Refiner
Refiner is a customer survey software for SaaS companies that helps you capture actionable product feedback and calculate NPS, CSAT, and CES scores with highly targeted in-app widgets.
Userback
Userback is a visual feedback and bug reporting software that helps you collect clear, actionable insights from users and teams through annotated screenshots and video recordings.
Quick Comparison
| Feature | Refiner | Userback |
|---|---|---|
| Website | refiner.io | userback.io |
| Pricing Model | Subscription | Subscription |
| Starting Price | $99/month | $59/month |
| FREE Trial | ✓ 14 days free trial | ✓ 14 days free trial |
| Free Plan | ✘ No free plan | ✘ No free plan |
| Product Demo | ✓ Request demo here | ✓ Request demo here |
| Deployment | ||
| Integrations | ||
| Target Users | ||
| Target Industries | ||
| Customer Count | 0 | 0 |
| Founded Year | 2019 | 2013 |
| Headquarters | Paris, France | Brisbane, Australia |
Overview
Refiner
Refiner is a specialized survey and customer feedback platform designed specifically for SaaS teams who need to understand their users better. Instead of sending generic email surveys that get ignored, you can trigger perfectly timed in-app widgets based on specific user behavior. This allows you to capture feedback while your product is top-of-mind, leading to significantly higher response rates and more accurate data.
You can use the platform to automate your entire customer research process, from tracking Net Promoter Scores (NPS) to conducting product-market fit surveys. It helps you identify at-risk customers before they churn and uncover which features your power users value most. By syncing this feedback directly with your CRM or product analytics tools, you turn raw survey responses into actionable data for your product and success teams.
Userback
Userback is a visual feedback platform designed to bridge the gap between your users, developers, and product teams. Instead of deciphering vague bug reports, you receive annotated screenshots and screen recordings that show you exactly what is happening on your website or application. It automatically captures technical metadata like browser version, OS, and console logs, saving you hours of back-and-forth communication.
You can manage all your feedback in a centralized dashboard or sync it directly with your existing project management tools. Whether you are conducting user testing, managing a beta launch, or handling ongoing maintenance, the platform helps you prioritize fixes based on visual evidence. It is built for software teams, digital agencies, and product managers who need to streamline their QA and user research workflows.
Overview
Refiner Features
- In-App Survey Widgets Launch beautiful, non-intrusive surveys directly in your web or mobile app to catch users while they are active.
- Precise User Targeting Trigger surveys based on specific user traits or behaviors so you only ask the right questions to the right people.
- Automated NPS Tracking Set up recurring Net Promoter Score campaigns that run on autopilot to monitor your customer loyalty over time.
- Product-Market Fit Surveys Measure how disappointed your users would be without your product using built-in templates designed for growth.
- Real-Time Alerts Get instant notifications in Slack or email when a customer leaves a negative response so you can intervene immediately.
- Visual Analytics Dashboard Analyze your survey performance and customer sentiment trends with clear, easy-to-read charts and segmentation tools.
Userback Features
- Visual Annotations. Draw, pin, and write comments directly on your website screenshots to show exactly where improvements or fixes are needed.
- Video Screen Recording. Watch your users navigate your site with built-in video recording that captures their voice and actions to identify friction points.
- Automatic Metadata. View essential technical details like browser type, screen resolution, and URL automatically attached to every piece of feedback you receive.
- Console Log Capture. Identify hidden errors quickly by reviewing JavaScript console logs and network errors captured at the moment the user submitted feedback.
- Custom Feedback Widgets. Design and deploy branded feedback buttons and forms that match your website's look and feel without writing complex code.
- Targeted Surveys. Trigger specific micro-surveys based on user behavior to gather qualitative insights at the most relevant moments in their journey.
Pricing Comparison
Refiner Pricing
- Up to 5,000 monthly active users
- Unlimited surveys and responses
- All survey types (NPS, CSAT, CES)
- In-app, email, and link surveys
- Basic integrations and webhooks
- Standard reporting and analytics
- Everything in Essentials, plus:
- Up to 5,000 monthly active users
- Advanced segmentation and targeting
- Custom branding and CSS
- Priority support
- Advanced integrations (Salesforce, HubSpot)
Userback Pricing
- Up to 10 users
- Unlimited projects
- Annotated screenshots
- Screen recording
- Basic integrations
- Session replay
- Up to 15 users
- Everything in Startup, plus:
- JavaScript console logs
- User identification
- Advanced integrations
- Custom branding
Pros & Cons
Refiner
Pros
- High response rates compared to traditional email surveys
- Excellent targeting options based on real-time user behavior
- Clean and modern survey design that matches your brand
- Seamless integration with popular tools like Segment and Slack
Cons
- Starting price point may be high for early-stage startups
- Requires technical installation of a code snippet or SDK
- Advanced customization features require higher-tier paid plans
Userback
Pros
- Visual context eliminates the need for long explanatory emails
- Setup is fast with a simple JavaScript snippet
- Automatic technical data helps developers reproduce bugs instantly
- Seamlessly integrates with popular tools like Jira and Slack
Cons
- No forever-free tier for very small projects
- Mobile app feedback requires a separate SDK implementation
- Learning curve for setting up advanced targeting rules