--- title: "XM for Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is XM for Customer Experience the right Customer Experience solution for you? Explore 255 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/152924/Customer-Frontlines/reviews/" page_type: "reviews" language: "en" --- XM for Customer Experience 4.6 (255) [View alternatives](https://www.capterra.com/p/152924/Customer-Frontlines/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated August 26th, 2026 # Reviews of XM for Customer Experience Ease of use 4.4 Customer Service 4.6 ## Pros and Cons in Reviews MA Mike A SalesTelecommunications, 201 - 500 employeesUsed the software for: 1-2 years. “Very helpful for gathering opinions and reviews of internal processes and company updates.“ October 1, 2025 RC Ryan C Analytics ManagerReal Estate, 51 - 200 employeesUsed the software for: 1-2 years. “Could be costly and set up is tedious with a lot of customizations required, but i guess with more power comes more responsibility“ October 29, 2025 NK Nadia K ResearcherHospital & Health Care, Self-employedUsed the software for: More than 2 years. “I have created a lot of surveys and I love the ease with which you could create and disperse the surveys.“ March 17, 2025 WS Weronika S Junior Project ManagerComputer Software, 51 - 200 employeesUsed the software for: More than 2 years. “It's not the easiest to use and sometimes the screens take a long time to load, sometimes also filters don't work as they should“ September 29, 2022 MA Mike A SalesTelecommunications, 201 - 500 employeesUsed the software for: 1-2 years. “Easy to use. “ October 1, 2025 CP Christian P web communication specialistHigher Education, 10,001+ employeesUsed the software for: I used a free trial. “Sometimes hard to diagnose problems other users might be having with the program“ December 8, 2022 Humaira J Analyst - Survey ProgrammerMarket Research, 201 - 500 employeesUsed the software for: More than 2 years. “The support section covers every feature so even if we are stuck we can get help from support.“ September 6, 2024 Andrea L Process EngineerTelecommunications, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “It also happens to me with metrics, although the formula editor is a bit cumbersome, and the text analysis, although it seems advanced to me, I think that some filter levels are missing due to feelings of themes and general feelings, to make the revisions that a Sometimes the algorithm may fail.“ September 12, 2020 ## Showing most helpful reviews Showing 1-25 of 255 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Andrea L. Process Engineer Telecommunications Used the software for: 1-2 years ### "Friendly, complete and functional" September 12, 2020 4.0 It is a powerful software, intuitive in many aspects, the surveys have a level of customization of flows, jumps, embedded data that I think is great and super necessary to customize the studies according to your audience. It has allowed me to organize my work as an Customer Voice Analyst and make contact with my clients more personalized and accurate, in addition to facilitating the work of analyzing responses and obtaining good conclusions, numerically and graphically. It is definitely an enhancer with all its functionalities and that is why I hope you continue to develop some requests that are very necessary to continue exploiting the potential of this tool. Pros It is so specific for digital contact with clients in many forms, RRSS, email, SMS, QR, and both personalized and anonymous links. It is very versatile and that allows you to develop different plans to reach the contacts. I am also surprised by the functionalities for text analysis, it really reduces the difficulty of processing open answers without strictly doing one by one review, it is intuitive although the accuracy must be fine-tuned. Cons Although I like and it is super useful its reports and dashboards, I would like to have more customization capacity, file formats to export results, and graphics or visualizations in reports and dashboards. It is very limited and generally difficult to distribute CSVs without first having to manually "clean" them. I would like to have a more standard excel format. It also happens to me with metrics, although the formula editor is a bit cumbersome, and the text analysis, although it seems advanced to me, I think that some filter levels are missing due to feelings of themes and general feelings, to make the revisions that a Sometimes the algorithm may fail. Review Source Bryce H. Assistant Director for Institutional Assessment Education Management Used the software for: 6-12 months ### "Great Product, Great People" August 3, 2018 5.0 As a higher education professional, we have to process students accurately and efficiently, and qualtrics has helped us creatively do this on a number of levels. We also gather and report out on student satisfaction concerns, as well as marketing and needs analyses. The system is extremely versatile, so there are countless applications that can help guide the work we do in higher educational settings. This is a premium product that requires a premium investment from your organization; however, once you've made this investment, you'll find that they have thought of almost everything from an end-user perspective, and have made a very friendly yet robust product, a difficult balance to strike in a competitive industry. Pros Customer Service turns out to be a huge part of any user experience, but as a Brand Administrator, I was always getting requests from people in my organization about Qualtrics. I always found them to be readily available and willing to field whatever crazy request I was asking about. There are several high-quality survey and analytics tools on the market, but Qualtrics has really set itself apart by investing heavily into it's customer experience resources (physical, digital, and human) to round out a solid overall experience. Cons As an social science research scientist, I found that there are a few "hard coded" defaults in the system that do not really align with common research practice. There are not a ton, but one is the coded values of Likert-type items; because the default setting is Very Satisfied = 1 and Very Disatisfied = 7, I have to customize all of my subsequent items in my surveys to ensure that my averages or "TOP TWO" results meet what I expect. This is not a serious matter in the end because I'm aware of it, but I got burned by this a few times in the past and it cost me a good bit of time. Review Source VR Verified Reviewer Head Waitress Used the software for: Less than 6 months ### "Overall good product - Amazing customer support team, helps out fast and very efficient! " May 20, 2018 3.0 Pros Qualtrics offers a broad variety to create an attractive survey with many different question types. Also, the data analysis and report functions are easy to use and have a great functionality. The customer support team is simply amazing! Helpful, fast, friendly and efficient. They even contact you via email if the problem could not be solved immediately (of course only if one agrees with being contacted). Cons The possibilities to export and translate the survey should be improved. Also, the design techniques (look & feel) could be created easier to use and more options would be nice. Review Source Humaira J. Analyst - Survey Programmer Market Research Used the software for: 2+ years ### "Reliable and powerful tool" September 6, 2024 4.0 The overall experience is very good. The support section covers every feature so even if we are stuck we can get help from support. Pros It is very user friendly tool. The drag and features saves a lot if time and minimizes the coding effirt Cons The data and analysis section needs to be improved. The costing is little high. Review Source Kenneth H. Senior Survey Programmer Research Used the software for: 2+ years ### "Good for low-medium complexity surveys" April 13, 2022 4.0 Overall it's been a very good experience. Easy to pick up and doesn't take very long to master it. Pros It's very easy to learn and master. There is good online help available and a lot of user groups. Cons I wish it was more customizable. I feel "stuck" in many ways having to use it in a certain way. Switched from [Voxco Online](https://www.capterra.com/p/98491/Voxco-Online/) Client's request. Review Source GF Geoffrey F. Associate Director Education Management Used the software for: 6-12 months ### ""Flexible" and "Adaptable" Platform = Emperor's New Clothes" February 12, 2020 1.0 They sold their platform well. The templates and widgets were impressive. The problem: what they called "flexible" and "adaptable" really meant that I had to build everything on my own dashboard ... and these aren't exactly intuitive platforms for the non-expert. I eventually figured out that I was left naked like the emperor--sold an empty idea without substance. And then there's the overall customer service experience--quick to invoice but slow to setup and support. My problems began more than six months ago. I asked to terminate my contract, so they've disabled my account, but they still haven't issued a refund. Pros Some of the dashboard tools are impressive. Cons This platform is not useful for small- and mid-size businesses, or those using it for unique program solutions. If you hear words like "flexible" and "adaptable" in what they're describing, RUN! They're dashboard is really impressive, but what they don't tell you is that if you aren't using for a standard, pre-set application, then you'll have to build it yourself--and it is by no means intuitive. My small team sat through hours of training before learning that we had to build our own dashboard. Alternatives considered [Google Forms](https://www.capterra.com/p/176571/Google-Forms/)[Formstack Forms](https://www.capterra.com/p/118892/Formstack/) Reason for choosing XM for Customer Experience Ability to provide high-end, advanced evaluation of complex data. Review Source Kristen D. Graduate Assistant Higher Education Used the software for: 6-12 months ### "Qualtrics support has always been helpful when I have a question about their software!" March 13, 2018 5.0 I'm using this software to do a thesis project, and it has allowed me to do everything I need in a way that is simple and intuitive and that I can mostly do myself with no assistance. Pros The best part is the "survey flow" feature. It has allowed me to do everything I need to do for my projects, like assign different questions to certain conditions, and it is laid out in such a way that I can see how everything should work in a way that makes sense. Cons Some of the features could stand to be more customizable. For example, I wanted to send my participants an e-mail to do a second survey 2 days after they had completed the first survey, but there is no option for 2 days and you cannot input a custom amount of time. So, I've had to manually send e-mails each time, which has become cumbersome. Review Source Matthew B. Technology Business Management Consultant - Technology Finance Insurance Used the software for: 2+ years ### "Great Survey Software" January 9, 2019 5.0 Overall qualtrics has been my go to survey tool to capture data from my stakeholders. This is a well-thought out to that helps me capture the data I need to be more effective as a consultant. Pros Qualtrics provides a unique level of flex-ability and design features when it comes to creating a survey. Additionally really like how easy it is to dump the data results into a variety of other programs from additional analysis / validation. This is my go to software when I need to capture a wide range of data from my stakeholders. Cons When it comes to customizing the aesthetics of a survey, it is a little bit cumbersome. The UI as it relates to customization, could use some moderate tweaking. Review Source Rehma M. Program Specialist for the Customer Success Organization Computer Software Used the software for: 1-2 years ### "A great product" October 5, 2018 4.0 Pros Qualtrics makes it easy to collect data and then use that data in dashboards to visually represent the responses. It's an easy to use software with many options of customization and flexibility. Support is always responsive and helpful. Cons There are small things here and there that I wish would change, but those are more on the interface side of things, and not the technical side. Review Source Lisa H. Senior Poetry Editor Education Management Used the software for: 1-2 years ### "A Survey Suite for Evaluating User/Customer Experience" May 4, 2019 4.0 Qualtrics has been a helpful tool for conducting surveys across large cohorts of students for our university. As our need to produce data increases, I'm not sure Qualtrics alone will be able to serve our needs, but for creating surveys, it has been great. Pros Qualtrics is an easy-to-use survey software. Based on your company or institutional needs, you can design surveys to gather information on users/students/customers. You can customize questions, and more importantly, you can customize multiple trails within the survey so survey takers can continue down the correct line of questioning. Cons Qualtrics is not the most aesthetically clear software out there. It takes multiple trials to make sure that the questions appear in the correct order. Our team always had to try out the surveys a few times before feeling comfortable sending out the information to our student body. In the version we used, the software also stopped at the survey level, so any data analytics we wanted from each survey, we had to use other programs to create those complex materials and means of organizing the information gathered. Review Source NK Nadia K. Researcher Hospital & Health Care Used the software for: 2+ years ### "Good Product " March 17, 2025 5.0 I have created a lot of surveys and I love the ease with which you could create and disperse the surveys. I also love that you can see progress and even download the data from surveys in ways that make it easier for you to analyze them with other applications Pros The easy with which you can create surveys and dispatch them Cons I wish there was a tutorial to walk you through the product when you first sign in. I had to figure out stuff for myself and sometimes through others Review Source DD Daniel D. CRM Specialist Used the software for: 1-2 years ### "Qualtrics has potential to be one of the best survey platforms, but we encounter bugs often." August 9, 2017 4.0 Pros Qualtrics's ability to support embedded data and merge fields within email invitations. Large variety of question types and branching logic. We can use embedded data to remember how a contact responded to a previous survey and help with sample selection to drive valuable market insights. The data visualizations through Vocalize dashboards. We were able to set up NPS dashboards for each department in our Sales and Service team. We also have tabs for each Salesperson. Ticket management helps with documentation of actions performed on survey respondents that responded negatively. Assigning them to a team was easy and intuitive. Cons The Qualtrics Sales team was not transparent and reluctant to share our individual SLA when I was a new member of the team. I spotted inconsistencies in our quote such as response count and module access (Marketo and Tableau). Our response count was set to 5000 when our quote was for 6500. They fixed that when I pointed it out. Marketo was enabled when in their documentation it is described as an add-on feature. They disabled it to their benefit when I pointed it out. Tableau was disabled when in our Brand Administrator User Type permissions it is checked green for Enabled, but we do not have access to it according to our Sales account representative. Since Qualtrics works by quote and not by packaged licenses, it is difficult to pinpoint which individual modules we have access to. It is by the Qualtrics Sales team's discretion. For a large portion of our license, SMS was a feature that was not accessible due to technical issues between Twilio and Qualtrics. It was fixed a couple months before our license expired. They did not describe what went wrong and presented the solution in a black box. Qualtrics does not support printing individual tickets. Ticket exports do not include Comments made by our team. The reply feature within a ticket does not actually send out emails. Vocalize dashboard email exports are inconsistent (about 50/60 successfully sent out each week). The other dashboards encounter errors when attempting to manually download. Review Source EL Eduardo L. Administrator Education Management Used the software for: 6-12 months ### "Qualtrics CustomerXM for varied uses" May 17, 2022 4.0 Overall the buying the Qualtrics CustomerXM software greatly improved management in our office and made it easier to direct complaints and/or compliments directly to those who can solve them. It is also very interesting to see the meta data in real time. Pros \- Ease of Use - Slick and simple interface, making it easy for anyone to use the software - Real time answers from surveys Cons \- Relatively High cost of implementation - System-wide glitches are not uncommon - Some surveys don't come directly through to you. - Minor bugs that affects usability (frozen pages, but this is rare). Review Source VR Verified Reviewer Assistant Dean Education Management Used the software for: 2+ years ### "Qualtrics product review " August 27, 2019 5.0 My organization is focused on higher education and we work with thousands of students. We use Qualtrics to conduct all types of surveys, including teaching assessments, course evaluations, evaluations of faculty (students' comments), as well as surveys about student experience. Qualtrics allows us to design surveys that allow us to capture data in the most effective way, the surveys look professional, and data collection and data analysis is done easily and can be easily shared with colleagues in other departments. Pros Our organization has been using Qualtrics for more than 10 years now. We use it while working with students, creating all types of surveys and conducting research projects. The best features include: 1) ability to copy the previous surveys which becomes very helpful and important when you work with complex surveys; 2) logic of the survey and ability to use the masked answer choices. This option is extremely helpful while working with the matrix-type questions, allowing you to modify and present the answer choices based on the answers to the previous questions. 3) The way we can view and download the data. Excellent options to see data from different perspectives, and use it in the reports. Cons We found that depending on each individual's (staff) knowledge and experience, some people found it a little bit intimidating. My suggestion would be to make sure you have at least one person who is very experience (or well trained) in this product, who can then provide training and support to others. Review Source VR Verified Reviewer Enterprise Customer Experience NPS (Net Promoter Score) Lead Telecommunications Used the software for: 2+ years ### "Highly flexible and adaptable platform, backed by strong support" July 22, 2018 5.0 \- Solid support - Flexible and adaptable - Strong integration with CRM (Salesforce) Pros \- We get very quick responses and solid support from the Qualtrics team - The platform is quite flexible and adaptable to our needs - We have a lot of control over much of the platform, which enables us to respond quickly when required - It integrates extremely well with our CRM (Salesforce) Cons Some expected features isn't available (yet) e.g. ability to use customised "from" field for emails but I can imagine more featuresets will be added as Qualtrics continue to grow Review Source VR Verified Reviewer Graduate Research Associate Higher Education Used the software for: 2+ years ### "Student Researcher Feels Supported" February 11, 2019 5.0 Pros Qualtrics has a nice interface and many different features that I do not realize I need or want until I need or want them. For example, Qualtrics has the simple ability to link surveys through strings, can help eliminate ineligible people from the survey and has various formats for export data. The questionnaire library is extremely helpful for me to find questions I created that I want to use repeatedly or common questions like sociodemographics. The various question types give me the flexibility to try different displays. Cons I am limited in some design elements. This may be partially due to my university's branding. I have not figured out how to control formatting from a master control so sometimes correcting different fonts and font sizes can be painstaking. Review Source VR Verified Reviewer Consumer Insights Coordinator Consumer Goods Used the software for: 2+ years ### "Easy and seamless" March 27, 2018 5.0 It makes surveys building and fielding super simple. The reports section is very helpful as well. Allowing you to cut by a all variables. Pros The user interface is super simple. It is user friendly for newbies-pros. The automatic filling helps with time too Cons When you have been on a survey for a while, the program time you out without option to continue. It logs you out and you have to start all over. Review Source VR Verified Reviewer Risk Consultant Accounting Used the software for: 1-2 years ### "Excellent" May 23, 2018 5.0 Easier to make surveys. Pros \- Friendly to use. - I can use a previous survey as a template for a new one. - I can send massive-email surveys from Qualtrics and when the recipient wants to reply, he can do it directly to my email Cons \- I can't find a way to get notifications to my email when a survey is completed. - I cant' put the "back" button if the person taking the survey wants to go back to a question in a previous page. Review Source AJ Anna J. Researcher V Research Used the software for: 1-2 years ### "Great Research Tool" April 21, 2020 4.0 We are collecting large amounts of data that we no longer have to enter by hand. It has saved us hundreds of manpower hours. Pros Easy to deliver surveys to research participants. Best part is tat data is automatically recorded for you so the need for any data entry by hand, virtually eliminating the chance of human error. Cons Setting up surveys/questionnaires on the admin side still leaves a bit to be desired. I have worked in research for 10+ years and often find it difficult to get the interface to do exactly what I want. Particularly, it is impossible to upload a Word document and have it publish a survey you have already written. It seems like that should be such an easy feature to provide. Reason for choosing XM for Customer Experience Recommended by my IT department. Review Source ST Sarah T. HR Analyst Civil Engineering Used the software for: 1-2 years ### "Qualtrics has been awesome since implementation with their continued stellar customer service." November 17, 2017 5.0 Pros The platform is beautifully organized. The surveys themselves are customizable and look great on a PC or a mobile phone (the mobile capability is a definite plus!). Importing and exporting data is easy, scheduling messages and reminders is a streamlined process, and the dashboards, although sometimes tricky to master, can show data in a variety of ways. Also, their customer service is far & away the best of any software program I've used! Cons There are only a couple things I can think of. The inability to copy dashboards is a huge setback when you have to come up with a few different dashboards for different roles but you want them all to have the same setup and historical data connected. The favorability scales could be expanded to include more Likert Scale options rather than just having Favorable, Neutral, and Unfavorable. Review Source VR Verified Reviewer Research Assistant Professor/UT Title IV-E Programs Coordinator Research Used the software for: 2+ years ### "Best Tech Support Experience I've Ever Had" August 20, 2018 5.0 The support technician was very patient and clearly articulated steps to resolve my concern even though I could not clearly state what I was trying to do. The tech helped brainstorm solutions, tested it out for me, and provided additional considerations that I did not ask about so my decisions would be as informed as possible. Best tech support experience I've ever had and I used to work at an inbound tech support center for another company! Pros The software is very user friendly and intuitive. Cons A couple features were not available at the question level, just the block level. Review Source JK Jagdish K. professor Education Management Used the software for: 2+ years ### "Qualtrics: Always Helping People" July 1, 2022 5.0 I couldnt do my research without this software! Pros Easy to use, many options for collecting surveys, and cost efficient Cons Needs expensive license for individual use, but has a free option that is limited. Review Source TP Tito P. Enterprise Systems Coordinator Education Management Used the software for: 2+ years ### "Easy to Deploy, Great Data Gathering tool" October 6, 2020 5.0 Our organization has been better able to gather necessary data from our patrons which has allowed for more informed decisions making on many aspects of the school district over the past few years. Pros Our organization enjoys the amount of visual data this software provides for us. We are easily able to deploy data gathering tools, like surveys, and get a quick real time overall view of the data. It is also easily broken down. Cons I think the price point is a little high for the value we get out of it. The software itself is easy to use to no real complaints other than the price. Review Source VR Verified Reviewer Engineer Medical Devices Used the software for: 1-2 years ### "Great customer support makes a great product" October 1, 2018 5.0 Great product for internal work surveys, with good analysis options. Ultimately, it is one of the best software of its kind on the market. Pros Customer support is essential, especially when we just began using this software and encountered issues that we needed explained to us. Thankfully, the customer support was quick and responsive, which helped us out a lot. The software makes is extremely easy to collect and share data with those who need it. The organization especially stands out, as it is fairly user friendly (from what I have seen in comparison). Cons There are a few features that I have seen on similar software that could be beneficial, and definitely should be added. They are not make or break features, but it would be really helpful if they were added. I have experienced some glitches as well, but they were not too bad. Review Source EW Erica W. Researcher Research Used the software for: 2+ years ### "Qualtrics Quandaries" August 13, 2018 4.0 Okay for simple technical questions. Really overly aggressive with sales. Also I don't want to be contacted if I watch a webinar. Basically, now I will never watch one of your webinars or tutorials again, unless I'm desperate, because I really don't want to deal with the phone follow up Pros Looks professional and it is the academic standard Cons Sometimes glitchy or not sensitive enough to really do what I want with piping/skip logic. Some things had to be fixed at the tech level, which means as a user I don't learn how to fix it if it happens again or why it occurred or whether it is or isn't something that I as a user can fix. This means I have to spend a lot of time testing & troubleshooting surveys to be sure it doesn't/won't glitch Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.