Customer story

LitBrains
Independent qualitative research agency · United States · Kids & teens specialist · 6-year partnership

"It isn't about features, Qualzy will continue to succeed
because they are good, honest people. I honestly feel that they care."

"Qualzy makes you feel heard."

Pam Goldfarb Liss, President, LitBrains
6 yrs
of continuous partnership, chosen over every alternative
24/7
support from a real named person, not a ticketing system
Daily
emerging themes sent to clients, with AI as a second check on what matters
20+ yrs
of Pam's experience moderating qualitative research
Download this case study

6 years. Kids and teens research. 24/7 real-person support.

Pam Goldfarb Liss has moderated qualitative research for over 20 years, and tried more platforms than she can count. She has stayed with Qualzy for six. Here’s why: 24/7 support from real named people (not a ticketing queue), AI that works as a second check on her own thinking, and journey mapping tools built for the way researchers actually think.

Share it with anyone who's been let down by a platform that was great in the demo and disappointing in the field.

6-year continuous partnership, chosen over every other platform tried in that period
24/7 support from a real named person for both researcher and participants
Qualzy's AI working as "another brain", picking up what the researcher may have missed
Journey mapping, ranking exercises, and custom task design built for how qual researchers work
The challenge

Platforms are getting more complicated. Research is getting harder, not easier.

Pam Goldfarb Liss has moderated qualitative research for over 20 years. She runs dozens of online projects a year on Qualzy Discussions (grocery chain studies, frozen food ethnographies, mobile diaries, shopping safaris) and has tried more platforms than she can count.

Her frustration: as platforms add AI and new features, they often become harder to use. Back-end complexity grows. Support disappears into automated queues. The platform stops feeling like a partner and starts feeling like an obstacle. She needed the opposite.

The differentiator
"The people"
"The Qualzy platform is the platform: intuitive, reliable, easy to use. But the people make it better." Pam has said this for six years. It hasn't changed.

"It isn't about features, Qualzy will continue to succeed because they are good, honest people. I honestly feel that they care."

Pam Goldfarb Liss, LitBrains
The solution

Researcher-first design.
The kind that actually means something.

Qualzy builds features that researchers actually need: journey mapping for decision path analysis, AI that checks and extends the researcher's own thinking, ranking exercises that work on mobile. These are features researchers asked for, rather than ones built for a sales deck.

When Pam needs to set something up in a specific way, she emails Qualzy and they design the task for her. When she has finished a long day of moderation, the AI picks up themes she might have missed. When her participants need help at 11pm, there is a real person to answer.

Journey mapping Card sorts and rankings AI as a second check 24/7 real-person support Custom task design Mobile-first activities
AI as a second brain

"It picks up things I missed. That's genuinely helpful."

After a full day of moderation, Pam synthesises themes. Then she checks them against Qualzy's AI. The AI doesn't replace her thinking. It checks and extends it, and now and then it picks up something she missed. The result: emerging themes delivered to clients daily.

"After I've talked to ten or more people in a day, I summarise the key themes in my head. Then I double-check with Qualzy's AI. Sometimes it picks up things I missed, which is really helpful. It's like having another brain."

Pam Goldfarb Liss, President, LitBrains

"The fact that Qualzy considers researchers and what they actually need… is unique from its competitors. It's a huge differentiator."

Pam Goldfarb Liss, President, LitBrains, US
The outcomes

Six years. The same answer every time.

  • Six years of continuous use, despite trying multiple other platforms throughout that period
  • AI key points extraction structured every response, making large volumes of data immediately navigable
  • 24/7 real-person support for both researcher and participants, named contacts, not a ticketing queue
  • Custom task design: Pam describes what she wants to achieve, Qualzy designs the task
  • Consistently simpler UX as new features are added, the opposite of competitors' experience

"When Qualzy adds something, I feel like it's less complicated. It's more user-friendly. A lot of [other platforms] are starting to get too complex on the back end."

Pam Goldfarb Liss, President, LitBrains
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