Listen at every moment, not only at the end of the journey

Design your customer's journey, decide what you need to understand at each moment, and choose a short Woku, CSAT, CES, or NPS interaction. Each interaction is designed to take less than 60 seconds.

Create the journeySee how it works

  1. Purchase

    CSAT

  2. Delivery

    woku

  3. First use

    CSAT

  4. Support

    CES

  5. Loyalty

    NPS

A survey at the end arrives too late

A single result blends what happened in purchase, delivery, use, and support. It tells you how the experience ended, but not where it started to change.

One survey at the end

One result for the entire journey, with no context to locate the source.

Listen by moment

One short signal in the context where each experience happened.

Design the journey around what you need to understand

Moments organize the experience. The question you need to answer defines the measurement.

  1. 1

    Order the moments

    Map your customer's actual path and order the moments you need to understand.

  2. 2

    Define what you want to understand

    Separate satisfaction, effort, recommendation, and open feedback so different questions do not get mixed together.

  3. 3

    Choose a short measurement

    Use the right tool at each moment and configure every measurement separately when you are ready.

The question defines the tool

The Woku platform includes four measurement tools: Woku, CSAT, CES, and NPS. Choose one based on what you need to understand at each moment.

woku

I want a rating and the reason behind it

Collect a rating and open feedback by text or audio.

1 to 5
CSAT

I want to know how satisfied they were

Measure satisfaction with an experience or product.

1 to 5
CES

I want to know how easy or difficult it was

Measure ease or effort for a specific action.

1 to 5
NPS

I want to measure likelihood to recommend

Measure loyalty through likelihood to recommend a company or product.

0 to 10

Create your customer's journey

Edit this starting point, change the order, and define what you need to understand. No account required.

This journey is created in your browser. Creating the journey also generates a public link.

  1. 1
    Tool:CSATSatisfaction with an experience or product
  2. 2
    Tool:wokuA rating with open feedback
  3. 3
    Tool:CSATSatisfaction with an experience or product
  4. 4
    Tool:CESEffort required to complete an action
  5. 5
    Tool:NPSLoyalty through likelihood to recommend a company or product

Add 1 to 10 moments, with names up to 60 characters.

Start with the moment that leaves you with the most questions today

You do not need to activate five measurements at once. Choose one moment, use a short question to understand what happens there, and expand the journey when your team can act on the answer.

  • Choose a decision you are making today with too little information.
  • Measure the person who experienced that moment, close to when it happened.
  • Add another moment once the first one already provides a useful signal.

Customer journey examples by industry

These examples show how different industries divide the customer journey into concrete moments to measure each one separately.

E-commerce

Measure each stage: purchase, shipping, delivery, after-sales, and loyalty.

  1. Purchase
  2. Shipping
  3. Delivery
  4. After-sales
  5. Loyalty

Education and training

Measure each session to understand the experience throughout the program.

  1. Session 1
  2. Session 2
  3. Session 3
  4. Session 4
  5. Session 5

Real estate

Measure the property-buying experience from the first viewing through handover.

  1. Viewing
  2. Quote
  3. Reservation
  4. Signing
  5. Handover

Sports clubs

Measure activities, facilities, and dining separately, and evaluate member loyalty.

  1. Membership
  2. Activities
  3. Facilities
  4. Dining
  5. Loyalty

What this map organizes, and what it does not

The builder helps you decide where to listen. Product configuration happens later, one instrument at a time.

Identity
Depending on the instrument and how it is distributed, a response may be anonymous or associated with a customer. Configuration is not the same for every measurement.
Context with trackers
Trackers let you label and filter measurements with identifiers from your systems. They do not build, order, or connect journey moments.
Activation
This map does not send measurements. Automating an event requires a compatible integration or API and an implementation review.
Woku account
Publishing a link creates an independent public copy. It is not saved or synced to a Woku account.

Frequently asked questions

Start with the first moment

Create the map now, then decide which measurement is worth activating first.

Create the journey