Usabilla VS Refiner

Refiner is a user survey and feedback platform designed to help SaaS businesses understand and engage their users more effectively. Focused on driving product growth, Refiner equips businesses with the insights they need to improve user experience, reduce churn, and amplify customer satisfaction.

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The core of Refiner's offering lies in its flexible and targeted survey capabilities. With a variety of survey types, including NPS, CSAT, and CES, along with custom survey options, Refiner allows you to collect feedback that aligns with your specific needs. Whether you're seeking to understand user satisfaction, identify friction points, or uncover opportunities for upselling, Refiner's surveys can be tailored to suit your goals.

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Refiner also stands out with its ability to deliver surveys within your product, via email, or on specific webpages. This flexibility ensures that you can gather feedback at the right moment in the user journey, boosting response rates and collecting more accurate, context-rich feedback.

Users appreciate Usabilla's continuous feedback collection, trend monitoring through an analytics dashboard, and real-time data collection. Its user-friendly interface, effective feedback collection mechanism, and robust reporting features have been commended. However, it has been called out for its lack of ADA and WCAG 2.1 compliance, which excludes a significant user group - disabled users. Additionally, it falls short in terms of functionality compared to its competitors. Some users have pointed out that Usabilla doesn't allow video responses or recordings of the user's screen like some competitors. It's also primarily limited to desktop instead of mobile web or app, and requires some engineering help to target certain JavaScript event triggers.

Refiner.io, a customer survey solution specifically designed for SaaS companies, has been applauded for its robust functionality and value for money. It's been praised for its ability to track customer success metrics, understand who the users really are, and identify users who are at risk of churning. However, some users have pointed out areas where it could improve. A user on G2 mentioned that Refiner is great for basic surveys but lacks advanced features like branching logic and question randomization. Another user on Capterra mentioned that the user interface could be more intuitive and the learning curve for new users is quite steep. A user on TrustRadius mentioned that the reporting feature could be more flexible and customizable, and the customer support, while generally responsive, could be more proactive.