# Page 5 | XM for Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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/?page=5 --- 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 # Page 5 - Reviews of XM for Customer Experience ## Showing most helpful reviews Showing 101-125 of 255 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MA Micheal A. Warehouse Associate Package/Freight Delivery Used the software for: 6-12 months ### "Qualtrics The Future " September 30, 2022 5.0 My overall experience is great with the platform. Pros The feed back from customers is very valuable. Cons The report statuses could be faster daily. Review Source VR Verified Reviewer Student Health, Wellness and Fitness Used the software for: 1-2 years ### "Gets the job done" April 29, 2019 5.0 Pros Qualtrics made getting my opinion shared easier and convenient. It was quick and user-friendly. Cons Qualtrics gets the job done, but the format did seem very formal. The formats that I have seen wouldn't be ideal for projects outside of the workplace. Review Source TA Twila A. HR Manager Philanthropy Used the software for: 2+ years ### "Qualtrics - Powerful software, worth the learning curvey" December 13, 2018 5.0 I think our respondents have liked the quality of the product and trust it more rather than the free products on the market. Security and confidentiality have been a big concern and our teams have responded well to our Qualtrics surveys. Pros Qualtrics gives users options in setting up the data collected and cutting that data. Although it's more time consuming to learn the ins and outs, it's worth it for the extra functionality. The mobile app has been extremely helpful in generating more responses. Cons I've had a problem in a previous organization of our "anonymous" survey not being completely anonymous. It is easy to control, but you have to be aware that there is a backdoor way of connecting survey data to the respondents. Review Source VW Vertika W. Customer support Medical Devices Used the software for: 1-2 years ### "Smooth and friendly " November 7, 2022 3.0 Very good and satisfied with overall experience and learning Pros Easy to use and prepare reports daily visual management Cons Don't feel like any, still if you learn to use this, it is great Review Source VR Verified Reviewer Admin Asst. Non-Profit Organization Management Used the software for: 2+ years ### "Great Support process" March 14, 2019 5.0 Either I or one of our researchers can easily and quickly troubleshoot any questions or problems our secondary users bring to us. If we cannot, the support staff has our back, and they're easy to work with. Pros We use it at work. I'm the dept admin, not a researcher or survey writer. However, it's so user-friendly I was able to create a Tips and Tricks cheat sheet for our secondary users, complete with screenshots, which meant I had to actually DO what I was showing. Cons I haven't discovered that yet. Hope I don't. Review Source JB Julia B. Digital Program manager Food & Beverages Used the software for: 1-2 years ### "Unlike any other survey software" April 5, 2018 5.0 Pros Qualtrics is truly invaluable. I used this every day, multiple times a day, when I worked in B2B sales. Super user friendly and intuitive, especially considering the amount of features and functionalities that aren't available from competitors. On my first day at a new job, I used Qualtrics with no training and was able to teach myself how to use it as I went. The insights you get from Qualtrics surveys are excellent and very in-depth. Worth every penny and great customer support as well. The new platform is even easier to use than the old one; it just keeps getting better. Cons I can't think of anything. It's not cheap, but it's reasonable. Much better than all competitors in terms of data delivery and insights so I believe it's worth the high(er) price tag. Review Source VR Verified Reviewer Senior Customer Success Manager Computer Software Used the software for: 2+ years ### "Great survey tool for customers!" October 25, 2019 5.0 We are a customer-focused company and rely heavily on feedback from customers on our products. Qualtrics has been a great product to fill this need. Pros Very easy to use and offers a wide variety of customization and formatting for customer experience surveys. Cons Sometimes too many features for what we need. But it is always better to have more flexibility in case we need to run a very specific survey. Review Source VR Verified Reviewer Business Analyst Internet Used the software for: 6-12 months ### "Qualtrics" February 5, 2019 4.0 Pros The software is easy to use and pretty intuitive for beginners. Dashboards are laid out together which makes ease of navigation easy when toggling between setup and results tabs. Cons Things can be deleted that can't be retrieved. Changing something after initial programming of a form causes some glitches in some features. Review Source RS Rajan S. PhD student Used the software for: 6-12 months ### "I have been using qualtrics for a year now. I am a happy customer. It has a unique appeal." October 5, 2017 3.0 Pros Flexibility. "Multiple choice" or "Matrix", everything works perfect. I also like the "Rich content editor" for editing the content. Another cool thing is you can add your own pictures if you so wish. My best application is the "side-by-side' table. It is awesome and saves a lot of space. Cons I wish it could support more editable diagrams. For example, I wanted to put an actual "Euroqol thermometer", a vertical thermometer-like scale from 0 to 100 to capture patient's/customer's well-being but I couldn't. I had to be content with a horizontal 'slider' that looks pretty but it does not fulfill the requirement of a standard survey where the actual picture is expected. In addition, I wish it would be possible to have a tick mark for a single choice apart from the awesome looking choice of radio buttons. But I think there is always a trade-off involved in the life as well as in the surveys. Review Source KB Kyle B. Sr Technical Support Analyst Education Management Used the software for: 6-12 months ### "Simple:Simple" December 8, 2022 5.0 Pros My favorite things about Qualtrics and the XM structure can really be boiled down to one term: Simplicity. It is so easy to integrate and push forward as you develop a superior business structured around the XM fundamentals. Qualtrics makes things easy - from an end user perspective as well as an admin's. Cons It's not free! haha. I do also think the training sessions could be a bit more often. Review Source SS Steve S. Researcher Used the software for: 2+ years ### "Always talk to a real person when I call in." August 1, 2018 5.0 Pros Great functionality for the most part. It's a powerful tool that we use every day. It almost always does what we need it to do. Cons Not extremely user friendly. There's a pretty steep learning curve, but even so the support is good. Review Source VR Verified Reviewer Product Strategy Intern Computer Software Used the software for: 6-12 months ### "Great Survey Tool" January 16, 2019 4.0 Pros Used the corporate license for Qualtrics, it is very intuitive to create the survey and distribute. It generates great visual analytic reports which can directly be incorporated in the presentations Cons Themes are little difficult to configure and does not have the file upload option as a response. Review Source SM Steven M. Market Researcher Professional Training & Coaching Used the software for: 2+ years ### "Quality product backed up with fantastic support. " March 24, 2018 5.0 Professional looking surveys Pros You can make the surveys look great, which is important in the areas I work. The professional look is easy to attain and the support offered will help deliver a great client experience. Review Source LF Lily F. Student Used the software for: 1-2 years ### "Qualtrics makes it easy to create and distribute professional, high quality surveys" April 27, 2018 5.0 I was able to create and distribute high quality surveys with ease. Pros I like all of the survey features that Qualtrics offers. You can use a large variety of question types with various response types (multiple choice, open ended, etc.). There are more advanced options to skip questions, send users to certain questions based on response from a prior question. Viewing results is made easy and it is easy to make sense of results. Cons Some of the advanced features for survey creation are not entirely clear regarding how to use them. Review Source MN Madison N. Digital Marketing Strategist Non-Profit Organization Management Used the software for: 2+ years ### "Extensive Survey and Analysis" April 8, 2021 4.0 Overall, Qualtrics is a great tool for students and employees to use, gather and analyze data. Pros Qualtrics allows customers to create surveys, keep track of replies and use a variety of templates. The summary reports and filtering are also beneficial as they do most of the analysis work for you! Cons In order to get more extensive features and types of survey questions you will need a paid subscription to Qualtrics. Review Source BP Bill P. industry analyst Machinery Used the software for: 2+ years ### "Technical assistance comes with the product, which is a great benefit! " March 13, 2018 5.0 I was able to put together a rather complex survey in only a few hours. Pros A lot of the software is intuitive. Logging on for the first time, a new user likely could put together a decent survey just going through the steps. Lots of functionality available here...the software does a lot of the background work for you. Cons Changes / updates are made without notice - at least I am not aware. When this happens I have to figure out where things are located now. There are also icons on the main screen that don't tell you they are shortcuts if you hold the cursor over them. You have to click on it to make it do something. There is likely a good deal of functionality available that I don't know anything about. Review Source Clayton S. Customer Success Manager Computer Software Used the software for: 6-12 months ### "Awesome tool for gathering customer data" February 15, 2018 4.0 Pros Qualtrics is key for gathering data around the customer experience. This helps to improve the customer journey and leads to more sales. Cons If you're not crazy data minded, it can be a bit overwhelming. Takes a bit of time to understand what you're looking at, but once you do, the findings are invaluable. Review Source VR Verified Reviewer Economics PhD Student Higher Education Used the software for: 1-2 years ### "Qualtrics for data collection and display" April 25, 2019 5.0 Pros Easy to use, can collect and sort data quickly and make charts and graphs which are easy to understand. Cons I have never had a problem using qualtrics. Review Source TA Trish A. Product and Customer Experience Analyst Used the software for: 1-2 years ### "Love Qualtrics - I use it for everything " July 31, 2018 5.0 Pros Easy and intuitive; yet has a good deal of depth. So I can customize what I need to, and can still teach and share the product with ease. I adore vocalize, its a great what to quickly add visualization to a pool of data. Cons I don't really have any complaints. I don't really have any complaints. I don't really have any complaints. Review Source Judith L. Manager Orientation and Transition Higher Education Used the software for: 2+ years ### "Qualtrics makes surveying so much easier" October 18, 2018 5.0 I have contacted Customer Service several times for assistance and they have been very responsive, answering big and small questions promptly. It is a great piece of software I would be lost without. Pros It is intuitive and helps you make the most out of your data and analysis. Cons No cons as they take all questions and ideas on board. Review Source MH Michelle H. Digital Marketing Specialist Education Management Used the software for: 2+ years ### "The best survey tool! " June 11, 2019 5.0 Pros It's an easy survey tool that just about anyone can quickly figure out and use. Cons When exporting data it's not always easy to select what information you want and what you'd like to be left out. Exporting all the info and then filtering is only an issue when you have a long survey you don't want to filter through. Review Source CG Ciara G. Consultant Higher Education Used the software for: 2+ years ### "Where Forms and Date Collections Meet" April 6, 2021 3.0 A universal platform for to collect survey information without the thrills of user-friendly experience. Pros Qualtrics is useful for survey forms for that will be used for varying audiences in a controlled process. Cons The layout of the software is antiquated and not visually appealing which affects the open rate and completion of forms received. Review Source GG Gabe G. Ops Manager Logistics and Supply Chain Used the software for: 1-2 years ### "I’d pay at least 8 billion dollars for this kind of customers service. " November 17, 2018 5.0 Pros Amazing product, even more amazing people. Cons There are a lot of functions locked behind upgradable licenses agreements. Review Source LL Lauren L. Research Scholar Research Used the software for: 6-12 months ### "The user friendliness and customer service has made Qualtrics my survey builder of choice" July 20, 2018 5.0 This is helpful in my professional work Pros The customer service! If I need help they are always very friendly and responsive and helpful. The survey platform itself is also very intuitive and user friendly in comparison to other survey software. Cons There are a few functionalities/features we were interested in for our survey design that were not possible through Qualtrics. One being the ability to allow participants to view an image through a link and when the link is click the image appears in a 'pop up'. There were ways around this however and Qualtrics does allow images to be accessed through links, just not as a pop up. Review Source JR Jayant R. Student Education Management Used the software for: 2+ years ### "Best thing for an amazing questionairre" April 17, 2020 4.0 Good for academic and complex questionnaires but if you are looking for something simple, go with google forms Pros This is the best website for creating academic questionnaires. I have used it tons of times. It gives you a comprehensive analysis of the results Cons It definitely needs training and know-how. I would like to see more user-friendly features and environment Review Source Similar Products Featured