UserTesting

Software & Web Services • United Statesusertesting.com

Review data last updated August 16, 2026.

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Based on public reviews and response behavior.

Overall Score

39/100

+7.3 vs. last month3.09 ★ average rating · 1,482 reviews

Competitive Performance Rank

Among fully-analyzed Software & Web Services companies

#333of 363

Top 92% · Bottom Tier

#1 (best)#363 (worst)

#331Peer

#332Peer

#333This company

#334Peer

#335Peer

Overall Customer Sentiment

Below Average

53% of reviews positive, 45% negative

53%

positive

Positive53%
Neutral2%
Negative45%

Sentiment Balance

Covering August 2026 — 43 reviews, not the company's full review history.

Positive sentiment

Neutral sentiment

Negative sentiment

—

positive

Positive—
Neutral—
Negative—

Takeaway: Positive sentiment accounts for 40% of reviews in this period, with 58% negative and 2% neutral.

Sentiment Trend Over Time

Reviews (Count)

Showing 1,456 reviews across the months with enough data to chart reliably (min 3/month), most recent: August 2026.

Sentiment has been declining over the period shown.

Theme Distribution

Share of theme mentions

Loyalty

17.2%

Product Quality

15.1%

Pricing

15.0%

Customer Support

12.8%

Problem Resolution

10.8%

Most feedback concerns Loyalty.

The most common complaint theme is Problem Resolution, making up 10.8% of all theme mentions.

Churn Signal Score

Rule-based: negative-review share, churn-intent phrases, and sentiment movement over time.

HIGH59/100

59/100

signal score

•Built from a negative-review share of 45.3% across this company's analyzed reviews.
•7 reviews contain phrases that signal intent to leave, such as cancelling or switching provider.
•The share of negative reviews has held steady over time, so the trend doesn't move the score.

Reviewer Breakdown

Star split and recent-versus-earlier sentiment.

3.1avg rating

5★

43.5%

4★

6.6%

3★

4.3%

2★

6.3%

1★

39.2%

Based on 1,482 analyzed reviews. Sentiment is holding steady: 43.7% of reviews in the last three months were positive, compared with 40.6% in the three months before that.

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