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mixed feedback
What do you like best about the product?
The Qualtrics culture, team willingness to roll up sleeves, the advanced analytics and dashboarding - real time.
What do you dislike about the product?
implementation - project management 101 skills, silos in Qualtrics - Product Features vs Engineering Services and flexibility of the Closed Loop platform compared to Medallia product. I like the analytics of qualtrics and dashboarding better than Medallia but not frontline closed loop.
What problems is the product solving and how is that benefiting you?
We are trying to roll out across all channels and journeys to provide customer and employee feedback in one source system. We want to use for reputation, product and all cx measurement and link to employee.
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Qualtrics Customer Experience Platform
What do you like best about the product?
The flexibility - we seem to find new features each day. The dashboard flexibility is particularly impressive with the different type of widgets and the ability to link in images etc etc
What do you dislike about the product?
The fact there are so many options and so many ways of doing things as a new user of Qualtrics - we have only been a customer for 10months and we had to quickly get up and running to replace some existing surveys we had with satmetrix we found it frustrating getting a straight answer on how to implement something as there are so may ways of doing or implementing a feature, Our qualtrics project team tried to 'hide' some of the complexity and features from us this lead to a frustrating experience. However, now that we have 4 surveys up and running (which was the goal) I understand more why the Qualtrics team took this approach,
What problems is the product solving and how is that benefiting you?
As we are still new to Qualtrics - we have 4 surveys implemented however we have not started to use the survey data to create actionable insights as we have been so busy to just get the surveys implemented. To date we have not realised any benefits and won't until we can get some actionable insights out. We also dont have dashboards that are useful to the business in what they need - the dashboards are too busy with too much information - this is a reflection on our implementation and requirements gathering with the end game of better customer insights in mind - which we haven't acheived - however now we have surveys running again we can take a breath and do the planning required with qualtrics to ensure we have the insights in mind and the closed loop process running.
Recommendations to others considering the product:
Go for it - there is a lot of flexibility, and there will be mistakes made but in the need I think the ability to gather actionable insights will make the effort worthwhile
Powerful but Confusing
What do you like best about the product?
Qualtrics is very powerful and allows customization to meet specific needs.
What do you dislike about the product?
The various options are not laid out logically, often creating a frustrating user experience.
What problems is the product solving and how is that benefiting you?
Managing surveys across the organization, reporting and analyzing data more easily.
Great Way to Capture Feedback
What do you like best about the product?
Enjoy the flexibility of the platform to custom build surveys, reports, dashboards and distributions based on a unique need we might have
What do you dislike about the product?
It can sometimes be cumbersome and the platform isn't great at capturing and maintaining O data and using that O data (customer transactions) to report off of.
What problems is the product solving and how is that benefiting you?
We are measuring trust in government and tying that to resident satisfaction with city survices
Positive
What do you like best about the product?
Easy to use, intuitive, highly flexible and easy to administer
What do you dislike about the product?
Occasional 'glitches' that can't be explained; lack of flexibility in paginated reports
What problems is the product solving and how is that benefiting you?
Used for employee and customer research. Helps realise insights and actions.
Insightful partnering intelligence
What do you like best about the product?
targeted strategies driven by analytics.
What do you dislike about the product?
data geeks not being data scientist or moving into application.
What problems is the product solving and how is that benefiting you?
targeted campaigns can and do lead to targeted and better vetted strategies.
Recommendations to others considering the product:
do your homework and look at longterm needs and scope and be open to expanding your own organizational expectations.
Great product, but need help
What do you like best about the product?
I love how easy the product is to use. We had some issues on the back end automating some of our surveys, but those got ironed out pretty quick. It's quick and easy to use and design.
What do you dislike about the product?
There is so much that it can do, once it was set up we were kind of lost at what the next step is. It would have been nice to get best practices, or next steps, or things to look at once the implementation was done. We felt we were left on our own.
What problems is the product solving and how is that benefiting you?
We are trying to measure not just different touchpoints, but channels for our members.
My Review
What do you like best about the product?
I love the ability to put tie statistics to the back end for further evaluation. I am excited to look at the Employee XM Product.
What do you dislike about the product?
I wish they had more video training for the mailing list.
What problems is the product solving and how is that benefiting you?
Employee survey. None yet. My first survey goes out next week.
Transforming Work Productivity
What do you like best about the product?
The ease of the platform and the ease of the reports.
What do you dislike about the product?
When changes are made to the platform, the communication and help could be enhanced to ensure that there is ease of use.
What problems is the product solving and how is that benefiting you?
Child abuse and neglect through agency analysis and system reform
insight to customer happiness
What do you like best about the product?
i enjoy the nps tool because it detracts words that the customer uses in their evaluation to provide you with key words that boost your brand and customer experience. also detracts keywords that describe need for customers improvements. also provided me with the customer content wants that i will use to research new leadership development content
What do you dislike about the product?
i dislike that this is only available through the customer experience product
What problems is the product solving and how is that benefiting you?
the problems we are solving using customer experience is our training services and customer's purchasing experience.
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