Rating and communicating with your UserTesting panel participants

Last Updated: Nov 17, 2017 06:33AM PST

With UserTesting you have access to a large panel of participants, diverse in demographics (i.e. age, gender, income), experiences and interests.

Rating participants

We provide you with the option to rate a participant’s performance based on how helpful they were for your study. To provide you with the best possible feedback your tests will be distributed to highly-rated participants first. For this reason, we encourage customers to rate participants often.

Customers rate participants 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 participants who provided honest and thorough feedback and successfully completed all of the tasks while speaking their thoughts out loud.

One-star ratings should be reserved for participants 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 or two-star ratings that you give due to poor feedback.

How to do it

From your dashboard, simply find the participant that you’d like to rate from either your session view or your video player, then select the appropriate number of stars for the participant.


After selecting a rating for a participant, a pop-up will give you the opportunity to provide a reason for your rating.

Follow-up with participants

If you’re a subscription customer and have a quick follow-up question for your participant you can contact the participant after they complete your study.

How to do it

1. Click the Video button under the Sessions tab of your study for the participant you'd like to rate

2. Once you're in the video player click on the Participant’s Username at the top of the player

3. Then click Contact

Message Center

The message center holds all your communication with participants who have completed studies for you.

How to do it

To view your messages click the dropdown next to your account email address on the top right of your dashboard and then select Message Center.


Participants are usually happy to provide additional feedback, but are not compensated for answering follow-up questions through the message center. It’s up to the participant's discretion on whether or not they respond.

Note: It’s a violation of the Customer Terms of Use to solicit outside work from a participant. Customers and participants should also refrain from sharing contact information with one another regardless of the reason. In other words, all communication between customers and participants should be kept within the provided Message Center. We appreciate your compliance to this agreement.

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