge-base.vocaza.com/en/vocaza-journey/analysing-my-results?hsLang=en)

- [Get started](https://knowledge-base.vocaza.com/en/vocaza-journey/get-started?hsLang=en)
- [Setting up a satisfaction survey !](https://knowledge-base.vocaza.com/en/vocaza-journey/setting-up-a-satisfaction-survey-1?hsLang=en#main-content)

    - [Creating and modifying surveys](https://knowledge-base.vocaza.com/en/vocaza-journey/setting-up-a-satisfaction-survey-1?hsLang=en#creating-and-modifying-surveys)
    - [Managing the distribution of surveys](https://knowledge-base.vocaza.com/en/vocaza-journey/setting-up-a-satisfaction-survey-1?hsLang=en#managing-the-distribution-of-surveys)
    - [Contact import](https://knowledge-base.vocaza.com/en/vocaza-journey/setting-up-a-satisfaction-survey-1?hsLang=en#contact-import)
    - [Diffusion via URL/QRCode](https://knowledge-base.vocaza.com/en/vocaza-journey/setting-up-a-satisfaction-survey-1?hsLang=en#diffusion-via-url-qrcode)
- [Setting up a customer journey](https://knowledge-base.vocaza.com/en/vocaza-journey/setting-up-a-customer-journey?hsLang=en)
- [Analysing my results](https://knowledge-base.vocaza.com/en/vocaza-journey/analysing-my-results?hsLang=en#main-content)

    - [How to analyze my results?](https://knowledge-base.vocaza.com/en/vocaza-journey/analysing-my-results?hsLang=en#how-to-analyze-my-results)
    - [What are the semantic analysis models for comments?](https://knowledge-base.vocaza.com/en/vocaza-journey/analysing-my-results?hsLang=en#what-are-the-semantic-analysis-models-for-comments)
- [Set up a data collection form](https://knowledge-base.vocaza.com/en/vocaza-journey/set-up-a-data-collection-form?hsLang=en)
- [Image management](https://knowledge-base.vocaza.com/en/vocaza-journey/image-management?hsLang=en)
- [Risk Contacts Management](https://knowledge-base.vocaza.com/en/vocaza-journey/risk-contacts-management?hsLang=en)
- [Google reviews](https://knowledge-base.vocaza.com/en/vocaza-journey/google-reviews?hsLang=en)
- [User management](https://knowledge-base.vocaza.com/en/vocaza-journey/user-management?hsLang=en)
- [AI in Vocaza Journey](https://knowledge-base.vocaza.com/en/vocaza-journey/ai-in-vocaza-journey?hsLang=en)
- [Integration with other tools](https://knowledge-base.vocaza.com/en/vocaza-journey/integration-with-other-tools?hsLang=en)
- [FAQ](https://knowledge-base.vocaza.com/en/vocaza-journey/faq?hsLang=en)
- [Release notes](https://knowledge-base.vocaza.com/en/vocaza-journey/release-notes?hsLang=en)
- [Roadmap](https://knowledge-base.vocaza.com/en/vocaza-journey/roadmap?hsLang=en)

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