Qualtrics Customer Experience Reviews & Product Details

Regarding the product, Qualtrics has fully met my expectations. The platform is reliable, maintains excellent availability, and so far, we haven't encountered any significant issues. Whenever we need support with functionalities or configurations that we don't master, their Technical Support team is available and provides us with quick responses, along with clear and effective solutions.

What I highlight the most is the quality of the Customer Success team. They are always willing to help, proactive, and show a genuine commitment to our success as clients. Additionally, the Qualtrics team demonstrates great collaboration skills, working in a coordinated manner both internally and with our organization.

I also greatly value their support approach. Instead of turning every requirement into an additional development with cost, they take the time to guide us and teach us how to make the most of the platform. And when more specialized technical knowledge is needed, they have implementation teams that can support us efficiently.

Overall, our experience with Qualtrics has been very positive, and they have established themselves as a strategic ally for our customer experience management. Review collected by and hosted on G2.com.

The main limitation is that sentiment analysis is not included in the basic licenses. Although Text iQ can be useful when well configured, it does not reach the same level of depth nor offer the same capabilities as a complete sentiment analysis solution. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Qualtrics is a powerful platform for collecting and analyzing customer feedback at scale. It offers robust survey design, advanced analytics, and strong reporting capabilities that help turn feedback into actionable insights. The platform is highly flexible and supports complex use cases for our company. While the interface can feel complex initially, it becomes very effective once users are familiar with its features. Overall, Qualtrics is an excellent solution for organizations focused on data-driven experience management.

Its quite easy to use and even non-experts are able to build new surveys and pages easily in Qualtrics. They also have a great customer support who quickly helps us find solutions to our problems if we are stuck with any use case. Review collected by and hosted on G2.com.

It can be an expensive tool. For using its advanced features some training might be needed and specially to integrate it with other tools in your organization. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Qualtrics allows my business to gain key insights into the whole Customer experience from start to finish. in this way we can improve on customer satisfaction and retention. The data gained from Qualtrics helps us to make improvements to our customer service procedures. Review collected by and hosted on G2.com.

The only thing I find frustrating with Qualtrics is that sometimes the downloaded raw data excel files is not in the right structure to find what i am looking for. It takes alot of data scrubbing to get what I need. Review collected by and hosted on G2.com.

The biggest strength of Qualtrics Customer Experience is how well it combines structured survey data with unstructured customer feedback at scale. The text analytics capabilities, especially Text iQ, make it possible to turn open-ended responses into meaningful insights rather than just anecdotal quotes.

I also like the flexibility of the platform. It supports complex survey designs, multiple data sources, and customizable dashboards that can be tailored to different stakeholders. Once set up properly, it becomes a strong system for ongoing Voice of Customer programs and trend tracking over time, not just one-off surveys. Review collected by and hosted on G2.com.

The main challenge with Qualtrics Customer Experience is the learning curve. While the platform is very powerful, it takes time and experience to use advanced features like Text iQ, Stats iQ, and complex dashboards effectively. Without clear governance or best practices, it is easy to create noisy or inconsistent results.

The interface can also feel overwhelming for new users, with multiple tools and configuration options that are not always intuitive. In addition, performance can slow down when working with very large datasets or highly customized dashboards. Review collected by and hosted on G2.com.

This tool is extremely useful for creating and distributing surveys, as well as for managing templates whenever necessary. It also makes analyzing survey reports much easier. Review collected by and hosted on G2.com.

We didn't receive much beyond the support we specifically requested. Review collected by and hosted on G2.com.