Item: UserTesting
Rating: 10
Author: Verified User

Overall Satisfaction with UserTesting

Use Cases and Deployment Scope

I use UserTesting's unmoderated, moderated, and quant functions. I use unmoderated to run new products or ideas by contributors and gather feedback on how much I like them and what we could improve. I use the quant for quick and simple surveys to gather feedback on products as well.

Pros and Cons

Pros

Easy and fast to find contributors, recruiting is done in a day or two.
Contributors provide quality, thoughtful responses.
Customer support is quick to respond.
Easy to swap out bad contributors.

Cons

I've experienced some bugs with the platform. For example, I've had some contributor videos not upload and had to replace them.
The quant tool is very basic and doesn't provide many advanced features.

Return on Investment

Allows us to move so much faster and gather insights quickly.
AI reporting tool again allows us to move quickly.

Support Rating

Support is great. I've contacted support a few times for help with replacing contributors or bugs I've encountered, and they're always quick to respond and rectify the situation.

Usability

It's very easy and intuitive to use. It's also easy to pick up on quickly. The platform is simple and well-organized.

Customer Insights

Yes! UserTesting makes it easy to find our target demographic and recruit them quickly. The AI tool also makes pulling insights a breeze.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of UserTesting go as expected?

I wasn't involved with the implementation phase

Would you buy UserTesting again?

Yes

Other Software Used

Qualtrics XM for Strategy and Research, PG Forsta HX Platform

Likelihood to Recommend

UserTesting makes finding respondents super quick and easy. I'm always amazed at how quickly I can fully recruit for an unmoderated or moderated test and how fast contributors are to upload their videos. Contributors are also well-trained to answer a prompt in its entirety and always provide thoughtful answers.

Using UserTesting

Users and Roles

10 - UX, CX, product research, ID.

Support Headcount Required

10 - Same as last question.

Business Processes Supported

Unmoderated tests to gather feedback on products.
Moderated live tests.
Quant quick hit research.

Innovative Uses

AI tool allows us to pull insights super quickly.

Future Planned Uses

Quant - could use it more heavily as more features/functions roll out.

Likelihood to Renew

I love UserTesting; it's super easy and intuitive and provides great results.

Evaluating UserTesting and Competitors

Products Replaced

Key Differentiators

Integration with Other Systems
Ease of Use

Evaluation Lessons Learned

Wouldn't change it.

UserTesting Support

UserTesting Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

I don't know.

Bug Resolution

Yes - Some contributor's videos show they've been completed but never appropriately uploaded.

Exceptional Examples of UserTesting Support

When I've experienced bugs with user videos, support is very quick to respond to, and they replace the contributors without even asking how I want to proceed (which I appreciate). They're also honest about why I experienced a bug and are quick to rectify the situation.

Using UserTesting

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None