Is Userguiding or Apty the best tool for customer feedback? And is there a better in-app feedback software that would better fit your needs?

With so many alternatives on review sites, it’s a bit tricky to really choose one.

You need to consider your priorities and what functionality you’ll need from the tool to get the job done. Then there’s also the price that needs to match your budget. Right?

In this post, we’ll discuss exactly that – what the perfect tool for customer feedback should deliver and which will be the best choice for your company’s needs.
Let’s dive in!

TL;DR

• Customer feedback refers to the insights you collect from people about their experience in using your product and interacting with your product service teams.
• Feedback helps you understand if customers see value in your product and let you uncover friction points. Acting on the data you collect will lead to more informed decisions when it comes to product and user experience improvements.
• Tools help automate feedback collection and analysis while also making sure you collect relevant data from the right users, with the help of segmentation.
• Before choosing a tool, make sure it supports multiple forms of microsurveys out of the box, while also allowing you to add your own customizations.
• Feedback analytics and response monitoring are the next key features if you want to not only collect feedback but also analyze it and understand the intent behind your customers’ scores.
• Userguiding has a built-in NPS survey feature that allows you to create NPS surveys fast.  The downside of using UserGuiding for collecting user feedback is that you can’t tag NPS responses so you can identify trends between scores. You also can’t create long forms as they neither support it in their native interface nor have integrations with other 3-rd party tools to do the job.
• Apty allows you to enable timely employee feedback so you can be contextual and use the insights to improve the employee experience.
• Unlike Userguiding, Apty focused on employee adoption of enterprise software so its user feedback functionality is designed to collect feedback from employees using 3rd party software.
• With Apty you can trigger different in-app surveys embedded into multiple UI patterns and then get detailed feedback analytics inside the Admin Console.
• Not exactly what you’re looking for? Userpilot is the perfect alternative for collecting and analyzing customer feedback in-app. You can use survey templates out of the box, customize them to fit your brand and UI, and trigger them contextually using segmentation. Get a Demo to see it in action.

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What is customer feedback?

Customer feedback is any information provided by customers about their experience with a product or service. By analyzing customer feedback, you can reveal their level of satisfaction and pinpoint areas for improvement.

Why should you care about customer feedback?

Customer feedback is important if you want to truly serve your customers and come up with solutions that can solve their pain points.

Here is why customer feedback matters:

• Understand whether customers see value in your product and if it meets their needs
• Uncover weak spots of your product and bottlenecks that disturb the customer journey
• Make your customers voices heard and acknowledge them that they are important to you
• Collect real-time insights on the go as you’re introducing new features or product updates

Why do you need tools for customer feedback?

Wondering why you even need a customer feedback tool? There are several reasons why you may need one:

Collecting customer feedback should be a standard procedure for any product team.It should be consistent and gained across different stages of the customer journey so you can measure customer experience in different situations. This might be time-consuming but thanks to customer feedback tools, the process can be hassle-free and literally without any coding.

Here’s how customer feedback tools help.

• Create different forms of microsurveys, such as NPS, CSAT, CES, PMF to collect contextual feedback
• Customize the surveys so they are aligned with your brand and match the interface of your app
• Segment customers by their feedback so you can create personalized flows for them
• Conduct a user sentiment analysis to understand your customers better

Now you might ask yourself, how to choose the right customer feedback tool for your SaaS? This is what we will be discussing next.

Must-have features for collecting customer feedback?

Before deciding which customer feedback tool works best, you should understand what features any solid tool must provide.

Here’s what to look for before making a buying decision:

• Make sure the tool you choose supports multiple forms of microsurveys. The most important and popular ones for collecting customer feedback include the Net Promoter Score, Customer satisfaction score, Customer effort score, product-market fit survey, etc
• You should also get customization capabilities so that the surveys you create match your interface and don’t look odd. No tool branding is also preferable
• Feedback analytics and response monitoring are the next key features if you want to not only collect feedback but also analyze it and understand the intent behind your customers’ scores.
• Integration with 3rd party survey and analytics tools so you can enrich your surveys to make the most out of the customer feedback

There you have it. These are the basic features you should be looking for, but the tool you should go with must be dependent on your specific goals. You might need a tool that must cover all of these features but if you don’t need complex features, you should be completely ok with a tool with limited functionalities.

Userguiding for customer feedback

UserGuiding is a lower-cost, entry-level product adoption tool offering a range of features to help companies onboard new customers and boost product adoption.

UserGuiding excels at building simple onboarding experiences for users. It includes a no-code builder, segmentation options, and easily added UI patterns like hotspots, tooltips, and modals.

Although it also has some other goodies like a resource center and analytics, the meat of this product is its onboarding flow builder.

If all you’re looking for is a relatively easy way to build simple onboarding flows, this could be a great choice for you. However, people looking for more analytics, customization, or complex integrations should probably look elsewhere.

With UserGuiding, you can collect user sentiment data with NPS surveys and microsurveys even when using the Basic plan.

Here’s how you can collect user feedback with UserGuiding:

• Build NPS surveys without writing a single line of code.
• Adjust the thank you page and add a follow-up question to gather qualitative data and understand the reasons behind the scores.
• Customize the button texts, colors, and design to match your brand
• Set up custom audiences, segments, timing, and targeting rules to trigger the surveys

The downside of using UserGuiding for collecting user feedback is that you can’t tag NPS responses so you can identify trends between scores. You also can’t create long forms as they neither support it in their native interface nor have integrations with other 3-rd party tools to do the job.

Considering that, Userpilot undoubtedly offers you more value for money. You can build micro surveys, embed Typeform long surveys, collect and analyze NPS responses, and segment users based on scores and responses so you can trigger more personalized experiences. Get a Userpilot demo here!

Pros of Userguiding?

There are some advantages when it comes to choosing UserGuiding. Here are its pros:

• For small startups or independent businesses, the price is an attractive element to consider.
• A good variety of UI patterns to choose from when building flows and guides
• Unlike some of the more expensive options, you can choose to add a Resource Center (a bonus for self-service support).
• For a budget tool, UserGuiding still offers integrations with other applications, such as Mixpanel, Hubspot, Woopra, Slack, Webhook, etc.

Cons of Userguiding?

Though UserGuiding is a solid product many improvements are still needed. The cons of using UserGuiding include:

• There are many bugs and performance issues when using the tool. The UI is also fairly tricky to navigate.
• It has limited functionality, particularly on the basic plan. There you only have a small range of features available – all with the UserGuiding watermark/branding.
• Technical knowledge is required to get the maximum out of this product.
• Customization and design options for UI patterns aren’t the greatest.

What users say about Userguiding?

If you check the product review sites, most people like using UserGuiding.

Here are some reviews from real users:

Creating guides/checklists are easy to implement. It does not take a lot of time to make adjustments when you need to make changes.
You can go live with a simple guide or checklist within minutes. I was able to go live within a few days of getting started. – Administrator in Computer Software

However, some people think there’s too much friction due to bugs. Let’s have a look at some negative reviews to see why users complain about:

It is a bit buggy, sometimes it lags or freezes.

And, some people think that there is still room for improvement:

The analytics felt a little elementary. Other than the Mixpanel integration, it wasn’t possible to analyze user data directly on the UserGuiding dashboard. There was an API we could use that required some set up, but this was something I expected to be baked into the product for sure.- Administrator in Computer Software

Is Userguiding the right fit for your business?

UserGuiding is a great fit for small SaaS businesses but it might be not the right fit if you want to:

1. Create fully interactive product tours.
2. Build segments completely code-free as segmentation features aren’t very intuitive and may require additional help from a developer.
3. Get in-depth analytics. Though UserGuiding does have analytics functionality, it’s not complex and doesn’t give you much data.

Userguiding pricing

UserGuiding’s pricing model is far simpler than others on our list. There are three tiers, each one charging a set amount for access to certain tools.

Here are its packages:

• Basic will give you access to only the most essential onboarding tools: Starting at $99/mo or $69/mo (if you buy the yearly contract), this budget option has a few limitations to consider (i.e. just 1 Team Member, a limit of 20 guides, and 2 checklists, UserGuiding branding on all UI patterns).
• Professional adds unlimited guides, hotspots, and checklists. Starting at $399/mo or $299 /mo if billed yearly.
• Corporate gives you access to everything plus personalized coaching. Starting at $699/mo or $499.mo for a yearly plan.

There is a better tool for your SaaS than Userguiding!

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Apty for customer feedback

Apty’s digital adoption platform aims to make employee adoption a snap with engaging onboarding flows and product tours. It does this with a mix of on-screen guidance, interactive walkthroughs, and in-app messaging.

This platform is great for engaging your employees on your platform to increase product adoption, feature adoption, and improve the experience.

Apty allows you to enable timely employee feedback (from your employees) so you can be contextual and improve the overall customer experience. The only thing about using Apty to collect feedback is that you can only embed surveys from other apps into the announcements.

Here is what Apty’s feedback feature offers:

• Embed surveys (Google forms, Survey Monkey etc) to in-app announcements to collect feedback.
• See the average ratings and the number of users who completed the surveys.

Pros of Apty

Apty is a robust tool for your employee onboarding and adoption needs. Here are the main pros to consider if you’re still deciding:

• Apty is excellent for employee adoption, training, and onboarding. The tool makes it easy to develop in-app guidance for your new starters.
• You can either build different user segments inside the product, or you can integrate your Apty account with other tools and import your data.

Cons of Apty

While Apty is a great tool, the main downsides are the cost and restrictions you get with it. Here are the main cons of the tool:

• Apty offers tooltips and checklists for building product experience flows, but unlike other similar tools, it lacks some important UI patterns such as modals, hotspots, banners, and slideouts.
• One of the biggest disadvantages of Apty is the absence of in-app customer feedback collection. You are kind of limited to embedding surveys built using other tools.
• Doesn’t offer self-service support like a help center where users can access multiple guides and tutorials or contact support. It does provide guides that are similar but more restricted.

What users say about Apty?

Overall, users feel positive about Apty– here’s an example summarizing some key points about its features and the value it offers:

Apty is incredibly helpful for new employees to get familiar with processes in our project management software. The work flows and tooltips have been essential for our workforce.The only downside to Apty was the learning curve of first building out the application to work with our project management tool. Apty had a great support system to help through those challenges. – Jennifer T

Most complaints are about the missing features, integrations and the steep learning curve.

UX experience when it comes to testing is cumbersome; a lot of back and forth.
Below are critical tools that are missing or need improvement. I would like to see these additions and enhancements as current features are limiting our options for solutions: Auto triggers (Related to Rule Engine, i.e. Specific page load, removing the reliance on triggers such as: Launchers, Menu Widget, and Announcement Button),IDP for standardized User Identifier,eLearning for content creators (Builder Certifications),Surveys,Chatbot etc- Paolo T.

Is Apty the right fit for your business?

Apty is a great tool but has limited usability. Here are three main reasons why you might consider an alternative:

1. To get access to all the needed tools for proper employee onboarding and adoption you need to pay for the higher plans that can get quite expensive.
2. Apty doesn’t offer user feedback surveys, which are a very effective way to collect user sentiment at scale and improve your product experiences to meet customer expectations. So if you are aiming to be a customer-centric company that puts users and their needs at the heart of the business, you may need to choose another tool
3. Although Apty offers some segmentation options, in Userpilot you can group users on many more attributes and create more advanced segments.

Apty pricing

Apty offers a free trial and custom quotes based on business needs.

• Free trial: Up to 45 days, includes 2-3 flows, works on a single domain.
• Custom pricing: Intelligent analytics, complex flow creation, multilingual support, available on multiple domains.

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Is there a better alternative for customer feedback?

Userguiding and Apty are good tools for customer feedback. We’ve seen how they compare to each other and what you can achieve with them. Call us biased, but if you’re looking for something better, Userpilot offers more value for your money than these tools.

Userpilot for customer feedback

Userpilot is a powerful product adoption platform that enables you to quickly build personalized, flexible, contextually relevant in-app experiences targeted to different user segments – all without writing a line of code.

There are two types of feedback you should be focusing on collecting to better understand the health of your product and users.

First, you have user sentiment which looks at user satisfaction and effort scores or loyalty (using NPS surveys). Then you may also want to collect feedback on the functionality of the product or specific features.

You can do all these with Userpilot. In short, you can:

• Collect and track (NPS) in-app with a built-in NPS widget that allows you to fully customize the survey look and feel, and set the trigger frequency and specific targeting.
• Analyze NPS scores, tag responses, and use the data to create specific user segments.
• Build and trigger in-app micro surveys like the classic PMF survey, or similar ones and mix multi-choice and open-ended types of questions to collect specific insights.
• Be in charge of who gets which survey type and when with advanced segmentation capabilities, and of course, you can use the answers to segment your audience.

The advantage of using Userpilot for collecting feedback over other survey tools is that you can better control who sees the surveys but also you can instantly use the data collected to segment your user base and trigger the right experience for them.

For instance, if your users give you a low NPS score because they think you’re missing a critical feature (that you actually have already), you can push an interactive walkthrough guiding them to find and explore this feature.

Pros of Userpilot

Userpilot has a number of advantages, especially for mid-market SaaS companies looking for a robust but at the same time very easy-to-use, no-code tool for user onboarding, product adoption, and simplified product analytics. Let’s have a look at the pros of using Userpilot:

• No-code builder – Userpilot comes with an easy-to-use Chrome Extension builder.
• Multiple UI patterns – choose from a range of options to build customized flows: modals, slideouts, banners, tooltips, hotspots, and checklists are all at your disposal
• UI patterns are not limited by plan – you get access to all of them on every single plan, meaning you get value even with the Traction plan (this is the entry-level one).
• Engaging walkthroughs and onboarding flows- build interactive walkthroughs targeted to distinct user segments.
• In-app help – build a resource center offering self-service support to your users, customize it with your branding, and select from a range of help options to boost user satisfaction (i.e. videos, in-app flows, chat, and more).
• Experimentation – built-in A/B testing for flows lets you explore and quickly iterate based on direct user behavior.
• Powerful feedback options- integrated NPS surveys with analytics and response tagging unlock insight into how your users feel.
• Advanced analytics and segmentation- analyze product usage and in-app flow engagement and build user segments using the data.
• Event tracking and feature tags- tag UI engagement (clicks, form fills, hovers) and group them into one custom event to track what really matters.
• More value with integrations- unlock value faster with built-in integrations with popular tools like Segment, Amplitude, Mixpanel, Kissmetrics, Intercom, Heap, and more.

Cons of Userpilot

Userpilot has a number of advantages, especially for mid-market SaaS companies looking for a robust but at the same time very easy-to-use, no-code tool for user onboarding, product adoption, and simplified product analytics. Let’s have a look at the pros of using Userpilot:

• No-code builder – Userpilot comes with an easy-to-use Chrome Extension builder.
• Multiple UI patterns – choose from a range of options to build customized flows: modals, slideouts, banners, tooltips, hotspots, and checklists are all at your disposal
• UI patterns are not limited by plan – you get access to all of them on every single plan, meaning you get value even with the Traction plan (this is the entry-level one).
• Engaging walkthroughs and onboarding flows- build interactive walkthroughs targeted to distinct user segments.
• In-app help – build a resource center offering self-service support to your users, customize it with your branding, and select from a range of help options to boost user satisfaction (i.e. videos, in-app flows, chat, and more).
• Experimentation – built-in A/B testing for flows lets you explore and quickly iterate based on direct user behavior.
• Powerful feedback options- integrated NPS surveys with analytics and response tagging unlock insight into how your users feel.
• Advanced analytics and segmentation- analyze product usage and in-app flow engagement and build user segments using the data.
• Event tracking and feature tags- tag UI engagement (clicks, form fills, hovers) and group them into one custom event to track what really matters.
• More value with integrations- unlock value faster with built-in integrations with popular tools like Segment, Amplitude, Mixpanel, Kissmetrics, Intercom, Heap, and more.

What users say about Userpilot

Let’s check what real users like about Userpilot.

Userpilot is an incredible, user-friendly software that allows us to create unforgettable experiences for our clients! From basic to complex experiences, we have been able to do them all with ease! I would highly recommend this software to anyone who wants to provide their clients or users with the best product tour experience. The possibilities of what you can create are endless! – Tayla G.

Userpilot is simple to set up, use, and does not require any dev – which means instant publishing. This is critical for us as a SaaS company that releases new features frequently; we need the ability to inform our customers of changes quickly, and doing this in our platform through Userpilot allows us to reach the right audience, at the right time, in the right place. There have been many awesome extra features we’ve discovered since coming on board, and it’s been great to see new features released frequently. The tool itself is intuitive and reliable. Having used similar products previously that were clunky and buggy this has really made us happy with our decision to move to Userpilot. – Melina K.

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Userpilot pricing

Userpilot’s transparent pricing ranges from $249/month on the entry-level end to an Enterprise tier for larger companies.

Furthermore, Userpilot’s entry-level plan includes access to all UI patterns and should include everything that most mid-market SaaS businesses need to get started.

Userpilot has three paid plans to choose from:

• Starter: The entry-level Starter plan starts at $249/month and includes features like segmentation, product analytics, reporting, user engagement, NPS feedback, and customization.
• Growth: The Growth plan starts at $749/month and includes features like resource centers, advanced event-based triggers, unlimited feature tagging, AI-powered content localization, EU hosting options, and a dedicated customer success manager.
• Enterprise: The Enterprise plan uses custom pricing and includes all the features from Starter + Growth plus custom roles/permissions, access to premium integrations, priority support, custom contract, SLA, SAML SSO, activity logs, security audit, and compliance (SOC 2/GDPR).

Conclusion

There you have it.
It should be easier now to make an informed decision between Userguiding and Apty. Both tools come with advantages and disadvantages so there isn’t one that is the best. It will depend on your product and current needs.

If you want the best value for money, going with the alternative option would be our recommendation. Want to see how Userpilot can help with customer feedback? Book a demo below.

There is a better tool for your SaaS than Userguiding!

Try Userpilot FREE

• 14 Day Trial
• No Credit Card Required