UserBob vs UserTesting

• It provides quick and diverse feedback. We don't necessarily want the most web-savvy individuals testing our product, UserBob had a good mix of users with varying skill levels.
• Extremely affordable. Of all the user testing services we looked at, UserBob provided the most benefit for its price.
• They over-delivered on their services. I requested 5-minute videos with a specified task figuring that if the users did not get through the task in 5 minutes and quit then that would be as valuable as them completing the task; but all the users went overtime to complete the task so I could see exactly what our system was doing wrong.
• The co-founder, John, reached out personally to ensure that I was satisfied with the level of service provided. Great customer support!

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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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• The UI could use a tad bit of polish.
• I'd pay a few extra dollars to get people in a +150k income bracket, or an even more targeted demographic than what they offer.

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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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• Amazing ROI. So much cheaper than alternatives!

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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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