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Usabilla

Usabilla

Overview

Recent Reviews
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Pricing

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Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $49 per month
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Product Demos

UX Tools #91 Usabilla

YouTube

How Usabilla helps Just Eat optimize its digital touchpoints

YouTube
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Product Details

What is Usabilla?

Usabilla Video

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...
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Usabilla Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Usabilla starts at $49.

Reviewers rate Survey templates and Question design help highest, with a score of 10.

The most common users of Usabilla are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(16)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
February 03, 2023

Usabilla fails ADA and WCAG 2.1 compliance

SD
sorca duffy
UX researcher
HSE (Hospital & Health Care, 10,001+ employees)
Score 1 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
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.
Pros and Cons
  • It gathers user research findings and presents them in a useful format for the UX team, but it doesn't gather feedback from all users - users with disabilities using assistive technology are not able to access or use the platform
  • It doesn't gather users from all user groups, it's exclusive to non-disabled users - users with disabilities using assistive technology are not able to access or use the platform
  • There are extensive colour contrast issues with the platform, making it difficult to use by users with low vision
  • Usabilla is not accessible to keyboard users (as well as users on other assistive technology) - when the modal is expanded, the background is still focusable
  • The touch target sizes of the links and buttons are not accessible - it's very difficult to close out of the modal when on mobile, or if a user had a mobility disability and was using a mouse
Likelihood to Recommend
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 Feature Ratings
Survey Format & Appearance (3)
N/A
N/A
Survey templates
N/A
N/A
Themes
N/A
N/A
Custom logo/branding
N/A
N/A
Survey Content (3)
N/A
N/A
Changes to live survey
N/A
N/A
Question design help
N/A
N/A
Multiple question types
N/A
N/A
Survey Logic (1)
N/A
N/A
Survey logic flexibility
N/A
N/A
Survey Reporting & Analytics (5)
N/A
N/A
Response tracking
N/A
N/A
Data export
N/A
N/A
Standard reports
N/A
N/A
Custom reports
N/A
N/A
Analytics
N/A
N/A
Survey Integrations
N/A
N/A
Survey Automation
N/A
N/A
Survey Distribution (2)
N/A
N/A
Vendor-offered crowdsourcing
N/A
N/A
Respondent restrictions
N/A
N/A
Survey Administration & Security (2)
N/A
N/A
Access controls
N/A
N/A
Compliance
N/A
N/A
Return on Investment
  • It gives us good insights into user feedback, and areas of our sites that need improvement
  • It is exclusionary - it does not gather insights from disabled users as they cannot access the tool
  • It greatly affects the accessibility of our website - in my experience, it makes us liable to lawsuits and legal challenges
Usability
1
If we could select 0/10 we would... Because the tool is only accessible to non-disabled users, we cannot provide a realistic rating.
Support Rating
1
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.
June 04, 2019

Usabilla is powerful feedback collection tool that provides a full spectrum of surveying options.

Verified User
Professional in Marketing
Insurance Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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 Feature Ratings
Survey Format & Appearance (3)
60%
6.0
Survey templates
60%
6.0
Themes
60%
6.0
Custom logo/branding
60%
6.0
Survey Content (3)
90%
9.0
Changes to live survey
90%
9.0
Question design help
90%
9.0
Multiple question types
90%
9.0
Survey Logic (1)
80%
8.0
Survey logic flexibility
80%
8.0
Survey Reporting & Analytics (5)
70%
7.0
Response tracking
90%
9.0
Data export
90%
9.0
Standard reports
90%
9.0
Custom reports
N/A
N/A
Analytics
80%
8.0
Survey Integrations
N/A
N/A
Survey Automation
N/A
N/A
Survey Distribution (1)
N/A
N/A
Respondent restrictions
N/A
N/A
Survey Administration & Security (2)
85%
8.5
Access controls
90%
9.0
Compliance
80%
8.0
Return on Investment
  • 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.
Other Software Used
Support Rating
9
Support has been very good and they have been willing to help educate us so that we can use the tool better, too.
Bug Resolution
No
November 16, 2018

Usabilla is a great tool depending on your site/needs

Verified User
Analyst in Marketing
Utilities Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • Reporting - well designed, clear to all users regardless of level of knowledge.
  • Two options for feedback - passive and active (pop-ups).
  • Clean UI & easy to use platform.
  • It'd be nice to be able to customize the passive feedback questionnaires more.
  • It would be great to have more case studies/informational articles on how to encourage more feedback from users. Not many people chose to interact with the tool during the time that I used it.
  • Provide more styling options for the passive feedback button - very limited in size/shape.
Likelihood to Recommend
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).
Usabilla Feature Ratings
Survey Format & Appearance (3)
86.66666666666666%
8.7
Survey templates
90%
9.0
Themes
80%
8.0
Custom logo/branding
90%
9.0
Survey Content (3)
70%
7.0
Changes to live survey
90%
9.0
Question design help
60%
6.0
Multiple question types
60%
6.0
Survey Logic (1)
50%
5.0
Survey logic flexibility
50%
5.0
Survey Reporting & Analytics (5)
76%
7.6
Response tracking
100%
10.0
Data export
100%
10.0
Standard reports
100%
10.0
Custom reports
N/A
N/A
Analytics
80%
8.0
Survey Integrations
N/A
N/A
Survey Automation
N/A
N/A
Survey Distribution (2)
N/A
N/A
Vendor-offered crowdsourcing
N/A
N/A
Respondent restrictions
N/A
N/A
Survey Administration & Security (2)
95%
9.5
Access controls
90%
9.0
Compliance
100%
10.0
Return on Investment
  • 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.
Other Software Used
UsabilityHub, Decibel Insight, Hotjar
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