Usabilla is a great tool depending on your site/needs
Anonymous | TrustRadius Reviewer
November 16, 2018

Usabilla is a great tool depending on your site/needs

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Usabilla

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.
  • 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.
  • 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.
UsabilityHub, Decibel Insight, Hotjar
  • Customer Surveys
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 templates
9
Themes
8
Custom logo/branding
9
Changes to live survey
9
Question design help
6
Multiple question types
6
Survey logic flexibility
5
Response tracking
10
Data export
10
Standard reports
10
Custom reports
Not Rated
Analytics
8
Vendor-offered crowdsourcing
Not Rated
Respondent restrictions
Not Rated
Access controls
9
Compliance
10