Connect with your exact customers
See, hear, and talk to your customers
Uncover insights about any experience
Share key insights across your organization
Delivering world-class customer experiences requires you to know your customers and their needs so that you can meet or, even better, exceed their expectations. At UserTesting, our Human Insight Platform enables organizations to do exactly this. By gathering feedback from the UserTesting Panel organizations are able to build products, services, and experiences that their customers love.
The UserTesting Panel is composed of real people from around the world and is large enough to help you find your exact target audience. We carefully vet every participant in our panel to ensure you get high-quality feedback, every time. So whether you’re building the next best app, testing your marketing messaging, improving and iterating on your digital experiences, or doing something completely different, we make it our mission to provide you with the insights you need to build the next great customer experience.
85%+ rated sessions receive 4 or 5 stars from customers
The demand for online research has grown globally in recent years. This growth has led to a recently reported increase in fraudulent activity related to bots and cheaters. Bots are programs that are built to answer surveys programmatically. Whereas cheaters are participants on panels who may not respond truthfully and actively try to “game” the system to get more testing opportunities.
Both bots and cheaters can affect data quality dramatically by undermining response quality, generally, while also impacting associated quality metrics like success rates, task times, overall ratings, etc.
We go to great lengths to ensure that the results provided by the UserTesting Panel are of the highest quality. With a rigorous focus on integrity and relevance, we provide industry-best customer feedback with participants who meet your expectations.
Here is the process we follow to ensure our panel is composed of the best participants:
While the application process for becoming a participant may be simple, our guidelines to manage quality and acceptance criteria are stringent. To apply, prospective participants complete a three-step process. They have to enter and verify their email, complete a profile, and submit a practice test. Our team then reviews every practice test to ensure that each applicant meets our high-quality standards.
Our reviewers ensure that each applicant has the technical abilities to become a participant. In terms of qualitative assessments, our reviewers check an applicant’s ability to follow directions set by our practice test, as this is a critical ability for providing high-quality feedback during real tests. Finally, our reviewers ensure that the applicant is articulate and skilled at speaking their thoughts aloud as they perform any tasks required of them. While this may seem easy, after reviewing hundreds of thousands of applications each year, it’s more difficult to do than one may think.
If an applicant passes all of these checks, they’re welcomed to the UserTesting Panel where we conduct one additional quality check.
The applicant screening process helps us retain only the best applicants into our panel participant pool. However, the first test review and scoring process allow us to nurture them and provide personalized feedback to ensure they produce the highest quality feedback to customers. To do this, our Panel Operations team manually reviews the first test of every new participant and provides individual feedback to them!
An additional tool to help us curate the panel and consistently manage quality is the customer rating score. Customers can rate the quality of any video they receive on a 1-5 scale, with 5 being the highest quality. We encourage our customers to rate participants as often as possible. Doing so allows our customers to participate in the process of ensuring that panel quality remains high.
Customer Rating Scores are combined with scores from our Panel Operations team to create a composite rating which is used by our algorithms to match tests with participants. This allows us to ensure our customers receive the best possible feedback from highly ranked participants.
In addition to the measures above, our Panel Operations team has several ongoing measures to help prevent fraud and identify participants who display any quality issues.
To prevent fraud, we employ multiple commercial technology tools to spot fraudulent activity or duplicate participant accounts. The Panel Operations team also upholds the Participant Terms and Conditions and will immediately remove participants who are found to have violated these Terms or have demonstrated repeated quality issues.
From a quality perspective, any session that a customer rates below 3 out of 5 stars is automatically flagged for manual review by our Panel Operations team. Participants may receive additional guidance or face removal from the panel at the discretion of our team.
In order to put our customers first, it’s critical that we provide them with the best possible experience gathering feedback. And doing this requires us to ensure that our panel is meeting (and exceeding) our customers’ expectations.
“UserTesting’s panel quality is always fantastic! It’s significantly better than competitors’.” -Benjamin Hoggan, Director of De-risking, University of Notre Dame
Benjamin continued: “Before we switched to UserTesting, I historically kept to in-person interviews because of the extreme specificity in criteria that we need for our interview targets. One of my very first tests was to see if I could find just one very hard-to-find participant with specific healthcare technology experience: a lab tech who performed exosome isolation and purification. Imagine my surprise when I found not one, but THREE in UserTesting’s panel! Hard to beat that. 400+ tests later, we couldn’t be happier with UserTesting.”
UserTesting is committed to providing the highest quality panel available—we’re continuously improving and innovating upon the processes you see here. We do all of this to ensure brands can connect with their target audiences—who can then provide the highest quality feedback and insights.
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