Qualtrics Customer Experience Reviews
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.
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.
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.
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.
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 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.
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 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 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.
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 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 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 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 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 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.
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.
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.
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.