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Qualtrics CX
What do you like best about the product?
The ability to design survey/dashboard/analytics for insights
What do you dislike about the product?
The difficulty to create something more complex
What problems is the product solving and how is that benefiting you?
To leverage CX experiences to grow market and wallet share
Recommendations to others considering the product:
Dedicate an implementation team and a dedicated platform resource for ongoing management of platform
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Efficient survey platform
What do you like best about the product?
Qualtrics is extremely user friendly, allowed easy data mining.
What do you dislike about the product?
downloading formats were difficult at times.
What problems is the product solving and how is that benefiting you?
Qualtrics has allowed us to get better data for our various research projects.
Been a great partnership with Qualtrics
What do you like best about the product?
The thing we like the best about Qualtrics CX is the functionality, once connected and running the dashboards are amazing. We have found the text analytics incredibly insightful, to the point that we put more emphasis on that than the NPS or CES scores.
What do you dislike about the product?
The support engineer assigned to us for implementation was more concerned about quickly checking off to-dos than making sure we knew how to use the project. Getting the automated data connections for daily distributions was also a difficult process. We ended up using an FTP over the API to keep a partition between our server and Qualtrics.
What problems is the product solving and how is that benefiting you?
We have 9 automated surveys running on a daily basis that allow us to keep a pulse on how our customers feel about service, new products, and processes. The tool has allowed our Executive team to make faster decisions on the Customer Experience.
Recommendations to others considering the product:
Make sure to take your time on implementation, especially during the file transfer process.
Very flexible tool now with a range of support options
What do you like best about the product?
Qualtrics is great as both a tool and an organization. They have hired top talent and built out their product suite rapidly. The tool is very flexible, and I appreciate we can heavily customize rules, logic, program design, dashboards, etc. ourselves as well as outsource to Qualtrics when we don't have the internal resources or expertise. The recent focus on holistic CX program design and management vs. just CX survey software is a welcome one.
What do you dislike about the product?
I would love for more powerful admin tools as well as better pre-built use cases (for example, what does a good call center agent-level dashboard look and act like vs. starting from scratch). I want to leverage the power of their impressive client list more.
What problems is the product solving and how is that benefiting you?
We have streamlined more than 100 customer experience surveys to just a handful of core ones that run in 25+ countries worldwide with real-time alerts and dashboards. We've really accelerated the pace of customer insights and enabled better action in response to customer feedback.
Recommendations to others considering the product:
Don't sell yourself short on their support options (consulting teams, Technical Account Managers, etc.). The software is good, but software will only take you so far. I'd really suggest considering all internal, Qualtrics, and partner resources required to get full value out of this tool.
Valuable Feedback
What do you like best about the product?
I could use it to get both continuous and non-continuous data on how we could improve our software
What do you dislike about the product?
The only bad thing is that it is quite expensive but for an SAP product, it's quite fair
What problems is the product solving and how is that benefiting you?
Just getting feedback on what people think on the websites that I design for my clients
Recommendations to others considering the product:
Their customer service is extremely great and if you need any help whatsoever will even go to the extent of making a YouTube video to show how to solve your problem
Qualtrics for NPS Scores
What do you like best about the product?
Qualtrics customer service has always been helpful as they have provided great feedback. We use Qualtrics to send our NPS survey along with CSAT questions.
What do you dislike about the product?
I would like a feature to not only dedup on two fields in the directory, but be able to group by on records and delete duplicates at one time. Right now, a duplicate record appends to the directory if it does not match the de-dupping category.
What problems is the product solving and how is that benefiting you?
We have received so much feedback from our customers through the Qualtrics platform. Through the vocalize platform, we are able to predict our NPS score before the end of the month.
Recommendations to others considering the product:
I would recommend to get an experienced Qualtrics rep on site to implement.
Qualtrics: Product is good for the price; Service and Support are PAINFUL
What do you like best about the product?
The price. Qualtrics was priced, with implementation services, at half the price of competitors. I have implemented research and feedback programs on several different platforms. Using Qualtrics, you can create an impressive array of feedback programs quickly with decent dashboards and analytics in a self-serve model. However....
What do you dislike about the product?
Because the platform works fundamentally differently than most survey platforms, you will create unexpected data integrity challenges for yourself right out of the gate if you are not aware of the platforms' peculiarities. Sales deliberately over-simplifies the platform in RFP responses and demos. Support and Service are profoundly painful and the service partner we were forced to use was clearly learning the platform along side us. The support site lists only the most basic of information and support center assistance is hit-or-miss depending on the agent you get. Example: I am challenged to get decent response rate information on my surveys, which should not be a problem. Knowledge about implementing SSO, SMTP, SFTP, and Salesforce integrations is is lacking, forcing an iteration through incorrect or partial answers. Bottom line: if you get this platform either demand (and pay for) a highly qualified implementation partner or expect a steep and painful learning curve. If we had done that, the price point would have been on par with other vendors and we likely would have made a different choice.
What problems is the product solving and how is that benefiting you?
We are implementing fairly standard feedback programs....NPS, Support CSat, Events-based smiley sheets, Before/After comparisons, etc..
Recommendations to others considering the product:
If your results are important to the business, you are trending results over time, and/or you have more than one research or feedback program; get qualified assistance from a resource who has extensive experience on Qualtrics, especially using transaction embedded data in Automations plus any areas of integration, like Salesforce, SSO, SMPT, SFTP, etc.. You will also need access to Java scripting or similar skills for some basic functionality. Be prepared to implement their APIs. That will save you a lot of headaches.
Qualtrics makes it simple
What do you like best about the product?
Simplicity and ease of use. Makes research projects easier to understand for the non-researcher.
What do you dislike about the product?
Somethings are too basic. For a more advanced researchers simple things like stat testing in dashboards for example can not be done. There are work arounds but the basic functionality isn't there.
What problems is the product solving and how is that benefiting you?
Customer retention, customer satisfaction and brand tracking
Recommendations to others considering the product:
Good software for the novice researcher. Some features are lacking for more advanced researchers.
Qualtrics Review
What do you like best about the product?
I like that the software is uniform across our organization and that I can personalize links
What do you dislike about the product?
Understanding how to pull data and read information in a practical way is challenging
What problems is the product solving and how is that benefiting you?
Improving team feedback. Convenient for recruiting students for participating
True enterprise-class survey tool
What do you like best about the product?
A TON of functionality / options to capture survey information. One instance - they have a number of great options for "site intercept" , to capture website feedback on websites. I've worked with tools in the past (namely ForeSee) that have a 'one-size-fits-all' approach, which simply doesn't work.
What do you dislike about the product?
The interface is slightly confusing, deceptively so because it has a very polished look. For instance, the right-hand top utility nav contains "Library", but (once clicked) there is a separate nav in top-left that displays the various libraries ... not immediately apparent.
What problems is the product solving and how is that benefiting you?
NPS and Voice of Customer capture
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