# XM for Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra > 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: https://www.capterra.com/p/152924/Customer-Frontlines/reviews/ --- 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 July 21st, 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 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 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 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 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 MA Mike A SalesTelecommunications, 201 - 500 employeesUsed the software for: 1-2 years. “Easy to use. “ October 1, 2025 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 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 MA Mike A. Sales Telecommunications Used the software for: 1-2 years ### "Qualtrics Review " October 1, 2025 5.0 Pros Its a great platform. Easy to use. Very helpful for gathering opinions and reviews of internal processes and company updates. 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 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 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 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 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 HA Henri A. Analytics Market Manager Information Technology and Services Used the software for: 2+ years ### "Frontlines a must for effective customer experience tracking" April 2, 2024 4.0 Our focus is on tracking the experience of customers with Consultants delegated to take part in their internal IT projects. Every 6 month, the customer is sollicited to evaluate the Consultant on 4 areas : expertise, process, communication and engagement. He provides comments to substantiate their rating and make educated recommendations on improvement actions. A dashboard allows management to review the performance of individual Consultants per mission, account or profile. The NPS score is a key element to assess the image of the Company in the market. Pros Completeness of the plateform and fast learning curve to master essential functionalities. Cons Lack of obvious widgets in the Dashboarding module which forces to resort to third party visual analytics poducts. Reason for choosing XM for Customer Experience The other option proved to long to implement and difficult to maintain. The Customer Frontlines plateform provided a much quicker time-to-market with and out of the box solution with limited custization. Review Source RM Roberto M. Marketing Director Food & Beverages Used the software for: 1-2 years ### "Customer Frontlines helps Understand your Customer Better" May 6, 2024 5.0 For start, it is easy to use, second, helps to understand customer experience with our staff and we know where to improve on and what to offer to our customers, and lastly, the performance metrics helps our firm understand how our clients rate us according to the service that received from us. Pros The fact that it is customizable makes me like it even more since we tailor it to meet our clients needs Cons Nothing against this tool, it has really helped us improve on how we handle our customers Review Source VR Verified Reviewer Destination Resources Consultant Translation and Localization Used the software for: 2+ years ### "Great system to use to build customer retention " October 29, 2022 4.0 Pros I really like how I was able to listen to calls in real time and assist my agents. Cons I do wish that there was a stronger alert system to let agents now that there stats are falling. Review Source VR Verified Reviewer Specialist, Part-Time, Institutional Research Higher Education Used the software for: 2+ years ### "I've been using Qualtrics at work for several years & couldn't be happier with it. " May 4, 2018 5.0 Pros It's intuitive & customer support is EXCELLENT. I recently had a problem involving student survey recipients getting an error message when trying to complete a survey. Basically, if a student was repeating a course, he/she was getting an error message that they had already completed the survey (the previous semester) & therefore couldn't do it again. I checked the Support database, couldn't find an answer, then contacted Support directly. Their response was fast & solved the problem. I fixed the issue in several surveys where students were experiencing that problem, & now I can tell faculty members that it's no longer an issue. Cons I didn't like the new interface at first, but now I like it better than the old one. "Panel" was changed to "Contacts," which is much more intuitive, and the "Share Survey" icon was changed to the one that looks like a "V" on its side, like in my smart phone. Aligning these simple things in Qualtrics with the technology I use everyday on my mobile device makes Qualtrics much easier to use. I think it also makes it easier for faculty members whose surveys I work on because they don't use Qualtrics as often as I do, but they have to collaborate with me & check response rates to make sure their students are complying with the survey policy. Review Source VR Verified Reviewer Sales Support Computer Software Used the software for: 2+ years ### "very intuitive tool for building surveys " April 15, 2022 5.0 I'm a superfan - I love working with their survey tool and dashboards. Also whenenver I need help, I contact their support - the Utah team is always super helpful and friendly. I have heard the Europe support team isn't as friendly ... I think that might be a cultural thing when it comes to customer service. Pros Very intuitive and easy to build surveys - also huge fan of their dashboard. I have most fun building my dashboard so I can track results - and then take screenshots of the graphs to put in my presentations. They always continue to improve their user features too. Cons I honestly have no complaints - they are always evolving their product to be more user-friendly with useful features. Reason for choosing XM for Customer Experience Price and product. Review Source VR Verified Reviewer Principle Investigator for Independent Research Higher Education Used the software for: 1-2 years ### "Something to definitely write home about!" October 26, 2018 5.0 One of the BEST parts of my Qualtrics experience has been with it's customer service helpers. I have never before had people with so much patience, kindness, or knowledge be able to walk me through how to use a system before. I have never had to wait to speak to a representative and have never had an experience anything less than ideal. Pros I love this software because of the ease of use, the pleasing aesthetic, and the multiple capabilities it has to collect data in so many ways! Cons I would appreciate it if you could time the whole survey so that in situations where only participants who took over 30 minutes receive a credit through an outside program. Review Source RG Richard G. PhD Student Research Used the software for: 2+ years ### "A Thankful PhD Student" September 19, 2018 5.0 Pros I like its intuitiveness; the clever anticipation of what I would most likely want to happen next and the bringing of it to fruition. Here's a simple but elegant example: I want to change a question number but the question is the trigger to a branch chain sequence. If I change the number, will it affect the branch logic which would mean tons more work? Answer: No! The program automatically changes the identification number in the branch chain sequence thereby saving time and effort. Cons Because of the vast number of options available in one's survey development, it takes some time to get used to the software's full functionality. That can be a little off-putting when one is anxious to get on with the project at hand. However, patience opens up a wide variety of tools and choices to enhance one's project...and a bit of experimentation can also reveal interesting and novel techniques to make the presentation look and feel better. Review Source CR Charlie R. Director, Carrier Strategy & Operations Transportation/Trucking/Railroad Used the software for: 1-2 years ### "The most fluid and easy-to-use experience platform available" January 3, 2020 5.0 From the initial tool selection process through contract negotiations, configuration, and ongoing support, Qualtrics has separated themselves from the pack with their extremely high-quality product. I would highly recommend this product to any organization searching for a survey/customer experience tool. Pros With our business, we needed a survey/experience tool that was extremely customizable, yet easy to use for our operational teams. With one or two exceptions, Qualtrics has been able to handle every use case that we've thrown at it with an extremely east to use interface. We have successfully automated 90%+ of our customer-facing operational workflows with this tool. Cons As with any SaaS solution, there were a few periods of intermittent performance. This was, however, immediately recognized and remedied by their top-notch support team. Review Source VR Verified Reviewer Network Administrator/Office 365 Administrator/Video Production/Photography Education Management Used the software for: 2+ years ### "Great survey solution but..." March 19, 2019 4.0 As users for quite a few years Qualtrics as been our go to for post program survey, this being said we been looking for an alternate solution. Pros Lets just say Qualtrics can do basically everything you throw at it. As an Enterprise level solution we used used a was to get feedback and experience insight for our customer/students after each program. Cons Administration requires experience, because there's so much you can do with this application admin user interface is quite intimidating almost requiring us to have a dedicated admin to support it. Review Source VR Verified Reviewer Global Lead, Learning & Organizational Development Consumer Goods Used the software for: Less than 6 months ### "Great Experience Management Platform" April 12, 2020 5.0 Pros My current organization is my first experience working with Qualtrics, and I am an admin who creates/delivers surveys using it. Qualtrics is a great platform allowing you to send enagement surveys, pulse checks, and plenty of turnkey solutions in the areas of Talent Acquisition, Product Testing, General Feedback, etc. Of course creating custom surveys from the ground-up is also an option. You can configure surveys and their questions in every way imaginable. Cons Two gripes: Using datafiles for surveys can be clunky, which can be solved by integrating the platform with your HRIS. In addition, I never understood why some survey types can be distributed in many ways (link, email, QR code, etc.), while other survey types can only be sent using emails. Review Source VR Verified Reviewer Program Coordinator Higher Education Used the software for: 2+ years ### "Almost too many features" May 8, 2020 4.0 Unbelievably powerful data collection tool that I've used for everything from collecting lunch orders to state-wide research. Pros Not only does Qualtrics have basically every feature you could want, it makes sure you are publishing surveys that are accessible for screen readers. Customer support is fantastic, as well. Cons There's almost too many features, it can be overwhelming at first. Also, there needs to be a better way to edit multiple questions at once. Review Source VR Verified Reviewer Executive Director of Operations Market Research Used the software for: 2+ years ### "Overall Feedback" March 19, 2019 4.0 Overall experience is good. Pros This software is easy to use and is user friendly. I like the new features site intercept a lot. Cons There are some loopholes e.g. redirects, global redirects (as it will make it easy for the team to setup vendors), data file formats, creating variables after fielding. Also, when we are removing/filtering the data its very slow in processing. We don't have the option to chose the case ids we want to delete in one go. Review Source JL Jay L. Manager Market Research Used the software for: 2+ years ### "End to End Solution" October 12, 2018 4.0 The real time data. Our client is very satisfied with the dashboard, they can view the results anytime, anywhere and regardless of timezone! Pros You don't need other tools to launch, gather data, do the reports. This software is all in one! Cons some features are not available in Qualtrics like you can make 2 or more sets of weights. Say one set is demographics weights, and another one is for Concept weights Review Source VR Verified Reviewer Analyst Government Administration Used the software for: 2+ years ### "The ultimate survey tool" December 3, 2019 4.0 Overall a great tool for survey development with a very low learning curve. Pros Infinite survey question options, great online support, strong user community, very low learning curve. Cons Somewhat pricey, overall there are some limitations in the types of deployment options, advanced features require some coding experience Review Source CJ Chandrashekar J. Intern Medical Practice Used the software for: 2+ years ### "Amazing software for survey design, deploy and basic analytics" August 7, 2018 4.0 Qualtrics is the best tool for conducting successful email survey campaigns and is better than the available software in the market currently Pros The customer service is amazing as they are quick to respond to any query and are very helpful. The tool is mobile friendly and moreover, the dashboard is user-friendly and intuitive. Lastly, there are a lot of customizable options available for the survey which is great for market research purpose. Cons The product doesn't come free and is priced bit higher than other surveying software. The tool doesn't show accurate tracking of emails checked after a survey has been deployed although the status of the survey is shown whether it has been started or finished. 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.