<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.7 out of 100
Based on 225 reviews and ratings
Likelihood to Recommend
Hotjar is well suite for organizations that want to get a good glimpse into user behavior on their websites. The tool is easily installed through Google Tag Manager, and then users simply select which pages or paths they want the tool to analyze. After a few days, users can start seeing patterns develop, helping them understand what areas of the user journey flow they need to test out and improve. Hotjar is primarily for web-based experiences, not for mobile applications and other non-web digital applications.
If you're looking to go beyond session replay and have a tool with intelligence to show you specific issues, and prioritize those, I think this is a good tool. Retailers that have had ups and downs, and are maybe seeing an increase in their online traffic/sales, who want a better view of how to improve the customer experience. You need a fairly mature digital analytics environment for this to make sense.If you have a more basic analytics environment, or you don't have the people/skills to use all the information QM can provide, it's probably not a good fit.
- Heat mapping is great on Hotjar. It is a good place to start when you are looking at the UX & CRO on your website. You can see the % of people clicking on elements on a page, how far they scroll, and mouse movements.
- Hotjar is great for session recordings. These record the mouse movements, clicks, pages and scrolls of a user in video format. You can watch these to investigate what works well on a site and identify potential roadblocks and bugs.
- Hotjar is great as it ensures that users details are anonymous; for instance, if you are watching a session recording, you cannot see what a user types in a form field, as Hotjar blanks this out.
- Hotjar has a poll function, so you can have polls on your website.
- Identifying user pain points and frustrations. Quantum Metrics has a data point called Rage Click which shows when a customer has clicked multiple times back to back on a particular section of the website.
- Replaying a session to see everything that is loading on the front end to the customer, as well as the backed end of the website, has been critical in troubleshooting the experience.
- Heatmaps are a awesome tool we have found very useful in showing engagement with different content on the page, how far user scroll & drop off and to see a split side by side view of the same page in an a/b test.
- Customization of in-page user surveys - Although it is a great tool to be able to publish and update user surveys that appear on our web page, the customization options (mostly UI) are somewhat limited, making the survey either stick out like a sore thumb, or look like an advertisement or error on our site. It would be great to get a little bit more control over how the survey appears on our site.
- Honestly, I have not run into any other major examples I can detail where HotJar has not been able to do what I have needed it to do!
Employee in OtherComputer Software Company, 201-500 employees
- Usability. Eliminate clicks on repetitive tasks, enable more terms to be searchable in the global search bar, and reduce the number of back-and-forth clicks.
- Make videos more accessible with the keyboard. Space bar to pause, left and right arrows to skip, ctrl/cmd+left/right to skip to the next session, escape to exit view mode, etc. That stuff goes a long way in making the product delightful.
- Improve rendering of user sessions. Too many of them don't work properly.
Likelihood to Renew
Based on 2 answers
Even though the heat maps and user recordings were useful, our website was significantly slowed down after we installed Hotjar, so much so, that it took over a minute for our blog to load. The data that we gathered was not worth the length that it took our website to load.
Quantum Metric 7.6
Based on 2 answers
Quantum is a nice tool and is user friendly however I believe there always room for improvement.We have experienced minor issues with a few sessions which were solved by Quantum support reps in a timely manner and some of the dashboards are not as robust as other tools we use
Based on 6 answers
So easy and simple to use! Straightforward anyone in the team is able to easily go in and set up anything in Hotjar. The UI is really simple. Whenever you give feedback to Hotjar they continously take on board the feedback and improve the tool.
Quantum Metric 7.6
Based on 13 answers
For a new user, it's pretty intuitive to onboard and start doing the basic functionalities. But QM has a lot of functionalities which can be leveraged by more team members (especially when you don't have analysts dedicatedly using this) if further enhancements to usability are made.
Based on 4 answers
Hotjar is a SaaS-based company, and as such has a good support service. Users can quickly submit support tickets through Hotjar's online portal. Enterprise customers get access to additional support members and have SLAs to support their larger, more complex needs. Overall, Hotjar is extremely reliable and I've never had to reach out to customer support.
Quantum Metric 8.7
Based on 63 answers
I've been very impressed with the support Quantum Metric has provided. Our amazing Customer Success team has provided excellent service and has gone above and beyond in helping us use and understand the tool. We hold weekly calls with multiple teams and QM has been proactive in bringing things to our team's attention and making suggestions. The support has been one of the most important aspects of having QM and has allowed us to make great strides in improving how we use data and user research in our work.
To be honest, we have only tried Hotjar session recording. I know there are some alternatives but we haven't tried any of them. I think there are none as complete as Hotjar for what you pay (some do heatmaps, other video recording, other polls). And the thing is that all of that is done pretty decent on Hotjar, so I'm not looking for any alternative right now.
We have used - as an organization - multiple products that each fill a roll or task Quantum Metric provides...however I think there are very few tools or SaaS solutions out there that bundle so much into one solution. QM was better than the replay tool another group was utilizing (Mouseflow) because with our contract we could capture and review way more replays as well as have those replays married to actual, quantifiable data. From an analytics point, is so much easier to install event tracking as opposed to our basic Google Analytics implementation. However, I would still use GA as a primary record for measuring overall site performance since QM doesn't have robust product sales tracking.At one point we did review a competitor called Content Square. They seemed very focused on heat mapping.
Return on Investment
- User Testing Alternative - Instead of hiring UX testers, we can leverage our actual customers to determine how they use our website. This has helped frame website redesign discussions on several occasions.
- Landing Page Design - We've designed our landing pages based on user feedback from heatmaps we've gathered from Hotjar. Understanding where to place CTAs and other pieces based on user interaction has helped us streamline our landing page design.
- Device Usage - Part of the data provided by Hotjar includes which device a user is visiting from. This helps us understand how mobile users work differently than desktop users.
- It helps us to resolve the customer issues very fast so that we can fix the issue in a very short period which increases faster resolution.
- Sometimes customers are going through wrong process and we can easily help the customer with the help of a QM session.
Premium Consulting/Integration Services—
Entry-level set up fee?
Hotjar Editions & Modules
- 2k pageviews/per day
- 10k pageviews per day/per month
- 20k pageviews per day/per month
Additional Pricing Details—
Premium Consulting/Integration Services
Entry-level set up fee?
Quantum Metric Editions & Modules