CX & CUSTOMER INSIGHTS
What really drives promoters and detractors? Turn scattered opinions into clear, actionable improvements.
You already have your satisfaction scores. What you often don't have is a clear understanding of what's behind them. Bilendi Discuss combines qualitative exploration and co-creation with quantitative validation to give you the complete picture, all in a single step.
Contact us
Measure what matters, and find out why
Start with the numbers, then go deeper
The screener captures satisfaction ratings and key behavioural data — establishing a quantitative baseline before the qualitative phase begins. Participants then walk you through their actual experiences: the moment a support interaction went wrong, the onboarding step that nearly made them quit, or the small detail that turned them into an advocate. Every story can be connected to a score, so you can see exactly where experience breaks down and where it delights.
Attribute experience drivers to specific customer segments
Because profiling and segmentation data are captured from day one, you can distinguish between the pain points of high-value loyalists and the friction that's pushing at-risk customers toward the door. This isn't generic CX feedback — it's insight you can prioritise by segment, by journey stage, and by business impact.
Capture the experience as it happens
Collaborative
Web portal
Ideal for collaborative workshops, the Web Portal lets customers react to proposed improvements, build on each other's ideas, and prioritize fixes. This group dynamic helps validate shared pain points and shape collective solutions. It equips CX teams, consultancies, and brand managers with actionable, data-backed recommendations grounded in real customer input.
Find out more
Individual
Messaging
Perfect for ongoing CX tracking and diary studies, the Messaging format captures in-the-moment feedback — like photos, voice notes, or videos — across multiple touchpoints. Because customers use their existing messaging apps, the barrier to sharing is nearly zero, ensuring authentic reactions are captured while the experience is still fresh.