# Page 3 | XM for Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 # Page 3 - Reviews of XM for Customer Experience ## Showing most helpful reviews Showing 51-75 of 255 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 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 Graduate research assistant Research Used the software for: 2+ years ### "Makes surveys simple" September 10, 2019 5.0 Pros Qualtrics is very user friendly and has a clean, organized interface. It gives every survey a look of professionalism. It also streamlines the data collection process. Cons The cost of renewing every year can be a deterrent Switched from [SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) My university required us to use qualtrics for research purposes. 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 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 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 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 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 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 Tami B. Coordinator, Operations, MBA Global Experience Office (GEO) Higher Education Used the software for: 2+ years ### "Amazing customer support! I was so impressed with the experience and support I received." June 1, 2018 5.0 Customer support when I don't know how to do something myself Pros Generally, I find Qualtrics to be pretty intuitive, but for things that are more complex, the Customer Support team is phenomenal! Cons Not having a multi e-signature functionally - I'm hoping this is in the pipeline of things to add, as this could really help us minimize the number of extra surveying we have to do. 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 Seth C. Marketing Communication Manager Used the software for: 6-12 months ### "Great insights and support" March 12, 2018 5.0 Pros Qualtrics provides a way to really seamless interactions for both the customer and administrator. The customer service they provide is also excellent and they really want to help people develop surveys to understand the buyer journey more in-depth. We were able to determine valuable insights about our customers and develop content and upgrades to meet their needs. Cons This is not a simple platform... which is both a pro and a con. It took me a lot of time and training to fully understand the full potential of the software. But once I understood it, it was extremely valuable. So as long as you're willing to put in the time, this is worth it. 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 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 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 Belinda W. Senior Programs Coordinator Higher Education Used the software for: 2+ years ### "Always amazing, the customer support team go above and beyond to resolve your issue" April 10, 2018 5.0 Ease of use, great complex survey solutions that have many uses. Pros Ease of use and functionality and ability of the support team to talk assist you to do complex tasks Cons I have nothing that I don't like! This is a great program with great technical support that you don't have to wait on hold for hours to access. 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 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 VR Verified Reviewer Assistant Professor of Management Higher Education Used the software for: 2+ years ### "Functional, easy to use survey tool for rigorous research. " March 27, 2018 5.0 Survey research. Pros That I can design any kind of survey or assessment imaginable and for distribution on multiple platforms. Cons That the panels they supply for purchase are not cheaper. Most of the quotes I have received are well over the level per respondent. Review Source VR Verified Reviewer Director, Program Management Office Religious Institutions Used the software for: 2+ years ### "Great Survey Product" August 22, 2018 5.0 Excellent. I am able to easily and quickly create professional-looking surveys backed up with powerful reporting capabilities. Whether surveying 300 employees on their experience with an internal business process, 150 people on their experience with a training workshop, or cull ideas from 12 people on possibilities for a new project, it is easy, fast, and straight-forward. Pros Easy to use and learn on the go. Excellent resources available to learn how to use more advanced functions. Broad capabilities. I use the tool about annually and I am able to quickly get going on creation even though I'm not in the tool more frequently. 5-star customer support. Cons It won't accept a Bluetooth signal from my brain to automatically create the survey as I think about it. Review Source DT Dorothy T. Chief Planning Officer Higher Education Used the software for: 2+ years ### "Qualtrics Review" December 7, 2019 5.0 I have had a great experience working with Qualtrics. The company's customer service is outstanding. I always got a representative who was patient and knowledgeable and was able to answer my questions. Pros This is my go to to make surveys, it has a great deal of functionality, manages responses to survey questions, gives feedback on survey, does a test on your survey to give the user an opportunity to see what the data could look like. It has a number of different way to launch the survey. Cons As with any new software, learning it takes a little bit of time. After some instruction, I knew enough to create a survey. a pro is that there is a lot of functionality, the con is that there is a lot of functionality. Review Source VR Verified Reviewer Qualtrics Review Writing and Editing Used the software for: 2+ years ### "Qualtrics is the leader in survey industry." August 27, 2019 5.0 My overall experience with Qualtrics is superb. Pros Qualtrics provides awesome surveys to the clients. It's easy to do. I am an MTurk member and I do qualtrics survey regularly. It's fun and easy to do. Cons Nothing I found negative in qualtrics software. 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