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Qualtrics
Qualtrics (XM) helps brands continually assess the quality of their four core experiences-customers, employees, products, and brands. With Qualtrics XM, organizations can be at every meaningful touchpoint, for every experience, and predict which changes will resonate most with stakeholders.
Reviews (742)
CHARLES R.
Terrible Customer Support and Lacks Simple Functionality
Reviewed on May 26, 2026
Review provided by G2
What do you like best about the product?
There is nothing to like. They don't help you when you need help and their customer service reps closed two tickets on me without ever even trying to get me connected to someone who might resolve the problem.
What do you dislike about the product?
Don't believe what the Google Searches tell you. Qualtrics is absolutely awful. I've been trying to set up automatic downloads of *cumulative* survey data for weeks without success. It'll only allow for weekly interval data.
When I reached out to customer service, their help amounted to little more than, "here's a link to a page, go figure it out." This was even the response when I asked for my request to be escalated. Their support has *no* expertise whatsoever. Their resources are useless. Find another company that'll let you do something as simple as download all of your data up to this point with automaticity.
When I reached out to customer service, their help amounted to little more than, "here's a link to a page, go figure it out." This was even the response when I asked for my request to be escalated. Their support has *no* expertise whatsoever. Their resources are useless. Find another company that'll let you do something as simple as download all of your data up to this point with automaticity.
What problems is the product solving and how is that benefiting you?
They aren't solving anything. I contacted them about something that was raised as an issue by someone else 5 years ago. They aren't solving any problems at all.
Emorales Morales
Customer insights have improved decision making but a steep learning curve still limits adoption
Reviewed on May 14, 2026
Review from a verified AWS customer
What is our primary use case?
My main use case for Qualtrics XM Platform is for customer satisfaction, employee engagement, and market research.
A specific example of how I use it for customer satisfaction is after every implementation that we do, we send out surveys to our clients and partners to measure how satisfied they are with our services.
I use Qualtrics XM Platform for market research as well. We are also partners for Qualtrics, so we implement the solution for various clients.
What is most valuable?
The best features Qualtrics XM Platform offers include advanced survey logic, enterprise-grade analytics, omnichannel feedback collection, and it is starting to develop strong AI capabilities.
The most valuable feature for my team out of those is the omnichannel feedback collection because it is quite versatile. We can send out our research survey on pretty much every channel available right now, so our customers and our client customers can respond from whatever channel they choose.
Qualtrics XM Platform has positively impacted my organization by providing a much better understanding of our clients and partners. It gives us insights not only on our performance but also analytics from our competition, or rather, enterprises in the same area as us.
Regarding those insights, we collected all our data, and analyzing it was very simple. We identified the key areas that we needed to improve to satisfy our clients, so we made the necessary changes to our processes and how we approach our clients. The satisfaction rate improved significantly, and our churn rate decreased considerably.
What needs improvement?
To improve Qualtrics XM Platform, the current issue is that it has a steep learning curve; it is a bit complicated to understand at first. Perhaps the whole instance can be simplified, as the processes for embedded data and text analytics and the dashboard configuration can be a bit tricky.
Regarding needed improvements, the native integrations work fine, but when it needs to be integrated with another platform outside the normal ones, such as Zendesk, it can be a bit tricky.
For how long have I used the solution?
I have been using Qualtrics XM Platform for about four months.
What do I think about the stability of the solution?
Qualtrics XM Platform is stable.
What do I think about the scalability of the solution?
The scalability of Qualtrics XM Platform is good.
How are customer service and support?
The customer support for Qualtrics XM Platform has been good so far.
I would rate the customer support a nine on a scale of one to ten.
Which solution did I use previously and why did I switch?
Previously, we used Zendesk CSAT for customer satisfaction. Sometimes, we use SurveyMonkey and Google Forms.
What was our ROI?
We have seen a return on investment because it has saved us time, definitely. Regarding money, I am not certain, but it has been quite helpful to improve our processes and how we approach our projects.
Which other solutions did I evaluate?
Before choosing Qualtrics XM Platform, we evaluated other options, including Delighted.
What other advice do I have?
My advice for others looking into using Qualtrics XM Platform is to be ready to pay a steep price and prepare yourself for the learning curve. It can be a bit steep, but overall, the process should be reasonably simple. I would rate this product a seven on a scale of one to ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
David K.
Flexible Feedback Tool with Customization Challenges
Reviewed on Apr 28, 2026
Review provided by G2
What do you like best about the product?
I like that Qualtrics Customer Experience allows me to be very specific about what I do without having to use all of their additional features right off the bat. I also appreciate its multiple integrations that let us upload data using their API or SFTP, giving us flexibility in how we import and export data. This helps us get the reporting and feedback we need efficiently.
What do you dislike about the product?
It feels a little counterintuitive the way that you would automate sending something out. The system is not able to actually send an evaluation out based on a date under a user; instead, it has to be based on the date that the data was entered. Maybe our setup was incorrect, but this did not feel as intuitive to me as other systems.
What problems is the product solving and how is that benefiting you?
I use Qualtrics Customer Experience to send NPS surveys, ensuring our deliverables meet clients' needs. It simplifies creating customizable, branded surveys that are easy to set up and deploy.
Amy N.
Flexible Surveys, but Setup Can Be Complex
Reviewed on Apr 28, 2026
Review provided by G2
What do you like best about the product?
It is relatively easy to use once surveys and data collection have been set up. Surveys can be adapted, edited, and paused as needed.
What do you dislike about the product?
Surveys are quite complex to set up and sometimes developer support is needed.
What problems is the product solving and how is that benefiting you?
It lets us measure customer satisfaction from a range of channels that our customers use
Duke K.
Efficient Data Integration with Room for Growth
Reviewed on Apr 27, 2026
Review provided by G2
What do you like best about the product?
I love that Qualtrics Customer Experience is so easy to use. It provides a common language for us to speak internally, making it easier to discuss specific dashboards across different departments. People are getting used to referring to and asking about specific details across departments, which helps break down silos. The initial setup was pretty easy, and we had a great implementer.
What do you dislike about the product?
There needs to be more established connections to other services and vendors. We have data in several systems and do not want to keep performing custom things to move that data automatically. They have this already set up with some very popular vendors (Salesforce, for example) but that ecosystem needs to be much bigger.
What problems is the product solving and how is that benefiting you?
I use Qualtrics Customer Experience to gather data from listening posts, analyze it alongside operational data, and adjust customer experiences accordingly, enhancing overall customer engagement and creating internal efficiencies.
Sandra H.
Versatile Insights, Needs Better Reports
Reviewed on Apr 23, 2026
Review provided by G2
What do you like best about the product?
Qualtrics Customer Experience offers far more than traditional surveys; it enables multiple ways to capture feedback, including passive listening posts that gather sentiment without requiring intentional input. This allows us to understand experiences like satisfaction and effort in a more natural, continuous way. What stands out is the flexibility in how the data can be analyzed and communicated. Whether through heat maps, text analytics, ot other visualizations, Qualtrics makes it easier to translate feedback into a clear, compelling story that drives action.
What do you dislike about the product?
Stats IQ is not very intuitive, and we haven't really delved into it. It requires a lot more expertise to understand, in my opinion. Another thing that doesn't work well is the auto-generated reports in the survey. They are really useless. The system just displays each question in several different widgets, which doesn't give usable insights. I would much rather have an AI-guided or recommended dashboard that provides recommended layouts based on the data we're getting. That would be really helpful so we don't have to own the product all the time and can empower users more.
What problems is the product solving and how is that benefiting you?
I use Qualtrics Customer Experience to capture the voice of the customer we might miss otherwise, helping us quantify feedback and identify trends for better decision-making.
JishnuG Anand
Comprehensive feedback programs have transformed how we analyze customer and employee experiences
Reviewed on Apr 03, 2026
Review provided by PeerSpot
What is our primary use case?
Our firm has partnered with Qualtrics XM Platform, delivering solutions to our clients. We use Qualtrics XM Platform for customer feedback collection, including relationship surveys and transactional surveys that automate surveys from different CRM solutions. We also collect responses through pop-up and passive surveys on websites and apps to improve response rates. Additionally, we use Qualtrics XM Platform for inspection services for brands in the US where we rate their store arrangements and product availability. We handle EX engagement surveys and lifecycle surveys as well.
I use the closed-loop feedback system extensively, and for the brands I've mentioned, I highlight that Qualtrics XM Platform includes location-based ticketing functionality, which assigns tickets to location partners and automates escalations while providing insightful reporting on ticketing.
AI-driven analytics in Qualtrics XM Platform is very useful for scenarios involving text analysis, as it automatically creates topics and categories, performs sentiment analysis, and provides summaries similar to Amazon reviews, making it widely accepted by clients for its meaningful insights.
I am very effective in collecting detailed feedback from surveys with Qualtrics XM Platform, as I have followed research methodologies for almost seven years, ensuring we understand the data before launching something and confirming its effectiveness in collecting the responses properly.
What is most valuable?
The main capabilities of Qualtrics XM Platform are writing complex surveys, which we do not have in other survey software. It is intuitive and easy to learn for training others, and we can highly customize everything from surveys to emails, along with effective dashboarding featuring AI functionalities.
Integrations with Qualtrics XM Platform are highly customizable, providing out-of-box solutions such as Salesforce and methods to get data from multiple systems through various integrations, including file or API calls, allowing for effective analysis once survey responses are collected.
What needs improvement?
The building performance of Qualtrics XM Platform for back-end builders can be improved, as it has been a bit slow. However, Qualtrics XM Platform has become faster at implementing community-requested features.
For how long have I used the solution?
I have been working with Qualtrics XM Platform for seven and a half years.
What do I think about the scalability of the solution?
Qualtrics XM Platform is one of the most scalable solutions among survey platforms based on my experience. The transition from less scalable platforms has led clients to choose Qualtrics XM Platform.
Which solution did I use previously and why did I switch?
I have participated in the initial setup of Qualtrics XM Platform by working with multiple clients to implement it from the very start, transitioning from other survey software and managing the challenges of change management. Once clients start using Qualtrics XM Platform, they appreciate its user-friendliness.
What other advice do I have?
Qualtrics XM Platform has changed a lot, and I am happy to share my updated review. The pricing of Qualtrics XM Platform varies based on response numbers and has changed a lot recently, but I am not completely aware of the specifics. I would rate Qualtrics XM Platform as a nine out of ten.
Computer Software
Flexible and Feature-Rich CX Platform
Reviewed on Feb 21, 2026
Review provided by G2
What do you like best about the product?
What I like most is the platform’s flexibility and depth. It allows us to design highly customized surveys with advanced logic, segmentation, and targeting. For example, using its advanced survey logic such as display logic and branch logic, I can design a CSAT survey where customers only see relevant questions, which strongly improve response quality and reducing survey fatigue, It also enables highly targeted insights without needing separate survey for each target audience segment.
What do you dislike about the product?
The platform can feel complex for new users, particularly those who only need basic survey functionality. There is a learning curve due to the breadth of features and configuration options. Additionally, the pricing can be higher compared to lighter-weight survey tools, which may be challenging for smaller teams or organizations with limited budgets.
What problems is the product solving and how is that benefiting you?
It helps centralize customer feedback collection and transforms it into actionable insights. By capturing feedback across multiple channels (e.g. email, web, and other touchpoints), we can systematically measure satisfaction, identify trends, and pinpoint areas for improvement. This also supports us with data-driven decision-making, improves customer retention strategies, and enables leadership to monitor experience metrics like NPS, CSAT, and CES in a structured and scalable way.
Zainab A.
Powerful Insights for Enhanced Customer Experience
Reviewed on Feb 05, 2026
Review provided by G2
What do you like best about the product?
I like how Qualtrics Customer Experience solves problems for customers and improves their experience. The customer XM feature helps businesses understand customer journeys and feedback, providing insights to personalize experiences, predict behaviors, and address issues.
What do you dislike about the product?
I think Qualtrics Customer Experience could be improved by simplifying the interface, enhancing reporting customization, and integrating more driven insights.
What problems is the product solving and how is that benefiting you?
I use Qualtrics Customer Experience for managing and collecting feedback, understanding customer and employee experiences, and making informed decisions to improve satisfaction.
Saurabh B.
Powerful Platform for Customer Experience Insights
Reviewed on Feb 02, 2026
Review provided by G2
What do you like best about the product?
Qualtrics provides deep insights into customer feedback with strong analytics and reporting capabilities. The platform makes it easy to collect, analyze, and act on customer experience data across multiple touchpoints.
What do you dislike about the product?
The platform can feel complex, especially for new users, and setting up advanced workflows takes time. Pricing is also on the higher side for smaller teams.
What problems is the product solving and how is that benefiting you?
Qualtrics solves the problem of fragmented customer feedback by bringing all experience data into one place. This helps identify pain points faster, improve customer satisfaction, and make more informed, data-driven decisions.