Custify vs UserTesting

• As many health scores as you want per account on one screen.
• As many lifecycles as you want per account on one screen.
• Lots of health history information per client on one screen.
• Very easy usage for team collaboration.

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• Creating interview clips is simple. The video cutting software is easy to use and lightyears ahead of competitors like UserZoom.
• The pool of participants is large in the US (likely the highest amongst competitors). This makes recruiting for my studies really quick and allows me to go for some segmentation and detail in who I target in my sample.
• Chat support is responsive and helpful. It's nice to get connected to a customer care agent quickly and they almost always serve you with a solution to the issue.
• The feature set of User Testing is constantly growing and getting more refined. I appreciate the ability to card sort or launch other types of methods.

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• There was a problem integrating our CRM at first, and to be honest, I almost switched to another product because it's a big deal for us, but they got it worked out significantly faster than any of us guessed it would take, so we stayed, and I'm glad it worked out.
• The main data point still missing is global revenue. I reached out and they said it's in the works. The software is making us money, so we're staying and hope this works out as fast as the CRM issue.

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• The organization of the work spaces/dashboards could use some work.
• I don't feel as supported as I used to from a customer success perspective. I used to have dedicated, go-to professionals to reach out to about my account who knew my project context, account history, etc. Recently we've been pushed into general support pools, and it doesn't feel like my account gets any personalized attention anymore.
• I would like to see a more refined experience for collaborators - the test plans I share with them are plain text/hard to read.
• Would be nice to be able to conduct focus groups using this tool.

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• Positive impact on churn reduction.
• Easy view of the customer onboarding progress.
• Playbooks make contacting a specific group of clients very easy.

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• Increased speed and volume of research. We get to do three times more studies than before.
• Reduces to almost zero the time that researchers dedicate to recruitment for most B2C studies, allowing them to focus on more important tasks.
• Improved performance of our products - feedback is getting better and better over time.

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