Voice of Customer

Truly understanding your users has become a decisive competitive advantage. At Henkan, we help you capture, structure and leverage the voice of your customers to turn every piece of feedback into a lever for product, marketing and business improvement. Thanks to a methodical approach to feedback, we enable you to align your decisions with real market expectations and build better, more sustainable experiences.

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Align your product decisions with the real expectations of your users thanks to the Voice of the Customer

At Henkan, we help you structure feedback collection and analysis programs to integrate the voice of the user into all your product, marketing and business decisions.

Thanks to robust VoC devices and analyses cross-referenced with your behavioral data, you can identify irritants, expectations and optimization levers more precisely, at every stage of the customer journey.

Our approach enables you to prioritize your initiatives more effectively, improve the user experience in a targeted way, and anchor a genuine customer culture at the heart of your organization.

Our Voice of Customers services

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Implementation of VoC tools

Deployment of solutions such as Usabilla, Hotjar, Qualtrics, Medallia
Configuration of satisfaction surveys, user feedback and bug detection
Integrate VoC data into your analytics and CRM ecosystems

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Design and launch of VoC programs

Design questionnaires tailored to customer journeys and business challenges
Setting up sampling plans and intelligent survey triggers
Steering collection campaigns and monitoring response quality

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Analysis and interpretation of VoC data

Quantitative and qualitative processing of user responses
Cross-referencing VoC insights with behavioral data (web analytics, conversion)
Definition of concrete action plans based on identified irritants and opportunities

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VoC Specialist in-house

Integration of a Henkan expert directly into your Product or Growth teams
Operational support for test design, deployment and analysis
Accelerated ramp-up in autonomy and test volume

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VoC maturity audit

Assessment of current collection and processing systems

Identify areas for improvement in feedback structuring and activation
Building an evolution plan to maximize customer and business impact

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Building skills in VoC

Training of Product, UX, Data and Marketing teams in feedback structuring and analysis
Acculturation to a continuous VoC approach integrated into product processes
Coaching on the use of insights to guide roadmaps and strategic priorities