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Usabilla (discontinued)

Score5.6 out of 10

16 Reviews and Ratings

What is Usabilla (discontinued)?

Usabilla was a web and app survey tool, developed by the Amsterdam company of the same name, and acquired by SurveyMonkey in March of 2019. The product is no longer available.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Usabilla (discontinued) has to offer, as determined by TrustRadius' reviewers.
Based on 16 ratings of Usabilla (discontinued)'s features
View all features

Top Performing Features

  • Survey templates

    Includes a selection of pre-made survey templates for different types of surveys.

    Category average: 8.2

  • Question design help

    Includes educational material about question design for research, such as tips, recommendations, and information about best practices.

    Category average: 8.3

  • Vendor-offered crowdsourcing

    Vendor offers access to an audience or panel of respondents.

    Category average: 8.1

Areas for Improvement

  • Standard reports

    Includes canned reports that allow users to generate and share accurate survey results.

    Category average: 8.2

  • Custom reports

    Allows users to report on custom metrics, choose which metrics to include in a report, run reports with advanced segmentation and/or customize the look and feel of a report.

    Category average: 8

  • Analytics

    Allows users to run different types of analysis, such as statistical analysis, cross tabs, sentiment analysis, etc. within the tool.

    Category average: 8.2

Reviews

What users are saying about Usabilla (discontinued).
View all reviews

Usabilla fails ADA and WCAG 2.1 compliance

sorca duffy
UX researcher at HSE (10,001+ employees employees)

Use Cases and Deployment Scope

We use Usabilla to gather user research insights across multiple pages on our website. We are encountering serious accessibility issues with the platform that is not WCAG 2.1 or ADA compliant. We are in the process of discontinuing our use of the platform. I would strongly advise against using it as it is not accessible to assistive technologies such as screen readers, it is not keyboard accessible, and there are extensive colour contrast issues with it.

Pros

  • It gathers user research findings and presents them in a useful format for the UX team, but it doesn't gather feedback from all users - users with disabilities using assistive technology are not able to access or use the platform

Cons

  • It doesn't gather users from all user groups, it's exclusive to non-disabled users - users with disabilities using assistive technology are not able to access or use the platform
  • There are extensive colour contrast issues with the platform, making it difficult to use by users with low vision
  • Usabilla is not accessible to keyboard users (as well as users on other assistive technology) - when the modal is expanded, the background is still focusable
  • The touch target sizes of the links and buttons are not accessible - it's very difficult to close out of the modal when on mobile, or if a user had a mobility disability and was using a mouse

Return on Investment

  • It gives us good insights into user feedback, and areas of our sites that need improvement
  • It is exclusionary - it does not gather insights from disabled users as they cannot access the tool
  • It greatly affects the accessibility of our website - in my experience, it makes us liable to lawsuits and legal challenges

Usability

Usabilla functionality lags behind that of its competitors!

Incentivized
Alice Wang
Lead UX Researcher in Research & Development at HelloFresh (10,001+ employees employees)

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

  • 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.

Cons

  • 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

Other Software Used

Hotjar, Sprig, UserTesting

Usability

Get easy knowledge of your users thoughts !

Incentivized
Verified User
Analyst in Marketing (10,001+ employees employees)

Use Cases and Deployment Scope

Usabilla is the best way for me to get immediate feedback from web users regarding their experience on our websites. Especially when they complete forms to get an estimation of their insurance cost. Knowing if it fulfilled what they were looking for is valuable for us to understand what our teams should work on to improve user experience.

Pros

  • collecting immediate feedback from web users
  • detecting when a user is about to leave the page he is looking at
  • easy to configure

Cons

  • plug Usabilla data with analytics tools
  • send automatited report based on latest answers

Return on Investment

  • increased user satisfaction
  • increased funnel performance

Usability

Usabilla is powerful feedback collection tool that provides a full spectrum of surveying options.

Incentivized
Verified User
Professional in Marketing (10,001+ employees employees)

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.

Return on Investment

  • 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.

Other Software Used

BrightEdge, Kentico, MS SharePoint, Unbounce, Wufoo

Usabilla is a great tool depending on your site/needs

Incentivized
Verified User
Analyst in Marketing (5001-10,000 employees employees)

Pros

  • Reporting - well designed, clear to all users regardless of level of knowledge.
  • Two options for feedback - passive and active (pop-ups).
  • Clean UI & easy to use platform.

Cons

  • It'd be nice to be able to customize the passive feedback questionnaires more.
  • It would be great to have more case studies/informational articles on how to encourage more feedback from users. Not many people chose to interact with the tool during the time that I used it.
  • Provide more styling options for the passive feedback button - very limited in size/shape.

Return on Investment

  • Positive - gave us more insight into our user's journey post purchase.
  • Positive - let us know what problems our users were having with our account portal through moment of truth surveys.
  • Positive - gave us numbers to show to leadership that quantified the digital customer experience.

Other Software Used

UsabilityHub, Decibel Insight, Hotjar