Qualtrics Customer Experience Reviews & Product Details

Qualtrics Customer Experience Overview

What is Qualtrics Customer Experience?

Qualtrics Customer XM is used by the world's most iconic brands to deliver breakthrough customer experiences and drive business impact. With Qualtrics' feedback collection capabilities such as SMS, voice, social, web, app and more, you can hear and understand every customer, at every meaningful moment. Through powerful machine learning and advanced analytics, you'll get predictive insights delivered directly to you, tailored for your role and department. Finally, Qualtrics helps you go from insights to action, with intuitive action planning tools, closed-loop ticketing, and integrations with all your existing platforms and tools, such as Salesforce.com, Marketo and JIRA. And, as a trusted partner on your CX journey, Qualtrics helps you build a world-class program with flexible services and support offerings, delivered by the largest ecosystem of XM experts. Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 11,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands.

Qualtrics Customer Experience Details
Languages Supported
German, English, French, Italian, Japanese, Portuguese, Spanish, Chinese (Simplified)
Product Description

With Qualtrics, hear and understand every customer, at every meaningful moment, and take actions that deliver breakthrough experiences. Easily uncover areas of opportunity, automate actions, and drive critical organizational outcomes with an extremely powerful, agile Experience Management Platform.


Seller Details
Seller
Qualtrics
Company Website
Phone
800-340-9194
Year Founded
2002
HQ Location
Provo, UT
Twitter
@Qualtrics
42,274 Twitter followers
LinkedIn® Page
www.linkedin.com
3,560 employees on LinkedIn®

Overview Provided by:
Show More

Qualtrics Customer Experience Reviews

Write a Review
Filter reviews

LinkedIn®
Connections
Popular Mentions
Showing 288 Qualtrics Customer Experience reviews
Popular Mentions
Showing 288 reviews
Filter Reviews
Filter Reviews
Sort by
Ratings
Company Size
User Role
For Category
All Industries
Review Type
Region
Already have Qualtrics Customer Experience?
Write a Review
Patient Experience Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Compared to previous platforms we've used, Qualtrics simplifies complex approaches enhancing our ability to quickly provide deep customer insights and analytics. Personally I love the responsiveness and level of thought provided by the Qualtrics support team. Review collected by and hosted on G2.com.

What do you dislike?

Limited number of survey responses and dashboard viewer licenses. We're actively scaling our program and both the dashboard license and response cap is something we'll need to work around to make it a cost-effective solution. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Qualtrics has been the best experience management platform we've ever used. I would recommend doing your research to ensure your needs will be met and also understand it can be expensive. That being said you get what you pay for. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Through Customer Experience (XM) we've been able to drive initiatives cross-enterprise. Pushing the understanding of customer sentiment with the C-level of our organization has typically been challenging but Qualtrics has helped make this a much easier task. Where historically our data and analytics were manual, Qualtrics has positioned us to provide data and drive action in more real-time when it truly matters to customers. Review collected by and hosted on G2.com.

Show More
Show Less
Open Discussions in Qualtrics Customer Experience
AM
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Still learning the tool. Some areas are easy to use others not as much / user friendly. Review collected by and hosted on G2.com.

What do you dislike?

There are a number of smaller user experience issues that say Microsoft office products have as standard functionality. A lot has to do with formatting and copy/paste types of ‘MS’ actions Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you are planning to implement this platform, be prepared to also dedicate an FTE to manage the tool and processes Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Corporate customer experience

Combining off line with Op Ex data for better Customer 360 view. Benefits include preventive churn, wallet shrinkage. Increased loyalty. Review collected by and hosted on G2.com.

Show More
Show Less
Director of Client Education
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Compared with similar tools I have used, Qualtrics is the easiest to navigate and has the cleanest UI. I appreciate the thoughtful design and pace of innovation. Review collected by and hosted on G2.com.

What do you dislike?

It's pricey. We haven't yet hit a volume of responses that makes it cost-effective on a per-response level, but we're building to scale. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Qualtrics is the best enterprise client experience platform on the market, and it's supported by an incredible team of humans. It's not the cheapest option available, but you get what you pay for. The functionality is solid, the UI is second to none, they innovate rapidly and host a great collection of pre-built integrations with other popular services. Don't miss their X4 events! Great opportunity to learn and connect. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Through our Relationship Survey, we've identified customers that are experiencing frustration or dissatisfaction with a certain aspect of their experience, which allows us to step in, learn more, and correct the issue (or in some cases, reset expectations). It has been valuable to monitor our NPS and CSAT over time, and learn which segments of customers we are serving best, and where we have opportunities to improve. Review collected by and hosted on G2.com.

Show More
Show Less
CI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The platform lets you gather information about your customers through transactional surveys and pulse surveys, among others. It also has NPS (Net Promoter Score) which is the most common customer experience metric where respondents give you a rating based on specific factors. This gets your hands on actionable data and streamlines your customer experience measurement.

Key features include advanced research, analytics, and a centralized platform with a view of all your channels. Its custom dashboard is intuitive and it provides an overview of your most crucial metrics. It also has ticketing, a structured program, technology-supported workflows, and respondent management automation, among others. Review collected by and hosted on G2.com.

What do you dislike?

It does not give complete control of Surveys. There is a pre-defined process and we have to follow the same, hence it reduce level of customization in validating few things in Surveys and dashboards. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's awesome intelligent tool to trace customer experience and then act on it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Based on customer feedback, you can flag specific customer responses to identify which ones you should prioritize. They can be arranged in hierarchies to ensure they’re followed up promptly. For instance, negative experiences must be addressed immediately as they can impact and decrease customer satisfaction. You can use the tickets to ensure they are responded in a timely manner. Review collected by and hosted on G2.com.

Show More
Show Less
AF
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

How easy is to create and launch a survey, and the dashboards. I find very helpful the follow up process, we can talk to customers, have a more detailed feedback for their pain point and act on it. We can also identify patterns that can be solved. Review collected by and hosted on G2.com.

What do you dislike?

I don't have a detailed dashboard for follow up tickets, it is very important for our close the loop management. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Being able to have multiple surveys running at the same time, before Qualtrics we didn't have the capacity to do so. Also new product sales to promoters, we have helped increase our sales. Review collected by and hosted on G2.com.

Show More
Show Less
Digital CX Management Lead
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Simple, nimble and user friendly platform. Best support team ever. Comprehensive product documentation. Has the best capabilities and culture. It helps you build a customer centric culture in your organisation. Review collected by and hosted on G2.com.

What do you dislike?

Everything about Qualtrics and its platform is good. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Go for it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer journey mapping. Identifying customer's pain points in the support experience.

Qualtrics has helped us improve our customer support and experience satisfaction levels. Review collected by and hosted on G2.com.

Show More
Show Less
Head of Customer Experience Strategy and Deployment
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The ability to be able to self serve for the majority of developments is great. Small changes are quick to make and can be completed without any tech or coding skills. Review collected by and hosted on G2.com.

What do you dislike?

Lots of updates are always being released and its not always the easiest to find out about these. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Collecting feedback from customers and surfacing the data in a way that allows action to be takes easily and quickly. Review collected by and hosted on G2.com.

Show More
Show Less
UE
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

- Cost

- Functionality

- Accessibility

- Collaborative nature Review collected by and hosted on G2.com.

What do you dislike?

- Bugs/glitchy at times

- Different user experience for different operating systems I've found Review collected by and hosted on G2.com.

Recommendations to others considering the product:

- Use the tutorials that they offer

- Don't hesitate to reach out to support, they are very nice and easy to work with Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

- Improved experience and transparency Review collected by and hosted on G2.com.

Show More
Show Less
Operations Shift Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Real-time data availability for analysis Review collected by and hosted on G2.com.

What do you dislike?

None so far. Qualtrics provided me the data I need. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Qualtrics provide data analysis and data that can be used for implementation to improve processes and communications with customers. Make use of the functions and data from Qualtrics to serve both internal and external customers. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We were able to identify what are the opportunities we can address in terms of the way our representatives deal with the customers. It provides us insights of what and how we can deal with customers better. Review collected by and hosted on G2.com.

Show More
Show Less
Program Specialist
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like that it integrates many features to allow you to manage your customer's experiences and provide better overall service. Review collected by and hosted on G2.com.

What do you dislike?

I've run into a few things that you can't do within Qualtrics. The help line is very useful and always tells me when there is something they don't have functionality for. It's minimal - but the features i does have are excellent. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We've used it for online registration, customer satisfaction, needs assessment, and many other services. Review collected by and hosted on G2.com.

Show More
Show Less
Validated Reviewer
Review source: Organic
What do you like best?

Qualtrics is attempting to show public sector customers how to reach out to constituents and build trust in their government. For us it is about outcomes not ROI. Public sector is always open to sharing ideas and ways to make things better rather than protecting competitive advantage. A different environment and they recognize that. There is more to do but they are working on it and it is appreciated. Provide some government content in the XM Institute as well. Review collected by and hosted on G2.com.

What do you dislike?

Areas to improve would be the directory. It needs things like drag and drop, updated capabilities. We have EX and CX and as an admin of CX and not EX the lines between the 2 are pretty blurry. Dashboards could also be more intuitive. The tool is supposed to help those of us that aren't statisticians. The widgets are unforgiving if you are a novice. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is a great product that can be used for about anything you can think of. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have several closed loop feedback processes that provide daily feedback for services. It allows us to make quick adjustments, reach out to individual customers and provide additional information or assistance. It provides great individual feedback for celebration and coaching. Immediate email triggers from detractors provide management with important information in a timely manner.

Creating standardized questions across several Parks and Recreation programs give departmental overviews to management.

By discussing objectives and goals with survey admins we are creating questions that provide responses that can be acted upon. Review collected by and hosted on G2.com.

Show More
Show Less
AE
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

Coming from a company where customer feedback and sentiment was captured across multiple channels and and systems, Qualtrics has provided a solid, scaleable, and feature-rich platform that can serve the needs of many departments and teams across the enterprise. Review collected by and hosted on G2.com.

What do you dislike?

Qualtrics can do so much, that often times you just do not know what features to use or implement. You can also have an idea of what you'd like to accomplish and spend the time and effort to create it manually, only to discover Qualtrics had something out of the box you could use. More awareness and training around features would be great. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer Experience provides us with an easy, yet robust, solution to collect actionable feedback immediately at the conclusion of the purchase process. Review collected by and hosted on G2.com.

Show More
Show Less
Program Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Qualtrics Customer Experience makes it super easy to monitor, respond, and improve customer processes based on survey feedback. Review collected by and hosted on G2.com.

What do you dislike?

Implementation was complex and time consuming. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Purchase premium support Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Adoption and expansion of product by customers. We were able to discover issues early in customers’ journey so they could realize the benefits making it easy expand to other departments. Review collected by and hosted on G2.com.

Show More
Show Less
II
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The system itself is very intuitive and where you do fall into stumbling blocks they really do have first class support. Review collected by and hosted on G2.com.

What do you dislike?

It is a little overkill.... there are a lot of whistles and bells that you simply don’t need. At the same time survey monkey is too simple so you have to be the judge. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Understanding our NPS and making adjusting off the back of it. Review collected by and hosted on G2.com.

Show More
Show Less
Michelle Plaushines
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Qualtrics CX allows us to bring in multiple data points from various sources and create correlations as well as a complete picture of our current state in order to make more informed decisions about next steps. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes formatting the data in order to use it most effectively can be cumbersome. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have solved the need to display all of our various data in one place to see big picture trends and analyze our progress. Review collected by and hosted on G2.com.

Show More
Show Less
Validated Reviewer
Review source: Organic
What do you like best?

Qualtrics is a very robust platform with many capabilities. When building surveys they offer expert review which can help build a successful survey. They also offer an app which makes it convenient on the go. Review collected by and hosted on G2.com.

What do you dislike?

With so many capabilities I wish I had more technical knowledge. This isn't the only function of my job but feel like it easily could be to learn how to fully utilize it. Support is responsive but wish I had more of a consultant type role to help develop out a comprehensive program. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It's a great tool to gather and visualize feedback from our members. Review collected by and hosted on G2.com.

Show More
Show Less
UB
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Sharing CX dashboards with biz units so they can act on data as soon as trends appear. They don't have to wait for a report to be issued. Review collected by and hosted on G2.com.

What do you dislike?

There are still some glitches that have to do with data updates taking longer than I anticipated. Sometimes a change in TextiQ can take over an hour to update and you are stuck with the dreaded "spinning wheel." Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are now more quickly closing the loop on customer feedback. The data we have collected has enabled us to prioritize projects that impact CX and we have seen customer satisfaction increase as a result. Review collected by and hosted on G2.com.

Show More
Show Less
Senior Information Technology Analyst
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The best thing about Qualtrics is its customer support team and the Qualtrics community. Ever if I face any difficulty, the resolution is quick and simple with these supports. I need not wait for days to receive the resolution over ticket which is much appreciated and helpful for us as an organization. Review collected by and hosted on G2.com.

What do you dislike?

Qualtrics can add some more features like real time notifying the senders of the response submitted. Also it will be good to have the sentiment analysis embedded for comments to be classified based on the sentiment. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

One of the best survey platform available in the market with excellent support Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We as a Customer Experience team here in Honeywell, Qualtrics is a part of our daily work. It has helped us improve the metrics of our enterprise through the feedback collected via various surveys. This is the easiest way to reach out to the users for us as an organisation and also for the users to make sure their voice and opinion is heard. Review collected by and hosted on G2.com.

Show More
Show Less
Clinical Research Informatics Engineer
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I most like the speed of data transmitting from Qualtrics surveys to Vocalize reports. Soon after a survey is complete and showing in the Data & Analysis tab, it can be visualized in the Vocalize report. Review collected by and hosted on G2.com.

What do you dislike?

There are many technical limitations with the reports, due to a lack of customization with Vocalize. Many of the widgets would work much better with customized font size, location of titles, legends, etc. Many of the widgets could have conditional formatting, but only 1-2 do if I recall correctly. Formatting the reports is difficult and cumbersome, and especially frustrating when the paging does not turn out correctly (widgets of variable height on the same row will mess up the widget order on the reports). There are also lots of technical glitches that occur, especially with data being displayed incorrectly during export. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I believe the product may be going in the right direction, but as of now, it is having a lot of difficulty in my opinion, both with software glitches and lack of customization. I would definitely recommend using it for marketing and financial sectors, but there are some features that are missing for specific healthcare sector needs (more individual level analyses, rather than aggregate/population-level analyses). Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are using Customer Experience to visualize our psychiatric inpatients' self-report data on a nice, visually appealing Vocalize report, so that the staff psychologist can review the patients' scores in the scope of their treatment plan and progress. We have seen the value of having visually appealing and easy-to-read reports to visualize the data from surveys. Review collected by and hosted on G2.com.

Show More
Show Less
Customer Care Information System Analyst
Financial Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Qualtrics' templates and XM Solutions are a couple of the things I like about it the best Review collected by and hosted on G2.com.

What do you dislike?

I dislike Contacts - seems over complicated Review collected by and hosted on G2.com.

Recommendations to others considering the product:

When starting out, start with the Core survey tools. Get use to building the survey and other elements. After that, start using one of the pillars (Brand, Customer, Employee, or Product experience); understand it to its fullest. Try to talk with others in the Qualtrics Community for best practices on building a survey and how to get the best actionable data in reports/dashboards as you can possibly get. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Using Qualtrics has opened my professional world to understanding data from not only operations, but also from how the customer feels about us. Even when I only use Qualtrics, I can see more about how a customer feels about our people, processes, and products, then I ever had with other feedback tools. Being able to show what we can get out of the experience data and then share what we can get if we marry that with operational data, has blown executives' minds. Review collected by and hosted on G2.com.

Show More
Show Less
Director of Curriculum & Instruction
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The thing that most strikes me about Qualtrics is that I am constantly in awe of all of the untapped potential in the program. Every time I wonder if I can do something, I can and it exceeds my expectations. You put your money where your beliefs are and it shows! Review collected by and hosted on G2.com.

What do you dislike?

I would like to have a better way of organizing projects as the more we do, the more unwieldy the list format appears. Whether we could have folders that house the survey and the dashboard together or icons or open to other ideas, I would love it if I could reorganize that list in a way that works for me. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Don't hesitate! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Responses from our school community are easier to obtain and analyze. We have started to follow our graduating seniors as they become alumni and we are excited about the possibilities we can pursue in this realm. Review collected by and hosted on G2.com.

Show More
Show Less
CM
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

User interface ,easy to use and text size Review collected by and hosted on G2.com.

What do you dislike?

color and that does not fit in one screen Review collected by and hosted on G2.com.

Recommendations to others considering the product:

best till now Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

mostly the requirements of customer so that brand have those facilities Review collected by and hosted on G2.com.

Show More
Show Less
Analyst
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

It has lots of in-built question types which are always helpful to build the survey easily. Review collected by and hosted on G2.com.

What do you dislike?

Lack of Customer support on customization. delay response of customer support. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's quite helpful to analyze the customer data using different inbuilt functionalities i.e.e reports, crosstabs, expert review, etc. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

As per my experience, moderate level surveys are useful to build in Qualtrics. Review collected by and hosted on G2.com.

Show More
Show Less
Business Intelligence Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

The thing we like the best about Qualtrics CX is the functionality, once connected and running the dashboards are amazing. We have found the text analytics incredibly insightful, to the point that we put more emphasis on that than the NPS or CES scores. Review collected by and hosted on G2.com.

What do you dislike?

The support engineer assigned to us for implementation was more concerned about quickly checking off to-dos than making sure we knew how to use the project. Getting the automated data connections for daily distributions was also a difficult process. We ended up using an FTP over the API to keep a partition between our server and Qualtrics. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make sure to take your time on implementation, especially during the file transfer process. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have 9 automated surveys running on a daily basis that allow us to keep a pulse on how our customers feel about service, new products, and processes. The tool has allowed our Executive team to make faster decisions on the Customer Experience. Review collected by and hosted on G2.com.

Show More
Show Less