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Allowed us to level up our CX Experience
What do you like best about the product?
Allowed us to almost completely forgo outside suppliers and consolidate our Insights and CX work in one platform.
What do you dislike about the product?
While fairly intuitive to learn and stable, there are technical limitations at times (understandable considering how many different study types in encapsulates)
What problems is the product solving and how is that benefiting you?
We had never had a Customer Care/ Satisfaction program with our Wholesale customers and the Qualtrics CX Platform allowed us to develop one from scratch. After only a quarter we're already producing Executive level deliverables and Insights. Additionally, the CX Platform also allowed us to easily bring our Web Tracking in-house, saving thousands and allowing for deeper, more rapid Insights from our in house research team.
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Very user friendly platform
What do you like best about the product?
Qualtrics is very easy to use, even as a beginner user. It’s very intuitive and allows for an infinity of survey types. Being able to analyze your data directly from within the platform using reports capability is a great plus. Also customer service is always available and are a great help. The community is strong and also provides added value
What do you dislike about the product?
The report capability is a bit old and needs update, as the trigger too (no copying or duplication possible). Same goes when sharing dashboard.
What problems is the product solving and how is that benefiting you?
We do almost if not all of our research internally. Using Qualtrics saves us thousands of dollars and increase our efficiency and agility. We now would rather buy sample when needed than commission a full study outside, because we get results immediately and can start getting insights so quickly.
Great platform
What do you like best about the product?
The platform is powerful yet intuitive and flexible. Easy to implement and use
What do you dislike about the product?
There is a lot that can be done and at times the options seem overwhelming. Nice to have the options though
What problems is the product solving and how is that benefiting you?
We use it for customer feedback and sharing data with vocalize. We get better responses and its easier for the full team to access the results.
Great surveying and analysis platform
What do you like best about the product?
We use Qualtrics to send and analysze NPS, CSAT, and CES surveys for our global customer success team. The platform is easy to use as an admin and allows me to give read-only access to specific user profiles. Aside from functionality, I have had a wonderful experience with the account / support teams. I would recommend Qualtrics over their competition.
What do you dislike about the product?
The only limitation that I've experienced is the inability to view a list of all survey recipients who have not yet completed the survey. Instead you are required to export a CSV. file and dig through the data yourself. This is one feature that would greatly improve my user experience.
What problems is the product solving and how is that benefiting you?
We are trying to uncover our SaaS customer's experience implementing the product, their overall satisfaction, and the likelihood they would recommend our product to their colleagues. We also use the product for specific feedback on areas within the customer journey where we can improve.
From development side support and documentation is superb
What do you like best about the product?
My involvement was helping to implement the business desires. Technical support and documentation library and search was fantastic.
What do you dislike about the product?
Nothing at all to dislike, support team and library was excellent and easy to follow and implement
What problems is the product solving and how is that benefiting you?
The ability to analyze various aspects of the customer experience based on unique business data is very useful.
Lacks stability, and very annoying to circumvent every bug in this platform
What do you like best about the product?
Dashboard visualizations are pretty nice, especially the word cloud which is interactive. The survey builder is a classic, but could do with some advanced question types to be included in the standard package, like other survey platforms
What do you dislike about the product?
Data doesn't load or delete when asked. It takes hours or days for something to update, which is super irritating. I hate the response cap when other platforms don't utilize this. You can't share dashboard with a copy paste link, so you need to pay for logins, which is only so limited. Despite the underlying motivations of Qualtrics, I see this as greedy and/or poorly optimized for commercial use without breaking the bank.
What problems is the product solving and how is that benefiting you?
Basic surveying. The only competitive advantage is that it has a professional looking brand/UI, and has a dashboard. If not for that i would use something else.
Recommendations to others considering the product:
N/A
Great and responsive team
What do you like best about the product?
I like how the team is accessible on an individual basis. Each member that has helped me listened to my problem and genuinely tried to solve it rather than reading a script or directed me to a How To page.
What do you dislike about the product?
It is difficult to get on the phone with them and my team members at once since they don't have a way to schedule meetings. Also, there's no way to get the same team member to help. If it is not resolved within one phone call, I have to re-explain my issue again to the next person.
What problems is the product solving and how is that benefiting you?
How to carry out survey distributions, UX and integrations with SF. We've mostly used it for NPS surveys. However, it would be great to use it for other one-off survey needs. The integration with SF is complicated, however. This makes it difficult to easily deploy and get more users onboard with Qualtrics.
Powerful feedback in an easy way
What do you like best about the product?
The ability to create easy to use surveys and dashboards.
What do you dislike about the product?
Nothing really. The length of training could have been shorter.
What problems is the product solving and how is that benefiting you?
Feedback from parents, staff, and students in our district. We realize the tools to capture are only as good as the dashboard that can display information. The dashboard has been a game changer for us to course correct.
Self servicable and scalable
What do you like best about the product?
The tool allows us to quickly build and distribute surveys, without a time consuming consulting process.
What do you dislike about the product?
There is a learning period and human resource commitment to self serving.
What problems is the product solving and how is that benefiting you?
We are improving the lead time to deliver insights and presenting them in an accessible dashboard.
Great Support!
What do you like best about the product?
The support that I'm provided when I'm stuck. Qualtrics has really improved the availability of information and how I'm able to access information about questions that I have or quickly get in contact with people who can help me find the answers that I need. Qualtrics makes the information accessible and I love that I can export it and get to it in ways that make it easy for me to analyze both inside and outside of the system. This allows me to understand the information in a detailed manner, but provide the necessary groups within my organization just the information they need to improve their lines of business as well.
What do you dislike about the product?
There are many things in Qualtrics that "should be" pretty simple, but because the system has the ability to get so complex, some of the "simple" things can get rather complex. Sharing information between teams and setting up accesses with new people on our teams has proven to be very challenging.
What problems is the product solving and how is that benefiting you?
We are improving our Customer Service information that we're receiving from our customers. Improving our processes, the quality of the information we get back, and the ability to quickly identify customers that need follow up from us so that we can get back to them in a reasonable time frame. We have been able to improve our surveys to make the fast for our customers to take, which will hopefully improve our response rates.
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