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Customer Success · head to head

InMoment vs UserGuiding

InMoment logo

InMoment

Customer Success

Enterprise experience management combining customer feedback, text analytics and case management, quote priced

From
On request
Rated
-
Full reviewWebsite
UserGuiding logo

UserGuiding

Customer Success

No-code product adoption tooling priced on monthly active users rather than per seat

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only UserGuiding has a free tier, so it costs nothing to try first.
  • Each has a real cost: InMoment there is no published pricing anywhere, so a buyer cannot build a shortlist by cost without first entering a sales process with InMoment directly.; UserGuiding pricing is by monthly active user, so a freemium product pays for a large population of users who will never convert, and a strong growth quarter produces a bill increase rather than a saving.
  • They diverge on capability: InMoment covers Multi-channel feedback collection, UserGuiding covers No-code flow builder.
  • Prices and features above were last checked on 1 September 2026.

Where they differ

Only the attributes on which InMoment and UserGuiding actually diverge.

Attributes where InMoment and UserGuiding differ
AttributeInMomentUserGuiding
Starting priceOn requestFree
Pricing modelquotePer month by monthly active users
Free tierNoYes
PlatformsWeb, iOS, AndroidWeb, Chrome extension

Identical on both: user rating (Not yet rated), category (Customer Success).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in InMoment

  • Multi-channel feedback collection
  • Text and sentiment analytics
  • Case management
  • Location-level reporting
  • Review site integration
  • API and CRM integration

Only in UserGuiding

  • No-code flow builder
  • Onboarding checklists
  • Resource centre
  • In-app surveys and NPS
  • Session replay
  • AI assistant
  • Feature requests and roadmap
  • Segmentation

What people use each for

The jobs each tool is most often brought in to do.

InMoment

  • A multi-location retail chain aggregating customer feedback and public reviews across hundreds of storesnot UserGuiding
  • A hotel group needing case management so a bad review triggers a follow-up task for the right property managernot UserGuiding
  • A healthcare system routing patient experience feedback to the relevant department automaticallynot UserGuiding
  • A financial services company needing text analytics on open-ended feedback at a volume manual review cannot handlenot UserGuiding

UserGuiding

  • A software company that needs onboarding flows shipped this month without taking engineering off the roadmapnot InMoment
  • A product team replacing a stale help centre with in-app guidance where users actually get stucknot InMoment
  • A team wanting to test whether a checklist raises first-week activation before investing engineering time in a real onboarding experiencenot InMoment
  • A support organisation deflecting repetitive tickets with a resource centre and AI assistant inside the productnot InMoment

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

InMoment

  • There is no published pricing anywhere, so a buyer cannot build a shortlist by cost without first entering a sales process with InMoment directly.
  • It is built for high-volume, multi-location feedback programmes, so a single-location business or small team gets a platform sized well beyond its actual need.
  • Implementation and customisation require technical expertise, and reviewers note the platform can be expensive and complex to configure for a specific workflow.
  • Professional services are billed separately from platform access, so the effective first-year cost is typically higher than the ongoing annual platform fee alone.
  • It is easy to confuse with the catalogued Momen no-code product or with smaller customer feedback tools; InMoment is specifically enterprise-scale experience management, not a lightweight feedback widget.

UserGuiding

  • Pricing is by monthly active user, so a freemium product pays for a large population of users who will never convert, and a strong growth quarter produces a bill increase rather than a saving.
  • Flows are built as an overlay on your interface and break when the underlying markup changes, so every significant front-end release carries a maintenance task nobody owns.
  • Session replay and the AI assistant are gated to the Growth tier at double the Starter price, so the feature list that sold the product is not what the entry plan delivers.
  • Analytics are adequate for guidance performance but shallower than a dedicated product analytics tool, so most teams end up running it alongside Amplitude or Mixpanel rather than instead of them.
  • Complex single page applications and heavily componentised interfaces need careful element targeting, and teams report brittle selectors that fail silently rather than raising an error.

Pricing, plan by plan

InMoment

On request
  • InMoment XI Platform$undefined/year
    • Priced by response volume, users and modules licensed
    • Separate line items for platform access and professional services
    • Entry-level configurations start in the low hundreds of dollars a month

UserGuiding

Free
  • Support EssentialsFree
    • Entry support-oriented tier
    • Limited monthly active users
    • Core in-app guidance
  • Starter$174/month
    • Billed yearly
    • Product tours, tooltips, hotspots and checklists
    • In-app surveys and NPS
  • Growth$349/month
    • Billed yearly
    • Higher monthly active user allowance
    • Session replay
  • Enterprise$undefined/month
    • Custom monthly active user volumes
    • Security review and single sign-on
    • Dedicated support and onboarding

Which should you pick?

Choose InMoment if

  • You need multi-channel feedback collection.
  • You work on Web, iOS, Android.
  • You also want text and sentiment analytics.
InMoment review

Choose UserGuiding if

  • You need no-code flow builder.
  • You want to start without paying.
  • You work on Web, Chrome extension.
  • You also want onboarding checklists.
UserGuiding review

Questions people ask

Is InMoment or UserGuiding better?
Neither clearly leads. InMoment starts at On request and UserGuiding at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, InMoment or UserGuiding?
UserGuiding has a free tier; the other does not. Paid plans start at On request for InMoment and Free for UserGuiding.
Does InMoment or UserGuiding run on more platforms?
InMoment runs on Web, iOS, Android. UserGuiding runs on Web, Chrome extension.
Can I use UserGuiding for free?
Yes. UserGuiding has a free tier, so you can try it without paying. InMoment starts at On request.
What is InMoment best used for?
InMoment is most often used for a multi-location retail chain aggregating customer feedback and public reviews across hundreds of stores, a hotel group needing case management so a bad review triggers a follow-up task for the right property manager, a healthcare system routing patient experience feedback to the relevant department automatically, a financial services company needing text analytics on open-ended feedback at a volume manual review cannot handle. Of those, a multi-location retail chain aggregating customer feedback and public reviews across hundreds of stores and a hotel group needing case management so a bad review triggers a follow-up task for the right property manager are not what UserGuiding is typically brought in for.
What can InMoment do that UserGuiding cannot?
InMoment covers Multi-channel feedback collection, Text and sentiment analytics, Case management, Location-level reporting. UserGuiding covers No-code flow builder, Onboarding checklists, Resource centre, In-app surveys and NPS.

Answered from the vendors’ own pages

InMoment: Does InMoment publish pricing?

No, every deployment is quoted individually based on feedback volume, users, modules and implementation scope.

UserGuiding: How is UserGuiding priced?

By monthly active users, not by internal seat. Starter is around one hundred and seventy four dollars a month billed yearly and Growth around three hundred and forty nine dollars, with a free tier and a quoted Enterprise plan.

InMoment: What size of organisation is InMoment built for?

Large, multi-location consumer businesses in retail, hospitality, healthcare and financial services running feedback programmes at scale.

UserGuiding: Does it need engineering?

A one-time snippet install, then flows are built visually. Ongoing engineering involvement is usually needed only when interface changes break element targeting.

InMoment: Does InMoment include case management, not just survey collection?

Yes, flagged feedback routes into a case management workflow for frontline follow-up, not only reporting.

UserGuiding: How does it compare on cost to Pendo?

Materially cheaper at the published tiers, but the comparison changes if your monthly active user count is large relative to your revenue.

UserGuiding: Is session replay included?

Only from the Growth tier upward, not on Starter.

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