TechValidate Research on SurveyMonkey Usabilla

These pages present data that TechValidate has sourced via direct research with verified customers and users of SurveyMonkey Usabilla. TechValidate stands behind the authenticity of all published data. Learn more »



513 Data Points Collected

11 Published TechFacts

3 Published Charts

4 Published Case Studies



Selected Research Highlights


Usabilla Case Study

Small Business Financial Services Company

Introduction

This case study of a small business financial services company is based on a July 2020 survey of Usabilla customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Usabilla has had the most significant impact so far on our Editorial team. We are capturing a high volume of regular feedback which our editors are using to improve the quality of our content.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Usabilla:

  • Main reasons they are using Usabilla:
    • A lack of an understanding of customers
    • Difficulty taking action on feedback
    • Challenges connecting feedback data and customer data
    • A desire to continuously collect real-time feedback across multiple channels (email, web, in-app, etc.)
  • Top business challenges Usabilla has helped them to address:
    • A need to prove ROI of investing in customer experience
    • A need to drive action across the organization to improve business results
    • A need for greater prioritization of the product roadmap

Use Case

The key features and functionalities of Usabilla that the surveyed company uses:

  • Usabilla products they are currently using:
  • Usabilla for Websites
  • Usabilla In-Page
  • How they are using Usabilla:
    • To measure the quality of marketing content
    • For the conversation optimization of digital channels
    • For product experience and development improvement
  • Confirmed that it took them under a month to get up and running with Usabilla.
  • Results

    The surveyed company achieved the following results with Usabilla:

    • Level of agreement that Usabilla enables them to:
      • delivers the fastest time to value in the market: strongly agree
      • is easy to use: strongly agree
      • integrates easily with many other technology solutions: agree
      • makes feedback actionable: strongly agree
      • allows you to analyze feedback across multiple channels easily: neither agree nor disagree
    • Confirmed that since using Usabilla, they can take action on customer feedback in days vs. months.
    • Improvement realized in the following metrics since leveraging Usabilla:
    • Response Rates: Notable improvement
    • CSAT (Customer Satisfaction): Improvement
    • CES (Customer Effort Score): No improvement / Not measured
    • NPS (Net Promoter Score): No improvement / Not measured
    • Retention Rate: No improvement / Not measured

    Usabilla Customer Statistic

    Over two-thirds of surveyed organizations confirmed that it took them under a month to get up and running with Usabilla.

    65%

    Usabilla Customer Statistic

    Usabilla Solves Business Challenges

    Over 2 out of 3 surveyed organizations confirmed that Usabilla has helped them to address challenges with a need to drive action across the organization to improve business results.

    Usabilla Case Study

    China Southern Airlines

    Introduction

    This case study of China Southern Airlines is based on a July 2020 survey of Usabilla customers by TechValidate, a 3rd-party research service.

    “The UX team and Sales Requirement Management in the Sales dept uses Usabilla. We help the product team get feedback quickly through campaigns on the app channel. Usabilla is cost-effective and quick and easy to use.”

    Challenges

    The business challenges that led the profiled company to evaluate and ultimately select Usabilla:

    • Main reasons they are using Usabilla:
      • A lack of an understanding of customers
      • Need for an automated/programmatic way to send out surveys
      • Difficulty taking action on feedback
      • Challenges connecting feedback data and customer data
      • A desire to continuously collect real-time feedback across multiple channels (email, web, in-app, etc.)
    • Top business challenges Usabilla has helped them to address:
      • A need for a better understanding of what’s impacting retention rates
      • A need to connect feedback to individual customer profiles

    Use Case

    The key features and functionalities of Usabilla that the surveyed company uses:

    • Usabilla products they are currently using:
    • Usabilla for Websites
    • Usabilla for Apps
  • How they are using Usabilla:
    • For product experience and development improvement
    • For support experience
    • To capture customer loyalty
  • Confirmed that it took them over 6 months to get up and running with Usabilla.
  • Results

    The surveyed company achieved the following results with Usabilla:

    • Level of agreement that Usabilla enables them to:
      • delivers the fastest time to value in the market: agree
      • is easy to use: strongly agree
      • integrates easily with many other technology solutions: agree
      • makes feedback actionable: agree
      • allows you to analyze feedback across multiple channels easily: strongly agree
    • Confirmed that since using Usabilla, they can take action on customer feedback in weeks vs. months.
    • Improvement realized in the following metrics since leveraging Usabilla:
    • Response Rates: Notable improvement
    • CSAT (Customer Satisfaction): Improvement
    • CES (Customer Effort Score): Minimal improvement
    • NPS (Net Promoter Score): Improvement
    • Retention Rate: Improvement

    Usabilla Customer Research

    Reasons for using Usabilla

    What are the main reasons your company is using Usabilla?

    Lacked an understanding of customers
    54%
    Wanted to continuously collect real-time feedback across multiple channels (email, web, in-app, etc.)
    52%
    Needed an automated/programmatic way to send out surveys
    39%
    Challenge connecting feedback data and customer data
    36%
    Difficult to take action on feedback
    23%

    Usabilla Customer Research

    Top Challenges Usabilla Helps Solve

    What are the top business challenges Usabilla has helped you address:

    Drive action across the organization to improve business results
    69%
    Prioritize the product roadmap
    48%
    Connect feedback to individual customer profiles
    40%
    Better understanding of what's impacting retention rates
    23%
    Prove ROI of investing in customer experience
    23%


    More to Explore



    About SurveyMonkey Usabilla

    Founded in 2009, Usabilla experienced phenomenal growth and is now a leading digital Voice of Customer solution, trusted by major brands around the globe. With offices in New York, London, Berlin, Amsterdam, and Sydney, we all share one mission: Make digital experiences better by empowering enterprises to put their customers at the heart of their strategy. In April 2019, Usabilla was acquired by SurveyMonkey, a global leader in survey software. Combining Usabilla’s drive to “start asking why” with SurveyMonkey’s mission to “power the curious,” it's a powerful partnership.

    SurveyMonkey Usabilla Website   SurveyMonkey Website