Lacks quality customer service and recruitment panel
October 08, 2019
Lacks quality customer service and recruitment panel
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with Optimal Workshop
We used Optimal Workshop several times on the product and platform team for tree testing, which assesses find-ability within the labeling and structure schema. We run a B2B site, so it's important to collect data from the appropriate user segments. Unfortunately, this tool fails in many ways, especially the recruitment service and customer service.
Pros
- Usually, data collection is quick.
- It's cheaper than other tools, but the quality of participants and data is questionable.
Cons
- The recruitment panelists are not professional, nor do they take the tasks seriously. You are going to get a lot of bad data.
- They are HQ'd outside the US and must have a small team because the customer service is the absolute WORST I've experienced in their industry.
- They pride themselves on documentation, but when they fail to document something they blame the customer for the mistake.
- There are way too many limitations with the tool after you launch, limited integrations, and poor survey questionnaire options. The tool itself is far too basic for most sites, especially B2B.
- Site structure decision making.
- UserTesting and UserZoom
Optimal Workshop is worse than its competitors, and I only tried it because of the price. Huge mistake.
Do you think Optimal Workshop delivers good value for the price?
No
Are you happy with Optimal Workshop's feature set?
No
Did Optimal Workshop live up to sales and marketing promises?
No
Did implementation of Optimal Workshop go as expected?
No
Would you buy Optimal Workshop again?
No
Using Optimal Workshop
2 - Product
Comments
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