Item: Usabilla
Rating: 5
Author: Alice Wang

Use Cases and Deployment Scope

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.

Pros and Cons

Continuous feedback such as CSAT or NPS score.
Monitors feedback trends on recurring surveys through analytics dashboard.
In context, in the moment data rather than during a follow up survey.

Doesn't allow video responses or recordings of the user's screen like some competitors.
Limited to primarily desktop instead of mobile web or app.
Requires some engineering help in order to target certain javascript event triggers.

Return on Investment

Collects ongoing feedback.
Feedback tends to be short and general given the size of the application for text entry.
Opportunity to ask short intercept questions rather than waste time and resources on larger survey sends through CRM.

Alternatives Considered

Hotjar and Sprig

I have Hotjar, Sprig, and Usabilla in my workplace. Usabilla unfortunately has the most limited feature set of the 3 options. The difficulty of administering a Usabilla survey on mobile is a big blocker for my projects. Sprig and Hotjar both allow mobile and allow video recordings (either of a user's screen or a user's webcam for impromptu interviews).

Key Insights

Do you think Usabilla delivers good value for the price?

Are you happy with Usabilla's feature set?

Did Usabilla live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Usabilla go as expected?

I wasn't involved with the implementation phase

Would you buy Usabilla again?

Other Software Used

Hotjar, Sprig, UserTesting

Usability

Like stated in previous questions, the difficulty of targeting respondents is a blocker.

Support Rating

I haven't contacted support yet to solve a particular issue. I do have an account manager at Usabilla that I talk to in order to introduce the software to my team but this is just to run over the basic functionality in a live demo setting. The ability to talk to a real person over video call is a benefit though.

Likelihood to Recommend

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 functionality lags behind that of its competitors!

Overall Satisfaction with Usabilla