# Page 4 | XM for Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of XM for Customer Experience ## Showing most helpful reviews Showing 76-100 of 255 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Qualtrics Implementation Consultant Research Used the software for: 6-12 months ### "Qualtrics Customer Support" January 24, 2019 5.0 Great they are prompt in answering your queries. Pros Valuable features which no other platform has. One and all integrated tool for in-depth research. Cons Nothing to add here. I have tried to find it but all in vain. Review Source VH Veronica H. Evaluation manager Higher Education Used the software for: 2+ years ### "A good experience" March 14, 2019 4.0 it's touch and go, it really depends on the representative that you get and with whom you chat Pros It is very easy to use and customise; company listens to customer feedback in terms of features and capabilities; it gets the job done Cons it's reporting and graphing capabilities, they are too basic. Review Source VR Verified Reviewer ER Technician Veterinary Used the software for: 6-12 months ### "Qualtrics Support" October 1, 2018 5.0 Pros Qualtrics is great! Its ease of use and multi-functions make building a survey enjoyable! I also want to add their support team is EXTREMELY helpful (and knowledgable)! They were very friendly and able to answer my long list of questions regarding Qualtrics' security measures. Cons I wish there were a way to get the system to recognize multiple similar headings, so that the time it'll take to take the survey didn't increase with the word amount, since certain things are repeated and therefore wouldn't add much time to the survey length. Review Source PK Pamela K. Senior VoC Analyst Consumer Services Used the software for: 2+ years ### "Great product. So many features and flexibility" March 23, 2018 5.0 Super easy to set up surveys, analyze text, and create meaningful dashboards. Site intercept is amazing :) Pros We've been able to do so much with the platforms we are using. It's so much more flexible, effective, and gives us the ability to provide our product team and other groups real time information to make impactful decisions. Cons There are some formatting features that could be more robust (e.g. vocalize widgets could allow more formatting with text size, alignment, chart types) Review Source KH Kea H. Quality Assurance and Media Specialist E-Learning Used the software for: 2+ years ### "I've been happily using Qualtrics to design and report on surveys in my work for several years. " December 11, 2017 5.0 I have been able to design, analyze, and report on numerous surveys for clients. I also enjoy pushing my knowledge and skills with Qualtrics to the limit by learning more, or more advanced techniques, each time I use it. Pros It's easy to use, yet provides advanced tools for complex survey design. But the most superior aspect of Qualtrics is the superb customer service, especially the telephone tech support! The reps always find an answer to my dilemmas in short time and in a helpful way. They listen carefully and do their best to research the issue, as needed, to resolve issues. Cons I sometimes find the online tech support (web pages) inadequate. This has improved, however, over the last year. I always look there first, then resort to calling the tech support reps if I can't find an appropriate solution online. The tech reps do a superb job, which makes up for any missing online help. Review Source VR Verified Reviewer Vocational Consultant Used the software for: Less than 6 months ### "Qualtrics customer service and technical support personnel is fantastic. " July 24, 2018 5.0 Qualtrics has so many options that I can create the exact survey that I want. Customer support is exceptional. Pros The software allows for innumerable paths to creating the exact survey that fits your target population and purposes. The options are endless and easy to locate. As impressed as I am by the software, I am far more impressed by the customer and technical support personnel. It is such a pleasure to talk with them. You are not on hold for long, if at all, and the employees are true professionals. They are knowledgeable, personable, helpful, and pleasant. Cons The only con that I can identify in the software is that for the survey to be automatically accessible to individuals using screen reader software such as JAWS etc., an administrator permission is needed. I would like it better if an individual could turn the option on their own for his or her survey without having to remember to run an accessibility check. Review Source VR Verified Reviewer Customer Success Manager Used the software for: 1-2 years ### "Great tool to set up customer surveys/feedback channels" July 1, 2018 5.0 Pros Love the ability to offer an easy ways for customers to provide feedback on their experience. Their overall reporting is also very robust. Cons Sometimes I wish there was more flexibility in the setup and also reporting. For example, I'd like to create multiple dashboards based on my reporting needs. Some features are also not super intuitive as to how to use them. Review Source Hunter B. R. Account Executive Computer Software Used the software for: 2+ years ### "Qualtrics - Perfect CXM for Massive Orgs & Projects" October 19, 2020 4.0 Qualtrics is no doubt the best software out there for CXM for large scale projects where thousands of points of data will be collected. Features like StatsiQ are awesome for being able to read the responses in bulk without a statistical background. Pros Qualtrics offers features and data capabilities to run large scale projects with thousands of data points. The tools make it easy to digest results compared to competitor's tools. Cons The software can be complicated to use and can take too long to generate surveys if the project is a simple one. Review Source Chandni C. Business Development Analyst Used the software for: 1-2 years ### "Qualtrics customer support team is great!! There is always a solution to your problem" March 18, 2018 5.0 We survey our audience using this platform and customers are very happy withe survey experience Pros Customer support team and very intuitive and easy UI. Advanced analytics incorporated in a research platform helps to do multiple tasks Cons Everything on the platform works pretty well. Nothing really that I don't like about Qualtrics software Review Source CL Cassaundra L. Assistant Registrar Higher Education Used the software for: 2+ years ### "Gold Standard for Customer Service" November 8, 2018 5.0 Qualtrics customer service and support should be the gold standard for every business--not just for software/application/form/survey companies. It is the best I've ever encountered both personally and professionally. Pros Intuitive. Constantly improving. Reliable. Enormous library of help articles. Instant help available if I have a nuanced situation. Couldn't be happier! Cons Inability to drag and drop items in multiple choice formatted questions. Restrictions on piping in text from certain question types, e.g. drill down. Reports area is the least intuitive section of the survey platform. Review Source VR Verified Reviewer MS1 Higher Education Used the software for: 2+ years ### "Qualtrics is very intuitive. " February 19, 2019 5.0 Pros We created many different surveys using this software. It was very easy and relatively​ intuitive to create multiple flow paths through the survey depending on the answer. We ran statistics on the answers and it was very nice to be able to program values for certain answers. Cons Getting to use the program the first time did take some effort, as all software does. We had some confusion with the opening dates and found it hard to find the information we needed, but it was not too hard to figure out. Review Source KT Karen T. PhD candidate Research Used the software for: 2+ years ### "University-based Qualtrics" March 13, 2019 5.0 I was very impressed with the Qualtrics customer care folks, who were able to find and help me with some quirky problems. Thank you. Pros My university pays for this platform, so it is the one most of us use. I built my entire PhD research surveys in this software. Once the survey is built and tested it functions very reliably. There are many formatting options for questions to fit with what a researcher wants to learn. Cons There is a considerable learning process to become proficient at building surveys in this software. Not everything is intuitive, and the software is a bit "clunky" to figure out and use. Review Source NA Nishanth A. Fellow - Health Services Evaluation Hospital & Health Care Used the software for: 6-12 months ### "Amazing, because of the customer support experience. Excellent customer support." March 22, 2018 4.0 Excellent Design of software, quality customer support, valuable survey design templates. and communication tools. Pros Customer Support - Excellent. The customer support team is excellent and so responsive. I really appreciate the fact that we can call anytime. This is missing in other competitor platforms (aka Survey Monkey). Beyond that, the Qualtrics respresentatives are always humble, knowledgeable, kind, and responsive. I really enjoy my experience with Qualtrics. Cons Often restricted because of some minor lack of ability to make adjustments. However, Qualtrics representatives are very responsive and work to figure out a solution to the problems that you are facing and are always willing to listen . Review Source VR Verified Reviewer Director of Operations & Finance at WorkAround Outsourcing/Offshoring Used the software for: 1-2 years ### "It's not always easy to do exactly what you want with the software, but there is always a way." April 6, 2018 4.0 I use it for Surveys and as a make-shift crowdsourcing platform. Pros Great support staff, very friendly and dedicated to helping you find solutions End user gets a great experience. Cons Some things I would like to use it for require complex workarounds, wish they would solve some of them with updates or new features. Review Source Gary H. Public Information Officer Government Administration Used the software for: 1-2 years ### "User-friendly survey tool" September 1, 2019 5.0 Great tool for organizations to create user-friendly surveys. Pros I take a lot of online surveys and Qualtrics seems to be one of the best in terms of functionality and ease of use. I've never encountered an issue with this tool. Cons Honestly, I've never experienced an issue as a user of this survey platform. Review Source ES Elyzabeth S. Student E-Learning Used the software for: 2+ years ### "I love Qualtrics!" September 5, 2019 5.0 I am a Graduate student. Over the last few years, I have spent a good amount of time using Qualtrics for numerous psychological surveys. Some of which have contributed to my most important final projects as a psychological student. I genuinely love Qualtrics, and am always happy to see it as part of a course that I am enrolled in. I would recommend it to anyone and everyone. Pros This is a very well organized software. It's incredibly easy to navigate through, and the results are visually appealing. Cons Honestly, I have nothing negative to say about Qualtrics. It's an overall solid product, and I have had nothing but great experiences with it. Review Source VR Verified Reviewer Assistant Director Education Management Used the software for: 2+ years ### "Easy to set up and send out!" December 18, 2018 5.0 Pros Easy to set up surveys of all kinds, with all sorts of answers and types of questions Cons Nothing, easy to use and send out with no issues! Review Source Brendon R. Digital Marketing Consumer Services Used the software for: 2+ years ### "Optimize customer/employee experiences" October 8, 2020 5.0 Great company with a great prodcut. I'd definitely recommend. Pros This is simply the best software for monitoring customer/employee experience. At our company, we regularly send out surveys to keep track of the ever-changing opinions of our customers and employees. This is the simplest way to do so. Cons On two occasions I've reached out to technical support and waited on hold for 10+ minutes. The software is great but the customer support could use a little work. Review Source VR Verified Reviewer Account Executive Information Technology and Services Used the software for: 1-2 years ### "More advanced logic but not easy to use" September 12, 2018 3.0 Great for those with more complicated or enterprise scale surveys but there are others in the industry that are more user friendly and cheaper. Pros Great survey logic for more advanced surveys, convenient panels services for attaining sample. Cons Difficult to use, customer support not phenomenal by any means, and very expensive. Review Source VR Verified Reviewer Business Analyst Higher Education Used the software for: 1-2 years ### "Great Survey Tool For Collecting Feedback" December 26, 2019 5.0 Our organization previously used Feedback Server to meet our surveying needs. That solution was difficult to manage and was not as flexible or easy to use from the front end as Qualtrics. Our users have openly embraced Qualtrics and made the switch without hesitation. Pros Qualtrics is very user friendly and flexible. It offers many question types and has a straightforward survey builder. We're seeing increased survey use from many of our users since making the switch. Cons Our team has no complaints with Qualtrics at this time. There has been an instance or two where a desired question type or feature doesn't exist, but it hasn't hindered our surveying ability. Review Source VR Verified Reviewer Systems and Tools Analyst Medical Devices Used the software for: 1-2 years ### "One of the easiest survey tools" January 17, 2019 4.0 Pros We are using Qualtrics mainly as a survey tool for our customers. The tools gives us the opportunity to build neat looking surveys, where we can apply advanced logic, many kinds of questions and also get great reports. Occasionally we also build a simple registration page for our customer events, the questions can be formed in a way that the tool allows us to do it. Cons Not much I can say about the negatives. For things that we need this tool is really great, in the beginning it might be bit more difficult to navigate in the back end of the product but with practice that goes away. Review Source VR Verified Reviewer Marketing Manager, HMX Higher Education Used the software for: 1-2 years ### "Good for collecting feedback, but reporting has some bugs" July 19, 2018 4.0 Pros I appreciate the ability to ask many different types of questions (open-ended, multi-select, radio buttons). The results dashboard is nice for getting a snapshot of sentiment; I especially like the Net Promoter score. Cons Filtering reports is a bit clunky - it can take a while to process data, and I've had trouble getting the results I want. This could be a function of how our data is collected and set up, but it seems like it should be easier to see, for example, only people with certain email address domains or in certain geographic locations without a lot of trial and error. Review Source MS Morgan S. Global Events Manager Information Technology and Services Used the software for: 2+ years ### "Great Tool for Customer Feedback" August 20, 2019 5.0 Pros This is without a doubt the most comprehensive customer experience tool I've ever used. It is also extremely easy to learn as the software is very intuitive. Cons When exporting files the data isn't always the clean or easy to read. It does take some time to get the data ready to review. Switched from [SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) Company wide initiative Review Source MA Melissa A. Researcher Education Management Used the software for: 2+ years ### "Good product. Great service. " March 28, 2019 5.0 Mostly, I want to say that when I call with a problem, the help folks are so able to meet me where I am and teach me the next step. When I first started using it, I would call with beginner issues. Now I call less frequently, but with issues that are often very complex. In either situation, I get greeted with the same positive, problem-solving attitude. Pros I most like the ability to show my stakeholders their data with a quick turnaround. Cons There are glitches that sometimes bug me (getting logged out spontaneously is the worst) but nothing major. Review Source CL Carlos L. Senior Research Analyst Education Management Used the software for: 2+ years ### "Excellent experience, customer support is very good" November 13, 2017 5.0 Pros I can check it anywhere from any device. Also, easy to use and understand. Qualtrics also have a lot of information in the internet so user can rely on that as well. Cons Some function should be in a different spot for example link expiration and survey expiration are in a different location. 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.