Usabilla

Usabilla, a software company founded in Amsterdam in 2009 by Paul Veugen, Marc van Agteren, and Roel Jansen, provides tools for collecting user feedback on websites, apps, and emails. The company's genesis stemmed from the founders' recognition of a gap in the market for a straightforward method for designers and marketers to gather visual user feedback. Before co-founding Usabilla, Paul Veugen was involved with Momades, an online marketing agency, and also founded fatguymedia, showcasing his background in web development and online marketing which directly informed Usabilla's product direction. Marc van Agteren brought a strong technical background to the team, having worked as a developer at various companies before co-founding Usabilla.

The firm's core business revolves around its Voice of Customer (VoC) platform, which enables organizations to capture real-time feedback from their users. This is accomplished through targeted feedback buttons, surveys, and visual feedback mechanisms embedded within a client's digital assets. Clients, which include prominent names like Philips, Tommy Hilfiger, KLM, and Audi, utilize the service to understand user sentiment, identify pain points, and improve their digital experiences. The business model is primarily subscription-based, offering different tiers of service to cater to a diverse client base ranging from small businesses to large enterprises across various sectors.

Usabilla's product suite allows for the collection of both qualitative and quantitative data through features like in-page feedback widgets and exit surveys. A key differentiator is its visual feedback capability, which lets users click on specific elements of a webpage or app and provide comments, offering precise, actionable insights. This targeted feedback helps companies prioritize development efforts and enhance user satisfaction, ultimately aiming to improve conversion rates and customer loyalty. A significant milestone in the company's history was its acquisition by SurveyMonkey in March 2019, a move that integrated Usabilla's specialized user experience feedback tools into SurveyMonkey's broader suite of survey and feedback solutions.

Keywords: user feedback, customer experience, voice of customer, SaaS, feedback analytics, visual feedback, survey software, website optimization, user experience research, conversion rate optimization