# 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 March 15th, 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 Ajay P ResearcherResearch, 201 - 500 employeesUsed the software for: More than 2 years. “It is overall easy to use and setup and can do complex work if you need it to.“ June 30, 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 HD Hannah D. Clerical Assistant Education Management Used the software for: 2+ years ### "Qualtrics - the best for surveys!" February 8, 2020 5.0 Qualtrics is, in my opinion, the most capable and flexible software for survey creation. If you have money in the budget, buy this, you will not regret it. Pros Qualtrics can be customized in basically an infinite amount of ways. My institution uses qualtrics for everything from very short to very long surveys, research studies, and more. Also, users can customize it so that it has their businesses logo/color. It can be 100% personalized. Cons I have not found anything I dislike about qualities. It works perfectly for me as both a survey-taker and a creator. Alternatives considered [Google Forms](https://www.capterra.com/p/176571/Google-Forms/)[SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) Reason for choosing XM for Customer Experience Qualtrics has WAY more options you can use to customize the experience. It's so worth the money. 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 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 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 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 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 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 VR Verified Reviewer Associate Management Consulting Used the software for: 2+ years ### "Top-of-the-line product with solid customer support" February 13, 2019 5.0 I have almost always had positive experiences with Support (95% of the time). Typically they are happy to help you figure out the best way to do things and/or triage unforeseen issues. However, those working the Chat function can be slow and/or less knowledgeable (? - or less willing to help) and I have been told to call instead if I want a response in less than 30 minutes. Qualtrics Support also used to provide some help with custom coding, but that is no longer an option, which was a big loss to my team. The few downfalls are usually made-up for by Support, if not other Qualtrics users on their Community boards and/or the extensive how-to documentation Qualtrics makes available on their site. Pros No other survey platform provides as many features and options as Qualtrics! You can easily program many different question structures, customize the look and feel, set the survey flow to optimize participant experience, create and use embedded data to improve survey logic and/or avoid having to re-join participant characteristics to exported results, set emails to trigger to an individual or contact list upon survey completion, use their library of questions and/or create your own to use in multiple surveys, easily see, edit, and export data/results... there's too much to mention! Cons At times Qualtrics experiences "hiccups" and randomly refreshes, which can result in losing some programming if it has not been saved. The Reports functionality is also slow to load and not as easy to use as the rest of the software - I still choose to export the data and create my own visualizations. Review Source EH Emily H. Market Research Specialist Research Used the software for: 2+ years ### "Qualtrics CustomerXM is a useful and organized platform -- my team and I love it!" April 24, 2022 5.0 My overall experience has been great. It's great for productivity and the customer service is wonderful. Pros I like that it is an organized and detailed platform; it allows us to efficiently gather and analyze data. Cons I can't think of anything that I don't like Review Source Adrian T. Instructional Designer Food & Beverages Used the software for: 1-2 years ### "Favorite Survey Tool" September 26, 2019 5.0 I used Qualtrics primary for smile sheets - quick surveys to get collect feedback from training participants. I found it to be extremely user friendly, and it is now the tool I wish my current employer used. Pros I found Qualtrics to be extremely user friendly. The only "training" my former employer had available for this tool was a link to a 30-minute YouTube video, which I found to be entirely unnecessary. The interface was very straightforward, I appreciated the drag-n-drop functionality for moving questions up/down in order, and copying/reusing entire surveys or questions was a breeze. Cons I felt that the reporting layout, while visually compelling, was a bit clunky though I haven't used the tool lately. The ability to create reports from the data output is, in my opinion, one of the most important parts of any survey tool. I did like that it was relatively easy to get data back out of the system. Also, while Qualtrics provides a nice variety of pre-built survey templates for business, at the time I was a regular user, I needed it for higher education and found the templates to be less relative. The good news is that it makes survey creation so easy that it didn't take long to build my own reusable templates. Review Source JW Jed W. Qualtrics Administrator Insurance Used the software for: 1-2 years ### "Good platform, good support, and lots of features" June 23, 2020 5.0 Pros Their support site is very detailed with easy to read articles, user-submitted Q&A forum, and online basecamp with video tutorials. Very easy to start building a survey and distributing it. The built-in reporting features and dashboards are easy to set up and use. They have a lot of suggestions on best practices to make the surveys most effective. They have several features and partners that you can add on once you start moving beyond the basics. Cons There have been occasions where I'm forced to log in again because it timed out, but I was in the middle of using it. The text analytics needs some training to get the correct sentiment for your specific responses, but the more it learns the more accurate it becomes, just takes a bit of time. Sometimes if I update a group of responses or embedded data it will take a long time to completely refresh. Configuring the data set and embedded data can get tricky sometimes so that it displays correctly on the dashboards. Reason for choosing XM for Customer Experience Overall integration, user experience and reporting capabilities, and the interaction we had with their team members. Review Source VM Virginia M. Social/Clinical Research Specialist Higher Education Used the software for: 1-2 years ### "Interactive dashboards have gotten our consumers excited about data! " December 21, 2017 5.0 This makes it so easy to share data with consumers in a way they can understand and use. There is tremendous flexibility with the software as far as chart types, formatting, and user permissions. Plus, it's fast and easy to learn, especially with online training and customer service available. Pros Qualtrics Vocalize makes it easy for me to share data with exactly the people who need to see it, and interactive filters give them flexibility to view exactly the data they want. There are many different chart types to choose from bar graphs, line graphs, tables, gauge charts, and word clouds, just to name a few of my favorites! I can assign permissions by user attribute or data field to show as much or as little data as necessary. The formatting options also allow me to choose colors and fonts to match my company brand, which is a huge plus. Cons I feel limited when it comes to doing advanced calculations (simple calculations are no problem). There is not a built-in feature to show response rates though sometimes this is possible to do with a calculation. Review Source VR Verified Reviewer Head of Procurement Philanthropy Used the software for: 2+ years ### "Our organisation wide survey tool" December 1, 2023 4.0 Use for both internal and external engagement. Pros Very flexible tool which can be used both internally and externally. Compliant with data retirements of our organisation and legislation. Easy analysis of responses. Lots of pre-sets which help new users define their survey needs. Good value for money tool. Cons Some parts of the tool are a bit clunky for example the survey upload feature, which for the type of surveys we do, doesn't work very well and often rejects. Review Source VR Verified Reviewer Graduate Researcher Research Used the software for: 1-2 years ### "Very useful for surveys, etc." August 19, 2022 5.0 Pros Didn’t have much of a training session before using Qualtrics but it is very easy to pick up on and use. Quick and easy to create and edit surveys. Cons It would be very helpful if there was an undo button instead of having to reload the previous version in the event that you make a mistake. Review Source VR Verified Reviewer Assistant Professor of Food Marketing Higher Education Used the software for: 2+ years ### "Very useful software" August 17, 2018 5.0 They are very helpful and will walk you through the product. Pros Customers appreciate being able to fill out surveys on their mobile devices and their laptop computers. Cons I can't collaborate with colleagues when I write surveys Review Source WL Wc L. Manager, Market Research E-Learning Used the software for: 6-12 months ### "Good program with a learning curve for new users" April 1, 2022 5.0 Pros Qualtrics is fairly intuitive. But for a new user, it could become difficult. Cons Some of the features with text IQ is a little confusing. I would like to learn more and how to use it effectively to gain insight with open end responses. Review Source JS John S. Manager Telecommunications Used the software for: 2+ years ### "Qualtrics tries for quality" June 20, 2024 4.0 It's good, but there are certainly more user friendly tools from the perspective of both your team and your customers. Pros Qualtrics allows your team a secure way to gather NPS data. Cons Qualtrics is a bit over complicated when it comes to managing your surveys. Review Source RH Regina H. Student Higher Education Used the software for: 2+ years ### "Best for social science data scientists!" February 28, 2020 5.0 Overall, I would definitely recommend Qualtrics to any social science data scientist. I have had an overall positive experience with Qualtrics. Although some features are unnecessarily hard to do, I would still recommend the program, especially because the customer support is so easy to contact and are extremely helpful. Pros I am a graduate student in Social Psychology so I use Qualtrics to program almost all of my studies. I find that it's one of the best softwares for creating surveys that I have come across. I like how it has a variety of different types of survey questions available and even other unusual capabilities such as heatmapping. It allows me to not be limited in how I create my studies and has even inspired me to collect other types of data that I would not normally collect because of the availability of the different features. I also have called their customer support system a couple of times and they have always been super helpful and quick to answer my call. Cons I don't like how it is difficult to do seemingly simple things, like moving questions around. I feel like this is a common theme in Qualtrics where they have a lot of great features but then they lack in making simple tasks stay simple. Review Source SC Shannon C. Student Mental Health Care Used the software for: 2+ years ### "Good product to use for collecting data! " June 3, 2021 5.0 Overall really good product to utilize when collecting various kinds of data! Pros What I like most about this software is it is a good product to use if you are collecting data. All of the information can be saved in one location with different methods (e.g., multiple survey's with one link, multiple choice or fill in the blank). It is easy to enter in all the information; however, it can be time consuming since you are building it yourself. Cons What I liked least about this software is it is not as intuitive to find the data to review the information. Additionally, the dates and times don't always match up to when the individual entered the information (this may be due to computers rather than the software). Review Source VR Verified Reviewer CaptionCall Marketing Manager Telecommunications Used the software for: 2+ years ### "Supreme Customer Support" August 17, 2018 5.0 Pros It’s so easy to use and gives me everything I need in a survey tool. I recently had a problem with my template and customer support was able to provide me with a perfectly branded revision with no hand holding from me. I was very impressed! Cons I honestly find it very easy to use and it meets all my needs. I would be fishing for a complaint which I don’t want to do. Review Source SC Stephanie C. Customer Experience Manager Banking Used the software for: 6-12 months ### "Good tool" February 5, 2019 5.0 We use Qualtrics for our Customer Experience program and Employee Experience programs. We are running the NPS measures since several years and are looking at developping our transactional experience program. For our Employee Experience, we run an annual Engagement survey with Qualtrics. Pros \- dashboard capability - data analysis - survey building Cons It's not always intuitive. It's built by Americans for American customers (ex: in Europe we need extra step to manipulate, upload, download CSV due to format differences) Text analysis could be improved (too generic and inaccurate categorisation) Reporting capabilities are limited in comparison to what is possible in dashboarding. Pricing are not alsways scalable when you'd like to share broadly access to dashboards. Frequency rules with SFDC Integration is not straight forward and is particularly difficult to get a clear understanding from support. Review Source VR Verified Reviewer Clinical Laboratory Scientist - Microbiology Hospital & Health Care Used the software for: 1-2 years ### "I have used Qualtrics when answering surveys from different companies as a customer" July 10, 2018 4.0 Pros I like that the surveys are generally short and are offered soon after I use a product or go to a restaurant etc. I think the formatting of the surveys are nice and they are generally easy to navigate. Cons I have not had many negative experiences with this program. The only suggestion I would have is you cannot generally go back to a survey at a later time and all answers must be submitted all at once. It would be nice to be able to save your answers should something come up. Review Source Similar Products Featured ## Related categories [Customer Satisfaction](https://www.capterra.com/customer-satisfaction-software/)[Customer Journey Mapping Tools](https://www.capterra.com/customer-journey-mapping-tools-software/)[Customer Experience](https://www.capterra.com/customer-experience-software/) ## 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.