Where to Start?

• 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).

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).

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).

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)

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)