Hotjar Customer Reviews 2025 | SoftwareReviews

Hotjar

Composite Score

8.3 /10

CX Score

8.4 /10

40 Reviews Write a Review

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What is Hotjar?

Hotjar is a behavior analytics and product experience insights service that helps you empathize and understand your users, and get their feedback through tools like heatmaps, session recordings, and surveys. Hotjar complements the data and insights you get from traditional web analytics tools like Google Analytics. It’s an industry-leading and easy-to-use service that combines user behavior analysis, product experience insights, and website feedback tools to help you understand what’s actually happening on your site, what your users care about, and what they have to say.

Company Details

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Awards & Recognition

Hotjar won the following awards in the Website Analytics category

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2024 Data Quadrant Gold Medalist

2024

5 Top Rated Capabilities

5 Top Rated Features

2024

2023 Data Quadrant Gold Medalist

2023

5 Top Rated Capabilities

5 Top Rated Features

2023

Hotjar Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Hotjar.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

1
Since last award

93 Plan to Renew

3
Since last award

88 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+92 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Hotjar?

0% Negative

7% Neutral

93% Positive

Pros

Performance Enhancing
Reliable
Enables Productivity
Unique Features

Feature Ratings

Average 88

Data Visualization

Customer Journey Modelling

Conversion Analysis

Social Media Analytics

Device and Browser Analytics

Search Engine Optimization

Customer Value Analysis

Audience Demographics

Audience Segmentation

API Framework

Paid Search Integration

Vendor Capability Ratings

Average 85

Quality of Features

Ease of IT Administration

Vendor Support

Usability and Intuitiveness

Business Value Created

Product Strategy and Rate of Improvement

Availability and Quality of Training

Ease of Data Integration

Breadth of Features

Ease of Implementation

Ease of Customization

Also Featured in...

Voice of the Customer

Score 7.6

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Hotjar Reviews

Anna K.

Role: Information Technology
Industry: Media
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2023

Highly valuable insights, but expensive

Likeliness to Recommend

10 /10

What differentiates Hotjar from other similar products?

It's industry leading reputation means it's a platform that team members often feel familiar with, which speeds onboarding and adoption.

What is your favorite aspect of this product?

Watching the recordings of users, and being able to tag and categorize. It's great to really see how users are interacting with your products, and test assumptions.

What do you dislike most about this product?

The onboarding for cheaper plans is very self-serve, and this can feel an obstacle for team members who haven't used before.

What recommendations would you give to someone considering this product?

The insights are great, but the product is expensive. Make sure there's a clear set of users inhouse who are regularly going to use the tool and pull out insights to act upon.

Pros

Performance Enhancing
Unique Features
Reliable
Enables Productivity

Eric W.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2025

Enhancing Website Performances with Hotjar

Likeliness to Recommend

8 /10

What differentiates Hotjar from other similar products?

Hotjar facilitates us with real-time collaboration activities, by utilizing its valuable tools like feedback polls, and session recordings, whereas other similar products give us data based on overall traffic rather than required one, thus giving us more targets and actionable views. This helps us a lot to respond to the issues swiftly to prevent any catastrophe.

What is your favorite aspect of this product?

I like how it authorizes us to collect feedback directly from the users of our websites with the help of customized polls and surveys. This beneficial feature makes an extra layer of knowledge far from customers' behavioral data as it guides us to validate expectations and to have insights into visitors, an admirable way to get user’s sentiments. Moreover, I appreciate the way its customer support provides responsive services.

What do you dislike most about this product?

Its analytical and reporting capabilities are very basic and limited as compared to other products.

What recommendations would you give to someone considering this product?

Be sure to set up its privacy feature mindfully for the sites where the privacy regulations are strict. It gives you the option to conceal sensitive data during session recordings but it is suggested to observe and comply with data protection laws.

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Unique Features

Deyan G.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2025

It's good but somewhat heavy on the website.

Likeliness to Recommend

8 /10

What differentiates Hotjar from other similar products?

It's lighter than, for example, PostHog but not as light as Microsoft Clarity.

What is your favorite aspect of this product?

The heatmaps.

What do you dislike most about this product?

It's a bit expensive.

What recommendations would you give to someone considering this product?

Go with the free plan first to evaluate the speed effect on the website.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Hotjar

What is Hotjar?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Gold Medalist

2023 Data Quadrant Gold Medalist

Hotjar Ratings

89 Likeliness to Recommend

1 Since last award

93 Plan to Renew

3 Since last award

88 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+92 Net Emotional Footprint

How much do users love Hotjar?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Data Visualization Visualize customer data in configurable dashboards or reports, and easily share these visualizations with decision makers.

Customer Journey Modelling The ability to effectively model and display customer behaviors or journeys through multiple channels and touchpoints.

Conversion Analysis The ability to capture and analyze conversion (transaction) data and conversion paths from the web or associated channels.

Social Media Analytics Captures information on social signals from popular services (Twitter, Facebook, LinkedIn etc.).

Device and Browser Analytics Capture and summarize device and browser information.

Search Engine Optimization Provides targeted recommendations for improving and optimizing a page for organic search rankings (i.e. via A/B testing or multivariate testing).

Customer Value Analysis Predicts customer lifetime value based on past conversions.

Audience Demographics The ability to capture, analyze and display customer demographic/firmographic data from different channels.

Audience Segmentation The ability to create and analyze discrete customer audience segments based on user-defined criteria or variables.

API Framework Move data to and from the platform and other customer interaction applications (i.e. Marketing Automation) with ease.

Paid Search Integration Integrates with popular search advertising services (i.e. AdWords) and can make predictive recommendations around areas like keywords.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Also Featured in...

Voice of the Customer

Hotjar Reviews

Anna K.

Highly valuable insights, but expensive

Likeliness to Recommend

Pros

Eric W.

Enhancing Website Performances with Hotjar

Likeliness to Recommend

Pros

Deyan G.

It's good but somewhat heavy on the website.

Likeliness to Recommend

Pros

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Feature Ratings

Data Visualization

Customer Journey Modelling

Conversion Analysis

Social Media Analytics

Device and Browser Analytics

Search Engine Optimization

Customer Value Analysis

Audience Demographics

Audience Segmentation

API Framework

Paid Search Integration

Vendor Capability Ratings

Quality of Features

Ease of IT Administration

Vendor Support

Usability and Intuitiveness

Business Value Created

Product Strategy and Rate of Improvement

Availability and Quality of Training

Ease of Data Integration

Breadth of Features

Ease of Implementation

Ease of Customization