CX research usually happens after the experience. Qualzy captures experience as it unfolds - at the touchpoints that matter, in the moments when the experience is real, with participants who haven't yet had time to rationalise or forget what actually happened.
Traditional CX research is retrospective. Post-purchase surveys and debrief interviews capture what consumers remember about an experience - which is itself shaped by recency, emotion, and the questions you ask. The touchpoints that frustrate most are often the ones hardest to remember and articulate in a structured survey.
Customer experience is also journey-shaped, not event-shaped. A single touchpoint survey misses how experiences accumulate, how early moments shape later ones, and how small friction points compound into customer churn. Understanding CX at depth requires research that maps the journey in sequence - as consumers move through it.
From real-time touchpoint capture to longitudinal tracking communities - Qualzy builds a complete, actionable picture of the customer experience across every stage of the journey.
Participants document each touchpoint in their customer journey as they move through it - the website visit, the store experience, the delivery moment, the customer service call. Participants access each task via a browser link on any device - mobile, tablet, or desktop. No app to install, no friction between the moment and the response.
Tasks can be timed or triggered at key experience moments - so participants respond when the experience is fresh and accurate, not hours or days later when memory has already filtered and reshaped what happened. Any device, any browser, no app required.
Run your CX community across multiple waves - tracking how the experience evolves as your team makes improvements. The same participants, the same journey, measured repeatedly over time - giving you a genuine before-and-after.
Give client stakeholders a live window into customer responses as they come in - without moderator involvement. Product teams, operations, and customer service can observe real customer experience feedback in real time.
Expose different customer groups to different activity sets within a single community - comparing CX across new customers and loyal customers, high-value and occasional users, digital-native and in-store shoppers simultaneously.
Open-ended video responses capture the emotional reality of a customer experience - the frustration, the delight, the resigned acceptance - in ways that satisfaction scores never can. See what your customers actually feel.
Every tool below is available within a single Qualzy project — mix and match activity types, AI capabilities, and analysis tools to build the exact research experience you need.
"Our clients live and breathe our projects, just like us. They love being able to see responses by consumers as they are being submitted… They can watch things live, which they love."
Adam Heptinstall, Senior Qualitative Insight Executive - Blue YonderBlue Yonder is a specialist R&D qualitative research agency based in Leeds, running in-home product trials and consumer insight studies for global FMCG brands. They use Qualzy's live observer access to keep clients engaged throughout fieldwork - seeing real consumer reactions as they happen, not weeks later in a debrief.
A CX research agency uses Qualzy to run longitudinal journey mapping communities - with participants documenting each experience touchpoint as it happens, video-recording moments of frustration and delight, and returning across multiple waves as client teams make improvements. The result: CX insight that drives actual change.
Real outcomes from customer experience communities - captured in the moment, across the full journey.
Tell us about your CX research challenge and we'll show you how Qualzy captures real-time journey feedback - across every touchpoint, with the depth to explain what your satisfaction metrics are telling you.