With UserTesting you have access to a large panel of testers, diverse in demographics (i.e. age, gender, income), experiences and interests.
We provide you with the option to rate a panelist's performance based on how helpful they are. We do this so that we can provide you with the best possible feedback because your tests will be distributed to highly rated testers first. For this reason we encourage customers to rate testers often.
After selecting a rating for a panelist, a pop-up will give you the opportunity to provide qualitative reasoning for your rating. You can use this section to provide feedback directly to the participant or you can choose to keep the rating and reason confidential from the tester. If you choose to do so, the feedback will only be seen by UserTesting.
Customers rate testers using a 5-star rating system:
5 - Extremely Helpful
4 - Very Helpful
3 - Somewhat Helpful
2 - A Little Helpful
1 - Not Helpful
Five star ratings are for testers who successfully completed all of the tasks, in an appropriate amount of time, while speaking their thoughts out loud. These testers also provided honest and thorough feedback.
One star ratings should be reserved for testers who completely failed to provide you with usable feedback. Some examples of this include:
- Failure to complete all tasks/skipping tasks
- Completing the tasks extremely quickly
- Not speaking their thoughts sufficiently
- Failure to meet the requirements
Note: The User Loyalty Team may reach out to you about any one star ratings that you give due to poor feedback.
If you have a quick follow-up question for your tester and are a subscription customer, you have the option to contact the tester after they complete your study.
1. Click Video in the session details of your study.
2. Once you're in the video editor click on the Answers tab.
3. Then click Contact User
The message center holds all your communication/follow up with testers. This provides you a way to communicate with testers who have completed tests for you.
Reach the message center by clicking on Your Account on the top right of your dashboard.
Testers are usually happy to provide additional feedback, but keep in mind that it is up to a tester's discretion on whether or not they respond because they are not compensated for answering follow-up questions through the message center.