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Excellent Surveying Functionality with Minor Quality of Life Improvement Opportunities
What do you like best about the product?
Qualtrics makes it intuitive and easy to build survey framework and get a survey up and running. The pre-programmed question types are extensive and easy to select from
What do you dislike about the product?
There are certain features that are lacking or nonexistent. For example, there is no back button after typing within a survey field. So if you accidentally copy text over an existing question, there's no intuitive way to undo this. You have to retype the text or find a source elsewhere to copy. Using a hotkey like CTRL + Z will not undo your typing correctly.
What problems is the product solving and how is that benefiting you?
We are using Qualtrics to build out robust VOC programs and test innovative product ideas. It has been a good experience working with Qualtrics panel projects to find respondents to review innovation ideas.
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Not really great for SMB
What do you like best about the product?
Once implemented having everything automated is awesome.
What do you dislike about the product?
Getting data from on-prem was needlessly difficult. Could benefit a lot from a tool like domo's workbench.
What problems is the product solving and how is that benefiting you?
Improving our customer experience. We have been able to have a noticeable change in our customer satisfaction.
Recommendations to others considering the product:
Better SMB Deployment to access data from data sources
Comprehensive and user-friendly
What do you like best about the product?
So easy to design surveys! There are tons of pre-set question types to choose from that make it really easy to experiment with ways to drive the kind of response most useful to your business.
What do you dislike about the product?
The layout isn't always intuitive and there's so much feature functionality that it's easy to get overwhelmed. Luckily there is great online support (reference & live help) to keep you pointed in the right direction.
What problems is the product solving and how is that benefiting you?
Our business is very high-end and high-touch. So far we've been operating on a set of assumptions about how our B2B and B2C clients feel about us; these surveys will help validate these assumptions and provide a means of prioritizing future enhancements based on their contribution to CX.
Recommendations to others considering the product:
Definitely consider it! The customization capabilities are more than adequate, the interface is easy enough to learn, it integrates well with Salesforce (our CRM) and the analytics are slick and stylish.
Challenging
What do you like best about the product?
little clicking, you can easily see what you want.
What do you dislike about the product?
no access to adjust what has been created all ready- no easy change
What problems is the product solving and how is that benefiting you?
filtering the survey- needed to call support
Recommendations to others considering the product:
additoan l train ing /couyrses/how to's once up and running...
Building a BX Foundation
What do you like best about the product?
The customer service team at Qualtrics helped to craft, launch and set up the dashboard reporting for our first brand tracker at Affordable Care. They engaged in survey design back and forth and worked through the strategy, recruiting and segmentation design to achieve our respondent goals. Overall, I'm happy with the level of engagement and responsiveness of the team.
What do you dislike about the product?
The experience has been positive so far. The primary challenge was learning how to use the dashboard and specifically create custom views. That took a couple of sessions and back and forth via email to get to a good state. Some additional training or self-guided resources would be useful.
What problems is the product solving and how is that benefiting you?
Our organization had not consistently tracked brand experience metrics. So we were looking to build a brand tracker that would deliver brand health and equity metrics to establish benchmarks and trends over time. Through our brand tracker we were also able to gain insights on our positioning, strengths, and opportunities within the category as well as our advertising responsiveness and awareness.
Great Service & Product
What do you like best about the product?
This user-friendly product allows you to quickly create surveys of any type to gather feedback and make data-informed decisions. Their customer service is always there to help answer any questions and improve your surveys.
What do you dislike about the product?
Qualtrics is always improving which means the user face changes often. This is both good (new features) and bad (learning where things moved/getting used to the new looks).
What problems is the product solving and how is that benefiting you?
It makes it easy to collect data on variety of things - from workshops to annual data collection to feedback from families who have left our school.
The absolute leader is customer experience
What do you like best about the product?
Ive tried tons of tools in this space and nothing comes close. Don't monkey around with anything else.
What do you dislike about the product?
I can't think of anything. These guys are SaaS pros.
What problems is the product solving and how is that benefiting you?
I can easily identify who my best customers are and find more like them. I can also easily learn what I need to improve about my product to help my customers who are having problems.
Recommendations to others considering the product:
Don't look anywhere else!
Great product and amazing support
What do you like best about the product?
You're able to reach out via phone, email, or chat. They support team is very patient with new users and help walk you through the basics, as well as dig into more detailed questions.
What do you dislike about the product?
There have been a couple of times where the wait for a response was longer than I would have liked, but all things considered, it was still a good experience.
What problems is the product solving and how is that benefiting you?
Qualtrics has allowed us to better target the right members at the right time and has greatly improved our reporting capabilities.
New to the platform
What do you like best about the product?
The customer service and support has been really good thus far.
What do you dislike about the product?
The way permissions are done. Rather than breaking out into three different levels with groups on the side, you should simplify the permissions, but keep the layered approach.
What problems is the product solving and how is that benefiting you?
Not really sure. I only work the security piece of it so you'd want to ask the business side.
Recommendations to others considering the product:
None.
Really enjoyed learning about the platform
What do you like best about the product?
I love how surveys can be sent to customers after a case is closed in Salesforce.
What do you dislike about the product?
I dislike the fact that it requires a development solution to have retroactive surveys loaded into Salesforce.
What problems is the product solving and how is that benefiting you?
We’ve realized the benefit of having customer feedback connected to our Customer 360 experience in Salesforce and its ease of use.
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