Independent study shows $7.6M net present value, <6 months payback, and measurable business impact from investing in customer insights

UserTesting, the leading provider of human insights for the enterprise, today announced a newly released Total Economic Impact™ (TEI) study conducted by Forrester Consulting and commissioned by UserTesting. The study reveals that organizations using the UserTesting® Human Insight Platform achieved a 415% return on investment (ROI) over three years with a payback period of less than six months.

According to the study, a composite organization modeled from six global enterprises across software, finance, e-commerce, consumer packaged goods, and retail realized a net present value (NPV) of $7.6 million over three years by leveraging UserTesting to bring customer insights into its decision-making processes.

“Customer experience has become the battleground for growth, and the numbers in this Forrester TEI study make that clear,” said Johann Wrede, Chief Marketing Officer at UserTesting. “When teams bring real customer perspectives into their daily decision-making, they cut costly mistakes, move faster, and uncover opportunities they might have otherwise missed. That’s the value UserTesting delivers.”

Interactive TEI Calculator

In addition to the study, UserTesting commissioned Forrester Consulting to create an interactive TEI Calculator that allows organizations to tailor the analysis to their own business. By inputting assumptions, leaders can estimate the potential ROI, payback period, and long-term value of investing in UserTesting with greater precision.

Key Quantified Benefits

The Forrester analysis identified $9.4 million in business benefits over three years, including:

• Optimized usability – Improved digital experiences drove a 7.2% increase in conversion rates, valued at $2.1 million.
• Stronger retention – Enhancements to product and service experiences improved retention by 10%, generating $2.5 million in value.
• Reduced rework – Validating concepts and designs prelaunch shortened iteration cycles by 25%, avoiding $2.5 million in developer costs.
• Improved productivity – Efficiency gains among researchers and designers equaled $2.4 million in savings.

Customer Voices

Executives interviewed for the study underscored how UserTesting helped them move from intuition to evidence-based decision-making:

• “One corrected product decision alone could recoup our annual investment in UserTesting,” said a Director of Design Operations at a global software company.
• “With UserTesting, we’ve gone from fighting to make the case for customer insights to making it an integral part of our decision-making process,” noted a Senior Manager of UX Research in retail.

About the Study

Forrester Consulting conducted the TEI study in August 2025. The study provides enterprises with a framework to evaluate the potential financial impact of UserTesting by examining benefits, costs, risks, and flexibility. Access the full study here.

Join us for a live webinar on Tuesday, November 18 at 10:00 am PT/1 pm ET, where our guest speakers, a Forrester principal analyst and consultant, will share key industry trends and walk through the Total Economic Impact™ (TEI) study results—summarizing case study findings, offering practical insights, and a live Q&A. Register here.

About UserTesting

UserTesting enables organizations to craft exceptional customer experiences through actionable human insights. With the world’s strongest participant network, AI-driven insights, comprehensive feedback solutions, and expert-level services, enterprises can validate decisions, co-innovate at scale, and accelerate their path to better products and experiences. Trusted by 3,000+ customers, including 75 of the Fortune 100, UserTesting is the partner of choice for businesses committed to delivering experiences customers love. Learn more at www.usertesting.com.

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