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Not using UserTesting? Your customers probably aren't as happy as they could be. Stop leaving money on the table.
April 28, 2020

Not using UserTesting? Your customers probably aren't as happy as they could be. Stop leaving money on the table.

Kane Ford | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with UserTesting

UserTesting is currently used by the CX/UX department for a huge variety of uses, from prototype testing to market research. UserTesting has proven so useful, though, that the entire organization realizes the benefits that it brings to the table. It helps solve one of the most important business problems any company will face -- connecting directly with customers and users to uncover their struggles, needs, and desires.
  • Prototype and design testing.
  • Live conversations (remote interviews).
  • Ease of also using 3rd party tools like Optimal Workshop.
  • The Knowledge Base/learning section needs a little improvement, but at the time of writing this they are currently focused on improving that.
  • Time to market: We bring new experiences and designs to market faster because we uncover issues earlier in the design process.
  • Time/cost savings: We spend far less time redesigning things post-launch, because we've already gotten feedback from users pre-launch.
  • Cross-functional partners and stakeholders: We are able to bring stakeholders on board faster and easier by building empathy with our users -- !!!HUGELY IMPORTANT!!!
  • ROI: We have hugely boosted our CVR, AOV, etc. simply by listening to our customers.
The maturity of the product is unrivaled, the team running the show is nothing short of amazing, and their product timeline and future plans directly reflect their customer's needs. You'll be hard pressed to find a company more customer-centric than UT, and it really goes to show you that they practice what they preach.
Support is fast and thorough. And UT has always tried to do everything they can to fix issues without asking us to do any work on our end. They just... get it done, and fast.

Do you think UserTesting delivers good value for the price?

Yes

Are you happy with UserTesting's feature set?

Yes

Did UserTesting live up to sales and marketing promises?

Yes

Did implementation of UserTesting go as expected?

Yes

Would you buy UserTesting again?

Yes

Honestly, this is a tough question to answer. UserTesting isn't a magic bullet. For maximum effectiveness, you still need to know how to write surveys and ask questions in a non-leading manner. So UT is maybe less appropriate if you have no idea what you are doing or why (i.e. you don't have any sort of research background). But even still, UT includes a TON of prewritten test templates, so even novice researchers (or people with no research background whatsoever) are able to use the product.

In addition to this, UT has been built in such a way that you can actually funnel your testers into 3rd party tools like Optimal Workshop. This alone makes UserTesting applicable to TONS of scenarios, as you can always leverage an outside tool to cover any testing types that UT doesn't provide out of the box. For example, we use UT a lot for card sorting... but that's not part of the core UT capabilities. Instead, we send users from our UT pool over to Optimal Workshop to perform card sorting and tree testing and such -- and UT records all of it! So even if there is a scenario where UT won't handle things by itself, you can always make it work with other tools.