Rating and communicating with your UserTesting Panel participants

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 test. 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 UserTesting Support 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.

 

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

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Confidential Ratings and Comments

You always have the option to keep your rating and the reasoning behind it confidential. If you are leaving any feedback you do not want the test participants to be able to read, please select this option. Confidential ratings will be reviewed by UserTesting staff and appropriate coaching will be given as needed. Test participants sincerely appreciate positive comments or even constructive criticism, so feel free to leave these useful comments visible. If your feedback skews more negative, the UserTesting staff will be happy to handle relaying coaching and feedback for you.  

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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 test

How to do it

1. You can contact participants from the session view. To do so, click on their username to initiate a new message.

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2. You can also begin a conversation from within the video player. Just click on the Participant’s username at the top of the player and then click Contact.

Message Center

The message center holds all your communication with participants who have completed tests 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 Messages.

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  Click View Conversation to seer your message history with a test participant.

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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. Find more information about how to message participants here.

 

Note: It’s a violation of the Customer Terms of Use to solicit outside work from a test 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 cooperation

 

Related Resources

Finding the Right Participants (UserTesting University)
Understanding the UserTesting Panel (UserTesting University)

 
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