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In-the-moment experiences
Participants document real interactions with your brand as they happen, from first contact through onboarding, service, and beyond.
User Experience solutions
Customer Experience
Boost satisfaction by understanding every friction point and delight moment.
Customer experience research with incling goes beyond NPS scores and satisfaction surveys. By capturing real interactions across the full customer journey, you uncover the touchpoints that drive loyalty and the friction that silently erodes it.
Customers rarely complain. They simply do not come back.
The approach
How it works in practice
In-the-moment capture, multi-touchpoint tracking, friction diaries, and longitudinal satisfaction across the full customer journey.
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Multi-touchpoint tracking
Map the full customer experience across physical and digital channels, capturing how satisfaction and sentiment shift at each interaction.
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Pain point and friction diaries
Ask customers to document moments of difficulty, confusion, or frustration in their own words and through photo and video, making the invisible visible.
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Longitudinal satisfaction tracking
Follow the same customers over time to understand how experience and loyalty evolve, and what drives the shift from satisfied to advocate, or from frustrated to churned.
Why incling
Why incling beats traditional research
Surveys capture a score, not the story behind it. In-moment, cross-channel capture shows where loyalty is really won or lost.
Traditional CX research
Surveys capture satisfaction scores, not stories
Post-event recall distorts findings
Limited visibility into cross-channel journeys
Difficult to understand the drivers of churn
incling Online Communities
Rich narratives reveal the real experience
In-moment capture preserves emotional truth
Tracks experience across all touchpoints
Longitudinal design captures the churn journey
Outcomes
What you will uncover
A blueprint for the experience improvements that actually move loyalty.
Friction hotspots
The specific touchpoints where your experience breaks down, creating frustration, delay, or disengagement.
Delight moments
The interactions that genuinely surprise and satisfy customers, worth protecting and amplifying.
Loyalty drivers
The customer experience factors that are most strongly linked to retention, advocacy, and long-term customer value.
CX and UX improvements
A satisfaction blueprint that informs both digital and physical experience improvements, from app onboarding to the moment of delivery.
Mapping the digital-to-kitchen journey with HelloFresh
Retention for HelloFresh hinges on the leap from a slick app to a real kitchen. A two-phase study with 92 participants watched 47 of them sign up and order, then followed the cooking itself, revealing where digital friction and real-world barriers threatened long-term satisfaction.
Read the story
Navigating FinTech and Payment Journeys with Trinity McQueen
SME owners walked through real B2B payment journeys to expose adoption friction.
Read the storyKeep exploring
Related solutions
User Experience
See your product through your users' eyes, in real time. Capture how people navigate, interact with, and feel about your digital and physical products.
Localisation Research
Make your brand resonate in every market and in every language. Go beyond translation with culturally grounded insight across markets.
Ready to see incling in action?
Talk to the team about your research challenge and see how customer experience could work for your project.