UserTesting NPS & Customer Reviews | Comparably
UserTesting is
Ranked
#204
in
Tech Brands
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UserTesting is ranked #204 in Tech Brands

About UserTesting's Brand

UserTesting is used by over 34,000 companies, including all of the top 10 web properties. We're on Wealthfront's 2018 List of Career Launching Companies! UserTesting’s brand is ranked #607 in the list of Global Best Brands, a carefully curated list of recognized brands as rated by customers of UserTesting. When compared to other organizations within the Tech industry, UserTesting is ranked #204. Among its major competitors, UserTesting is ranked in 2nd place for NPS while Validately is 1st, and test IO is 3rd.Their current valuation is $450.00M

Brand at a Glance

72%
Customer Loyalty
3.8/5
Product Quality
3.7/5
Pricing
3.8/5
Customer Service

UserTesting CMO
  UserTesting CMO

Michelle Huff

Michelle Huff serves as the Chief Marketing Officer of UserTesting. Michelle started at UserTesting in July of 2018. Michelle is currently based in the Greater Seattle Area.

UserTesting Ranking

UserTesting NPS

UserTesting's Net Promoter Score (NPS) is a 0 with 43% Promoters, 14% Passives, and 43% Detractors. Net Promoter Score tracks whether UserTesting's customers would recommend using the product based on a scale of -100 to 100.

UserTesting Overall NPS

0
NPS
43%Promoters
14%Passives
43%Detractors
UserTesting Overall NPS

UserTesting NPS Trend

-100
-50
0
50
100
Sep 2022
9
Sep 20229
Nov 2022
7
Nov 20227
Dec 2022
8
Dec 20228
May 2023
3
May 20233
Jun 2023
-1
Jun 2023-1
Sep 2023
-4
Sep 2023-4
Dec 2023
-6
Dec 2023-6
Mar 2024
-7
Mar 2024-7
Apr 2024
-3
Apr 2024-3
Mar 2025
-5
Mar 2025-5
Jul 2025
-4
Jul 2025-4
Oct 2025
0
Oct 20250

How Other Brands Compare

UserTesting is ranked second for NPS among its competitors. Validately and test IO come in first and third, with UserZoom coming in at #4. Among those competitors, it is the second most valued company.

UserTesting's Logo
UserTesting
UserZoom's Logo
UserZoom
Validately's Logo
Validately
test IO's Logo
test IO
Global Ranking#607#-#-#-
NPS0-84340
Social Sentiment Calculated by analyzing social media and other online mentions-Neutral--
Valuation Updated every 24 hours for public companies$450.00M$100.00M--

What is NPS

Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"

Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.

UserTesting NPS by Gender

Female customers rated UserTesting's NPS 124 points higher than Male customers.

Male

-75

UserTesting's NPS was rated -75 by Male customers on Comparably.

0%
Promoters
25%
Passives
75%
Detractors

Female

49

UserTesting's NPS was rated 49 by Female customers on Comparably.

66%
Promoters
17%
Passives
17%
Detractors

UserTesting NPS by Ethnicity

UserTesting's NPS was rated the highest by Caucasian customers, and the lowest by Other customers.

-100
-50
0
50
100
Caucasian
0
Caucasian0
Other
-100
Other-100

UserTesting NPS by Age

UserTesting's NPS was rated 25 points by customers ages 26-30 on Comparably.

0
20
40
60
80
100
Promoters
50%
Passives
25%
Detractors
25%
26-3050%25%25%

UserTesting NPS by Usage

UserTesting's NPS was rated the highest by customers who have used UserTesting's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.

-100
-50
0
50
100
Less than 1 Year
0
Less than 1 Year0
1 to 2 Years
34
1 to 2 Years34

UserTesting NPS vs. Competitors

Compared to its competitors, UserTesting's NPS is rated right above test IO, and is preceded by Validately.

UserTesting NPS vs Companies in Tech

In the Tech industry, UserTesting's NPS is rated right below Peloton.

UserTesting Customer Loyalty

72%

Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.

72% of UserTesting users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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72
72%
28
28%
UserTesting Customer Loyalty

UserTesting Customer Loyalty Score by Gender

Female customers rated UserTesting's Customer Loyalty score 60% higher than Male customers.

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Male
40%
Yes
Female
100%
Yes

UserTesting Customer Loyalty Score by Ethnicity

UserTesting's Customer Loyalty score was rated 70% by Other customers on Comparably.

% who answered "Yes"

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70
out of 100
Other

UserTesting Customer Loyalty Score by Age

UserTesting's Customer Loyalty score was rated 100% by customers ages 26-30 on Comparably.

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0
20%
40%
60%
80%
100%
26-30
100%
26-30100%

UserTesting Customer Loyalty Score by Usage

UserTesting's Customer Loyalty score was rated the highest by customers who have used UserTesting's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.

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Less than 1 Year
78%
1 to 2 Years
70%

UserTesting Customer Loyalty Score by Industry

UserTesting's Customer Loyalty score was rated 64% by Tech industry customers.

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Tech
64%

UserTesting Customer Loyalty vs. Competitors

Compared to its competitors, UserTesting's Customer Loyalty score is rated right above test IO, and is preceded by UserZoom.

COMPANYCustomer Loyalty Score
Validately83%
UserZoom76%
UserTesting72%
test ION/A

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Customer Loyalty for Other Tech Brands

In the Tech industry, UserTesting's Customer Loyalty score is rated right below Peloton.

COMPANYCustomer Loyalty Score
ROBLOX89%
Nintendo89%
Netflix87%
Google87%
Spotify87%
Apple86%
Zoom Video Communications84%
Peloton82%
UserTesting72%

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UserTesting Product Quality

3.8/5

UserTesting has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.

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UserTesting Product Information

UserTesting’s product quality score is a 3.8 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated UserTesting's product the highest.

Website
https://www.usertesting.com/
Company Size
501-1,000 Employees

Industry

Tech
Enterprise
SaaS

Quick Insights into UserTesting Product Quality

UserTesting's Product Quality score was rated highest by Female customers, and rated lowest by Male customers.

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Ranked UserTesting Product Quality the Highest

Female
4.6
26-30
4.2
Less than 1 Year
4

Ranked UserTesting Product Quality the Lowest

1 to 2 Years
3.5
Other
3.1
Male
2.5

UserTesting Product Quality Score by Gender

Female customers rated UserTesting's Product Quality score 2.1 stars higher than Male customers.

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Male

2.5/5

Female

4.6/5

UserTesting Product Quality Score by Ethnicity

UserTesting's Product Quality score was rated the highest by Caucasian customers, and the lowest by Other customers.

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0
1
2
3
4
5
Caucasian
3.5
Caucasian3.5
Other
3.1
Other3.1

UserTesting Product Quality Score by Age

UserTesting's Product Quality score was rated 4.2 stars by customers ages 26-30 on Comparably.

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0
1
2
3
4
5
26-30
4.2
26-304.2

UserTesting Product Quality Score by Usage

UserTesting's Product Quality score was rated the highest by customers who have used UserTesting's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.

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Less than 1 Year
4
1 to 2 Years
3.5

UserTesting Product Quality Score by Industry

UserTesting's Product Quality score was rated 3.5 stars by Tech industry customers.

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Tech
3.5

UserTesting Product Quality vs. Competitors

Compared to its competitors, UserTesting's Product Quality score is rated right above Validately, and is preceded by UserZoom.

COMPANYProduct Quality Score
test IO4.5/5
UserZoom4.2/5
UserTesting3.8/5
Validately3.4/5

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Product Quality for Other Tech Brands

In the Tech industry, UserTesting's Product Quality score is rated right below ROBLOX.

COMPANYProduct Quality Score
Nintendo4.4/5
Apple4.3/5
Zoom Video Communications4.3/5
Netflix4.2/5
Spotify4.2/5
Google4.1/5
Peloton4/5
ROBLOX4/5
UserTesting3.8/5

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UserTesting Pricing

UserTesting ROI & Value For Money

3.7/5

UserTesting has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.

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UserTesting Pricing Plans

Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Tech industry.

Quick Insights into UserTesting ROI

UserTesting's ROI score was rated highest by Female customers, and rated lowest by Male customers.

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Ranked UserTesting ROI the Highest

Female
4.7
26-30
4.2
Less than 1 Year
4

Ranked UserTesting ROI the Lowest

1 to 2 Years
3.5
Other
3
Male
2.2

UserTesting ROI Score by Gender

Female customers rated UserTesting's ROI score 2.5 stars higher than Male customers.

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Male

2.2/5

Female

4.7/5

UserTesting ROI Score by Ethnicity

UserTesting's ROI score was rated the highest by Caucasian customers, and the lowest by Other customers.

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0
1
2
3
4
5
Caucasian
3.3
Caucasian3.3
Other
3
Other3

UserTesting ROI Score by Age

UserTesting's ROI score was rated 4.2 stars by customers ages 26-30 on Comparably.

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0
1
2
3
4
5
26-30
4.2
26-304.2

UserTesting ROI Score by Usage

UserTesting's ROI score was rated the highest by customers who have used UserTesting's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.

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Less than 1 Year
4
1 to 2 Years
3.5

UserTesting ROI Score by Industry

UserTesting's ROI score was rated 3.3 stars by Tech industry customers.

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Tech
3.3

UserTesting Pricing vs. Competitors

Compared to its competitors, UserTesting's ROI score is rated right above Validately, and is preceded by UserZoom.

COMPANYPricing Score
test IO5/5
UserZoom4.2/5
UserTesting3.7/5
Validately3.1/5

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ROI for Other Tech Brands

In the Tech industry, UserTesting's ROI score is rated right below ROBLOX.

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UserTesting Customer Satisfaction (CSAT)

UserTesting Customer Satisfaction (CSAT) Score

56 / 100

UserTesting has an overall Customer Satisfaction score of 56 rated by its users and customers.

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Very Satisfied39%
Satisfied17%
Neither Satisfied nor Dissatisfied22%
Dissatisfied0%
Very Dissatisfied22%
Very Satisfied
39%
Satisfied
17%
Neither Satisfied nor Dissatisfied
22%
Dissatisfied
0%
Very Dissatisfied
22%

What is Customer Satisfaction (CSAT) Score

Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.

Quick Insights into UserTesting Customer Satisfaction

UserTesting's Customer Satisfaction score was rated highest by Female customers, and rated lowest by Male customers.

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Ranked UserTesting Customer Satisfaction the Highest

Female
100%
Less than 1 Year
67%
Other
67%

Ranked UserTesting Customer Satisfaction the Lowest

Male
34%

UserTesting Customer Satisfaction Score by Gender

Female customers rated UserTesting's Customer Satisfaction score 66 points higher than Male customers.

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34 / 100
Male
Very Satisfied
34%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
33%
100 / 100
Female
Very Satisfied
100%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%

UserTesting Customer Satisfaction Score by Ethnicity

CSAT according to Other

UserTesting's Customer Satisfaction (CSAT) score was rated 67% according to Other users and customers.

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67 / 100
Very Satisfied67%
Satisfied0%
Neither Satisfied nor Dissatisfied0%
Dissatisfied0%
Very Dissatisfied33%
Very Satisfied
67%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%

UserTesting Customer Satisfaction Score by Usage

UserTesting's Customer Satisfaction score was rated 67 points by customers who have used UserTesting's products/services for Less than 1 Year.

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Less than 1 Year
67

UserTesting Customer Satisfaction Score by Industry

UserTesting's Customer Satisfaction score was rated 34 points by Tech industry customers.

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Tech
34

UserTesting Customer Satisfaction vs. Competitors

Compared to its competitors, UserTesting's Customer Satisfaction score is rated right above Validately, and is preceded by UserZoom.

COMPANYCustomer Satisfaction (CSAT) Score
UserZoom67%
UserTesting56%
Validately33%
test IO0%

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Customer Satisfaction for Other Tech Brands

In the Tech industry, UserTesting's Customer Satisfaction score is rated right below Peloton.

COMPANYCustomer Satisfaction (CSAT) Score
Nintendo88%
Netflix85%
Apple85%
Spotify85%
Google81%
Zoom Video Communications74%
ROBLOX73%
Peloton63%
UserTesting56%

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UserTesting Customer Service

3.8/5

UserTesting has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.

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About UserTesting's Customer Service

Address

144 Townsend Street, San Francisco, CA 94107


Website

https://www.usertesting.com/


Phone Number

800-903-9493

Quick Insights into UserTesting Customer Service

UserTesting's Customer Service score was rated highest by Female customers, and rated lowest by Male customers.

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Ranked UserTesting Customer Service the Highest

Female
4.8
26-30
4.5
Less than 1 Year
4.2

Ranked UserTesting Customer Service the Lowest

1 to 2 Years
3.5
Other
3.1
Male
2.4

UserTesting Customer Service Score by Gender

Female customers rated UserTesting's Customer Service score 2.4 stars higher than Male customers.

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Male

2.4/5

Female

4.8/5

UserTesting Customer Service Score by Ethnicity

UserTesting's Customer Service score was rated the highest by Caucasian customers, and the lowest by Other customers.

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0
20
40
60
80
100
Caucasian
3.3
Caucasian3.3
Other
3.1
Other3.1

UserTesting Customer Service Score by Age

UserTesting's Customer Service score was rated 4.5 stars by customers ages 26-30 on Comparably.

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0
20
40
60
80
100
26-30
4.5
26-304.5

UserTesting Customer Service Score by Usage

UserTesting's Customer Service score was rated the highest by customers who have used UserTesting's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.

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Less than 1 Year
4.2
1 to 2 Years
3.5

UserTesting Customer Service Score by Industry

UserTesting's Customer Service score was rated 3.5 stars by Tech industry customers.

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Tech
3.5

UserTesting Customer Service vs. Competitors

Compared to its competitors, UserTesting's Customer Service score is rated right above Validately, and is preceded by UserZoom.

COMPANYCustomer Service Score
test IO5/5
UserZoom4/5
UserTesting3.8/5
Validately3.3/5

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Customer Service for Other Tech Brands

In the Tech industry, UserTesting's Customer Service score is rated right above ROBLOX, and is preceded by Spotify.

COMPANYCustomer Service Score
Apple4.2/5
Google4/5
Zoom Video Communications4/5
Nintendo4/5
Peloton4/5
Netflix4/5
Spotify4/5
UserTesting3.8/5
ROBLOX3.6/5

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UserTesting as an Employer

4.1/5

UserTesting has a 4.1/5 stars for its overall company culture rated by their employees

  UserTesting CEO
top
20%
CEO of UserTesting

In the Top 20% of Similar Sized Companies on Comparably.

Consumer vs. Employees

UserTesting scored a 0 for Net Promoter Score and a 12 for Employee Net Promoter Score. NPS gauges how likely a customer of UserTesting would recommend the brand to a friend. ENPS measures how likely UserTesting employees would recommend working at UserTesting to a friend.

Net Promoter Score

0
NPS Score
43%Promoters
14%Passive
43%Detractors

Employee Net Promoter Score

12
eNPS Score
48%Promoters
16%Passive
36%Detractors

Global Ranking Snapshot

UserTesting is ranked #607 in the Global Top 100 Brands. It ranks just behind Meijer and just ahead of SAP SuccessFactors.

RANKCOMPANYCEOINDUSTRY
605
Leo Burnett  Leo Burnett CEO
Andrew Swinand
Business and Consumer Services
606
Meijer  Meijer CEO
Rick Keyes
Food and Beverages
607
UserTesting  UserTesting CEO
Andy MacMillan
Tech
608
SAP SuccessFactors  SAP SuccessFactors CEO
Greg Tomb
Tech
609
F5, Inc.  F5, Inc. CEO
François Locoh-Donou
Tech
610
Swiss Re  Swiss Re CEO
Christian Mumenthaler
Business and Consumer Services
611
T. Rowe Price Group  T. Rowe Price Group CEO
William Stromberg
Banking and Financial Services

Tech Ranking Snapshot

UserTesting is ranked #204 in the Tech Industry. It ranks just behind Meijer and just ahead of SAP SuccessFactors.

RANKCOMPANYLocation
202
Schlumberger
203
Meijer
Greenville, MI
204
UserTesting
San Francisco, CA
205
SAP SuccessFactors
206
F5, Inc.
Seattle, WA
207
Swiss Re
208
T. Rowe Price Group
Baltimore, MD