Usabilla (discontinued)

We use Usabilla to gather user research insights across multiple pages on our website. We are encountering serious accessibility issues with the platform that is not WCAG 2.1 or ADA compliant. We are in the process of discontinuing our use of the platform. I would strongly advise against using it as it is not accessible to assistive technologies such as screen readers, it is not keyboard accessible, and there are extensive colour contrast issues with it.

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.

Usabilla allows us to administer an intercept survey on our website. This allows us to ask in-context, at the moment, simple questions to the user. The in-context aspect of the survey is important, as Usabilla allows us to select a target sample, location, or an event trigger for the survey, such as after encountering a new feature on a page. This data can be more trustworthy than sending a follow-up survey over email to those users, who may have forgotten their thought processes as they interacted with our product.

Usabilla is an okay option in terms of intercept or continuous feedback software. It works if you need a feedback button on your site, and otherwise do not have recurring mechanisms to collect that same user info. It is also sufficient if you have a very broad audience and imprecise target criteria for respondents (such as just popping up on a certain web page, but do not need to target by pulling from user data such as whether that customer is a prospect vs. active). Anything more sophisticated than that takes a little bit of help from product and engineering teams to get you the right javascript triggers and other criteria.

Usabilla is the best way for me to get immediate feedback from web users regarding their experience on our websites. Especially when they complete forms to get an estimation of their insurance cost. Knowing if it fulfilled what they were looking for is valuable for us to understand what our teams should work on to improve user experience.

When you want to measure a Net Promoter Score on your website based on specific funnels, Usabilla is a tool you should consider. Plus it is also particularly well suited to collect qualitative data about the experience of your users and thus is really complementary with classic analytics tools aiming at collecting quantitative data.

Usabilla is being used across our marketing department to support 20+ brands within our digital portfolio. It is being used to collect website feedback, trigger exit surveys, and run specific triggered campaigns such to understand our customers' level of satisfaction with our content and purchasing processes. We have had great success using Usabilla for measuring Net Promoter Scores and getting a quick read on whether our content is working or not.

Usabilla is a great tool for collecting feedback on many websites, especially if those sites are related (in the same portfolio). It is pretty easy to implement and easy to manage and measure what's happening on your sites.

My primary negative piece of feedback is that I wish we had a lot more control on how to style and brand the surveys since it can be hard to match your branding. Other than that, it's a very solid tool for simple feedback collection and triggering campaign-style surveys.

Usabilla was implemented on our B2B website to collect user feedback. We use the passive feedback button and the active feedback survey option. The tool is easy to use and has great reporting features. The analytics are presented in a concise and attractive manner - ready to share with all levels of the organization. The reason I don't give this a 10/10 is that there are some limitations with the tool. The passive feedback questionnaire does not offer much flexibility for changing the order, structure, and type of questions asked. If you wanted to ask different questions on different pages (within the aforementioned limits), you'd have to create an entirely separate button which adds an extra step when collecting/analyzing the data. It wasn't a dealbreaker though. I talked with several other similar vendors before choosing Usabilla and they had the best product for the best price.

Usabilla is great for a site that gets a lot of traffic. Very few people submit feedback when asked (passive and active), so before getting this tool, be sure to measure site traffic and decide if this tool is worth the investment. I would recommend this tool for any site that is ecommerce, simply for a post-purchase survey as soon as a purchase is complete (rather than waiting to send an email).