User research that tells you why customers don't buy
Customer Insight Study
We’ll interview and observe 5–6 of your real customers as they use your website.
You'll hear, in their own words, what confuses them, what makes them hesitate, and what would make them say yes.
From SGD1,500 + participant incentives at cost · 2-3 weeks · 100% real people, no AIWho it’s for
This is for you if…
Tried everything
Redesigned, still stuck
New look, same results
Tweaked, still guessing
Changes made on hunches, not evidence
Spent on ads
Traffic went up, enquiries didn't
Big decision ahead
Launching something new
Test it with customers before you invest
Changing your pricing
Hear how customers really react
Rebuilding your website
Know what customers need before you brief
Want the real why
Had an audit already
You know what's wrong, now find out why
Mixed feedback
Opinions from your team don't agree
Customers stay quiet
People leave without ever telling you why
The only people who can tell you why customers leave are your customers. We make sure you hear them.
What’s included
What’ll happen
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We’ll speak with your existing customers, or recruit people who match your ideal customer. Every participant is a real person, never an AI persona or simulated user.
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5–6 live sessions of about 45 minutes each, held online. We’ll ask about their needs and decisions, then watch them use your website and think aloud.
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We’ll review every session, find patterns across customers, and pinpoint the real reasons people hesitate, get stuck or leave.
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Every finding comes with a practical fix for design, content or SEO, prioritised so you know what to do first.
What you get
Customer Insight Report
A clear, visual report covering what customers said, what they did, and why it matters for your business.
Key Session Highlights
Short clips and quotes from real customers, with permission, so you hear it straight from them.
Prioritised Fix Plan
Your fixes ranked by impact and effort, ready to act on or hand to your designer.
A 60-minute follow-up call
We’ll walk through everything together and plan your next steps.
How it works
01: Kick-off call. 30 minutes to understand your business, customers and goals.
02: Recruit. We’ll line up 5–6 customers who match the people you want to reach.
03: Sessions. We’ll run one-on-one sessions and watch your website through their eyes.
04: Analyse. We’ll find the patterns and the real reasons behind them.
05: Share. You receive your report and fix plan, and we go through it together.
Book a Customer Insight Study within 30 days of your Website Clarity Audit and your audit fee is credited in full.
The audit shows you what might be wrong. The study tells you why.
Already had an audit?
Frequently Asked Questions
still have questions?
take a look at the FAQ or reach out anytime.
when you’re feeling ready, go ahead and book a call.
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User research means talking to and observing real customers to understand how they think, what they need and where they get stuck.
It replaces guesswork with evidence, so you make changes you know will work.
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5–6 customers is usually enough to uncover most major issues. Research consistently shows that a small number of sessions reveals the patterns that matter most.
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A Kleaarity Customer Insight Study starts from S$1,500.
It includes recruitment, 5–6 customer sessions, analysis, a full report and a findings session.
Participant incentives are charged separately at cost.
You'll receive a fixed quote before we begin.
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Yes. Customers who join a session receive a small thank-you, usually a SGD$20 to SGD50 voucher each.
This is charged at cost, with no markup, and agreed with you upfront.
Fair incentives mean participants show up, take it seriously and give honest feedback.
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No problem. We can recruit people who match your ideal customer (at an additional cost), so you still hear from the right audience.
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No. Every insight comes from live conversations with real people, analysed by a researcher with years of UX research experience.
AI can guess what customers might think. Research tells you what they actually think.
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Usability testing means watching people use your website to see where they struggle.
User research is broader and includes understanding needs, motivations and decisions.
A Customer Insight Study combines both.
book your customer insight study
tell us a little about your business. we'll reply within 1 working day to arrange a short kick-off call.
No obligations.