Arbolus Intelligence

Hotjar

hotjar.com · Malta

Hotjar provides a product experience insights platform that helps digital teams understand user behavior on websites and web applications through heatmaps, session recordings, feedback widgets, and surveys, enabling them to improve UX and conversion rates. It serves product managers, marketers, and UX designers at SMBs and mid-market companies on a subscription SaaS model.

  • Product Analytics & Feedback
  • Marketing Analytics & Attribution
Listed in
Revenue
$60.0M
Employees
350
Founded
2014
Headquarters
Malta

What 93 Arbolus experts think of Hotjar

Hotjar maintains strong NPS scores among the majority of users, with several NPS 9–10 Promoters citing business-critical use cases. Renewal intent for mid- to high-spend customers is mixed, with some transitioning to alternate tools due to limited time-to-value or brand recall. Adoption stickiness is high with long-term customers (>1 year), and feedback highlights Hotjar’s value in CRO and UX. However, some respondents cite issues around lack of broad recognition and concerns over time needed for analysis. Overall Customer Sentiment: Positive

Who reviewed Hotjar

Total customers 93 88 current · 5 former
Reviews growth +62 in six months
Seniority of respondents
  • C-Suite 61% (57)
  • Director 29% (27)
  • Manager 11% (10)
Product Leader C-Suite NPS 9 Submitted Jun 2026
Marketing Leader C-Suite NPS 6 Submitted Apr 2026
Marketing Leader C-Suite NPS 7 Submitted Mar 2026

Employer names and spend open in the full report, along with the other 90 customers.

Everything 93 customers told us about Hotjar.

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Sentiment

24 Net Promoter Score, from 93 scored reviews
  • Promoters 39
  • Passives 38
  • Detractors 16

Cumulative NPS by month

+0 over 6 months
  • May 8
  • Jun 8
  • Jul 8
  • Aug 8
  • Sep 8
  • Oct 8

Net Promoter Score across 5 reviews, accumulated up to each month. Category median 24 across 5 companies.

Praised

  • AI-Driven Pattern Recognition
  • Broader Analytics Integration
  • Enhanced Market Visibility
  • Powerful Evidence for Design Discussions

Criticised

  • AI as Disruptor
  • Switching to Alternative Analytics
  • Privacy Regulations and Cookies
  • Time-Consuming Insights

What customers say

Powerful Evidence for Design Discussions
“Having real user behavior to show makes conversations about design changes much more concrete. This evidence is especially useful when analytics flags a drop-off and we need to investigate the cause.”
Direct KPI Impact
“Hotjar had a direct impact on our primary business goals. Addressing friction spots identified through it resulted in significant increases in form completions and overall user engagement metrics.”
Business-Critical for CRO and UX Strategy
“Hotjar is a core component of our CRO and UX work. It lets us validate user behavior and directly informs major product decisions, making our efforts more evidence-based.”

Renewal intent

Plan to renew 53%
  • Will renew 21
  • Undecided 10
  • Not renewing 9

Plan to renew, by seniority

  • C-Suite 56% 25 answers
  • Director 44% 9 answers
  • Manager 100% 3 answers
  • Not specified 0% 3 answers
  • 8.8/10 Average score from customers who will renew
  • 6.8/10 Average score from undecided customers
  • 6.4/10 Average score from customers not renewing

Top alternatives

Most weighed by Hotjar customers

Report

Customer Report - Oct 2026 Oct 2026 93 + 8

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