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How We Work
Every partnership begins with understanding your needs, followed by a smooth, results-driven onboarding process.
Discover
During the discovery call and needs assessment, we focus on understanding your VoC challenges, objectives, and business specifics. Based on this, we define the scope and tailor a customized solution, which is then presented in a proposal meeting.
Implement
The implementation phase begins with a kickoff meeting where we align expectations, finalize preparations, and set up your VoC platform to ensure a smooth and effective launch.
Monitor
Ongoing monitoring and optimization ensure continuous improvement through real-time insights, AI-powered recommendations, and expert support tailored to your evolving needs.
CUSTOMERHERO ADVANTAGE
We specialize in VoC research and CX strategy, ensuring best-in-class solutions.
Whether you need a self-service model or a fully managed program, we adjust to your needs.
AI-powered insights
Automate feedback collection and analysis to unlock real-time trends and improve decision-making.
Dedicated customer support
Our expert team offers personalized support via chat, email, and phone.
Security & compliance
We adhere to ISO 27001, GDPR, and highest data protection standards.
CUSTOMER JOURNEY MAPPING
Understanding your business inside out is our priority.
We start by conducting an in-depth business brainstorm and mapping customer journeys to identify touchpoints, pain points, and moments of truth that need to be measured and improved.
Map customer journeys and identify feedback touchpoints
We visually map the end-to-end customer experience to determine where feedback should be collected for the most value, ensuring every touchpoint is an opportunity to listen and learn.
Analyze the effectiveness of each customer interaction
Our team evaluates which interactions leave the strongest impression, helping you understand what drives satisfaction, frustration, and engagement across channels.
Prioritize pain points and define VoC strategy
Using data-driven insights, we identify the most critical experience gaps and build a tailored plan for collecting meaningful feedback that drives action and improves outcomes.
OMNICHANNEL FEEDBACK
Optimizing VoC Collection: Right Channel, Right Moment
Effective feedback collection goes beyond asking the right questions—it’s about timing, context, and delivery. We ensure your VoC efforts reach customers when they’re most likely to engage, using the channels they trust most.
Choose the best-fit feedback channels for your audience
We assess your customer segments and recommend the ideal mix of channels—whether email, SMS, in-app prompts, or QR codes—to boost reach and participation.
Time feedback requests for maximum engagement
By analyzing user behavior and motivation, we determine the optimal moments in the journey when customers are most willing to share honest and useful feedback.
Design context-aware feedback touchpoints
We embed surveys and prompts at key moments of interaction, so feedback feels natural, timely, and relevant, increasing both response rates and data quality.
DATA ANALYSIS AND INSIGHTS
Feedback alone doesn’t move the needle—insight does
We turn raw customer data into clear, actionable insights that guide strategic decisions, uncover hidden opportunities, and drive measurable results across your organization.
Translate complex data into business-ready insights
Our analysts decode both qualitative and quantitative feedback, identifying patterns, themes, and root causes to build a clear picture of customer experience and expectations.
Deliver insights in executive-ready formats
We create visually compelling, boardroom-level reports and presentations that make it easy for leadership to digest findings and align on action, without getting lost in the data.
Highlight and prioritize what matters most
Through impact analysis and strategic modeling, we help you focus on the changes that will deliver the greatest improvement in customer satisfaction, loyalty, and operational performance.
SURVEY DESIGN SERVICES
We turn customer feedback into actionable insight with expertly crafted surveys
Our team designs tailored questionnaires that reflect your brand, engage respondents, and deliver high-quality data, whether as part of a full VoC strategy or a standalone initiative.
Develop custom surveys that capture what matters
Our experts work closely with you to design custom surveys that go beyond generic templates, capturing specific customer experience metrics, behavioral patterns, and sentiment data in a format that’s easy to analyze and act upon.
Enhance branding and User Experience
We ensure every survey aligns with your brand’s identity and tone of voice, while optimizing the layout and user flow to reduce drop-offs and increase completion rates across all devices.
Implement and deploy with full technical support
From survey logic and translations to platform integration and testing, we take care of the entire deployment process, ensuring your surveys work flawlessly and are delivered through the right channels at the right time.
Other Solutions
Testimonials
For over 10 years, we’ve been dedicated to offering solutions that drive growth and fit our customers' needs.
"At our organization, we recognized the importance of listening to our employees in a structured and consistent manner. Startquestion provided the perfect solution by guaranteeing survey anonymity and automating reminders. Thanks to these features, we achieved a remarkably high response rate, which would have been challenging without them."
"What I appreciate the most about the platform is the ease of use, the ability to copy questions from other surveys, and the convenience in the cafeteria construction, consisting of the possibility of copying the entire question along with the answers to the dialog window."
"After many recommendations, we tested CustomerHero, which turned out to be easy to use and flexible survey software. We appreciate the customer support team’s high quality, reaction time, and patience. CustomerHero helps us in many feedback-related use cases, and we see more users and departments actively using it for their purposes."
"CustomerHero is an efficient tool for promptly collecting feedback. With the help of mobile devices, bank employees can conveniently share their thoughts, and we can receive their feedback right after workshops or training sessions. Moreover, we also use CustomerHero to analyze expectations and gain a better comprehension of them before training or workshops."
"We use CustomerHero because this tool allows us to act immediately – on the one hand, we can directly send a survey to the client, and on the other hand, quickly report the results to the people or departments responsible for a given area."
"At our business, we value not only the quality of our pizza but also the overall experience, including customer service and presentation. Therefore, feedback regarding our suppliers and the on-site service is crucial to us. We understand that our success heavily relies on people. With CustomerHero, we can improve and maintain a high level of service throughout our network."
"The key to the success of the Voice of Customer project is integrating the client’s internal systems with the online research software. The first experience with this survey software was so encouraging that Medicover Poland decided to transfer all the conducted research to the CustomerHero platform."
"CustomerHero is an intuitive, easy-to-use tool containing all the critical functionalities needed in the daily research process management. It provides a perfect overview of every customer-company touchpoint and access to the results in a simple, graphical form. Introducing a new questionnaire is simple and quick, which works well for ad hoc research."
"At our organization, we recognized the importance of listening to our employees in a structured and consistent manner. Startquestion provided the perfect solution by guaranteeing survey anonymity and automating reminders. Thanks to these features, we achieved a remarkably high response rate, which would have been challenging without them."
"What I appreciate the most about the platform is the ease of use, the ability to copy questions from other surveys, and the convenience in the cafeteria construction, consisting of the possibility of copying the entire question along with the answers to the dialog window."
"After many recommendations, we tested CustomerHero, which turned out to be easy to use and flexible survey software. We appreciate the customer support team’s high quality, reaction time, and patience. CustomerHero helps us in many feedback-related use cases, and we see more users and departments actively using it for their purposes."
"CustomerHero is an efficient tool for promptly collecting feedback. With the help of mobile devices, bank employees can conveniently share their thoughts, and we can receive their feedback right after workshops or training sessions. Moreover, we also use CustomerHero to analyze expectations and gain a better comprehension of them before training or workshops."
"We use CustomerHero because this tool allows us to act immediately – on the one hand, we can directly send a survey to the client, and on the other hand, quickly report the results to the people or departments responsible for a given area."
"At our business, we value not only the quality of our pizza but also the overall experience, including customer service and presentation. Therefore, feedback regarding our suppliers and the on-site service is crucial to us. We understand that our success heavily relies on people. With CustomerHero, we can improve and maintain a high level of service throughout our network."
"The key to the success of the Voice of Customer project is integrating the client’s internal systems with the online research software. The first experience with this survey software was so encouraging that Medicover Poland decided to transfer all the conducted research to the CustomerHero platform."
"CustomerHero is an intuitive, easy-to-use tool containing all the critical functionalities needed in the daily research process management. It provides a perfect overview of every customer-company touchpoint and access to the results in a simple, graphical form. Introducing a new questionnaire is simple and quick, which works well for ad hoc research."
"At our organization, we recognized the importance of listening to our employees in a structured and consistent manner. Startquestion provided the perfect solution by guaranteeing survey anonymity and automating reminders. Thanks to these features, we achieved a remarkably high response rate, which would have been challenging without them."
"What I appreciate the most about the platform is the ease of use, the ability to copy questions from other surveys, and the convenience in the cafeteria construction, consisting of the possibility of copying the entire question along with the answers to the dialog window."
"After many recommendations, we tested CustomerHero, which turned out to be easy to use and flexible survey software. We appreciate the customer support team’s high quality, reaction time, and patience. CustomerHero helps us in many feedback-related use cases, and we see more users and departments actively using it for their purposes."
"CustomerHero is an efficient tool for promptly collecting feedback. With the help of mobile devices, bank employees can conveniently share their thoughts, and we can receive their feedback right after workshops or training sessions. Moreover, we also use CustomerHero to analyze expectations and gain a better comprehension of them before training or workshops."
"We use CustomerHero because this tool allows us to act immediately – on the one hand, we can directly send a survey to the client, and on the other hand, quickly report the results to the people or departments responsible for a given area."
"At our business, we value not only the quality of our pizza but also the overall experience, including customer service and presentation. Therefore, feedback regarding our suppliers and the on-site service is crucial to us. We understand that our success heavily relies on people. With CustomerHero, we can improve and maintain a high level of service throughout our network."
"The key to the success of the Voice of Customer project is integrating the client’s internal systems with the online research software. The first experience with this survey software was so encouraging that Medicover Poland decided to transfer all the conducted research to the CustomerHero platform."
"CustomerHero is an intuitive, easy-to-use tool containing all the critical functionalities needed in the daily research process management. It provides a perfect overview of every customer-company touchpoint and access to the results in a simple, graphical form. Introducing a new questionnaire is simple and quick, which works well for ad hoc research."
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