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Feedback.

Independent research studio

The feedback yourdashboards willnever show you.

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Analytics tell you that a third of your trials stop on day two. They will never tell you why. We go and ask — your users, your churned users, and the people buying from your competitors — then hand back what they actually said.

Start a study→See how it works
Fieldwork
Remote, worldwide
Languages
English & Russian
First findings
Week two
Confidentiality
NDA by default
Service owners we work with
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01Approach

Most teams measure behaviour and then guess at motivation.

Numbers tell you what happened. People tell you why it happened.

Product analytics are a record of outcomes. They show the drop-off, the unfinished onboarding, the plan nobody upgrades to. What they cannot show is the reasoning that produced any of it — the comparison a buyer made in their head, the sentence in your pricing page that read as a trap, the workaround someone has quietly used for a year.

We work the other side of that gap. We recruit the people who actually use your service, sit with them, and ask until the reason is clear. Then we do the unglamorous part: transcribe everything, tag it, count how often each theme appears, and separate the loud complaint from the common one.

What you get back is not a mood board of opinions. It is evidence — in your users' own words, weighted by how many of them said it, and pointed at a decision you are already trying to make.

02Products

Software that keeps listening after we leave.

Two tools we build and host. Run them on their own, or as the standing layer under a study.

01Platform

Feedback Tracker

Every piece of feedback about your service, in one searchable stream.

Format
Hosted platform
Best for
Feedback scattered across five places
Pairs with
Instant Feedback

Reviews, in-app widgets, support tickets, app-store ratings and social mentions land in a single inbox instead of five. Each item is tagged by theme, sentiment and account, then filed next to the release it belongs to, so a spike in complaints has a version number attached. Theme trends show what is growing week over week; alerts fire the moment a new one appears. The point is simple: the pattern should reach your team before it reaches your churn rate.

  • One inbox for reviews, tickets, widgets and social mentions
  • Automatic tagging by theme, sentiment and customer segment
  • Theme trends tied to releases, plans and cohorts
  • Alerts to Slack or email when a theme starts climbing
  • Exports and an API, so the data stays yours
02In-product

Instant Feedback

One question, asked at the exact moment it matters.

Format
Web and in-app SDK
Best for
Checkout, cancellation, support moments
Pairs with
Feedback Tracker

A lightweight prompt fires at the moment worth asking about — right after checkout, a cancellation, a support chat, or the first time something works. It asks a single question, takes a rating and a sentence, and gets out of the way in under five seconds. Because it arrives in context rather than in an inbox three days later, people answer, and they answer specifically. Follow-up questions branch on what they said, and every response lands live in the Tracker.

  • Triggers on real events, not on a weekly email schedule
  • One question, five seconds, no login wall
  • Branching follow-ups that dig into the answer given
  • Response rates email surveys do not reach
  • Live into Feedback Tracker, Slack, or your own webhook
03Solutions

Work we run for you, start to finish.

Where the tools are not enough, we go into the field ourselves — with our own researchers, our own recruiting, and our own shoppers.

01Research

Feedback Collection

A study run end to end, from recruiting to the readout.

Format
Fixed-scope engagement
Typical length
Three to five weeks
Best for
A decision analytics cannot settle

You bring the decision you are trying to make. We build the sample — your active users, the ones who left, or the people paying your competitor — and go and talk to them. Interviews, surveys and diary studies, all recorded, transcribed and tagged. What comes back is a verbatim library you can search, the themes ranked by how often they came up, and a short list of changes in the order we would make them. The readout is a working session with your team, not a PDF that gets filed.

  • Recruiting your users, churned users, or a competitor's
  • In-depth interviews, surveys and diary studies
  • Full transcripts, tagged and searchable
  • Themes counted and ranked, not cherry-picked
  • Prioritised recommendations, delivered as a working session
02Service

Mystery Shopper

We become your customer and document every step.

Format
Scheduled shopper runs
Coverage
Your funnel, or a competitor’s
Best for
Seeing what customers actually get

Trained shoppers go through your service exactly as a real buyer would: find you, sign up, pay, ask support for help, then try to cancel. They work from a scorecard you approve, in the markets and on the schedule you choose, and document the whole run with recordings, screenshots and timings — including the parts of your funnel nobody on your team has touched since launch. The same script can be run against a competitor, which is usually the more uncomfortable report.

  • Signup, purchase, support and cancellation flows, end to end
  • Scorecards you approve before anyone goes in
  • Recordings, screenshots and step-by-step timings
  • Chosen markets, languages and devices
  • Repeatable runs, so you can prove a fix actually landed
04Process

Four steps. No discovery theatre.

  1. 01

    Scope

    One call to agree the decision this research has to serve, who we need to hear from, and what would change your mind. You get a written plan and a fixed price before anything starts.

  2. 02

    Recruit

    We build the sample and handle screening, scheduling, incentives and no-shows. If your own users are in scope, we can reach them through your product; if not, we source them ourselves.

  3. 03

    Field

    Interviews, surveys, shopper runs. Everything is recorded and transcribed as it happens, and you get a short signal note at the halfway mark — long before the final readout.

  4. 04

    Deliver

    Themes ranked by frequency, evidence attached to each one, and a prioritised list of changes. We present it live, argue about it with your team, and leave the raw material with you.

05Deliverables

What lands in your inbox.

  • 01

    Verbatim library

    Every quote, searchable and attributed to a segment.

  • 02

    Tagged dataset

    Themes, sentiment and segments as data you can re-cut yourself.

  • 03

    Findings readout

    A live session with your team, recorded, plus the deck.

  • 04

    Priority list

    The changes worth making, in the order we would make them.

  • 05

    Raw material

    Recordings, transcripts and screenshots. Yours to keep.

06Selected work

Studies we have run.

143
Studies delivered
28,500
Verbatims collected
32
Markets covered
68%
Clients who run a second study
Sector — placeholder

What the study was asked to answer

One or two sentences on the decision at stake and how the study was built.

Outcome — the change it led to

Sector — placeholder

What the study was asked to answer

One or two sentences on the decision at stake and how the study was built.

Outcome — the change it led to

Sector — placeholder

What the study was asked to answer

One or two sentences on the decision at stake and how the study was built.

Outcome — the change it led to

Placeholder entries — swap for real engagements in src/content/site.ts.

07FAQ

Questions we get asked first.

01

How long does a study take?

A focused study runs three to five weeks: roughly a week to scope and recruit, two weeks in the field, and a week for analysis and the readout. You see a signal note at the halfway point, so you are never waiting in silence. Mystery shopper runs and Instant Feedback deployments are faster — often live within days.

02

How do you find respondents?

Three routes, depending on who you need. Through your own product, where we prompt the exact segment you want to hear from. Through the communities and social platforms your audience already uses, where we recruit and screen directly. Or through panels, when you need a specific market or job title fast. Screening, scheduling and incentives are all handled by us.

03

Can you research people who use a competitor?

Yes, and it is one of the most useful things we do. We recruit users of the services you compete with and ask them about their choice, their frustrations and what would move them. Our mystery shoppers can also run your script against a competitor's funnel.

04

Do you work under NDA?

By default. We sign yours, or send ours if you prefer. Respondents are consented and anonymised, recordings are stored on our infrastructure for the term you specify, and the raw material is handed over at the end of the engagement.

05

Do we have to buy the software to work with you?

No. Feedback Tracker and Instant Feedback stand on their own, and so do the studies. They are better together — a study tells you what is wrong now, and the tools tell you whether the fix worked — but nothing is bundled.

06

What does it cost?

Studies are priced per engagement, fixed before we start, based on sample size and how hard the respondents are to reach. Products are priced per month by volume. Write to us with what you are trying to decide and you will get a scope and a number, not a sales sequence.

08Contact

Tell us what you need to find out.

One email is enough to start. Describe the service and the decision in front of you — we reply within one business day with either a scoped plan or an honest note that we are not the right studio for it.

Write to us directly
[email protected]
What happens next
  1. 01You write, in as much or as little detail as you have.
  2. 02We reply within one business day — or say it is not for us.
  3. 03You get a written scope and a fixed price before anything starts.

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