--- title: Qualtrics Customer Experience Reviews meta_title: 'Qualtrics Customer Experience Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 751 reviews by the users' company size, role or industry to find out how Qualtrics Customer Experience works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 751 scale: '5' date_modified: '2026-07-17' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Qualtrics Customer Experience Reviews **Vendor:** Qualtrics **Category:** [Experience Management Software](https://www.g2.com/categories/experience-management) **Average Rating:** 4.3/5.0 **Total Reviews:** 751 ## About Qualtrics Customer Experience Qualtrics XM for Customer Experience is the customer experience product used by the world's most iconic brands to immediately surface customer friction and guide frontline teams in the moment to better serve clients. Drive company-wide improvement—across processes, products, and digital properties—to increase customer lifetime value. Frontline Care (TM) uses omnichannel analytics and AI-powered automation to deliver powerful, personalized recommendations for every customer straight to your frontline customer care teams so you can increase usage, drive upsell, and reduce churn. Leverage our Frontline Digital (™) Product to analyze customer journeys so you can step in at the right time to remove friction or redirect users to a better experience. Understand digital customer behavior through session replays and frustration detection like rage clicks and mouse thrashing. Use Frontline Locations (™) to compile online reviews within the same platform so you can connect the dots between channels and get a bird’s eye view across the end-to-end customer experience. Bring together feedback from your customers with the voice of your frontline employees and make sense of it all in seconds with our AI-powered platform. Qualtrics is used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee, and brand—on one platform. Over 13,500 enterprises worldwide, including more than 85 percent of the Fortune 500, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee-centric culture, and build iconic brands. ## Qualtrics Customer Experience Pros & Cons **What users like:** - Users appreciate the **ease of use** of Qualtrics Customer Experience, making data collection and analysis accessible for everyone. (18 reviews) - Users value the **powerful analytics** of Qualtrics Customer Experience, enabling insightful understanding and enhancement of customer journeys. (14 reviews) - Users find Qualtrics to be **extremely helpful** in improving customer satisfaction and streamlining service procedures. (13 reviews) - Users value the **deep insights generation** from Qualtrics, enhancing customer satisfaction and retention through effective data analysis. (9 reviews) - Users value the **strong analytics and reporting capabilities** of Qualtrics for deep insights into customer feedback. (9 reviews) - Customer Insights (7 reviews) - Users value the **exceptional customer support** of Qualtrics, citing proactive communication and timely follow-ups on issues. (7 reviews) - Users appreciate the **powerful dashboard building capabilities** of Qualtrics, enhancing their understanding of customer experience. (7 reviews) - Data Management (7 reviews) - Features (7 reviews) **What users dislike:** - Users find the **complexity** of Qualtrics challenging, especially new users needing only basic survey functionalities. (7 reviews) - Users find that Qualtrics has a great interface but requires **improvement on custom setup** and Text iQ functionality. (7 reviews) - Users find **limited customization** challenging, especially when trying to simplify the platform for basic survey needs. (7 reviews) - New users may find the **complexity of the interface** overwhelming, making initial setup and navigation challenging. (7 reviews) - Users find the pricing of Qualtrics to be **high** , making it challenging for smaller teams with limited budgets. (6 reviews) - Users are frustrated by the **limitations in customization and data analysis** , making it a time-consuming and costly task. (6 reviews) - Steep Learning Curve (6 reviews) - Users report **inaccurate data analysis** in Qualtrics, making it difficult to derive meaningful insights from surveys. (5 reviews) - Learning Curve (5 reviews) - Complex Customization (4 reviews) ## Qualtrics Customer Experience Reviews ### 1. Qualtrics is reaching out to their Government customers **Rating:** 4.5/5.0 stars **Reviewed by:** Leslie S. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2020 **What do you like best about Qualtrics Customer Experience?** 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. **What do you dislike about Qualtrics Customer Experience?** 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. **Recommendations to others considering Qualtrics Customer Experience:** It is a great product that can be used for about anything you can think of. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** 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. ### 2. A single platform to house, collect, and analyze experiential data **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** March 07, 2019 **What do you like best about Qualtrics Customer Experience?** 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. **What do you dislike about Qualtrics Customer Experience?** 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. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Customer Experience provides us with an easy, yet robust, solution to collect actionable feedback immediately at the conclusion of the purchase process. ### 3. Qualtrics Customer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Tracy G. | Program Manager, Enterprise (> 1000 emp.) **Reviewed Date:** September 03, 2020 **What do you like best about Qualtrics Customer Experience?** Qualtrics Customer Experience makes it super easy to monitor, respond, and improve customer processes based on survey feedback. **What do you dislike about Qualtrics Customer Experience?** Implementation was complex and time consuming. **Recommendations to others considering Qualtrics Customer Experience:** Purchase premium support **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** 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. ### 4. Support Staff are incredible but... **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Enterprise (> 1000 emp.) **Reviewed Date:** October 17, 2020 **What do you like best about Qualtrics Customer Experience?** The system itself is very intuitive and where you do fall into stumbling blocks they really do have first class support. **What do you dislike about Qualtrics Customer Experience?** 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. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Understanding our NPS and making adjusting off the back of it. ### 5. Qualtrics CX has allowed our organization to effectively analyze and display data in innovative ways **Rating:** 5.0/5.0 stars **Reviewed by:** Michelle P. | Michelle Plaushines, Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2020 **What do you like best about Qualtrics Customer Experience?** 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. **What do you dislike about Qualtrics Customer Experience?** Sometimes formatting the data in order to use it most effectively can be cumbersome. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We have solved the need to display all of our various data in one place to see big picture trends and analyze our progress. ### 6. Robust Platform **Rating:** 4.0/5.0 stars **Reviewed by:** Alexandria J. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 11, 2020 **What do you like best about Qualtrics Customer Experience?** 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. **What do you dislike about Qualtrics Customer Experience?** 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. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** It's a great tool to gather and visualize feedback from our members. ### 7. Qualtrics CX dashboards help make data visualization easily accessible **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Biotechnology | Enterprise (> 1000 emp.) **Reviewed Date:** March 04, 2020 **What do you like best about Qualtrics Customer Experience?** 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. **What do you dislike about Qualtrics Customer Experience?** 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." **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** 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. ### 8. The most convenient to use survey platform with best support team **Rating:** 4.5/5.0 stars **Reviewed by:** Ranjini K. | Senior Information Technology Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** 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. **What do you dislike about Qualtrics Customer Experience?** 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. **Recommendations to others considering Qualtrics Customer Experience:** One of the best survey platform available in the market with excellent support **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** 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. ### 9. A promising product with a plethora of technical shortcomings. **Rating:** 1.5/5.0 stars **Reviewed by:** Kieran P. | Clinical Research Informatics Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** 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. **What do you dislike about Qualtrics Customer Experience?** 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. **Recommendations to others considering Qualtrics Customer Experience:** 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). **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** 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. ### 10. The Best Experience Management Tools in the Industry **Rating:** 4.5/5.0 stars **Reviewed by:** Timothy A. | Customer Care Information Systems Analyst and CX/UAT Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics' templates and XM Solutions are a couple of the things I like about it the best **What do you dislike about Qualtrics Customer Experience?** I dislike Contacts - seems over complicated **Recommendations to others considering Qualtrics Customer Experience:** 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. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** 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. ### 11. The platform is easy to use, provides an elegant and easily digestible format for feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Natalie T. | Director of Curriculum & Instruction, Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** 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! **What do you dislike about Qualtrics Customer Experience?** 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. **Recommendations to others considering Qualtrics Customer Experience:** Don't hesitate! **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** 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. ### 12. shalini **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Market Research | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2020 **What do you like best about Qualtrics Customer Experience?** User interface ,easy to use and text size **What do you dislike about Qualtrics Customer Experience?** color and that does not fit in one screen **Recommendations to others considering Qualtrics Customer Experience:** best till now **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** mostly the requirements of customer so that brand have those facilities ### 13. Been a great partnership with Qualtrics **Rating:** 5.0/5.0 stars **Reviewed by:** Mark S. | Business Intelligence Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2019 **What do you like best about Qualtrics Customer Experience?** 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. **What do you dislike about Qualtrics Customer Experience?** 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. **Recommendations to others considering Qualtrics Customer Experience:** Make sure to take your time on implementation, especially during the file transfer process. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** 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. ### 14. Qualtrics: Product is good for the price; Service and Support are PAINFUL **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Qualtrics Customer Experience?** The price. Qualtrics was priced, with implementation services, at half the price of competitors. I have implemented research and feedback programs on several different platforms. Using Qualtrics, you can create an impressive array of feedback programs quickly with decent dashboards and analytics in a self-serve model. However.... **What do you dislike about Qualtrics Customer Experience?** Because the platform works fundamentally differently than most survey platforms, you will create unexpected data integrity challenges for yourself right out of the gate if you are not aware of the platforms' peculiarities. Sales deliberately over-simplifies the platform in RFP responses and demos. Support and Service are profoundly painful and the service partner we were forced to use was clearly learning the platform along side us. The support site lists only the most basic of information and support center assistance is hit-or-miss depending on the agent you get. Example: I am challenged to get decent response rate information on my surveys, which should not be a problem. Knowledge about implementing SSO, SMTP, SFTP, and Salesforce integrations is is lacking, forcing an iteration through incorrect or partial answers. Bottom line: if you get this platform either demand (and pay for) a highly qualified implementation partner or expect a steep and painful learning curve. If we had done that, the price point would have been on par with other vendors and we likely would have made a different choice. **Recommendations to others considering Qualtrics Customer Experience:** If your results are important to the business, you are trending results over time, and/or you have more than one research or feedback program; get qualified assistance from a resource who has extensive experience on Qualtrics, especially using transaction embedded data in Automations plus any areas of integration, like Salesforce, SSO, SMPT, SFTP, etc.. You will also need access to Java scripting or similar skills for some basic functionality. Be prepared to implement their APIs. That will save you a lot of headaches. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We are implementing fairly standard feedback programs....NPS, Support CSat, Events-based smiley sheets, Before/After comparisons, etc.. ### 15. Very flexible tool now with a range of support options **Rating:** 4.5/5.0 stars **Reviewed by:** Ben L. | VP, Customer Experience & Insights, Enterprise (> 1000 emp.) **Reviewed Date:** September 23, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics is great as both a tool and an organization. They have hired top talent and built out their product suite rapidly. The tool is very flexible, and I appreciate we can heavily customize rules, logic, program design, dashboards, etc. ourselves as well as outsource to Qualtrics when we don't have the internal resources or expertise. The recent focus on holistic CX program design and management vs. just CX survey software is a welcome one. **What do you dislike about Qualtrics Customer Experience?** I would love for more powerful admin tools as well as better pre-built use cases (for example, what does a good call center agent-level dashboard look and act like vs. starting from scratch). I want to leverage the power of their impressive client list more. **Recommendations to others considering Qualtrics Customer Experience:** Don't sell yourself short on their support options (consulting teams, Technical Account Managers, etc.). The software is good, but software will only take you so far. I'd really suggest considering all internal, Qualtrics, and partner resources required to get full value out of this tool. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We have streamlined more than 100 customer experience surveys to just a handful of core ones that run in 25+ countries worldwide with real-time alerts and dashboards. We've really accelerated the pace of customer insights and enabled better action in response to customer feedback. ### 16. Everything you need for asking users feedback and more **Rating:** 3.5/5.0 stars **Reviewed by:** Tatyana M. | Senior User Experience Designer, Internet, Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics feedback has an extensive customization capability, customize the look and feel to match your company branding, set up custom questions, button design, forwarding of feedback and capturing users browser and location. I really like how you can add your own CSS and HTML to the form style and customize the design to make it pixel perfect. **What do you dislike about Qualtrics Customer Experience?** With the extensive customization capabilities, it also becomes extremely complex. Because Qualtrics offers so much, it because overly cumbersome and not easy to use behind the scene. If you don't use the system on daily basis, you will complete forget the system, because it's so complex. Perhaps a simpler version should be available that does not require hours of training and is more user friendly. Would also like a way to capture a screenshot of the web page the customer is providing their feedback, as part of the form response. Often, we cant tell what issue customer had because we cannot reproduce it. **Recommendations to others considering Qualtrics Customer Experience:** If you are looking for a system that have it all, Qualtrics is it! It will meet all your needs and more ! **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Customer feedback is helping us push new features and fix production issues that we might not be aware of. For example, we have been asking for our stakeholders to upload good quality product images for a long time. They don't listen to us. Now we are hearing this straight from our customers through the Qualtrics feedback form, which is great! And is helping us have more leverage to get better image on our website! ### 17. User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Kate E. | Clinical Quality Assurance Specialist, Mental Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** With being a new user to Qualtrics, the Help button has been the easiest to use and navigate of any program I have ever used. When I type in help questions in the search bar, I get information that is related to the task I am working on. The basecamp tutorial videos are short, to the point, and very helpful! **What do you dislike about Qualtrics Customer Experience?** I haven't noticed any downsides. It's a big program, so it takes a while to learn how to use it to it's potential. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Qualtrics is being used by agency to send out satisfaction surveys in our multiple programs. This has allowed our clients to feel heard and get a timely follow-up contact, if they request a call. ### 18. Comprehensive and user-friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Marg G. | Client Experience Program Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 03, 2019 **What do you like best about Qualtrics Customer Experience?** So easy to design surveys! There are tons of pre-set question types to choose from that make it really easy to experiment with ways to drive the kind of response most useful to your business. **What do you dislike about Qualtrics Customer Experience?** The layout isn't always intuitive and there's so much feature functionality that it's easy to get overwhelmed. Luckily there is great online support (reference & live help) to keep you pointed in the right direction. **Recommendations to others considering Qualtrics Customer Experience:** Definitely consider it! The customization capabilities are more than adequate, the interface is easy enough to learn, it integrates well with Salesforce (our CRM) and the analytics are slick and stylish. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Our business is very high-end and high-touch. So far we've been operating on a set of assumptions about how our B2B and B2C clients feel about us; these surveys will help validate these assumptions and provide a means of prioritizing future enhancements based on their contribution to CX. ### 19. Great capabilities, if you're Technically Minded **Rating:** 2.5/5.0 stars **Reviewed by:** Erik C. | Salesforce Developer, Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** A pretty robust platform that really let's you get creative with how to deliver surveys and gather feedback on experiences! Good API documentation for how to interact with the system. **What do you dislike about Qualtrics Customer Experience?** Unfortunately, this does not favor the admin minded folks very much. It's fine at a small scale if you are able to funnel all development through one or two brand admins, but there is not a really great way to get a view of how the system is used across a company if you are allowing several people to build and send their own surveys. The only way to get at that information: writing a curl in command line to pull it from an API. No UI to provide this wholistic view. **Recommendations to others considering Qualtrics Customer Experience:** Great tool, if you are able to come up with a company-wide management solution with the limited exposure that is given to Brand Admins **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Currently, in my scope, we are running NPS surveys and Business Impact Surveys to our customers. Unfortunately, unless I am involved directly, I do not know what the rest of my company doing with the platform. ### 20. New User Experience **Rating:** 3.5/5.0 stars **Reviewed by:** Amy J. | Deposit Operations Manager , Banking, Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** The flexibility and tremendous amount of valuable feedback we will gain from this software. I like the dashboard and found overall the software easy to use. The reporting piece will be very important to improving our customers experience. I appreciate the file upload ease of use, and how much data is able to be sliced and diced. I look forward to learning what is important to both or internal and external customers. **What do you dislike about Qualtrics Customer Experience?** Third party training - not specific to our industry. We struggled with the individual that was on our project. He eventually improved and did bring the project to a successful completion. Having someone assist that understands the end users industry would be very helpful. Also we were not tech savvy users which caused some challenges. Again it did end well. **Recommendations to others considering Qualtrics Customer Experience:** Do your homework, know what your expectations are and how you will use the information. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** I've learned a great deal about our data and what we need to measure. Improving our customer's experience will be the biggest asset of our use of the software. Understanding our client's need and desires will also be a specific measuring point. In addition we hope to identify areas where training may prove useful. It's important to put to use the information the survey will provide. Asking our Teams to work with the results will help our employees take ownership of important customer relationships. Going above and beyond to ensure We achieve the best result. ### 21. Professional survey system allowing for powerful analysis **Rating:** 4.0/5.0 stars **Reviewed by:** Stefanie K. | Senior Professional Learning Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** Great system, the Research Core allows for complex survey logic, and provides helpful tips how to create good surveys and provides the ability to create reports for the answers to share with customers. We enjoy the dashboards because of their ability to display data in a professional manner in brand colors, that can easily be evaluated by anybody on the team. Preset filters allow for a quick glance, but adaptive filtering allows each coworker to dig down by themselves and get answers about correlations for their specific questions. So far everything I needed was possible to do! **What do you dislike about Qualtrics Customer Experience?** While I have not yet been unable to do something, it is often not quite intuitive and usually there is a multitude of options directly available. You have to either be trained to use the system or do it regularly to avoid spending a lot of time with looking up how to do things. I appreciated the improvements in the dialog to setting up the datasource for the survey, but am regularly frustrated that I have to switch between keyboard and mouse all the time since the keyboard does not work in the drop-downs. One thing that is regularly stumping me: I am color-coding bar charts in our brand colors, but if I set up the dashboard before I have any survey answers or while I only have very few, I can not do that, since the dashboard does not seem to know what possible options are, so I regularly have to go back and tweak the colors as more answer options are chosen. **Recommendations to others considering Qualtrics Customer Experience:** The dashboards are a great tool for your team and management to quickly get an impression on how things are going, while at the same time allowing them to investigate correlations if they are interested in that. The user interface is mostly intuitive. You should plan a bit of learning time for the set-up of the dashboards, though. At least in our company we decided to keep that task in the hand of only very few people, whereas nearly everybody creates surveys. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Currently we are mainly using it to gather information about the user experience after they interacted with our product. Qualtrics Reseach Core allows us to set up a complex survey consisting of a standard backbone that everyone answers and many parts that are only displayed to users meeting certain conditions. Qualtrics Customer Experience allows every single team member to look at the results to improve our products, and investigate correlations to get a better understanding of customer issues and what they really like. ### 22. Qualtrics for communities and governments **Rating:** 4.5/5.0 stars **Reviewed by:** Matt H. | VP Research and Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics is a very easy to use platform that makes data collection, aggregation, and analysis very easy. Whether you use their own built-in analytics tools, or you want to download the data for use in Python, R, or another program, the data is easy to move around and make work for your purposes. There are also a lot of things Qualtrics can do that you may not be aware of'; I love the dashboard feature. It is top notch, and everyone using Qualtrics should be using their dashboards. **What do you dislike about Qualtrics Customer Experience?** There are some minimal adjustments that could be made to the user interface that would make the platform even more user friendly. Short of that, I have no complaints. **Recommendations to others considering Qualtrics Customer Experience:** Give yourself the time to learn the platform. From day one, you will be able to build and send out a survey, because it is very intuitive, but to learn the advanced functionality of Qualtrics, take the Qualtrics certification to really make some good surveys. Finally, just because you have the platform does not mean you are an expert survey writer. Survey methodology is a very detailed science, so learn the ins and outs. Qualtrics offer many online training on this topic. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** I have helped companies improve revenue, cities increase tourism, and counties increase business recruitment. I have also used the platform for employee engagement, investor satisfaction, and have built fillable forms for direct connection with our CRM. The limit to the uses for Qualtrics are only constrained by your creativity. ### 23. Best of the best for CX Measurement **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** The ease of use for Qualtrics is excellent. I have been using the product for 4 years and have trained many new users. They are always impressed how easy it is to learn how to use the product. **What do you dislike about Qualtrics Customer Experience?** There are a few odd bugs that have been present for a long time, such as some oddities with how the email templates are formatted. Qualtrics is very good about making major improvements to the product, but there are still a few small annoyances that haven't been fixed (and they seem like relatively easy fixes). All that aside, I'm still a huge fan! **Recommendations to others considering Qualtrics Customer Experience:** This is really the best in the market. Every year my company reviews other capabilities out there and consistently we decide that Qualtrics is still the best solution for our needs and blows away the competition. We even have some other tools that could do similar things with basic survey capabilities for cheaper, but Qualtrics still wins the evaluation. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Qualtrics gives us a business-wide solution for measuring voice of the customer and it's integrated with our key tools, such as Salesforce.com and some apps within SFDC so that it's a very smooth end-user experience for our employees. ### 24. Best all-around survey research tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Publishing | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** I find Qualtrics to be generally easy to learn to use, while also offering more advanced tools for the power-user who wants more sophisticated survey design. It can be integrated with other MarTech tools with some basic APIs and integrations. The salesforce response mapping is working out well for us, as is triggering a survey from an action in salesforce. **What do you dislike about Qualtrics Customer Experience?** I have not found StatiQ or PredictiQ to be usable off-the-shelf and have continued to do that kind of work outside of Qualtrics. The reporting in the research suite is basic to the point of being almost useless except for seat of the pants visualizations. The Vocalize dashboards have some good qualities but are insufficiently integrated with the research platform, especially with regard to TextiQ but also in general. The value of the TextiQ is mainly in streamlining the process of manually coding by theme; the automated themes identified by Qualtrics are way off and the reporting by topic is very limited. **Recommendations to others considering Qualtrics Customer Experience:** Do a good job on your use cases. Try before you buy. Qualtrics can do a lot of things, but no tool is your dream tool. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Qualtrics helps us deploy good surveys quickly and easily and - mostly - to capture feedback in a way that we can either share within Qualtrics, export, or integrate with other platforms. At my company there's increased focus on bringing together X and O data and we can't do this yet in Qualtrics. I don't know that there is a better solution, but that's definitely a problem we need to solve. ### 25. Qualtrics Customer Experience -- Useful, but missing many key features **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics CX can be useful for basic dashboards. It is also useful that you can add different data sources into a single dashboard fairily easily. The graphics and layout are fair. **What do you dislike about Qualtrics Customer Experience?** The graphics are limited as is the layout. Most frustrating is the filter features, as you cannot limit the number of choices to single select for a particular filter. Also, it does not provide an overview of what filter items have been selected, allowing the user to accidentally choose more than one and may not realize it **Recommendations to others considering Qualtrics Customer Experience:** Like all the Qualtrics products, it is easy to use for the most part, but is missing very basic features that seem obvious, like the ability to limit the filter to select only one item. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** It does allow us to create simple dashboards to allow departments who collect "one-time use" data such as registration forms to also look at over time trends. ### 26. Best in the Market; Room for Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** The XM platform is intuitive, flexible, and completely self-serve. You can design and launch a survey in hours, not weeks or months. The sales and AM staff are responsive & respectful. The platform offers a variety of features / functionality not found in other tools. The Stats IQ and Text IQ make quick work of otherwise laborious insights. **What do you dislike about Qualtrics Customer Experience?** The platform is unstable, certain features are not robust in a way that one would expect. The support leaves a great deal to be desired. It is clear that the company is experiencing significant growth pains and that the focus is on new technology while the existing technology receives no attention. **Recommendations to others considering Qualtrics Customer Experience:** Thoroughly think through your needs from a functionality standpoint. Where possible, always choose the CX platform at minimum. Avoid research core unless all of your reporting and analytics will occur outside of the tool. Talk with an expert. Get help from experienced users in implementation. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We're able to quickly understand what is working or not working at a brand, product, service, and employee level. Insights are collated and shared in hours, promoting action and accountability that drive improvement in churn, contact rates, satisfaction, and revenue. ### 27. Great and responsive team **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** I like how the team is accessible on an individual basis. Each member that has helped me listened to my problem and genuinely tried to solve it rather than reading a script or directed me to a How To page. **What do you dislike about Qualtrics Customer Experience?** It is difficult to get on the phone with them and my team members at once since they don't have a way to schedule meetings. Also, there's no way to get the same team member to help. If it is not resolved within one phone call, I have to re-explain my issue again to the next person. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** How to carry out survey distributions, UX and integrations with SF. We've mostly used it for NPS surveys. However, it would be great to use it for other one-off survey needs. The integration with SF is complicated, however. This makes it difficult to easily deploy and get more users onboard with Qualtrics. ### 28. Lacks stability, and very annoying to circumvent every bug in this platform **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Dashboard visualizations are pretty nice, especially the word cloud which is interactive. The survey builder is a classic, but could do with some advanced question types to be included in the standard package, like other survey platforms **What do you dislike about Qualtrics Customer Experience?** Data doesn't load or delete when asked. It takes hours or days for something to update, which is super irritating. I hate the response cap when other platforms don't utilize this. You can't share dashboard with a copy paste link, so you need to pay for logins, which is only so limited. Despite the underlying motivations of Qualtrics, I see this as greedy and/or poorly optimized for commercial use without breaking the bank. **Recommendations to others considering Qualtrics Customer Experience:** N/A **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Basic surveying. The only competitive advantage is that it has a professional looking brand/UI, and has a dashboard. If not for that i would use something else. ### 29. Overall good tool with great potential **Rating:** 3.5/5.0 stars **Reviewed by:** Kat V. | Senior Data Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2019 **What do you like best about Qualtrics Customer Experience?** Out of the box, Clarabridge has a good algorithm for tagging different verbatim comments with generally accurate positive/negative/neutral sentiments. This gave us instant visibility into our users perceptions of our platforms & understanding of what was driving our NPS, a capability we didn't have before. It's also a quick & easy way to spin up basic dashboards. The level of service we receive is also great, as Clarabridge is always responsive to our needs. They have also come onsite to deliver some really helpful trainings for the team. **What do you dislike about Qualtrics Customer Experience?** It was really tricky to connect to our data warehouse. It took analysts weeks to build the pipelines, & they are very intermittent & often break. In addition, the tool has very little flexibility in its dashboarding capability, so we ultimately need to use other tools for presenting insights to our stakeholders. We also noticed some latency when there is too much data. The other thing is that since the tool is not widely adopted across the industry, it's not necessarily a transferrable skill. **Recommendations to others considering Qualtrics Customer Experience:** It's good only for social media - for other platforms like help centers or communities, it might not be the best tool. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We have established listening posts across all of our platforms - Help Center, Community Forum, Social Media, & through our general user survey. Clarabridge Engage helped us quickly turn open-ended feedback into insights that helped us with understanding how to improve UX, content, & usability in the platforms. ### 30. It is a start for our Ibotta needs **Rating:** 3.5/5.0 stars **Reviewed by:** Anthony B. | Customer Care Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2019 **What do you like best about Qualtrics Customer Experience?** Measurement tools are pretty good for reporting. Being able to tag mentions for reporting and see what is trending. I do like the fact that the user's email field was added so that we can easily search the same location for looking up an account. I do like the fact about chat and we are able to write and talk about problems. They are not always solved right away, but they always respond. **What do you dislike about Qualtrics Customer Experience?** Instability with other agents. It seems like when we have four+ agents it gets squishy and we are always having to refresh or restart to see each other. A more streamlined UI in each mention so that we are understanding one mention at a time. I would like to see automation that allows our users to input their basic information so that does not have to be requested. There needs to be more stability within the linking of our system ZenDesk ticketing system. Almost too frequently, the little spaceship is popping up and saying error. More work needs to be done so that a smooth transition is always linked. **Recommendations to others considering Qualtrics Customer Experience:** Verify stability when operating with a rather large agent base. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Currently, our main goal is seeing trending issues that are the first before anyone else sees it. Mainly when updates occur on our platform, there always is a problem associated somehow and somewhere. While keeping our volume low we are able to pinpoint problems and react. ### 31. True enterprise-class survey tool **Rating:** 4.5/5.0 stars **Reviewed by:** Dave M. | Director of Marketing, Enterprise (> 1000 emp.) **Reviewed Date:** September 09, 2019 **What do you like best about Qualtrics Customer Experience?** A TON of functionality / options to capture survey information. One instance - they have a number of great options for "site intercept" , to capture website feedback on websites. I've worked with tools in the past (namely ForeSee) that have a 'one-size-fits-all' approach, which simply doesn't work. **What do you dislike about Qualtrics Customer Experience?** The interface is slightly confusing, deceptively so because it has a very polished look. For instance, the right-hand top utility nav contains "Library", but (once clicked) there is a separate nav in top-left that displays the various libraries ... not immediately apparent. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** NPS and Voice of Customer capture ### 32. Great Customer Experience Platform!! **Rating:** 4.5/5.0 stars **Reviewed by:** Tanvi S. | Data Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** Not only it helped us get all the surveys at one place but the analytics are awesome. How we can analyze data in the platform with additional feature of Text IQ is very helpful. The Dashboard makes thing easy to see for management. **What do you dislike about Qualtrics Customer Experience?** As of now there was1 main issue we had with auto thank you note which took longer to resolve. But once we had the right customer service person he provided a solution quickly. **Recommendations to others considering Qualtrics Customer Experience:** It is a very good Platform. Easy to implement and easy to use. The customer service is really good. Most of our issues get sorted pretty quickly. Plus the dedicated team is available to answer every question almost instantly. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** 1. Send out various surveys to customers 2. Analyzing the data we get from Surveys 3. Work on places where customers are having issues. ### 33. Best social media management solution on the market! **Rating:** 5.0/5.0 stars **Reviewed by:** Khaled J. | Social Media Leader, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2019 **What do you like best about Qualtrics Customer Experience?** Clarabridge offers one of the most intuitive API's for customer service over the multitude of channels of social media. It has a wide variety of features that satisfy all your business needs and more. Everything is laid out in a very user-friendly manner without being crippled by a steep learning curve. Their online customer support team is quite hands-on and doesn't leave a single stone unturned. We've never had an easier time serving customers, and analyzing their attitudes before we started using Engagor. Another major factor to bear in mind is price. Engagor stands amongst the competition in providing the most bang for the buck; its colossal capabilities ensure that you will never ponder a different offering. What truly sets Engagor apart though is the fact that it's constantly growing, expanding and improving its well-rounded arsenal which only leaves me to wonder why isn't everyone using it already. **What do you dislike about Qualtrics Customer Experience?** The only thing that nullifies the aura of perfection from Engagor is the lack of user-customization. While Engagor itself is very comprehensive, and would without a doubt cater to your everyday operations without as much as a flinch, it would have been rather glorious if Engagor allowed users to tailor new buttons and shortcuts that ease their designated workflows. **Recommendations to others considering Qualtrics Customer Experience:** If you're aiming for a jack-of-all-trades, and a master of all kind of solution then Engagor is the only obvious answer. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Engagor has truly revolutionized our customer service gig at Aramex. With Engagor we can keep track of customers' needs, analyze trends, disseminate information, and report performance metrics accurately and promptly. We always have a hand on the customer's pulse, allowing us to serve them in a fashion unparalleled to conventional means. ### 34. Easy to use but need more flexibility on the requirements **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Market Research | Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2020 **What do you like best about Qualtrics Customer Experience?** The tool is user-friendly and can be used by non-programmer in creating standard/ simple surveys **What do you dislike about Qualtrics Customer Experience?** It cannot handle complex requirements such as complex customization of survey **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** It's more of creating standard templates that can be re-used by the survey designer. But since it can't handle some of the complex scripting, I have to re- design it in other way that Qualtrics is capable of. ### 35. Best Research Tool on the Market **Rating:** 5.0/5.0 stars **Reviewed by:** Garred S. | Manager Customer Insights and Analytics, Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics has the best technology for researchers to use for a self-service company. I have been able to write surveys, create complex questionnaire flows, and quickly get results back that have been helpful for our team. Their customer support team is also great to work with. Our account team is always working towards helping us have the best experience. **What do you dislike about Qualtrics Customer Experience?** With Qualtrics being the best technology on the market you will pay more than most other tools, but their team does everything they can to keep costs low for us and finds alternative ways to get what we need. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We have made significant business changing decisions from the feedback from our customers. We have seen significant improvements to our NPS as we have made these changes, and can track back to root causes quickly. ### 36. Questions Answered **Rating:** 5.0/5.0 stars **Reviewed by:** William W. | Director of Client Services, E-Learning, Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2019 **What do you like best about Qualtrics Customer Experience?** The pre-written questions, survey templates, and an amazing array of analyses make using Qualtrics to understand and support our customers super easy. **What do you dislike about Qualtrics Customer Experience?** It's a huge application, and it's not always intuitive. I dislike spending time looking for features that aren't where I would expect to find them -- especially features that change location depending on where you are in the app. **Recommendations to others considering Qualtrics Customer Experience:** Give yourself time to learn the tool before you try to use it in production. It's easy to make a mess of things if you don't know what you're doing, but it's really hard to clean up the mess once it's made. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We have long lacked insights into our clients, and Qualtrics is helping us get those insights clarified and on the table for our use. ### 37. Qualtrics for NPS Scores **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics customer service has always been helpful as they have provided great feedback. We use Qualtrics to send our NPS survey along with CSAT questions. **What do you dislike about Qualtrics Customer Experience?** I would like a feature to not only dedup on two fields in the directory, but be able to group by on records and delete duplicates at one time. Right now, a duplicate record appends to the directory if it does not match the de-dupping category. **Recommendations to others considering Qualtrics Customer Experience:** I would recommend to get an experienced Qualtrics rep on site to implement. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We have received so much feedback from our customers through the Qualtrics platform. Through the vocalize platform, we are able to predict our NPS score before the end of the month. ### 38. Generally Like It but they are Improvements **Rating:** 3.5/5.0 stars **Reviewed by:** Brandan T. | Customer Success Ops Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** I like that it gives us the ability to track the responses in an organized manner. The data portion of it is very intuitive as well. **What do you dislike about Qualtrics Customer Experience?** I would say that the spam filter is very frustrating. When looking individually at the IP address it seems that it sometimes catches some spam and sometimes does not. It would be nice to know how it is configured to label spam. **Recommendations to others considering Qualtrics Customer Experience:** I would say to include more functionality within the overall chat experience. Maybe a facetime with zoom would be a great addition. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Generally there are no problems with the customer experience. I had one issue earlier this year and used the chat feature and had a great experience overall. Best part was that they solved the issue! ### 39. Great product and amazing support **Rating:** 4.5/5.0 stars **Reviewed by:** Jed W. | Member Experience Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2019 **What do you like best about Qualtrics Customer Experience?** You're able to reach out via phone, email, or chat. They support team is very patient with new users and help walk you through the basics, as well as dig into more detailed questions. **What do you dislike about Qualtrics Customer Experience?** There have been a couple of times where the wait for a response was longer than I would have liked, but all things considered, it was still a good experience. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Qualtrics has allowed us to better target the right members at the right time and has greatly improved our reporting capabilities. ### 40. Qualtrics Customer Experience is the most complete and easiest to use in the market. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Research | Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2019 **What do you like best about Qualtrics Customer Experience?** I really like this system because it has a very friendly interface where it allows me to monitor the opinions of my clients of my clients and it gives me the possibility of going into action. I can improve the processes by assigning roles to each member of my team. work and thereby encourages the sense of belonging and improve the organizational climate. Without a doubt, it seems to me a very complete system since it gives me the most complete possibility to get in direct contact with them and to close the gap of dissatisfied customers of my products and services offered. **What do you dislike about Qualtrics Customer Experience?** At the moment I have no problems with this system, however, at first if it took me a long time to get used to it. Although I must note that I had a lot of technical assistance thanks to the customer service team of this software. Also, sometimes I get delayed in my work because when it is updated it does it slowly without giving an opportunity to use it. **Recommendations to others considering Qualtrics Customer Experience:** I definitely recommend this system because it is a very complete and flexible system, which has allowed me to grow and improve processes in which I did not think it could happen. I can say that this system is a bit expensive, but it is worth the investment since you will undoubtedly improve in each of the processes. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Thanks to this system, we can execute complete analyzes, in order to measure the impact caused by our products and services, and also allow us to share information with my work team, this system is easy to understand allowing us to improve customer service. Also, I like the attention provided by the customer service team because with their assistance I have been able to train online and solve problems arising from the system and incidents done in a fortuitous manner. ### 41. Very good survey data collection tool, but too expensive for our purposes **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2019 **What do you like best about Qualtrics Customer Experience?** The number of features and reporting tools are very helpful for gaining accurate data. Website pop out surveys are useful, but not obstructive. great for making quick announcements across platforms such as desktop, or mobile devices, and conducting surveys at any digital point of contact with our store. **What do you dislike about Qualtrics Customer Experience?** because of all of the features, it is less intuitive and required more training to master. we had to attend several weeks of training to become proficient with the software. it was very expensive to implement, and Survey Monkey offers similar tools for our purposes for considerably less money. **Recommendations to others considering Qualtrics Customer Experience:** Examine the price and compare your needs, **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** the quality of Customer service regarding our website and online shopping experience has improved. we've gained a better understanding of customer wants and needs and experiences due to the surveys that we send out after transactions and general interactions. ### 42. Great platform for customer needs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** March 11, 2020 **What do you like best about Qualtrics Customer Experience?** I like how integrated the product is with helping the user figure out what needs the customer has. **What do you dislike about Qualtrics Customer Experience?** Nothing. I think the platform is great. I would have liked to see the roadmap for the direction the product was taking though. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** I did not realize how out of touch we were with our customers prior to using the service. ### 43. Building a BX Foundation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** September 03, 2019 **What do you like best about Qualtrics Customer Experience?** The customer service team at Qualtrics helped to craft, launch and set up the dashboard reporting for our first brand tracker at Affordable Care. They engaged in survey design back and forth and worked through the strategy, recruiting and segmentation design to achieve our respondent goals. Overall, I'm happy with the level of engagement and responsiveness of the team. **What do you dislike about Qualtrics Customer Experience?** The experience has been positive so far. The primary challenge was learning how to use the dashboard and specifically create custom views. That took a couple of sessions and back and forth via email to get to a good state. Some additional training or self-guided resources would be useful. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Our organization had not consistently tracked brand experience metrics. So we were looking to build a brand tracker that would deliver brand health and equity metrics to establish benchmarks and trends over time. Through our brand tracker we were also able to gain insights on our positioning, strengths, and opportunities within the category as well as our advertising responsiveness and awareness. ### 44. Terrible Customer Experience **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** The capabilities of the platform looked amazing from the demo. Until our seller left the company, passed us to a 3rd party for implementation who took more than 3 months, didn't finish, never got it to what our sales rep told us we would get, then told us we're on our own and we're $200 a year from getting an account manager. We asked if we could pay for the $200 to get an AM and we were told a firm no! For a CX company, YOU HAVE NOTHING TO TEACH from my perspective. Look internal first. **What do you dislike about Qualtrics Customer Experience?** I dislike the lack of response to our repeated attempts for help. We did not just say this was a bad experience and walk away. We repeatedly asked for support and have yet to receive it in an adequate fashion. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** None yet. We are a paying customer without a proper setup STILL.... This was a Q4 '18 initiative. We signed before the EOY '18 and still do not have this working the way we need it designed. ### 45. Qualtrics unlocks the power of my Employee Experience data! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Medical Devices | Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** Very sleek and visually pleasing admin user site and the ability to create many different types of widgets on a dashboard that you can use to represent your data/results to stakeholders without overwhelming them with spreadsheets filled with text. **What do you dislike about Qualtrics Customer Experience?** The amount of training it took to bring me (a tech savvy computer user) up to a point where I can create and deploy a survey, then build a usable dashboard to represent the data was VERY long. There is quite a bit of complexity 'behind the scenes' when getting a survey created and deployed. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Our quarterly pulse surveys deployed to our Employees have gone through a complete metamorphosis! They were tired, stagnant and difficult to get a good response rate from our population. Now that we are using Qualtrics, we're able to send the surveys (with the same questions!) with a new slick look and feel. Employees can respond quickly on their smart phones, and the dashboards have become a very helpful data mine for us! The ability to pinpoint where problem areas lie within our company affords us the opportunity to direct resources and training in exactly the right place in order to make a positive impact! ### 46. Best Survey Platform on the market **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** Hands down the best part of using Qualtrics for survey management is the automation aspects of it. Both getting the survey out to customers, and then exporting the results of the surveys into a data analytics tool such as Tableau or your CRM is without peer in the industry. Being able to customize and automatically export survey results immediately is something other platforms are simply unable to do. Additionally Qualtrics has one of the cleanest and most user friendly survey building tools for a user. There is no need for advanced CSS coding or development work to generate a survey that looks and feels professional and is branded to your company. **What do you dislike about Qualtrics Customer Experience?** One of the bigger drawbacks of using Qualtrics for the delivery of surveys is their IP is blocked by a number of email clients, meaning surveys end up in Spam folders instead of in front of the intended audience. It's incredibly easy to get around this by using your own survey tool, but it would be nice if it could be managed within the Qualtrics client. **Recommendations to others considering Qualtrics Customer Experience:** Do it! it's an incredible product! **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Primarily, we use surveys out of Qualtrics for transactional surveys at the end of various types of engagements between the customer and our company. This includes TechSupport tickets, Account Manager quarterly reviews, Professional Services Engagements, etc. We also leverage Qualtrics to facilitate account temperature and CES surveys on a yearly basis. The integration with our Marketo platform makes this seamless and incredibly easy to do. ### 47. Great customer service but there are things that could use improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** I like how quickly the team works. My questions are answered within reason. I work in a fast pace environment so their quick response back is appreciated. **What do you dislike about Qualtrics Customer Experience?** I feel like from a reporting prospective the team should all be knowledgeable of how reporting works. From a set up stand point, the team should take the time to review the survey with the client to a successful execution. **Recommendations to others considering Qualtrics Customer Experience:** None at the moment **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Not having the right report needed to read the test. The team is more than likely to help with what I need however having to send multiple emails to get the right report can be difficult when working with a tight deadline. ### 48. Powerful tool - if you need it **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** I appreciate all of the logic options that allow me to skip a particular block of questions if they don't apply. I appreciate that I can pre-fill survey questions with data from Salesforce, or write data back to SF (although I haven't been able to get that working) **What do you dislike about Qualtrics Customer Experience?** This is a very powerful tool, but it comes with a lot of overhead that I really don't take advantage of. It is difficult to just send out a survey. It's messy trying to manage recipients. It's tedious creating even simple survey questions. I often say using Qualtrics feels like using a hammer to kill an ant. **Recommendations to others considering Qualtrics Customer Experience:** Very powerful tool but you need to understand how to design the right questions to get the most out of the reporting options. Not great for simple survey needs - but fantastic for complex surveys and reporting. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Our team at Qualtrics CS team is SUPER responsive, and always helpful. But I have struggled to resolve issues - follow up is not great (on my part as well). Qualtrics support has been less helpful and terrible about follow up. ### 49. Capable platform marred by their implementation partner / approach **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** The platform is highly customizable in almost every aspect (front-end of the surveys, survey logic, text analytics etc.). It helped us implement our voice of customer strategy almost exactly as we wanted it to. **What do you dislike about Qualtrics Customer Experience?** Almost too customizable in some respects. The editor for creatives is basically a blank canvas where you can apply shapes and images. I'd expected something a bit more limited (in a good way) that restricted the user's ability to something that would be considered good design. Also, their implementation partner did not seem to have a clue about the platform. Technical questions we asked had to get relayed back to Qualtrics support for answers, which made us question their purpose. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We wanted to get more in-the-moment feedback, and Qualtrics' site feedback option helped us do exactly that. We are yet to launch our program, but expect to get a better understanding of themes from our customers' experience on the website. ### 50. Efficient CX Management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Mechanical or Industrial Engineering | Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** The dashboard is very versatile, configurable and fast to load. I can manage insights, hot alerts, data requests and text analytics from a single dashboard with a great deal of efficiency. **What do you dislike about Qualtrics Customer Experience?** There are some challenges with exporting some data in languages which use non-letter characters (i.e. Chinese). While this is not a Qualtrics issue (I am told it is Microsoft) and there is a manual workaround it is an additional step I would prefer to skip. Also, in the ticket management dashboard the average close status is only measured in minutes. This is appropriate for call center tickets but in a B2B space where tickets are handled by professional Account Managers it should be in Days. **Recommendations to others considering Qualtrics Customer Experience:** Use the mobile features for ticket management if you have people who spend a significant amount of time in the field. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Managing results, insights, tickets, text analytics, data exports, integration into Salesforce in a single tool. ## Qualtrics Customer Experience Discussions - [What is a customer experience platform?](https://www.g2.com/discussions/what-is-a-customer-experience-platform) - 1 comment, 1 upvote - [What is the best way to learn Java scripts and build custom dashboards?](https://www.g2.com/discussions/52114-what-is-the-best-way-to-learn-java-scripts-and-build-custom-dashboards) - 1 comment, 1 upvote - [How do other school districts use the platform? We are always looking for ways to improve our use.](https://www.g2.com/discussions/15011-how-do-other-school-districts-use-the-platform-we-are-always-looking-for-ways-to-improve-our-use) - 3 comments, 1 upvote - [What does qualtrics software do?](https://www.g2.com/discussions/what-does-qualtrics-software-do) - 1 comment - [Is qualtrics a CRM?](https://www.g2.com/discussions/is-qualtrics-a-crm) - 1 comment - [View Qualtrics Customer Experience pricing details and edition comparison](https://www.g2.com/products/qualtrics-customer-experience/reviews?page=7§ion=pricing&secure%5Bexpires_at%5D=2026-07-23+02%3A50%3A38+-0500&secure%5Bsession_id%5D=b583cca1-e517-4cf1-8dfe-dd50ec19dfb3&secure%5Btoken%5D=29f3b1899e77b8c252c1e0b76cc8ad956c0f487e6fff6b0a0eecf0ea5d5d5ce6&format=llm_user) ## Qualtrics Customer Experience Integrations - [Forsta](https://www.g2.com/products/forsta/reviews) - [Microsoft Power Automate](https://www.g2.com/products/microsoft-power-automate/reviews) - [Salesforce B2B Commerce](https://www.g2.com/products/salesforce-b2b-commerce/reviews) ## Qualtrics Customer Experience Features **Social Analytics** - Competitor Analysis - Follower Analysis - Post Performance - Paid Campaign Tracking - Attribution - Hashtag Analytics - Sentiment Analysis **Quality Assurance** - Evaluation - Calibration - Reports **Analytics** - Net Promoter Score (NPS) - Customer Satisfaction (CSAT) Score - Customer Effort Score (CES) - Gamification **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Monitoring & Listening** - Social Measurement - Influencer Identification - Brand Monitoring - Keyword Tracking - Trend Analysis - Competitor Analysis **Platform** - Health Score - Customer Profiles - Notifications **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - SAP Store** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Genesys AppFoundry Marketplace** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Social Media Listening Tools** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance - Decision Making **Reports & Dashboards** - Report Customizability - Report Exporting - Scalability - White Label **Process** - Mentions - Tickets - Macros **Engagement** - Feedback - Dashboards - Training **Customization** - Stakeholder Management - Multilanguage Support - Multiple Branding Support - Vertical-specific Solutions **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Data Management & Analysis** - Sentiment Analysis - Social Reporting - Alerts and Notifications - Advanced Data Filtering **Predictions** - Service Quality Assurance - Analytics - Artificial Intelligence - Sentiment - Retention **Channels** - Email - Social - Text **Performance** - Integrations - Compliance **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Social Media Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance - Decision Making **Insight** - Surveys - Reporting - Visitor Activity **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance ## Top Qualtrics Customer Experience Alternatives - [Reputation](https://www.g2.com/products/reputation/reviews) - 4.5/5.0 (2,405 reviews) - [Birdeye](https://www.g2.com/products/birdeye/reviews) - 4.7/5.0 (4,038 reviews) - [AskNicely](https://www.g2.com/products/asknicely/reviews) - 4.7/5.0 (1,029 reviews)