Customer interviews
Hear what happened. Understand what to build next.
A feature request is the beginning of a conversation. PaidInsight helps you ask about the situation behind it: what the customer was trying to do, how they handled it, and where the current approach fell short. Penny, the AI phone interviewer, follows up for specifics.
$15.00 USD per interview at the default reward. No subscription. See pricing.
Product Discovery
Study setup
One-sentence goal
I want to understand how our customers actually use the reporting dashboard and where they get stuck
- Product
- Reporting dashboard
- Audience
- Our customers
Interview focus topics
- report creation workflow
- dashboard navigation patterns
- custom metric configuration
- data filtering and segmentation
- report export requirements
- data freshness and accuracy
- team report sharing
- integration data gaps
No sign-up to look around.
Start with a decision
When this study is useful
Use customer interviews when you need to understand a problem before committing to a solution. For example: customers ask for a better reporting dashboard, but you need to know which decisions they are trying to make and why their current workaround fails. Start there before asking them to rate a proposed feature.
Who to invite
- Invite people who have recently done the task you want to understand. A current user can describe experience; a potential buyer can describe an existing problem or alternative.
- Choose a focused audience before comparing patterns. If you include buyers, administrators, and daily users, keep their different roles in mind when interpreting their answers.
- You supply the participants. PaidInsight helps run the interviews; it does not recruit a representative market sample for you.
Interview preparation
Questions worth exploring
Use these examples to sharpen your goal. PaidInsight designs an interview around your study; these are not a fixed script.
- Tell me about the last time you needed to do this. What started the task?
- What tools or people did you turn to, and in what order?
- Where did you get stuck? What did you do to get around it?
- What happened because of that difficulty? Can you give me a specific example?
What to look for in the report
Needs behind requests
Explore the jobs, constraints, and workarounds described across interviews. Use supporting accounts to distinguish a repeatedly described problem from an isolated suggestion.
Evidence to discuss together
Bring an editorial report to a product or customer-success discussion. Review the findings with their linked evidence so colleagues can inspect the basis of a recommendation.
A clearer next question
Decide whether to explore a problem further, test a proposed solution, or investigate a different customer group. Research can narrow an uncertainty without producing a feature commitment.
Turn a finding into a next step
Take one promising problem into your next product decision. Check it against behavioral data, support requests, or direct observation, then test a small solution. If the question is specifically about first-week friction or satisfaction, choose the Onboarding & Activation or Customer Satisfaction study type instead.
What the interviews can establish
Phone interviews capture what people say about their experience. They do not record screens or observe usability tasks, and stated interest does not prove willingness to pay. Use observation, product data, or a buying test when the decision depends on those forms of evidence.