# Gainsight Customer Success, UserTesting vs Totango Comparison

| | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 1,731 | 790 | 1,150 | 
| **Largest Market Segment** | Mid-Market (57.9% of reviews) | Enterprise (41.9% of reviews) | Mid-Market (57.0% of reviews) | 
| **Entry Level Price** | No pricing available | Contact Us Per Year | Contact Us Per Year | 

---
## Top Pros & Cons

### Gainsight Customer Success

Pros:
- Ease of Use (302 reviews)
- Centralized Information (158 reviews)

Cons:
- Complexity (76 reviews)
- Limitations (75 reviews)

### UserTesting

Pros:
- Ease of Use (86 reviews)
- Helpful (64 reviews)

Cons:
- Testing Difficulties (28 reviews)
- Missing Features (26 reviews)

### Totango

Pros:
- Ease of Use (202 reviews)
- Customer Support (98 reviews)

Cons:
- Learning Curve (83 reviews)
- Integration Issues (65 reviews)

---
## Ratings Comparison
| Rating | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
  | **Meets Requirements** | 8.6 (1366 reviews) | 8.6 (603 reviews) | 8.3 (970 reviews) | 
  | **Ease of Use** | 8.0 (1435 reviews) | 8.4 (634 reviews) | 8.2 (984 reviews) | 
  | **Ease of Setup** | 6.7 (728 reviews) | 8.6 (300 reviews) | 7.4 (494 reviews) | 
  | **Ease of Admin** | 6.9 (642 reviews) | 8.7 (234 reviews) | 7.8 (362 reviews) | 
  | **Quality of Support** | 8.6 (1201 reviews) | 9.0 (526 reviews) | 8.4 (816 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.0 (651 reviews) | 8.8 (229 reviews) | 8.6 (361 reviews) | 
  | **Product Direction (% positive)** | 9.2 (1364 reviews) | 8.1 (593 reviews) | 8.7 (946 reviews) | 

---
## Pricing

### Gainsight Customer Success

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### UserTesting

#### Entry-Level Pricing

Plan: Team-based Unlimited 

Price: Contact Us Per Year

Description: With a team-based unlimited plan, a team, department, or division (defined through a mutually agreed-upon enterprise scope) can run unlimited tests within a Fair Use policy and enjoy full access to the UserTesting platform. It’s ideal for organizations looking to scale experience research across multiple departments and geographies. Predictable contract terms provide budgeting and procurement certainty.

Key Features:
- Global participant panel across 60+ countries
- Enterprise-grade security and compliance (SOC2, ISO 27001, GDPR, HIPPA)
- Test builder and template gallery

[Browse all 2 editions](https://www.g2.com/products/usertesting/pricing)

#### Free Trial

Yes

### Totango

#### Entry-Level Pricing

Plan: Enterprise

Price: Contact Us Per Year

Description: Efficiently scale customer success with solutions backed by enterprise-grade privacy, security, and customization.

Key Features:
-  10 users (Practitioner seats)
- 2,000 customer accounts
-  5 teams

[Browse all 2 editions](https://www.g2.com/products/totango/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Customer Success

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 8.0/10 | 1237 |
| **UserTesting** | N/A | N/A |
| **Totango** | 7.9/10 | 822 |

#### Customer Information

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Customer Health Scores** | 8.6 (1134 reviews) ✓ Verified | Not enough data | 8.2 (775 reviews) ✓ Verified | 
| **Customer Monitoring** | 8.5 (1079 reviews) ✓ Verified | Not enough data | 8.4 (753 reviews) ✓ Verified | 
| **Customer Profiles** | 8.4 (1074 reviews) ✓ Verified | Not enough data | 8.4 (748 reviews) ✓ Verified | 
| **Playbooks** | 8.2 (1066 reviews) ✓ Verified | Not enough data | 7.7 (639 reviews) ✓ Verified | 
| **Customer Segments** | 8.1 (933 reviews) ✓ Verified | Not enough data | 8.5 (759 reviews) ✓ Verified | 
| **Product Engagement** | 7.9 (920 reviews) ✓ Verified | Not enough data | 8.0 (697 reviews) ✓ Verified | 
| **Surveys** | 8.0 (947 reviews) ✓ Verified | Not enough data | 7.3 (569 reviews) ✓ Verified | 

#### Predictions

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Churn Risk** | 8.0 (962 reviews) ✓ Verified | Not enough data | 7.8 (667 reviews) ✓ Verified | 
| **Upsell Opportunities** | 7.4 (839 reviews) ✓ Verified | Not enough data | 7.1 (634 reviews) ✓ Verified | 
| **Custom Triggers** | 8.1 (905 reviews) ✓ Verified | Not enough data | 7.9 (674 reviews) ✓ Verified | 
| **Machine Learning** | 6.9 (661 reviews) ✓ Verified | Not enough data | 6.6 (495 reviews) ✓ Verified | 

#### Platform

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Reporting & Dashboards** | 8.3 (1126 reviews) ✓ Verified | Not enough data | 8.0 (756 reviews) ✓ Verified | 
| **API & Integrations** | 7.9 (999 reviews) ✓ Verified | Not enough data | 7.7 (692 reviews) ✓ Verified | 
| **Data Import & Export Tools** | 7.8 (980 reviews) ✓ Verified | Not enough data | 7.9 (690 reviews) ✓ Verified | 
| **Workflow Capability** | 8.2 (1004 reviews) ✓ Verified | Not enough data | 8.0 (701 reviews) ✓ Verified | 
| **Notifications** | 8.1 (1032 reviews) ✓ Verified | Not enough data | 7.9 (726 reviews) ✓ Verified | 
| **Customization** | 8.1 (1041 reviews) ✓ Verified | Not enough data | 7.9 (717 reviews) ✓ Verified | 
| **Scalability** | 8.6 (1031 reviews) ✓ Verified | Not enough data | 8.3 (710 reviews) ✓ Verified | 
| **Data Security** | 8.6 (932 reviews) ✓ Verified | Not enough data | 8.5 (632 reviews) ✓ Verified | 
| **Performance & Reliability** | 8.4 (1050 reviews) ✓ Verified | Not enough data | 8.2 (742 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.4 (1021 reviews) ✓ Verified | Not enough data | 8.3 (710 reviews) ✓ Verified | 

#### Generative AI

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **AI Text Generation** | 7.0 (295 reviews) | Not enough data | Feature Not Available | 
| **AI Text Summarization** | 7.2 (298 reviews) | Not enough data | Feature Not Available | 

#### Agentic AI - Customer Success

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Autonomous Task Execution** | 7.4 (14 reviews) | Not enough data | 7.5 (53 reviews) | 
| **Multi-step Planning** | 7.3 (13 reviews) | Not enough data | 7.8 (52 reviews) | 
| **Cross-system Integration** | 8.6 (15 reviews) | Not enough data | 8.0 (51 reviews) | 
| **Natural Language Interaction** | 7.8 (13 reviews) | Not enough data | 7.7 (51 reviews) | 
| **Proactive Assistance** | 7.6 (14 reviews) | Not enough data | 7.6 (52 reviews) | 

### User Research

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **UserTesting** | 7.5/10 | 466 |
| **Totango** | N/A | N/A |

#### User Response Methods

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Survey** | Not enough data | 7.5 (319 reviews) ✓ Verified | Not enough data | 
| **Video Snippets** | Not enough data | 8.6 (376 reviews) ✓ Verified | Not enough data | 
| **Video Interview** | Not enough data | 8.7 (298 reviews) ✓ Verified | Not enough data | 
| **Photo Submission** | Not enough data | 7.1 (183 reviews) ✓ Verified | Not enough data | 
| **Text/Notes** | Not enough data | 8.2 (352 reviews) ✓ Verified | Not enough data | 

#### Participant Selection

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **In-App** | Not enough data | 7.4 (126 reviews) | Not enough data | 
| **In-Store** | Not enough data | 5.5 (81 reviews) | Not enough data | 
| **On-Site** | Not enough data | 6.9 (107 reviews) | Not enough data | 
| **Recruitment Pool** | Not enough data | 8.1 (376 reviews) ✓ Verified | Not enough data | 

#### Insights

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Analytics** | Not enough data | 7.7 (346 reviews) ✓ Verified | Not enough data | 
| **Collaboration** | Not enough data | 7.7 (312 reviews) ✓ Verified | Not enough data | 
| **Sorting** | Not enough data | 7.4 (313 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | 6.6 (84 reviews) | Not enough data | 

### Digital Adoption Platform

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **UserTesting** | N/A | N/A |
| **Totango** | 6.8/10 | 63 |

#### User Analysis

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Survey Implementation** | Not enough data | Not enough data | 7.1 (50 reviews) | 
| **Data Analysis** | Not enough data | Not enough data | 7.0 (55 reviews) | 

#### User Support

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **User Segmentation** | Not enough data | Not enough data | 7.9 (55 reviews) | 
| **Multi-Language Support** | Not enough data | Not enough data | 6.9 (39 reviews) | 
| **Behavior-responsive Messaging** | Not enough data | Not enough data | Feature Not Available | 

#### Walkthrough Type

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Audio-visual Walkthroughs** | Not enough data | Not enough data | Feature Not Available | 
| **Text Bubble Walkthroughs** | Not enough data | Not enough data | 6.6 (41 reviews) | 

#### Platform Basics - Digital Adoption Platform

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Integration** | Not enough data | Not enough data | 7.1 (7 reviews) | 
| **Communications** | Not enough data | Not enough data | 6.4 (7 reviews) | 

#### Analytics - Digital Adoption Platform

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Analytics** | Not enough data | Not enough data | 6.2 (7 reviews) | 

#### Functions - Digital Adoption Platform

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Customer self-service** | Not enough data | Not enough data | 7.1 (7 reviews) | 
| **In-app guidance** | Not enough data | Not enough data | 5.8 (8 reviews) | 

#### Agentic AI - Digital Adoption Platform

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 

### Customer Data Platform (CDP)

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **UserTesting** | N/A | N/A |
| **Totango** | 7.6/10 | 224 |

#### Data Sourcing

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Data Enrichment** | Not enough data | Not enough data | 8.1 (178 reviews) ✓ Verified | 
| **Expandability** | Not enough data | Not enough data | 8.1 (178 reviews) ✓ Verified | 
| **Content Marketing** | Not enough data | Not enough data | 7.1 (110 reviews) | 
| **Multiple Devices** | Not enough data | Not enough data | 7.6 (113 reviews) | 

#### Intelligence

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Marketing Metrics** | Not enough data | Not enough data | Feature Not Available | 
| **Predictive Modeling** | Not enough data | Not enough data | 7.2 (157 reviews) ✓ Verified | 
| **Recommendation Engine** | Not enough data | Not enough data | Feature Not Available | 

### Consumer Video Feedback

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **UserTesting** | 7.9/10 | 259 |
| **Totango** | N/A | N/A |

#### Feedback Source

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Invitation** | Not enough data | 8.0 (114 reviews) | Not enough data | 
| **Survey Link** | Not enough data | 8.3 (132 reviews) | Not enough data | 
| **App** | Not enough data | 8.4 (131 reviews) | Not enough data | 
| **Widget** | Not enough data | 7.7 (83 reviews) | Not enough data | 
| **Recruitment Pool** | Not enough data | 8.3 (155 reviews) | Not enough data | 

#### Feedback Management

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Media Library** | Not enough data | 7.7 (144 reviews) | Not enough data | 
| **Sorting** | Not enough data | 7.7 (159 reviews) | Not enough data | 
| **Sharing** | Not enough data | 8.2 (177 reviews) | Not enough data | 
| **Privacy** | Not enough data | 8.2 (162 reviews) | Not enough data | 

#### Insights

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Human Transcription** | Not enough data | Feature Not Available | Not enough data | 
| **Computer Transcription** | Not enough data | 7.3 (162 reviews) | Not enough data | 
| **Analytics** | Not enough data | 7.7 (173 reviews) | Not enough data | 

#### Agentic AI - Demo Automation

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | Not enough data | 
| **Cross-system Integration** | Not enough data | Feature Not Available | Not enough data | 
| **Adaptive Learning** | Not enough data | Feature Not Available | Not enough data | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | Not enough data | 
| **AI Demo Agent or Avatar ** | Not enough data | Not enough data | Not enough data | 

### Customer Revenue Optimization

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 7.7/10 | 191 |
| **UserTesting** | N/A | N/A |
| **Totango** | 7.7/10 | 92 |

#### Sales Team

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Flexible Sales Process** | 7.8 (108 reviews) | Not enough data | 7.4 (68 reviews) | 
| **Training Mode** | Feature Not Available | Not enough data | Feature Not Available | 
| **Playbooks** | 7.9 (145 reviews) | Not enough data | 7.6 (74 reviews) | 

#### Intelligence

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Opportunity Identification** | 7.8 (130 reviews) | Not enough data | 7.3 (72 reviews) | 
| **Zero-touch Renewals** | 6.8 (115 reviews) | Not enough data | 6.8 (66 reviews) | 
| **Smart Content** | 7.6 (108 reviews) | Not enough data | 6.8 (62 reviews) | 

#### Mapping

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Multiple Org Charts** | 7.5 (117 reviews) | Not enough data | Feature Not Available | 
| **Stakeholder Roles** | 8.1 (129 reviews) | Not enough data | Feature Not Available | 

#### Agentic AI - Customer Revenue Optimization

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 8.6 (7 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 8.6 (7 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 8.1 (7 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 7.9 (7 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 8.3 (7 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 7.9 (8 reviews) | 

### Customer Journey Mapping

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **UserTesting** | N/A | N/A |
| **Totango** | 7.7/10 | 192 |

#### Platform Basics

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Templates** | Not enough data | Not enough data | 8.0 (143 reviews) | 
| **Exporting** | Not enough data | Not enough data | 7.7 (146 reviews) | 
| **Multi-user Access and Collaboration** | Not enough data | Not enough data | 8.2 (139 reviews) | 
| **Multiple Personas** | Not enough data | Not enough data | Feature Not Available | 
| **Data Analytics ** | Not enough data | Not enough data | 7.6 (132 reviews) | 

#### Agentic AI - Customer Journey Mapping

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 7.1 (18 reviews) | 

### Customer Journey Analytics

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **UserTesting** | N/A | N/A |
| **Totango** | 8.1/10 | 270 |

#### Platform Basics

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Dynamic Segmentation** | Not enough data | Not enough data | 8.4 (228 reviews) ✓ Verified | 
| **Journey Optimization** | Not enough data | Not enough data | 8.2 (227 reviews) ✓ Verified | 

#### Platform Data

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Journey Reporting** | Not enough data | Not enough data | 8.0 (221 reviews) ✓ Verified | 
| **Trends Reporting** | Not enough data | Not enough data | 7.9 (222 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | Not enough data | 8.3 (242 reviews) ✓ Verified | 
| **Advanced Data Filtering** | Not enough data | Not enough data | 8.2 (227 reviews) ✓ Verified | 

#### Platform Additional Functionality

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Journey Mapping** | Not enough data | Not enough data | 8.2 (219 reviews) ✓ Verified | 
| **Integrations** | Not enough data | Not enough data | 7.9 (227 reviews) ✓ Verified | 
| **Automated Alerts** | Not enough data | Not enough data | 8.1 (199 reviews) | 

#### Agentic AI - Customer Journey Analytics

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 7.3 (15 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 8.4 (15 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 8.0 (15 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 7.8 (15 reviews) | 

### Experience Management

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 7.7/10 | 214 |
| **UserTesting** | 6.6/10 | 25 |
| **Totango** | 7.8/10 | 126 |

#### Analytics

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Net Promoter Score (NPS)** | 8.8 (174 reviews) | 6.8 (20 reviews) | 8.1 (101 reviews) | 
| **Customer Satisfaction (CSAT) Score** | 8.6 (151 reviews) | 6.7 (19 reviews) | 8.2 (95 reviews) | 
| **Customer Effort Score (CES)** | 7.9 (123 reviews) | 6.8 (18 reviews) | Feature Not Available | 
| **Gamification** | 6.8 (111 reviews) | Feature Not Available | Feature Not Available | 

#### Customization

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Stakeholder Management** | 8.1 (144 reviews) | 6.9 (18 reviews) | 8.0 (90 reviews) | 
| **Multilanguage Support** | 7.7 (104 reviews) | 6.2 (17 reviews) | Feature Not Available | 
| **Multiple Branding Support** | 7.6 (102 reviews) | 6.2 (18 reviews) | 7.6 (76 reviews) | 
| **Vertical-specific Solutions** | 7.6 (97 reviews) | 5.8 (17 reviews) | Feature Not Available | 

#### Generative AI

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **AI Text Generation** | 7.0 (47 reviews) | Feature Not Available | 6.4 (51 reviews) | 
| **AI Text Summarization** | 7.2 (49 reviews) | 7.3 (19 reviews) | 6.4 (52 reviews) | 

#### Agentic AI - Experience Management

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 8.1 (8 reviews) | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 8.5 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 8.5 (8 reviews) | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 8.5 (8 reviews) | 

### Survey

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **UserTesting** | 6.4/10 | 29 |
| **Totango** | N/A | N/A |

#### Survey Management

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Survey Builder** | Not enough data | 6.1 (22 reviews) | Not enough data | 
| **Question Types** | Not enough data | 7.9 (24 reviews) | Not enough data | 
| **Templates** | Not enough data | 6.5 (22 reviews) | Not enough data | 
| **Survey Distribution** | Not enough data | 6.5 (24 reviews) | Not enough data | 

#### Survey Customization

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Branching/Skip Logic** | Not enough data | 6.0 (25 reviews) | Not enough data | 
| **Branding** | Not enough data | 5.8 (24 reviews) | Not enough data | 
| **Multimedia Support** | Not enough data | 6.5 (24 reviews) | Not enough data | 
| **Multilingual Surveys** | Not enough data | 4.9 (23 reviews) | Not enough data | 

#### Survey Insights

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Reporting & Analytics** | Not enough data | 6.3 (24 reviews) | Not enough data | 
| **BI Tools Integration** | Not enough data | Feature Not Available | Not enough data | 
| **Data Exporting** | Not enough data | 7.1 (24 reviews) | Not enough data | 
| **Permissions** | Not enough data | 6.8 (24 reviews) | Not enough data | 

#### Agentic AI - Survey

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Adaptive Learning** | Not enough data | Feature Not Available | Not enough data | 
| **Proactive Assistance** | Not enough data | Feature Not Available | Not enough data | 
| **Decision Making** | Not enough data | Feature Not Available | Not enough data | 

### Client Onboarding

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **UserTesting** | N/A | N/A |
| **Totango** | 8.1/10 | 243 |

#### Onboarding Setup

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Workflows** | Not enough data | Not enough data | 8.2 (221 reviews) | 
| **Templates** | Not enough data | Not enough data | 7.9 (212 reviews) | 
| **Checklists** | Not enough data | Not enough data | 8.0 (202 reviews) | 

#### Project Tracking

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Monitoring** | Not enough data | Not enough data | 8.2 (199 reviews) | 
| **Resources** | Not enough data | Not enough data | Feature Not Available | 
| **Content** | Not enough data | Not enough data | 8.0 (195 reviews) | 
| **Tasks** | Not enough data | Not enough data | 8.4 (212 reviews) | 
| **Optimization** | Not enough data | Not enough data | 8.0 (193 reviews) | 

#### Customer Engagement

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Portal** | Not enough data | Not enough data | 7.9 (188 reviews) | 
| **Engagement** | Not enough data | Not enough data | 8.0 (204 reviews) | 
| **Branding** | Not enough data | Not enough data | 7.7 (199 reviews) | 
| **Visibility** | Not enough data | Not enough data | 8.3 (198 reviews) | 
| **Collaboration** | Not enough data | Not enough data | Feature Not Available | 

### Proactive Customer Retention

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 8.8/10 | 32 |
| **UserTesting** | N/A | N/A |
| **Totango** | N/A | N/A |

#### Platform

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Health Score** | 9.5 (28 reviews) | Not enough data | Not enough data | 
| **Customer Profiles** | 10.0 (13 reviews) | Not enough data | Not enough data | 
| **Notifications** | 9.5 (19 reviews) | Not enough data | Not enough data | 

#### Predictions

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Service Quality Assurance** | 8.9 (16 reviews) | Not enough data | Not enough data | 
| **Analytics** | 8.8 (20 reviews) | Not enough data | Not enough data | 
| **Revenue Impact** | 8.6 (15 reviews) | Not enough data | Not enough data | 
| **Artificial Intelligence** | 9.2 (23 reviews) | Not enough data | Not enough data | 
| **Sentiment** | 8.9 (17 reviews) | Not enough data | Not enough data | 
| **Retention** | 9.4 (22 reviews) | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **AI Text Generation** | 6.2 (7 reviews) | Not enough data | Not enough data | 
| **AI Text Summarization** | 7.9 (8 reviews) | Not enough data | Not enough data | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **UserTesting** | 8.2/10 | 155 |
| **Totango** | N/A | N/A |

#### Generative AI

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 5.7 (5 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | 6.4 (6 reviews) | Not enough data | 

#### Survey Management

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Brand Design Consistency** | Not enough data | 9.0 (35 reviews) ✓ Verified | Not enough data | 
| **Survey Deployment** | Not enough data | 8.3 (83 reviews) ✓ Verified | Not enough data | 
| **Feedback Collection** | Not enough data | 8.6 (107 reviews) ✓ Verified | Not enough data | 
| **Device Responsiveness** | Not enough data | 8.5 (100 reviews) ✓ Verified | Not enough data | 

#### Process Management

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Feedback Aggregation** | Not enough data | 8.0 (102 reviews) ✓ Verified | Not enough data | 
| **Trigger Alerts** | Not enough data | Feature Not Available | Not enough data | 
| **Real-Time Analysis** | Not enough data | 8.3 (82 reviews) ✓ Verified | Not enough data | 
| **Real-Time Action** | Not enough data | Feature Not Available | Not enough data | 

#### System Management

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Security** | Not enough data | 8.8 (89 reviews) ✓ Verified | Not enough data | 
| **System Monitoring** | Not enough data | 9.2 (15 reviews) ✓ Verified | Not enough data | 

### SAP Store

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **UserTesting** | N/A | N/A |
| **Totango** | N/A | N/A |

#### Agentic AI - SAP Store

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### Consumer Insights Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **UserTesting** | N/A | N/A |
| **Totango** | N/A | N/A |

#### Survey Design - Consumer Insights Platforms

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Multi-Use Methodologies** | Not enough data | Not enough data | Not enough data | 
| **Industry & Locale Adaptability** | Not enough data | Feature Not Available | Not enough data | 
| **Behavioral & Adaptive Logic Guidance** | Not enough data | Not enough data | Not enough data | 
| **Self-Serve Survey Builder** | Not enough data | Not enough data | Not enough data | 
| **AI Smart Probes** | Not enough data | Feature Not Available | Not enough data | 

#### Audience Access - Consumer Insights Platforms

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Flexible Audience Options** | Not enough data | Not enough data | Not enough data | 
| **Customer Data Upload** | Not enough data | Not enough data | Not enough data | 
| **Consumer Panels** | Not enough data | Not enough data | Not enough data | 

#### Data Collection - Consumer Insights Platforms

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Rapid Research** | Not enough data | Not enough data | Not enough data | 
| **Quality Assurance** | Not enough data | Not enough data | Not enough data | 
| **Mobile / Mixed Mode** | Not enough data | Not enough data | Not enough data | 

#### Analytics - Consumer Insights Platforms

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **AI-Powered Insights** | Not enough data | Not enough data | Not enough data | 
| **Qualitative Research Support** | Not enough data | Not enough data | Not enough data | 
| **Benchmarking & Norms** | Not enough data | Not enough data | Not enough data | 

#### Collaboration - Consumer Insights Platforms

| Feature | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Dashboards & Embedded Integrations** | Not enough data | Feature Not Available | Not enough data | 
| **Embeddable Reports** | Not enough data | Not enough data | Not enough data | 
| **Shared Workspaces** | Not enough data | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Experience Management Software](https://www.g2.com/categories/experience-management)

**Unique to Gainsight Customer Success (3):** [Customer Revenue Optimization (CRO) Software](https://www.g2.com/categories/customer-revenue-optimization), [Customer Success Software](https://www.g2.com/categories/customer-success), [Proactive Customer Retention Software](https://www.g2.com/categories/proactive-customer-retention)

**Unique to UserTesting (5):** [Consumer Video Feedback Software](https://www.g2.com/categories/consumer-video-feedback), [User Research Tools](https://www.g2.com/categories/user-research), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Survey Software](https://www.g2.com/categories/survey), [Consumer Insights Platforms](https://www.g2.com/categories/consumer-insights-platforms)

**Unique to Totango (8):** [Client Onboarding Software](https://www.g2.com/categories/client-onboarding), [Customer Revenue Optimization (CRO) Software](https://www.g2.com/categories/customer-revenue-optimization), [Customer Success Software](https://www.g2.com/categories/customer-success), [Customer Data Platforms (CDP)](https://www.g2.com/categories/customer-data-platform-cdp), [Customer Journey Mapping Tools](https://www.g2.com/categories/customer-journey-mapping), [Digital Adoption Platforms](https://www.g2.com/categories/digital-adoption-platform), [Customer Journey Analytics Software](https://www.g2.com/categories/customer-journey-analytics), [SAP Store Software](https://www.g2.com/categories/sap-store)


---
## Reviewer Demographics

### By Company Size

| Segment | Gainsight Customer Success | UserTesting | Totango | 
|---|---|---|---|
| **Small-Business** | 9.0% | 20.0% | 22.3% | 
| **Mid-Market** | 57.9% | 38.1% | 57.0% | 
| **Enterprise** | 33.1% | 41.9% | 20.7% | 

### By Industry

#### Gainsight Customer Success

- **Computer Software:** 38.7%
- **Information Technology and Services:** 19.9%
- **Marketing and Advertising:** 4.3%
- **Telecommunications:** 3.6%
- **Computer & Network Security:** 3.5%
- **Internet:** 3.2%
- **Financial Services:** 2.6%
- **Hospital & Health Care:** 2.5%
- **Education Management:** 1.8%
- **E-Learning:** 1.4%
- **Other:** 18.6%

#### UserTesting

- **Financial Services:** 10.3%
- **Computer Software:** 9.8%
- **Information Technology and Services:** 8.8%
- **Retail:** 6.5%
- **Consumer Goods:** 3.8%
- **Health, Wellness and Fitness:** 3.7%
- **Marketing and Advertising:** 3.6%
- **Design:** 3.4%
- **Insurance:** 3.2%
- **Internet:** 3.2%
- **Other:** 43.8%

#### Totango

- **Computer Software:** 36.2%
- **Information Technology and Services:** 19.0%
- **Telecommunications:** 4.3%
- **Internet:** 3.4%
- **Marketing and Advertising:** 3.4%
- **Computer & Network Security:** 3.1%
- **Financial Services:** 2.6%
- **Hospital & Health Care:** 1.6%
- **Education Management:** 1.5%
- **E-Learning:** 1.5%
- **Other:** 23.5%

---
## Alternatives

### Alternatives to Gainsight Customer Success

- [ChurnZero](https://www.g2.com/products/churnzero/reviews) — 4.7/5 stars (1591 reviews)
- [Custify](https://www.g2.com/products/custify/reviews) — 4.7/5 stars (499 reviews)
- [Planhat](https://www.g2.com/products/planhat/reviews) — 4.5/5 stars (926 reviews)
- [Vitally](https://www.g2.com/products/vitally/reviews) — 4.5/5 stars (696 reviews)
- [Catalyst](https://www.g2.com/products/totango-catalyst/reviews) — 4.5/5 stars (659 reviews)
- [ClientSuccess](https://www.g2.com/products/clientsuccess/reviews) — 4.4/5 stars (423 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)
- [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) — 4.3/5 stars (751 reviews)
- [Qualtrics Strategy & Research](https://www.g2.com/products/qualtrics-strategy-research/reviews) — 4.4/5 stars (3015 reviews)
- [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) — 4.5/5 stars (206 reviews)

### Alternatives to UserTesting

- [Dscout](https://www.g2.com/products/dscout/reviews) — 4.5/5 stars (184 reviews)
- [Respondent](https://www.g2.com/products/respondent/reviews) — 4.6/5 stars (525 reviews)
- [Lyssna](https://www.g2.com/products/lyssna/reviews) — 4.5/5 stars (178 reviews)
- [Userlytics](https://www.g2.com/products/userlytics/reviews) — 4.4/5 stars (188 reviews)
- [User Interviews](https://www.g2.com/products/user-interviews/reviews) — 4.6/5 stars (1046 reviews)
- [Hotjar](https://www.g2.com/products/hotjar/reviews) — 4.3/5 stars (342 reviews)
- [Qualtrics Strategy & Research](https://www.g2.com/products/qualtrics-strategy-research/reviews) — 4.4/5 stars (3015 reviews)
- [Userback](https://www.g2.com/products/userback/reviews) — 4.7/5 stars (286 reviews)
- [Maze](https://www.g2.com/products/maze-maze/reviews) — 4.5/5 stars (111 reviews)
- [WEVO](https://www.g2.com/products/wevo/reviews) — 4.7/5 stars (71 reviews)

### Alternatives to Totango

- [Custify](https://www.g2.com/products/custify/reviews) — 4.7/5 stars (499 reviews)
- [ChurnZero](https://www.g2.com/products/churnzero/reviews) — 4.7/5 stars (1591 reviews)
- [Planhat](https://www.g2.com/products/planhat/reviews) — 4.5/5 stars (926 reviews)
- [Vitally](https://www.g2.com/products/vitally/reviews) — 4.5/5 stars (696 reviews)
- [ClientSuccess](https://www.g2.com/products/clientsuccess/reviews) — 4.4/5 stars (423 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)
- [Twilio Segment](https://www.g2.com/products/twilio-segment/reviews) — 4.5/5 stars (565 reviews)
- [Pendo](https://www.g2.com/products/pendo-io-pendo/reviews) — 4.4/5 stars (1786 reviews)
- [Insider One](https://www.g2.com/products/insider-one/reviews) — 4.8/5 stars (1357 reviews)
- [Bloomreach](https://www.g2.com/products/bloomreach-bloomreach/reviews) — 4.6/5 stars (764 reviews)

---
## Top Discussions

### Gainsight Customer Success

- Title: [What is Gainsight used for?](https://www.g2.com/discussions/what-is-gainsight-used-for) — 2 comments
  > **Top comment:** "Organizing information about customers to help those managing the account to document progress."
- Title: [What is Gainsight PX?](https://www.g2.com/discussions/gainsight-what-is-gainsight-px) — 2 comments *(includes official response)*
  > **Top comment:** "Gainsight PX provides businesses with product analytics, digital in-app engagements and user feedback capabilities to accelerate time-to-value, drive product..."
- Title: [What is Gainsight software?](https://www.g2.com/discussions/what-is-gainsight-software) — 2 comments
  > **Top comment:** "Gainsight is a software created specifically to cater to Customer Success teams within the SaaS market."
- Title: [How do we import notes from our previous history of customer data into gainsites newsfeed](https://www.g2.com/discussions/how-do-we-import-notes-from-our-previous-history-of-customer-data-into-gainsites-newsfeed) — 2 comments, 1 upvote
  > **Top comment:** "You could export those comments along with a customerID to a CSV file, post to S3 and ingest into Gainsight that way.  Depending on where you want it..."
- Title: [Is there a way I can have my checked off CTAs in cockpit disappear immediately?](https://www.g2.com/discussions/52149-is-there-a-way-i-can-have-my-checked-off-ctas-in-cockpit-disappear-immediately) — 1 comment, 1 upvote
  > **Top comment:** "I have invested with some scam brokers in the past, and the story is as horrific as the ones i have read because i went through the ordeal myself. I lost..."

### UserTesting

- Title: [Does user testing record your face?](https://www.g2.com/discussions/does-user-testing-record-your-face) — 2 comments
  > **Top comment:** "Not always, if they need to do so, it will be mentioned in the screeners and/or in the terms and conditions before starting the test."
- Title: [Will you consider building out videos and demos for specific prospective users?](https://www.g2.com/discussions/will-you-consider-building-out-videos-and-demos-for-specific-prospective-users) — 2 comments, 1 upvote
  > **Top comment:** "The usertesting.com sales team is very informed and supportive. Im pretty sure if you contacted them directly. They will arrange a demo for you. "
- Title: [What does user testing do?](https://www.g2.com/discussions/what-does-user-testing-do) — 1 comment
  > **Top comment:** "Best-in-class companies rely on UserTesting to gain valuable insight into their products from people. Every day, new testing opportunities are released from..."
- Title: [Does user testing really pay?](https://www.g2.com/discussions/does-user-testing-really-pay) — 1 comment
  > **Top comment:** "Yes! UserTesting allows contributors the opportunity to earn extra money in your spare time by providing your opinions and thoughts on products, apps, and..."
- Title: [Can i earn by testing your products as a user?](https://www.g2.com/discussions/50313-can-i-earn-by-testing-your-products-as-a-user) — 1 comment, 1 upvote
  > **Top comment:** "Yes, you can apply to join the UserTesting panel of participants and get paid for completing tests that you qualify for. Learn more here:..."

### Totango

- Title: [What would be the best way to load the pages faster?](https://www.g2.com/discussions/51442-what-would-be-the-best-way-to-load-the-pages-faster) — 2 comments
  > **Top comment:** "Only way I've seen is to restrict your filters on notifications (the first page for me at least)"
- Title: [What are best practices for CSM assignment process - both dynamic and static?](https://www.g2.com/discussions/16231-what-are-best-practices-for-csm-assignment-process-both-dynamic-and-static) — 2 comments, 1 upvote
  > **Top comment:** "Hi Tony, can we please move the conversation to forum.totango.com - we don't really track this discussion board that frequently"
- Title: [1. Embed a PDF fillable form? 2. Prepopulated email response be hyperlink to an automated email](https://www.g2.com/discussions/1-embed-a-pdf-fillable-form-2-prepopulated-email-response-be-hyperlink-to-an-automated-email) — 1 comment, 1 upvote
  > **Top comment:** "Julio, thank you for your questions and  patience. 
Totango support forms, however not in a PDF format. As for triggering responses, we can absolutely..."
- Title: [I would like for Totango to be able to send desktop notifications.](https://www.g2.com/discussions/totango-i-would-like-for-totango-to-be-able-to-send-desktop-notifications) — 1 comment, 1 upvote
  > **Top comment:** "Hi Jon,

That definitely a great idea. The best way to ask for new features is to submit them here. Our product team listens very carefully and many of the..."
- Title: [I would like for Totango to be able to send desktop notifications.](https://www.g2.com/discussions/i-would-like-for-totango-to-be-able-to-send-desktop-notifications) — 1 comment
  > **Top comment:** "Hi Jon, 

The best way to ask for new features is to submit them here. Our product team listens very carefully and many of the features are coming directly..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/gainsight-customer-success-vs-usertesting-vs-totango)