What users are saying about
15 Ratings
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46 Ratings
15 Ratings
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Score 8.1 out of 100

UserTesting

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46 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

NICE Satmetrix

Satmetrix is best suited if you don't currently use Salesforce. A lot of its main selling points are negated by the virtue of having Salesforce. Case management is in Salesforce, reporting is in Salesforce, the structure that NPX imposes is actually clunky and unwieldy, and is much more streamlined on competing platforms such as GetFeedback and SurveyMonkey. The only thing that leaves is the consultative service on being best practice and I don't really get to see any of that.
Simon Whight | TrustRadius Reviewer

UserTesting

UserTesting is doing a great job for our needs and I would highly recommend them. UserTesting makes it easy to setup a survey and get it published quickly so we can get immediate feedback on websites and concepts we are developing. We have found that the feedback is incredibly useful in our development process. There was not much training involved to get us up and running quickly.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

NICE Satmetrix
8.0
UserTesting
Survey templates
NICE Satmetrix
8.0
UserTesting
Themes
NICE Satmetrix
8.0
UserTesting
Custom logo/branding
NICE Satmetrix
8.0
UserTesting

Survey Content

NICE Satmetrix
8.0
UserTesting
Changes to live survey
NICE Satmetrix
8.0
UserTesting
Question design help
NICE Satmetrix
8.0
UserTesting
Multiple question types
NICE Satmetrix
8.0
UserTesting

Survey Logic

NICE Satmetrix
8.0
UserTesting
Survey logic flexibility
NICE Satmetrix
8.0
UserTesting

Survey Reporting & Analytics

NICE Satmetrix
8.0
UserTesting
Response tracking
NICE Satmetrix
8.0
UserTesting
Data export
NICE Satmetrix
8.0
UserTesting
Standard reports
NICE Satmetrix
8.0
UserTesting
Custom reports
NICE Satmetrix
8.0
UserTesting
Analytics
NICE Satmetrix
8.0
UserTesting

Survey Administration & Security

NICE Satmetrix
8.0
UserTesting
Access controls
NICE Satmetrix
8.0
UserTesting
Compliance
NICE Satmetrix
8.0
UserTesting

Pros

NICE Satmetrix

  • Ease of use; SaaS solution, all web based - simple, straightforward and easy to use
  • Multi lingual; we are able to use multiple languages for our surveys
  • Reporting is very flexible; reports can be run for pretty much any data point that you can capture!
Geoff Gardner, MSPM, MBCS, CITP | 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

NICE Satmetrix

  • Implementation did not go as well as planned and there were problems.
  • If you are running multiple surveys, slicing and dicing data is not that simple.
Lawrence Kravitz | 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

NICE Satmetrix

NICE Satmetrix 5.1
Based on 5 answers
The previous experience was so negative that even if they have improved since then it wouldn't help. Another more pertinent reason is because we have an existing 3 year contract with Medallia. Lastly, vendor transitions in our environment (B2B in 132 countries) is extremely painful. I've managed two of them and wouldn't wish it on my worst enemy.
Anonymous | TrustRadius Reviewer

UserTesting

UserTesting 10.0
Based on 1 answer
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

NICE Satmetrix

No score
No answers yet
No answers on this topic

UserTesting

UserTesting 8.8
Based on 6 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

NICE Satmetrix

No score
No answers yet
No answers on this topic

UserTesting

UserTesting 8.0
Based on 17 answers
The pros:
  • UserTesting is a great tool, and overall their customer service has been great.
  • Their CS agents are quick to respond on chat and provide helpful answers.
  • Their help docs are actually helpful.
  • They have a booming community of other user researchers who are willing to help each other in their community forum.
The cons:
  • UserTesting didn't turn on a feature that I paid for, for about 6 months and didn't reimburse me for the months that it wasn't turned on. This was frustrating
Suzanne Scharlock | TrustRadius Reviewer

Alternatives Considered

NICE Satmetrix

I haven't evaluated any other products. Our executive team selected NPS as the preferred measurement of customer sentiment and Satmetrix is the only certification company I am aware of.
Anonymous | TrustRadius Reviewer

UserTesting

The maturity of the product is unrivaled, the team running the show is nothing short of amazing, and their product timeline and future plans directly reflect their customer's needs. You'll be hard pressed to find a company more customer-centric than UT, and it really goes to show you that they practice what they preach.
Kane Ford | TrustRadius Reviewer

Return on Investment

NICE Satmetrix

  • With the knowledge gained front he transactional surveys, Satmetrix helped us significantly improve our customer service processes.
  • Combined with the relationship survey, we were ultimately able to improve our customer retention by over 20% within 2 years.
Rob Ellison | TrustRadius Reviewer

UserTesting

  • We have been able to increase our ad viewability rate because we were able to reduce the amount of elements on the page, which caused fast scrolling past our ads.
  • We can be more decisive about new features knowing what our users will love and not love.
  • We can create a best in class user experience to help us reach our company mission.
Anonymous | TrustRadius Reviewer

Pricing Details

NICE Satmetrix

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

Rating Summary

Likelihood to Recommend

NICE Satmetrix
4.0
UserTesting
9.0

Likelihood to Renew

NICE Satmetrix
5.1
UserTesting
10.0

Usability

NICE Satmetrix
UserTesting
8.8

Support Rating

NICE Satmetrix
UserTesting
8.0

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