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60 Ratings
45 Ratings
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Score 7.6 out of 100

UserTesting

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60 Ratings
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Score 8.9 out of 100

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • As mentioned earlier, transactional heavy web assets such as eStores are particularly strong candidates.
  • IBM CXA along with other, similar tools, is not set-and-forget. The solution must be well managed in order to deliver value. Purchase of the solution is one thing; driving analytic results is another. If a company's staff are not strong analytical thinkers, CXA will not help. IBM CXA is not just a technology platform - it is a basis to design strong customer touchpoints and interactions. You need to be customer journey design literate to get the best from this.
Chris Hall | TrustRadius Reviewer

UserTesting

UserTesting is an excellent tool for exploring customer sentiment for a variety of business challenges. From needs finding and design validation, to messaging tests and intercept surveys, their platform enables us to quickly and efficiently gauge the impact of our choices. And, most importantly, UserTesting can help save companies from themselves. When we first deployed UserTesting, a very senior executive sent an email regarding the visibility/obviousness of a core app feature. Normally, this would have led to weeks of meetings, emails, and production tests. Instead, a single test produced a chorus of customers stating they had no trouble finding the feature. Fire drill canceled.
Anonymous | TrustRadius Reviewer

Pros

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
  • It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
  • Data is captured and processed in real-time which reveal unknown issues as they are happening.
  • Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.
Nick Preese | TrustRadius Reviewer

UserTesting

  • UserTesting enables collection of qualitative data on what user experience design drives higher engagement and conversions and which site layout does poorly on engaging the customers of an e-commerce website or visitors to a website
  • UserTesting allows follow-up with participants who were part of a UX design test in-case their video recording of the testing session didn't articulate the test findings clearly due to technical issues.
  • UserTesting helps determine content strategy around new products by testing users who may have used those products already when they were customers of another similar business. So, we can implement engaging content which results in high sales.
Anonymous | TrustRadius Reviewer

Cons

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • More knowledge sharing sessions
  • UI/UX Improvements
  • More tooltips on icons
Anonymous | TrustRadius Reviewer

UserTesting

  • While the users are diverse, they are, after all, basically professional testers. This gives them a seed of information and a wide range of experience in dealing with different experiences, probably more than the average web user. The challenge here is that they may be "average web users" but are "expert user testers" and provide feedback that is deeper that you would expect from a general user. While this SEEMS good, it can lose focus on the areas that we're looking to target specifically.
  • For the users, UserTesting does require installing software. They mention using your own users via their platform, but it essentially goes through another tool and becomes a moderated test. While this is ok, it's something that we do ourselves anyway and don't really have use of their platform for.
  • There's no way to manage your team's permissions. Everyone gets added as an administrator. That doesn't have major impacts within our organization at current scale, but being able to limit permissions would be nice so we could better track and control who has access to doing user tests.
Jim Hostetler | TrustRadius Reviewer

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) 5.2
Based on 2 answers
I do not have power over contracts.
Anonymous | TrustRadius Reviewer

UserTesting

UserTesting 10.0
Based on 2 answers
We're currently using UserTesting on a pay-as-you-go format where we purchase credits when we get low and use them fluidly to run tests. This format works great for us since our testing cadence waxes and wanes through the phases of any given project. With this low barrier to us using the service, where we can use it as much or as little as we like, it's a no brainer that we would keep buying credits as they come up.
Jim Hostetler | TrustRadius Reviewer

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

UserTesting

UserTesting 9.0
Based on 18 answers
The overall usability is good for UserTesting. We have been able to get surveys up and running with minimal training and contacting customer support. The dashboard is a bit dated for our taste, but still useful. The website is intuitive to use and easy to understand. The feedback we receive is delivered in a manner that helps us greatly.
Anonymous | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

UserTesting

UserTesting 8.3
Based on 28 answers
Overall, the support is very prompt and helpful! I've had to contact them a decent amount for various minor issues and they're always really quick to get back to me. Definitely would and do recommend the support team to anyone.
Rachel Miles | TrustRadius Reviewer

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

UserTesting

UserTesting 10.0
Based on 1 answer
Not that I know of
Anonymous | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Added benefit
Anonymous | TrustRadius Reviewer

UserTesting

We like UserTesting's larger panel which helps us execute studies more quickly. We've also used it before we brought in tools for session replay and expanded QA teams to constantly test and monitor beta and GA releases to track stability. It's also great for running brand blind true intent studies.
Eric Mahlstedt | TrustRadius Reviewer

Return on Investment

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • The ROI question needs to be focused on clients and not our use internally. We leverage this as a platform for designing customer journeys for our clients.
  • The ROI case is far easier to make for eCommerce operators. Customer journey failings can be easily quantified and seemingly simple issues can generate large ROI outcomes. For web assets without a trading bias, ROI can be established using notional value attribution. For example, a lead for motor insurance that is lost can be costed based on average policy value over a typical lifetime; struggle on a customer self-service portal can be quantified on the cost of handling through a call centre; etc.
Chris Hall | TrustRadius Reviewer

UserTesting

  • Increased conversion rates.
  • Cost savings in the fact that we're getting feedback along the way instead of building the wrong product for our users.
  • One of our objectives is to talk to users, so this is an easy and accessible way to do that.
Anonymous | TrustRadius Reviewer

Pricing Details

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

UserTesting

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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