Studies is how the platform asks the organization when usage can’t answer.

Popscale · Studies

Understand what actually happens in and around the customer interaction.

Run qualitative Studies with AI and capture what customers and customer-facing employees experience, what creates friction and which ways of working are effective – through structured Interviews with entire audiences.

Structured AI interviews · Customers and employees · Shared findings

Example of a study

The Study

Purpose: Understand what makes the intake difficult and where the team needs support
Audience: Agents across the entire chain · anonymous participation
Interview guide: Four question areas with follow-up questions: the intake, the valuation, the follow-up, the difficult conversation
Execution: Individual voice interviews · invitation by email with reminders

The findings

Summary: A summary of what the audience described, written so it can be read by someone who didn't take part.
Key findings: Recurring patterns in the answers – what many describe as difficult, what the confident ones do differently.
Topic coverage: Which question areas were sufficiently covered and where more perspectives are needed.
Suggested actions: Concrete suggestions to take a position on – accept, dismiss or follow up.

Beyond the assumptions.

The customer interaction can’t be developed from headquarters through assumptions.

In a distributed business, the customer interaction happens far from whoever designs the offer, the process or the training. Headquarters may know how the way of working is meant to function. But the employees know what happens when the customer is standing in front of them. And the customers know how the interaction is actually experienced.

That’s why questions like these matter so much:

Which customer situations does the team find hardest?What do customers ask about again and again?Where in the customer journey does unnecessary friction occur?What works differently at the best units?What knowledge is missing when it's needed?Why do customers lose interest, trust or motivation?Which ways of working live with a few experienced people but not across the rest of the organization?

A Study helps you gather many perspectives on the same question – before you decide what should change or be trained.

Studies and Interviews.

An Interview is a conversation. A Study turns many conversations into a complete picture.

Each participant gets their own AI-led conversation. The AI follows the same interview guide, asks relevant follow-up questions and lets the person describe their experience in their own words. Then the conversations are read together. That makes it possible to see:

Recurring themesDifferences between roles, teams or regionsSituations several people describe the same wayDivergent perspectives that would otherwise disappearExamples and quotes that explain why something happensQuestions that need further investigation

Every person gets a conversation. The organization gets a larger body of findings.

Not a general research platform.

Studies is built for questions close to the customer interaction.

We use Studies to understand the things that help a customer-facing organization create better customer interactions.

Frontline Study

What actually happens out in the business?

Interview customer-facing employees about recurring customer questions, difficult situations, friction in processes, missing knowledge, objections and differences between the intended and the actual way of working.

Customer Study

How does the customer experience an important step in the customer journey?

Interview customers about, for example, a purchase or advisory meeting, onboarding, a service case, a complaint, a cancellation or a decision to choose or leave.

Best Practice Study

What do the best do differently?

Interview experienced employees, leaders or top performers about the questions they ask, what they notice, how they reason in difficult situations and which exceptions aren't in the manual.

Customer Journey Study

Where in the journey do we lose the customer?

Let several roles describe the same customer journey from their different perspectives and compare that picture with what customers themselves experience. That can surface gaps no single department sees.

Don’t just ask what people answer.

Understand why.

Surveys are good when you need standardized answers, scales and quantitative measures. Studies is useful when the answer requires people’s own words, examples, reasoning, follow-up questions, unexpected perspectives and context.

A survey can show that many are dissatisfied with a certain step. An Interview can help you understand what actually makes the step difficult.

Studies doesn’t replace surveys. It answers a different kind of question.

How it works.

From a question you don’t have the answer to, to findings you can act on.

Start with the question

Define what you need to understand about the customer interaction, the customer journey or the capability behind it.

Choose the audience

Who holds the perspective? Customers, customer-facing employees, managers, experts or several groups.

Build the interview guide

Create question areas with open questions, possible follow-up questions and criteria for when a topic is sufficiently covered.

Invite the participants

Send individual invitations by email or share a link. Participation can be identified or anonymous depending on the setup.

Run the Interviews

Each participant gets their own AI-led voice conversation. You can follow the status from invitation to completed interview.

Read the whole picture

The answers are compiled into shared findings with a summary, key findings, topic coverage and suggested actions to take a position on.

Hundreds of perspectives.

Without hundreds of manual interviews.

Qualitative interviews are valuable but traditionally hard to scale. Every conversation takes time, interviewers need to be booked, notes have to be structured and the material has to be compared. The more people you want to understand, the heavier the process becomes. Studies makes it possible to use the same structured interview process with a much larger audience.

Invitations you can follow

See who has received, opened, started and completed their interview.

Anonymous when the purpose requires it

A Study can be run identified or anonymous depending on which question you need to answer.

Context comes along

Role, team, region or other relevant context can make it possible to understand differences between groups.

Multiple languages

Interviews can be conducted in the languages supported in the setup, so the same Study can reach several parts of the organization.

Scale the conversations. Keep the question shared.

Study or Assessment?

Both use Interviews, but they do different jobs.

Study

You want to understand.

There isn’t necessarily one correct answer.

Example

Why do the store teams find the new campaign hard to explain?

Assessment

You want to assess.

There are defined criteria the participant’s answers are compared against.

Example

Can the employee explain the campaign’s terms correctly and handle the most common customer questions?

If the question has no right answer: Study. If there is an assessment framework: Assessment.

From Study to better customer interactions.

Understand reality first. Build the initiative after.

A Study doesn’t have to end in a report. Say you interview store managers across the entire chain. The answers show that product knowledge is largely in place, but that the teams struggle to explain the value when customers compare prices. Then you have a concrete development need. The next step could be to:

Structure the relevant knowledge in Knowledge
Build a Journey around explaining value
Train with Coaching and Roleplays
Activate the behavior with Challenges
Follow the training in Insights
Run a new Study when you want to understand the change

From tacit knowledge.

To something more people can use.

Studies can also be used to capture what the most experienced people do in the customer interaction. A chain may know that certain units succeed particularly well with onboarding, advisory or resolving dissatisfaction. But no one has really documented why.

A Best Practice Study can interview the people who do the job and capture how they think, which questions they ask, what they prioritize, which signals they react to and which variations and exceptions matter. After human review, that material can be used as input in Knowledge and the next Journey.

What sits with a few can become trainable for many more.

Input for decisions.

Not an automatic truth.

A Study helps you structure qualitative answers. It doesn’t automatically decide what the organization should do.

The respondents' words remain: Transcripts and relevant quotes make it possible to check the context behind a summary.
People review the findings: Key findings and suggested actions need to be weighed against other relevant knowledge and business data.
Anonymity and visibility should fit the purpose: A customer study, a best practice study and a sensitive employee study may need different setups.
A Study doesn't assess the participant: When the purpose is to assess an individual's knowledge or ability, the setup should be an Assessment with clear criteria and the right transparency.

Frequently asked questions.

About Popscale Studies.

What is a Study?

A Study is an organized qualitative investigation where you define a question and an audience and let AI conduct individual Interviews with each participant. The answers are then compiled into shared findings.

What is Popscale Studies built for?

Above all for questions that help customer-facing organizations understand and develop the customer interaction: customer perspectives, recurring customer situations, friction in the customer journey, frontline experiences and best practice.

What is the difference between a Study and an Interview?

An Interview is a single conversation. A Study organizes many Interviews around the same question and turns them into shared findings.

What is the difference between a Study and an Assessment?

A Study is used to understand perspectives and patterns when there is no given right answer. An Assessment is used when a person's answers are to be assessed against defined criteria.

How does a Study differ from a survey?

Surveys are good for standardized answers and quantitative measures. Studies are built on open questions and follow-up questions and fit when you need to understand reasoning, causes and examples.

Can we interview customers?

Yes. A Study can be aimed at customers when you want to understand a customer interaction, a step in the customer journey, a choice, a problem or an experience in a more qualitative way.

Can participants be anonymous?

Yes, where the setup supports it. The choice between identified and anonymous participation should be made based on the purpose and the information you need to collect.

What result do we get?

Shared findings with, for example, a summary, key findings, topic coverage and suggested actions. The individual interviews remain as the basis for review.

Does the result automatically become training?

No. A Study creates the findings. People review them and decide what should be done. The findings can then be used when Knowledge, Assessments or Journeys are planned.

How is a Study priced?

The interviews are based on usage and conversation time, not on traditional user licenses. The exact terms depend on your setup.

Book a demo.

What do you need to understand better about the customer interaction?

We’ll show you how a Study works – from interview guide and audience to shared findings you can use when developing the customer interaction. Before we talk, feel free to think about which question you currently mostly hear anecdotally or have to guess at.