Usabilla is powerful feedback collection tool that provides a full spectrum of surveying options.
June 04, 2019
Usabilla is powerful feedback collection tool that provides a full spectrum of surveying options.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Usabilla
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
- 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).
Cons
- 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.
- 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.
Usabilla (discontinued) Feature Ratings
Usabilla Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
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