tl;dr
We guide you through the entire survey process, from defining clear goals and aligning on key questions, to setting up the platform and designing the employee experience. By combining a science-based approach with practical support and early, transparent communication toward employees, we help you achieve higher response rates, more reliable insights and a smoother overall experience.
Introduction
Starting with a new platform can sometimes feel overwhelming but onboarding doesn’t have to be complex or time-consuming. With the right structure and guidance, it can be a smooth, clear and even enjoyable experience.
After signing the service agreement contract, many clients ask the same question: What happens next? This guide is here to answer exactly that. It will walk you through the onboarding journey, helping you understand each step and what you can expect along the way.
Our goal is to give you a clear picture of what follows after the sales phase, while ensuring you feel confident and supported throughout the entire process. You won’t be navigating this alone — your dedicated Customer Success Manager will guide you every step of the way.
While every onboarding is tailored to fit the size and complexity of your organization, the foundation remains the same: a structured, transparent process designed to set you up for success without unnecessary stress. In most cases, onboarding is completed within a few weeks (typically 3–6 weeks), not months.
Phase 1: Start & introduction
The onboarding journey begins with setting a strong and secure foundation.
First, we take care of the administrative framework. Following your agreement with our Sales team, we finalize all necessary documentation, such as the Service agreement contract and Data Processing Agreement (DPA) if needed, to ensure everything is aligned from a legal and security perspective.
At the same time, you’ll be introduced to your dedicated Customer Success Manager (CSM). From this point on, you’re not navigating the platform on your own. Your CSM is your main point of contact, guiding you through the entire process, answering any questions and making sure your onboarding experience is smooth and successful.
This phase is all about clarity, alignment and knowing you have the right support from day one.
Phase 2: Alignment & onboarding kick-off
Before moving into setup, we focus on aligning expectations and giving you a clear, structured overview of the entire onboarding journey.
We start with a dedicated kick-off session led by your Customer Success Manager. During this session, we walk you through all onboarding steps, timelines and responsibilities, ensuring you have full clarity on what to expect and when.
Together, we align on:
- Key goals and what you want to achieve with the survey
- Desired timeline and important milestones
- Roles and responsibilities on both sides
- Any specific requirements, challenges or expectations
This session is designed to give you a complete picture of the process upfront, so everything feels predictable, organized and easy to follow.
Following the kick-off, your CSM provides all necessary materials and documentation — including detailed guidelines, templates and next steps, so you have everything you need in one place.
Our approach is grounded in organizational psychology, ensuring that your survey is not only well-structured, but also delivers reliable and actionable insights.
By the end of this phase, you’ll have a clear roadmap, defined responsibilities and full confidence in how the onboarding will unfold.
Phase 3: Guided setup
With a clear plan in place, we move into the setup phase where your survey is prepared for launch, with your Customer Success Manager leading the process throughout.
While several steps take place behind the scenes, your involvement remains focused and well-defined. We guide you through everything with clear instructions, templates and ongoing support, so the process stays simple and efficient.
Data preparation (your main input)
This is the key contribution from your side, and we make it as straightforward as possible. With our guidance, you will:
- Prepare employee data and define your organizational structure
- Align on survey languages and distribution methods (email, SMS, QR codes)
- Define any additional filters or segmentation needs
- Select relevant industry and market benchmarks
Your CSM supports you throughout this step to ensure everything is accurate and ready for setup.
Setup & customization (handled with you)
Once the data is prepared, we take care of the platform setup together:
- Importing employee data and configuring the platform
- Customizing invitation and reminder messages
- Adding and translating any custom survey questions
- Aligning technical details if needed (e.g. email domains, IT setup)
Testing & final adjustments
Before launch, we run a technical test to confirm everything works as expected. This also gives HR managers a clear preview of how the survey will look once launched, leaving room for final adjustments if needed. In larger organizations, we additionally conduct a pilot survey on a sample of employees, allowing us to validate both the technical setup and the employee experience before rollout.
We also recommend early communication with employees, including sharing our guidelines that explain anonymity, the purpose of the survey and how the process works. This ensures employees feel informed and reassured in advance, helping to build trust, improve response rates and create a more positive overall survey experience.
Final alignment before launch
We define the survey timeline and make sure everything is ready for a confident and error-free launch.
Throughout this phase, your Customer Success Manager leads the process, shares best practices and ensures everything is set up for maximum participation and impact without unnecessary complexity on your side.
Phase 4: Survey kick-off
This is the moment your survey goes live.
Once everything is set up and tested, the survey becomes active and employees can start sharing their feedback. From this point on, the focus shifts to participation and engagement.
To support this, the platform automatically sends automatic smart reminders — either to employees who haven’t responded yet or to all employees, depending on the agreed approach.
Throughout the process, you and your Customer Success Manager closely monitor the response rate and stay aligned on progress. If needed, additional reminders or adjustments can be made in alignment with you to ensure strong participation.
Phase 5: Results & action
Results presentation
We organize a session where we walk you through the platform, explaining key features, insights and how to interpret the data collected. This ensures you feel confident navigating the results independently.
Manager access (Enterprise package)
For larger organizations or those with more complex team structures, we recommend using Manager View, which defines access levels and ensures that managers can view relevant data for their teams. This way, managers have direct visibility into results for their own teams, making it easier to track performance over time and monitor future trends.
From insights to action
Based on the results, the next step is to define clear actions and priorities. While internal communication and action planning are typically led by your team, we can support you by sharing best practices and, if needed, connecting you with trusted partners who specialize in facilitation and action planning.
For clients with the Enterprise package, Luppa AI can take this a step further by analyzing your results and generating a tailored summary with step-by-step recommended action plans. It can adapt suggestions to your budget, employee work setup (remote, on-site or hybrid) and provide details on timelines, responsible parties and all resources needed to implement the plan effectively.
Phase 6: Long-term partnership & support
Our collaboration doesn’t end with the survey.
Your feedback matters
To continuously improve your experience, we conduct a satisfaction check-in a few months after the survey giving you the opportunity to share your feedback and suggestions.
Ongoing support
Throughout our collaboration, we remain available for any questions, advice or guidance. Whether it’s sharing best practices, planning next steps or preparing future surveys, your Customer Success Manager is there to support the entire journey.
First impressions that matter: What our clients say
Our clients consistently highlight how smooth and supportive the onboarding process is with Luppa. From personalized guidance by your Customer Success Manager to practical tips on survey setup and employee communication, organizations appreciate how we make the process simple, transparent, and tailored to their needs.
Here’s what some of them have shared:
The entire collaboration was at a very high level from the beginning. Communication was very very pleasant and everything went according to plan.
Jelena Jelinić Cvirn, HR Director, HSM
Working with Luppa has been an outstanding experience. Openness to feedback, willingness to improve and adapt and a high level of collaboration and accessibility from the team. Especially we would like to highlight our CSM, who is always available year after year for any questions or support, and with whom we have an exceptionally pleasant and enjoyable collaboration
Antonija Juraga, HR Development Specialist, JGL
The most significant aspects of our partnership included the recognition we received for our results and the highly effective follow-up onboarding process, which the Luppa team managed well.
Martina Škaro Boboš, Office Manager/HR, SeekandHit
Conclusion
If you’d like to learn more or see how it works in practice, feel free to reach out or book a demo-we’d be happy to walk you through it. Want to create a feedback culture where employees feel heard and engaged? Continue reading our blogs to learn more.
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