Reputation.com vs. Usabilla (discontinued)

I think Reputation.com is best suited for enterprise applications where you want big-picture results plus the ability to drill-down to specific locations. It is a good solution where you want to consolidate vendors as they have multiple components. Of course, certain components are more of a core competency for them than others. But in general, it's a strong solution.

Incentivized

If we could select 0/10 we would... We would not recommend anyone using this product as it excludes a very important user group, disabled users. If you use this product you will be failing ADA and WCAG 2.1 (EU Directive for public sector websites and mobile apps). In my opinion, you will be vulnerable to lawsuits.

• Streamlines reviews across multiple platforms
• Makes answering reviews/surveys easy across multiple platforms
• Assists with management of consistent information across online listings

Incentivized

• Continuous feedback such as CSAT or NPS score.
• Monitors feedback trends on recurring surveys through analytics dashboard.
• In context, in the moment data rather than during a follow up survey.

Incentivized

• better responses that are more unique
• would love to be notified as soon as the review comes in also
• publish our responses for us

Incentivized

• Styling and positioning of the 'Feedback' button could be improved with more options provided. Right now it seems very basic.
• Triggered surveys and popups would also benefit for more styling and control over how the survey is presented to users. Sometimes it can be hard to match your brand to the out-of-box options available. I've seen more flexible versions of this in other providers.
• Notifications of negative feedback (delivered via email) could be improved. We like to try and take immediate action and the notifications haven't always made this possible. I'd also like to see more notification options added to triggered campaigns and surveys.

Incentivized

The interface to configure the questionary is quite easy to use. It helps to give autonomy to marketing teams. Once the initial setup is made (integrating a basic javascript code on your website), you can easily deploy any questionary on any page of your website. Usabilla is a very flexible tool overall.

Incentivized

If we could select 0/10 we would... If Usabilla were to fix their accessibility issues we would consider keeping our subscription to them, but as it stands this does not seem possible as Usabilla does not seem interested in making the platform accessible.

Reputation.com has a better price point. Reputation has other tools that made us choose them over Binary Fountain. There is another company, although the name escapes me, that has similar services to Reputation, but they put a large focus on Yelp and Apple Maps, as opposed to Reputation who puts an emphasis on Google and Google maps.

Incentivized

I have Hotjar, Sprig, and Usabilla in my workplace. Usabilla unfortunately has the most limited feature set of the 3 options. The difficulty of administering a Usabilla survey on mobile is a big blocker for my projects. Sprig and Hotjar both allow mobile and allow video recordings (either of a user's screen or a user's webcam for impromptu interviews).

Incentivized

• Update clientele about important information
• Available metrics to improve post qualities
• Daily failures results in less usage due to trust issues

Incentivized

• Positive - gave us more insight into our user's journey post purchase.
• Positive - let us know what problems our users were having with our account portal through moment of truth surveys.
• Positive - gave us numbers to show to leadership that quantified the digital customer experience.

Incentivized