I used to be a big proponent of usertesting.com but have lately become rapidly disillusioned with them. This gives me no satisfaction, as for years I would have said they were one of my favorite SaaS companies, with excellent customer service.

Allow me to explain.

• There is no middle ground between a very limited, nearly useless $99 test, and a pro plan that appears to only start at about $20,000.
• If you are an agency, plans START at 20,000 and while tests are unlimited, you are REQUIRED to reveal your clients' names. Ostensibly this is so they won't "bother" your clients, but who are we kidding? You know exactly what they plan to do.  Undercut you.
• True story: When client themselves wants to set up account: big brand name. We warned them about the pro pricing and hardline sales tactics, and sure enough, when the trial period was up, usertesting.com blocked access to tests already paid for (anything over 25) including download access and the ability to make highlight reels.  This is a company who is willing to spend the money for the tests at $99/per and probably would spend $5-10k a year with them, minimum, and maybe more as they gain traction inside their organization.  But since they don't want to commit in advance to $20k, usertesting refuses to play ball.
• In short, I will never use or recommend them again, and I'm eagerly researching competitors. if you know of or are one and are interested with working on a global brand who will be willing to endorse you publicly, let me know.