Qualtrics is an experience management platform with four major modules: customer, product, brand, and employee. Initially, we focused on customer experience, specifically call center feedback and agent productivity. Our main objectives were to measure customer satisfaction and NPS after every interaction, such as phone calls. We streamlined this process by automating the triggering of surveys for agents. Additionally, we utilized Qualtrics for gathering store purchase feedback in a retail setting. For instance, customers could provide feedback via kiosks placed in stores, where they could indicate their satisfaction levels using a color-coded system such as green, yellow, or red. We also implemented this feedback system in kiosks.

We also use Qualtrics for gathering online website feedback. It's particularly useful for assessing the effectiveness of our content, especially for one of our clients who heavily relied on blogs, articles, and other published content to drive engagement on their website. Essentially, Qualtrics enables us to receive feedback on content releases promptly. We utilize it not only for website feedback but also for support articles. While its primary application lies within customer support, we also leverage Qualtrics for marketing purposes. Specifically, we employ it for website and app feedback to ensure users have a seamless experience, prompting pop-ups to gather their feedback at various touchpoints, such as completing transactions. This initial usage expanded as we gained familiarity with the product, leading us to adopt it for employee experience management. This involves running annual employee engagement surveys, as well as studies focusing on diversity and inclusion, conducted every three to six months. These surveys allow us to monitor employee satisfaction, gauge their sentiment towards the work environment, and gather insights on their willingness to recommend the company to others. In essence, Qualtrics serves as a vital tool for collecting and analyzing workplace feedback.

There are different types of users: business users, end users, and decision-makers like CMOs and CFOs. Their satisfaction varies based on their roles and responsibilities. The flexibility of Qualtrics allows for easy adjustments to subscriptions, which contributes to user satisfaction and investment. This flexibility ensures users don't feel locked into the platform and can adjust their subscriptions according to their needs as they scale their business or expand into new areas.

From an end-user perspective, satisfaction stems from the rapid results obtained using Qualtrics. Moving from conceptualization to implementing a feedback program is swift due to the platform's efficiency. While there may be extensive research and survey preparation required, the technology itself enables a minimal time-to-market. This reflects positively on the robust support provided by Qualtrics, ensuring users have assistance whenever challenges arise.

The major feature of Qualtrics is prebuilt integrations, facilitating actionable feedback. It seamlessly integrates with messaging platforms, triggering automatic messages for employees to act upon customer feedback. These integrations are among its primary strengths, with numerous prebuilt options and easy setups.

The solution has an intuitive user interface, making it easy for new users to create and launch surveys. The complexity is abstracted in the backend, making the platform straightforward. Additionally, Qualtrics is full of open-source research. With AI-driven text analysis, the system provides actionable insights in simple language, eliminating the need for extensive manual data analysis.

Qualtrics needs to focus more on broader CX programs and customer experience. It is pioneering new feedback collection methods that integrate both employee and customer feedback to evaluate employee performance. This approach is good for enterprise businesses. Qualtrics could enhance its offerings for small-scale use cases, such as ad hoc feedback collection. Additionally, they could improve their go-to-market strategy and possibly develop their own IVR tool. While they already have a strong community, there's always room to provide more value to their customers.

I have been using Delighted by Qualtrics as a partner for four years.

Our issues are resolved. The stability is cool. Qualtrics has data centers distributed across the globe, which adds to its enterprise-level capabilities. I'm familiar with this because I've worked extensively with SAP, which acquired Qualtrics in 2018 for two billion dollars. The reason was the global reach, robust security measures, and other exceptional features it offers.

I rate the solution’s stability a nine out of ten.

The solution’s scalability is good. We use it for minimal use cases. We have less than ten users using this solution. Our customers have a team of 20-30 members using Qualtrics.

You can buy as many users as for your license.

You can also write or call customer support immediately if something is not working fine. They can solve your problem. The flexibility is impressive. It's even better than calling a retail store to ask if they have a jacket in your size. It's even faster than that.

Positive

I have used SurveyMonkey before. We have been Qualtrics for a very long time. We have a lot of interest in Medallia for the customer experience. For employee experience, there was another Microsoft platform we used. Qualtrics was the first one that checked all the boxes, so we went with it.

The solution can easily be integrated.

The solution is not cheap. The licensing structure is quite flexible to start small and then scale up. Pricing is competitive.

Qualtrics is a great product. Qualtrics keep doing great work, honestly, and continue listening to customers and users. The community is truly valuable. We share ideas and troubleshoot together. Stay updated with market trends like AI, ML, chat, and other emerging technologies. Analytics will also play a significant role. Overall, Qualtrics needs to elevate its game to remain competitive as a leader.

Overall, I rate the solution a ten out of ten.

We mainly use Qualtrics Customer XM for customer compliance, mentioning in social media what they're talking about us and how our rivals are talking about it. We use the solution for survey management and have multiple surveys conducted through Qualtrics Customer XM.

The most valuable feature of Qualtrics Customer XM is the survey, which is very user-friendly and designed as a drag-and-drop item.

The solution's integration with Salesforce should be improved. Nowadays, every CRM system is adopting Salesforce.

I have been using Qualtrics Customer XM for a few months.

Qualtrics Customer XM is a stable solution.

Qualtrics Customer XM is a scalable solution. Around 100 users are using the solution in our organization.

The solution's technical support team is good.

The solution's initial setup is straightforward.

We sought the help of an implementer to install the solution.

You cannot directly get a return investment with the solution, but positive customer feedback can increase our brand value.

We need to pay a yearly licensing fee for Qualtrics Customer XM, which is expensive.

Qualtrics Customer XM is deployed on-cloud in our organization.

Qualtrics provided experience management scientists, developers, and technical persons for the solution's implementation. They also have a certification program where they can upskill the internal team to run Qualtrics Customer XM.

I would recommend Qualtrics Customer XM to other users.

Overall, I rate Qualtrics Customer XM a seven out of ten.