The digital landscape can be overwhelming. Unpredictable, ever-changing, and advancing faster than ever. So, how can you make sure your company stays ahead?
We decided to come up with a solution.
The idea was simple. Empower organizations to become truly customer-centric by...
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.
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.
Usabilla support is a very standard support. Efficient when sollicited, fast to solve users ploblems in my opinion. I never had to complain about an issue that has not been solved afterall. Nonetheless I rarely had to ask for it that is why I do not rate it 10 out of 10.
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's triggered campaigns (including exit surveys) are very easy to create, manage, and implement. Results are provided in a dashboard which shows impressions and conversion rates.
Usabilla makes it easy to collect website feedback by providing a short and intuitive feedback collection button and supporting questions. It also allows the user to provide a screenshot during the process.
Our business has many brands and Usabilla provides an interface and dashboard to allow us to manage, implement, and measure across all of our brands to understand the whole picture of what our customers are experience on our sites. (It also allows for a more granular view, but the aggregate view is very helpful for us).
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.
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.
The positive impact of Usabilla has been being able to measure and respond quickly to our customers' feedback so that we can resolve issues quicker or make enhancements faster.
We have also been able to manage and track our NPS scores and correlate these scores to our overall business performance to make sure that our customers' views of our products and processes and in line with our internal understanding and success of the business.
Additionally, the Usabilla team has been willing to provide us with training and ideas on how to use the tool better which has helped our team think more strategically and be more connected to the experiences our customers are having on our web properties.