Userguiding vs Userlane which is better for customer feedback

Is Userguiding or Userlane the best tool for customer feedback? And is there a better in-app onboarding 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 is any information provided by customers about their experience with a product or service.
By harnessing customer feedback, you can see whether your product meets their needs, uncover user friction, and make your customers voices heard.
You need a customer feedback tool to create and customize different forms of micro surveys, segment customers by their responses, and conduct a user sentiment analysis.
The tool should support multiple forms of micro surveys, have customization capabilities, support feedback analytics and response monitoring, as well as 3rd party integrations.
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.
Userlane is a code-free digital adoption platform that allows you to collect in-app customer feedback through its NPS. It allows you to set up reminders for those who didn’t respond to the surveys, schedule survey-sending times, and use user segments for survey targeting.
However, Userlane, with its limited survey functionality and unintuitive guide-building interface, may not be the best value for money. Userlane mainly targets enterprises with 500+ employees.
Userpilot offers the best alternative to both Userguiding and Userlane – easy setup of the in-app customer feedback surveys, full customizability, in-app analytics options, and yet – it’s perfectly affordable with plans starting at $249 per month!
Userpilot’s new robust surveys offer a range of interactive in-app surveys featuring NPS, CSAT, CES, and PMF (available Q2-2023). You can fully customize the survey look and feel, and set the trigger frequency and specific targeting. Then, you can analyze the scores, tag responses, and use the data to create specific user segments.

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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 and analyzing 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:

Create fully interactive product tours.
Build segments completely code-free as segmentation features aren’t very intuitive and may require additional help from a developer.
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 other tools on our list. There are three tiers, each one charging a set amount for access to certain features.

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.

Userguiding offers LESS value for money! Try Userpilot instead!

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Userlane for customer feedback

Userlane is a code-free digital adoption platform that allows you to create in-app interactive content to guide new users and increase product adoption.

Userlane allows you to collect user feedback and improve your product experiences with basic survey functionality. Although they are more focused on interactive tours, you can collect feedback too. It’s just harder to analyze and use the data as this is not their main functionality.

Here is what you can do with Userlane’s user feedback:

Create and send out NPS surveys to measure customer loyalty
Set up reminders for those who didn’t respond to the surveys
Configure the date and time of sending surveys and create custom dates
Create specific user segments and target the surveys to those segments

Pros of Userlane

Userlane is a popular digital adoption tool and comes with many benefits. Here are its pros:

Lanes are easy to set up and implement.
Easy to add gamification elements to your onboarding.
Includes real-time analytics so you can identify behavior trends and act on them.
Doesn’t require technical knowledge as it’s mostly code-free.

Cons of Userlane

However, this tool has some flaws so it’s better to get an overview of its cons if you’re thinking of buying it:

Not that many integration options. As of now, it has integrations with Confluence, Zendesk, and KnowledgeOwl.
Some of the UI patterns, like hotspots and tooltips, aren’t as functional as users might like.
Offers only interactive walkthroughs, known as lanes.
Works only in the dashboard and can’t be launched in a Chrome extension as most of its competitors, like Userpilot does.

What users say about Userlane?

When it comes to reviews, customers are mostly enjoying a positive experience with Userlane. Here is what they say:

What I find most helpful about Userlane is its simplicity. In that I mean, it’s just easy to start using it out of the box and they continue to add great features all the time.

We are using Userlane since almost two years and are always happy to implement the newest features. Big kudos to the Customer Support and Customer Success Team. If you need help, they help you almost instantly and provide easy-understandable solutions. I seldom worked with such a nice organization.

But at the same time, some customers are complaining about the lack of user-friendliness and steep learning curve for complete novices.

Here is what they say:

Sometimes it is quite complicated to build a guide within our software. But I think this depends on the structure of our software with so many iframes within iframes…

In general, Userlane offers far more advantages than disadvantages.
However, if there should be improvements from our point of view, then the analytics could be further expanded. They currently reflect a good status of the use of guided tours, but could be a little more detailed at one point or another.

The only thing that for me is frustrating at times, is that the actions bar is now located vertically on the screen, versus its previous location across the base of the screen.
This is not user friendly where needed to scroll up or down the page, which was possible previously, but not so easy now. Also the actions bar covers some of the page content, so have to regularly move the actions bar from left to right and vice versa

Is Userlane the right fit for your business?

Userlane is a good tool but it’s not perfect and might not be the right tool for everyone. Here is why you might think about exploring an alternative tool:

1. You can only create interactive walkthroughs to guide your new customers and everything is done in the native dashboard and not using a Chrome extension builder.
2. It doesn’t offer an in-app help center and there is no capability to provide self-service support.
3. Can create user surveys but with limited functionality and no analytics included.
4. Pricing is high as it mainly targets enterprise accounts with more than 500 employees.

Userlane pricing

Userlane’s pricing is not public and you should reach out to their sales team to get a quote.

But keep in mind that it is based on two things: the number of guided users and the product features you want access to.

There is a better tool for your SaaS than Userlane!

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Is there a better alternative for customer feedback?

Userguiding and Userlane 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:

1. - 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:

1. - 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

1. - 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 offers great value for money compared to other similar tools on the market. Even its entry-level plan (Traction) provides all the necessary features without any usage limit.

The price-to-feature ratio is the best for Userpilot. Other cheaper tools in the market would definitely not fulfill your needs, and others like Pendo would be out of budget. Userpilot sits in that sweet spot. – Saurav S.

The pricing differentiation happens mostly on the service level (e.g. custom domain hosting, dedicated Customer Success Manager, SLA) and is based on the number of Monthly Active Users (MAUs) your company has.

Here’s the detailed Userpilot pricing:

1. - Traction: For up to 2500 users, this plan is $249/ mo.
  - Growth: For up to 10,000 users, this plan is $499/ mo.
  - Enterprise: For large-scale businesses, these plans begin from $1000/ mo.

Conclusion

There you have it.
It should be easier now to make an informed decision between Userguiding and Userlane. 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

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No Credit Card Required

Userguiding vs Userlane: Which is Best For Collecting Customer Feedback

CONTENTS

TL;DR

Looking for the best tool for customer feedback? Search no more!

What is customer feedback?

Why should you care about customer feedback?

Why do you need tools for customer feedback?

Must-have features for collecting and analyzing customer feedback