Getting customers' insights could not be easier or faster!
August 04, 2021

Getting customers' insights could not be easier or faster!

Oscar Yepes (he-him) | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with UserTesting

At CST we use UserTesting to support projects across departments. We've used user testing to research and test digital projects and physical products, which is extremely useful. UserTesting has allowed us to quickly and easily reach out to a very hard-to-reach audience in the scientific community across the globe. UserTesting has allowed us to efficiently and effectively incorporate customer feedback into our R&D process.
  • Quick turnaround time even for hard-to-reach audiences. Most unmoderated studies are completed within a day.
  • Easily adaptable study templates, which are time savers.
  • Automatic tagging of customer sentiment on video highlights (e.g., frustration, recommendation, suggestions, satisfaction, etc.)
  • Easy metrics readout (e.g., times per task, interactions per task, completion rate, etc.)
  • It would be nice to be able to download some of the graphs generated on the Metrics tab (SEQ, completion rate, etc.)
  • Saving comments and adding tags to video highlights could be easier
  • We've been able to improve time per task for critical customer tasks
  • Uncover pain points we did not know existed
  • Improve usability and ease of use of several features on our website
Support is great! There's always someone ready to support you over chat. For after-hours, all issues are addressed within hours. The support team is very professional, friendly, and knowledgeable.
A couple of things could improve to make it easier to navigate--like landing on your space (where projects are created) instead of a general folder. Other minor interactions when editing videos could improve. Other than that, creating and launching studies is very easy.
The results that we get through the testing conducted via UserTesting have allowed us to make practical decisions and avoid releasing and developing website features that are actually not useful. We have moved from a best-guess approach to an evidence-based approach.

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Being able to easily run counterbalanced A/B tests is super convenient. There's no need to enter all tasks twice; you just click a button and all tasks are copied. Most studies are equally easy to set up. When it comes to testing physical products, it is a bit more involved but still extremely convenient.

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