Qualtrics

What do you like best about the product?

There is nothing to like. They don't help you when you need help and their customer service reps closed two tickets on me without ever even trying to get me connected to someone who might resolve the problem.

What do you dislike about the product?

Don't believe what the Google Searches tell you. Qualtrics is absolutely awful. I've been trying to set up automatic downloads of *cumulative* survey data for weeks without success. It'll only allow for weekly interval data.

When I reached out to customer service, their help amounted to little more than, "here's a link to a page, go figure it out." This was even the response when I asked for my request to be escalated. Their support has *no* expertise whatsoever. Their resources are useless. Find another company that'll let you do something as simple as download all of your data up to this point with automaticity.

What problems is the product solving and how is that benefiting you?

They aren't solving anything. I contacted them about something that was raised as an issue by someone else 5 years ago. They aren't solving any problems at all.

My main use case for Qualtrics XM Platform  is for customer satisfaction, employee engagement, and market research.

A specific example of how I use it for customer satisfaction is after every implementation that we do, we send out surveys to our clients and partners to measure how satisfied they are with our services.

I use Qualtrics XM Platform  for market research as well. We are also partners for Qualtrics, so we implement the solution for various clients.

The best features Qualtrics XM Platform offers include advanced survey logic, enterprise-grade analytics, omnichannel feedback collection, and it is starting to develop strong AI capabilities.

The most valuable feature for my team out of those is the omnichannel feedback collection because it is quite versatile. We can send out our research survey on pretty much every channel available right now, so our customers and our client customers can respond from whatever channel they choose.

Qualtrics XM Platform has positively impacted my organization by providing a much better understanding of our clients and partners. It gives us insights not only on our performance but also analytics from our competition, or rather, enterprises in the same area as us.

Regarding those insights, we collected all our data, and analyzing it was very simple. We identified the key areas that we needed to improve to satisfy our clients, so we made the necessary changes to our processes and how we approach our clients. The satisfaction rate improved significantly, and our churn rate decreased considerably.

To improve Qualtrics XM Platform, the current issue is that it has a steep learning curve; it is a bit complicated to understand at first. Perhaps the whole instance can be simplified, as the processes for embedded data and text analytics and the dashboard configuration can be a bit tricky.

Regarding needed improvements, the native integrations work fine, but when it needs to be integrated with another platform outside the normal ones, such as Zendesk , it can be a bit tricky.

I have been using Qualtrics XM Platform for about four months.

Qualtrics XM Platform is stable.

The scalability of Qualtrics XM Platform is good.

The customer support for Qualtrics XM Platform has been good so far.

I would rate the customer support a nine on a scale of one to ten.

Previously, we used Zendesk  CSAT for customer satisfaction. Sometimes, we use SurveyMonkey  and Google Forms.

We have seen a return on investment because it has saved us time, definitely. Regarding money, I am not certain, but it has been quite helpful to improve our processes and how we approach our projects.

Before choosing Qualtrics XM Platform, we evaluated other options, including Delighted.

My advice for others looking into using Qualtrics XM Platform is to be ready to pay a steep price and prepare yourself for the learning curve. It can be a bit steep, but overall, the process should be reasonably simple. I would rate this product a seven on a scale of one to ten.

Public Cloud

Amazon Web Services (AWS)

What do you like best about the product?

I like that Qualtrics Customer Experience allows me to be very specific about what I do without having to use all of their additional features right off the bat. I also appreciate its multiple integrations that let us upload data using their API or SFTP, giving us flexibility in how we import and export data. This helps us get the reporting and feedback we need efficiently.

What do you dislike about the product?

It feels a little counterintuitive the way that you would automate sending something out. The system is not able to actually send an evaluation out based on a date under a user; instead, it has to be based on the date that the data was entered. Maybe our setup was incorrect, but this did not feel as intuitive to me as other systems.

What problems is the product solving and how is that benefiting you?

I use Qualtrics Customer Experience to send NPS surveys, ensuring our deliverables meet clients' needs. It simplifies creating customizable, branded surveys that are easy to set up and deploy.

What do you like best about the product?

It is relatively easy to use once surveys and data collection have been set up. Surveys can be adapted, edited, and paused as needed.

What do you dislike about the product?

Surveys are quite complex to set up and sometimes developer support is needed.

What problems is the product solving and how is that benefiting you?

It lets us measure customer satisfaction from a range of channels that our customers use

What do you like best about the product?

I love that Qualtrics Customer Experience is so easy to use. It provides a common language for us to speak internally, making it easier to discuss specific dashboards across different departments. People are getting used to referring to and asking about specific details across departments, which helps break down silos. The initial setup was pretty easy, and we had a great implementer.

What do you dislike about the product?

There needs to be more established connections to other services and vendors. We have data in several systems and do not want to keep performing custom things to move that data automatically. They have this already set up with some very popular vendors (Salesforce, for example) but that ecosystem needs to be much bigger.

What problems is the product solving and how is that benefiting you?

I use Qualtrics Customer Experience to gather data from listening posts, analyze it alongside operational data, and adjust customer experiences accordingly, enhancing overall customer engagement and creating internal efficiencies.