Usabilla Technology Intelligence

What is Usabilla?

Usabilla is a user feedback platform that enables companies to collect real-time insights from customers across websites, mobile apps, and email campaigns. The platform specializes in targeted, contextual feedback collection—asking users for input at specific moments during their digital journey rather than relying on generic surveys.

Founded in 2009 in Amsterdam, Usabilla was acquired by SurveyMonkey (now Momentive) in 2019. The platform serves enterprise clients seeking to understand user experience issues, identify conversion blockers, and measure customer sentiment. Its strength lies in capturing feedback in context—when users encounter problems or complete tasks—providing actionable insights tied to specific pages and interactions.

Key Features

Feedback Channels

• Website Feedback: Persistent feedback buttons and targeted slide-out surveys
• In-App Feedback: Native SDKs for iOS and Android applications
• Email Feedback: Embedded surveys in transactional and marketing emails

Targeting and Triggering

Show surveys based on user behavior: time on page, scroll depth, exit intent, specific page visits, or custom JavaScript events. Target by URL patterns, user segments, or session attributes.

Visual Feedback

Users can highlight areas of the page while providing feedback. Screenshots are automatically captured with highlights and annotations, showing exactly what users reference.

Sentiment Analysis

Automatic categorization of feedback as positive, negative, or neutral. NPS, CSAT, and CES scoring track satisfaction trends over time.

Analytics Dashboard

• Real-time feedback stream with filtering and search
• Trend analysis across time periods
• Page-level performance comparisons
• Export capabilities for deeper analysis

Integrations

Connect to Slack, Zendesk, Salesforce, Google Analytics, Adobe Analytics, and other platforms via native integrations or API.

Use Cases

Conversion Optimization

E-commerce teams deploy Usabilla on checkout pages to understand why users abandon carts. Exit-intent surveys capture reasons for leaving, revealing UX issues, pricing concerns, or missing features that block purchases.

Website Redesign Validation

Before and after redesigns, teams collect baseline sentiment and measure impact. Targeted surveys on changed pages identify what works and what creates friction for users.

Support Deflection

Help center pages include feedback buttons to identify gaps in documentation. When users indicate content didn't help, product teams know which articles need improvement.

App Store Rating Management

Mobile apps use Usabilla to identify satisfied users and prompt them to rate the app, while routing unhappy users to support channels instead of public reviews.

Feature Launch Feedback

After releasing new features, targeted surveys gather first impressions from users who interact with the new functionality. Quick iteration cycles respond to early feedback before wider rollout.

Continuous Voice of Customer

Always-on feedback buttons let users report issues whenever encountered. The constant stream of feedback creates an early warning system for problems.

Implementation Examples

Basic Website Installation

<!-- Usabilla Website Feedback -->
<script type="text/javascript">
window.lightningjs||function(c){function g(b,d){d&&(d+=(/\?/.test(d)?"&":"?")+"lv=1");c[b]||function(){var i=window,h=document,j=b,g=h.location.protocol,l="load",k=0;(function(){function b(){a.P(l);a.w=1;c[j]("_load")}c[j]=function(){function m(){m.id=e;return c[j].apply(m,arguments)}var b,e=++k;b=this&&this!=i?this.id||0:0;(a.s=a.s||[]).push([e,b,arguments]);return m};var a=c[j]._={};a.hierarchies={};a.hierarchies[j]=[];a.P=function(b){for(var c=a.hierarchies[j],e=0;e

// Trigger survey after purchase completion
function onPurchaseComplete(orderData) {
    window.usabilla_live('trigger', 'post_purchase_survey', {
        orderId: orderData.id,
        orderValue: orderData.total,
        productCount: orderData.items.length
    });
}

// Trigger on scroll depth
window.addEventListener('scroll', function() {
    var scrollPercent = (window.scrollY / document.body.scrollHeight) * 100;
    if (scrollPercent > 75 && !window.surveyTriggered) {
        window.surveyTriggered = true;
        window.usabilla_live('trigger', 'content_engagement');
    }
});

// Pass user data to Usabilla
window.usabilla_live('data', {
    custom: {
        user_id: '12345',
        account_type: 'premium',
        signup_date: '2023-06-15',
        lifetime_value: 1500
    }
});

import Usabilla

// Initialize
Usabilla.initialize(appID: "YOUR_APP_ID")

// Show campaign
Usabilla.sendEvent(event: "purchase_complete")

// Show passive feedback form
Usabilla.loadFeedbackForm("FORM_ID") { form in
    self.present(form, animated: true)
}