15 of the 20 Largest Retailers in North America Enlist UserTesting to Improve Customer Experience; Doubles Conversion Rate with UserTesting

15 of the 20 Largest Retailers in North America Enlist UserTesting to Improve Customer Experience; Doubles Conversion Rate with UserTesting

CHICAGO, June 8, 2016 – IRCE 2016 – Retailers see customer experience (CX) across every channel as the most important opportunity this year, especially as a point of differentiation. According to the Forrester Research US Customer Experience Index, improving the customer experience is a strategic priority for 73% of businesses, yet only 1% of companies deliver excellent CX. UserTesting, the world’s largest user research platform, is helping retailers and eCommerce sites worldwide improve the shopping experience by arming them with fast user research, resulting in improved conversion rates, increased revenue, and loyal customers.

“UserTesting singlehandedly allows us to engage and learn from real shoppers, which will enable us to increase OMNI Retail revenues by 300% over 2015 with a technology solution preferred by 75% of online users and 95% of mobile consumers,” said Jennifer Hurshell, CEO of OMNI Retail Group. OMNI Retail Group is a technology startup that helps big retailers like Staples, Toys R US, Babies R US, HP, and Costco increase online and in-store sales with a contextual selling and explicit personalization SaaS solution.

“We are making loads of improvements to the site based on the feedback we have gathered from UserTesting sessions,” said Ben Babcock, Director of Research at “We use the service at least every other day, running tests to identify areas of improvement across all our shopping experiences. In fact, we’ve been able to double the conversion rate on desktop from the insights received from the UserTesting panel, and now want to start focusing more on mobile to move the needle on the mobile website.” is among an extensive number of eCommerce sites and retailers that already leverage UserTesting to improve CX, including:

  • The Home Depot
  • Amazon
  • Warby Parker
  • Dressbarn
  • Revolve Clothing
  • Crocs

“Retailers know their online customer experience is critical, but they struggle to measure its effectiveness and benchmark it against the competition,” said Darrell Benatar, CEO of UserTesting. “UserTesting makes customer experience tangible. It’s so fast and easy that companies can apply customer insight to every decision they make, even in the fastest and most agile development processes.”

According to research by the Harvard Business Review, customers who had the best past experiences spend 140% more compared to those who had the poorest past experience. For retailers, poor CX can result in millions of dollars of lost revenue. To combat deficient experiences, a steady stream of user feedback allows them to quickly identify and remove friction. UserTesting gives retailers on-demand access to its panel of one million participants, who deliver feedback on websites, apps, prototypes, and more – in hours.

Benatar adds, “59 of the top 100 retailers in Internet Retailer’s Top 500 – America’s 500 largest eCommerce sites – are UserTesting customers, as are 15 of the 20 largest North American retailers. What’s more, in the last 4 years, we have grown our retail customer base over 50% every year, and are on track to run more than 40,000 tests for retailers this year.”

UserTesting makes this announcement from booth #1640 at the Internet Retailer Conference (IRCE), where Home Depot’s Jonathan Serebrin and UserTesting’s Michael Mace will present “Good Isn’t Good Enough: How to Meet the Highest Standards for a Website’s Simplicity and Usability” on Thursday, June 9 at 11:00 am.

About UserTesting
UserTesting (NYSE: USER) has fundamentally changed the way organizations get insights from customers with fast, opt-in feedback and experience capture technology. The UserTesting Human Insight Platform taps into our global network of real people and generates video-based recorded experiences, so anyone in an organization can directly ask questions, hear what users say, see what they mean, and understand what it’s actually like to be a customer. Unlike approaches that track user behavior then try to infer what that behavior means, UserTesting eliminates the guesswork and brings customer experience data to life with human insight. UserTesting has more than 2,100 customers, including more than half of the world’s top 100 most valuable brands according to Forbes. UserTesting is headquartered in San Francisco, Calif. To learn more, visit

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