Every response in one inbox
Filter every answer from every survey and channel by score, sentiment, theme, urgency, country, page or customer, and save the views each team needs.
Voice of the customer
Every customer conversation, in one place your team can act on
Ask customers on your website, in your app, by email and in person, and bring every answer into one inbox and one set of themes. Usertick reads each comment, shows what changed across every survey and sends each answer to the team that owns it.
A voice of the customer program that runs itself
A voice of the customer (VoC) program collects what customers say across the moments that matter, reads it into a few clear themes, shares it with the teams that can act, and closes the loop. Most programs stall at the reading: hundreds of comments a week in a spreadsheet nobody has time for.
With Usertick, each survey runs where its moment happens, on the site, in the app, in an email or behind a QR code, and every answer lands in one inbox. The AI files every comment into the same categories and themes, so "delivery delays" means the same thing on the website survey and the email survey.
The Overview page writes what changed across every survey and what to do about it. Dashboards and scheduled reports keep each team up to date, and workflows send every answer to Slack, Jira, Zendesk or HubSpot, where the work happens.
- Plans
- Every channel, the inbox, AI reading and dashboards on every plan, the free plan included
- Channels
- Website, in-app, email, link and QR code, and chat
- Metrics
- NPS, CSAT and CES, each with its change from the period before
- Sharing
- Dashboards for the whole team, scheduled reports from Pro
Listen where customers already are
Each survey runs at its own moment, and every answer meets in one inbox.
On your website
Ask at the moments that matter on the site, such as checkout or the pricing page, with a popup, a side tab or a question inside the page.
Inside your app
Ask signed-in users, and pass their ID and traits with Usertick.identify(), so every answer belongs to a person and an account.
By email
Send a quarterly NPS or a support follow-up to a list, with the first question inside the message, now or on a schedule.
In person, behind a QR code
Print a QR code for a store, a table, a room or an event. Give each location its own copy of the survey, or a question that names the place, so each location's answers can be read on their own.
One way of reading every answer
The same categories, themes and filters for every survey in the program.
One list of themes for the company
Every written answer is filed into your organization's categories and themes, started from a pack for your industry, so a theme means the same thing everywhere.
What changed, across every survey
The Overview page reads every survey together and writes what changed, what to do and how to improve your surveys, once a period has 30 responses. Each survey's Results page does the same for that survey, with its scores against the period before.
Share the voice of the customer with every team
Put what customers say in front of the people who decide, on a schedule.
Dashboards for each team
Build a dashboard from cards such as NPS, CSAT, themes and comments, share it with the whole organization or with chosen people, and pin it for everyone.
Reports that arrive by themselves
Send a survey or a dashboard as a PDF to email, Slack or Microsoft Teams every day, week or month. Pro and above.
Alerts when a number moves
Set a line for NPS, an average score, urgent responses or complaints, and post to Slack or Teams once it is crossed. Every plan.
Close the loop in your tools
Send each answer to Jira, Linear, Zendesk, Productboard or HubSpot, one issue per theme when you want it, with status in sync. Every plan.
How to build a voice of the customer program with Usertick
Four steps from the first survey to a program that reports itself.
- 1
Pick the moments
Choose the few moments that matter most, such as checkout, a support case and a quarterly check-in, and start each from a template.
- 2
Place each survey
Run each one in its channel: on the site, in the app, by email or behind a QR code, with targeting that keeps customers from being asked too often.
- 3
Agree on the themes
Check your organization's categories and themes once, so every survey files answers the same way.
- 4
Share and act
Build a dashboard for each team, schedule a weekly report, and add workflows that send answers to the people who fix things.
How to run a voice of the customer program that lasts
Six habits that keep the program small enough to run and useful enough to keep.
- 01
Start with three moments
A purchase, a support case and a regular check-in cover most of the relationship. Add more once those run on their own.
- 02
Use one metric per moment
CSAT for a moment, CES for a task and NPS for the relationship, each asked the same way every time.
- 03
Space the surveys out
Use earlier survey and repeat rules, so a customer answers one survey at a time.
- 04
Read themes before single comments
Decide from what many customers say. A single sharp comment is a ticket, and a growing theme is a priority.
- 05
Give every answer an owner
Route answers to the teams that own each part of the experience, and track them to Resolved in the inbox.
- 06
Tell customers what changed
When a theme leads to a fix, say so in your release notes or your next email, so customers see that answering leads somewhere.
Templates and questions for a voice of the customer program
Start from the templates most programs begin with, and change any question.
Templates
Browse all templatesNPSNet Promoter Score (NPS)Measure how likely customers are to recommend you, and hear the reason behind each score. Send it every quarter by email or in the app to track loyalty over time.
CSATCustomer satisfaction (CSAT)Find out how satisfied customers are with a purchase, a visit or a support conversation. Send it within 24 hours, while the experience is still fresh.
Customer effortCustomer effort (CES)Measure how much effort it took customers to get what they needed. Show it right after a support ticket is solved, a checkout or a setup step.
RetentionQuarterly check-inA short quarterly check on how the relationship is going, the value customers get and what to focus on next. Send it by email at the start of each quarter.
Questions from the library
Browse the question library- How likely are you to recommend us to a friend or colleague?NPS · Satisfaction
- How satisfied are you with your overall experience?Stars · Satisfaction
- How easy was it to get what you needed?Customer effort · Satisfaction
- What would make your experience a 10 out of 10?Text · Satisfaction
- Was your issue resolved?Yes / No · Support
- Tell us what happened in your own words.Text · Complaints and escalation
- What has to be true for you to stay another year?Text · Renewals and staying
- What do you say about us when you recommend us?Text · Referrals and word of mouth
Frequently asked questions
Voice of the customer (VoC) is the practice of collecting what customers say about their experience, reading it for patterns and acting on it. A VoC program usually combines surveys at key moments, a way to read open comments at scale, and a routine for sharing findings with the teams that can act.
Your website and web app, email, survey links and QR codes, each with an optional chat layout. Each survey runs in one channel, and every answer from every survey lands in the same inbox and the same set of themes.
No. Usertick reads the answers to its own surveys. Feedback in review sites, help desk tickets or calls stays in those tools, and your surveys can ask the same customers at the moments those tools cover.
Each written answer is read as it arrives and given a category, a theme, a type and a sentiment, and each response an urgency and a customer risk, in any language and on every plan. The written readings on Results and Overview are in English.
Most programs track NPS for the relationship, CSAT for single moments and CES for tasks. Usertick works out each one from its own question and shows it beside the period before, and the themes behind them explain the change.
Build dashboards and share them with the whole organization or chosen people, and from Pro, send a survey or a dashboard as a PDF to email, Slack or Microsoft Teams on a schedule.
Give each answer an owner and a status in the inbox, and on every plan, send answers to Slack or Teams with buttons to assign them. Workflows can also open Jira, Linear or Zendesk issues that sync their status back, and add tasks for account owners in HubSpot.
Use repeat rules on each survey, such as once every 90 days, and earlier survey rules that skip anyone who answered another survey recently, on 1 survey on Free and on every survey from Starter.
Yes, with limits. Every channel, the inbox, AI reading, one dashboard and 1 workflow per survey come with the free plan, with 150 responses a month and 3 surveys. Starter adds more workflows and alerts, and Pro adds unlimited surveys and dashboards and scheduled reports.
Listen better, act faster, and build what truly matters.
Start free, see what your customers mean, and get each answer to the person who can act on it.
- 150 responses a month on Free
- Every channel and AI analysis
- No card needed