Customer experience insights
Traditional analytics show you what’s happening—UserTesting reveals why
Go beyond the numbers with real feedback from real people. UserTesting helps you understand the why behind customer behaviors to confidently improve experiences, reduce friction, and drive measurable impact across the customer journey.
See UserTesting in action
On-demand webinar
Building a customer-obsessed culture: refining NPS as part of a larger CX strategy
Eliminate blind spots in your customer journey
Today’s customers expect seamless, personalized experiences—but friction points can easily go unnoticed until it’s too late. With UserTesting, you can:
- Go beyond the metrics and hear directly from customers in their own words
- Identify hidden friction and satisfaction drivers across omnichannel touchpoints
- Optimize digital and in-person experiences before they impact loyalty or revenue
Benchmark experiences to track progress over time
Improving customer experience isn’t a one-time initiative—it’s an ongoing journey. UserTesting helps you establish CX baselines and track improvements with real customer feedback, so you can show progress, validate investments, and continuously raise the bar.
With UserTesting, you can:
- Establish experience benchmarks using qualitative and quantitative data
- Track changes over time to measure the impact of CX initiatives and design updates
- Compare performance across channels, audiences, and competitors
- Use QXscore™—UserTesting’s proprietary CX measurement framework—to get a comprehensive view of customer sentiment, usability, and task success
- Demonstrate ROI by linking experience improvements to NPS, CSAT, and business outcomes
Guide
How to build customer-centric products without slowing down development
Optimize AI and personalization with on-demand, continuous feedback
AI-powered experiences hold huge potential—but only if they meet customer needs. UserTesting helps you validate and refine AI-driven interactions before they go live, ensuring they enhance the experience, not frustrate it.
- Validate AI-powered chatbots and self-service tools to ensure clarity, usefulness, and satisfaction—boosting adoption and improving self-service containment
- Refine personalization engines with real feedback on tone, relevance, and timing to ensure meaningful, customer-first interactions
- Test AI-generated content—from virtual assistants to emails and product recommendations—and understand how customers perceive and respond to them
- Identify friction early by observing confusion, hesitation, or drop-off in real time
A smarter, faster way to optimize customer experience
Key benefits:
- Test digital and physical experiences: Evaluate websites, apps, chatbots, and even in-store experiences
- AI-driven insights: Automate feedback categorization and trend detection
- Diverse customer panels: Access global testers representing your real audience
- Faster, actionable insights: Get results within hours, not weeks
Connect journey mapping with voice of customer insights
Understanding the customer journey is essential—but optimizing it requires connecting journey maps with real, unfiltered customer feedback. UserTesting bridges the gap between intention and experience by layering in human insights at every stage of the journey.
- Validate customer journey maps with real customer experiences to uncover where expectations and reality diverge
- Capture VoC insights in context—understand what customers are thinking and feeling as they navigate your product, service, or brand
- Identify friction points, emotional drivers, and moments of delight across channels and touchpoints
- Align internal teams around a shared understanding of the customer journey, supported by real human stories and evidence
- Prioritize improvements based on what matters most to customers—not just what the data suggests
Prove CX’s revenue impact and get boardroom buy-in
Executives don’t just want dashboards—they want clarity, confidence, and proof that CX investments drive results. UserTesting helps you connect customer experience to business impact.
- Show real customer experiences—both wins and pain points—through compelling video feedback
- Uncover and fix conversion blockers that impact revenue, retention, and satisfaction
- Demonstrate the ROI of CX initiatives by linking insights to improved KPIs like NPS, CSAT, and CLTV
- Fuel executive decision-making with customer-led evidence, not assumptions
What sets UserTesting apart
Fast, real-world customer insights: get feedback in hours, not weeks
AI-enhanced testing at scale: uncover customer emotions, behaviors, and patterns with precision
Seamless omnichannel testing: ensure consistent, high-quality experiences across every touchpoint
Data-backed storytelling: bring CX challenges and opportunities to life through real human insight
Why CXOs choose UserTesting
Customer experience leaders need more than data—they need deep understanding to drive impact. UserTesting delivers fast, actionable insights that help CXOs lead with confidence.
