--- title: "XM for Customer Experience Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about XM for Customer Experience Software - reviews, pricing plans, popular comparisons to other Customer Experience products and more." source_url: "https://www.capterra.com/p/152924/Customer-Frontlines/" page_type: "product" language: "en" --- # XM for Customer Experience Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 3, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) XM for Customer Experience ## What is XM for Customer Experience? Stop customer issues from becoming lost revenue with the world's most advanced, AI-driven customer experience platform. Qualtrics XM for Customer Experience gives every employee the tools they need to improve every key moment along the customer journey. Empower your organisation with real-time feedback, role-based dashboards, predictive insights, automated workflows, and more. ## What is XM for Customer Experience used for? [Customer Experience](https://www.capterra.com/customer-experience-software/)[Customer Satisfaction](https://www.capterra.com/customer-satisfaction-software/)[Customer Engagement](https://www.capterra.com/customer-engagement-software/) Top alternative Featured Overall rating Based on 255 user reviews Reviews sentiment Positive 95% Neutral 4% Negative 1% Starting price $1500 Per Year Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for XM for Customer Experience?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.qualtrics.com/&name=XM for Customer Experience) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### XM for Customer Experience 4.6 (255) VS. [4.7 (2,915)](https://www.capterra.com/p/158456/JotForm-4-0/reviews/) Starting Price $1500 Per Year Starting Price $39 Flat Rate, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.4 (255) Ease Of Use 4.7 (10,468) Value For Money 4.5 (179) Value For Money 4.5 (6,507) Customer Service 4.6 (201) Customer Service 4.5 (5,816) ## XM for Customer Experience alternatives [4.6 (5,303)](https://www.capterra.com/p/153140/Connecteam/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [4.7 (973)](https://www.capterra.com/p/137289/Typeform/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [4.6 (99)](https://www.capterra.com/p/132914/Survicate/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [4.6 (965)](https://www.capterra.com/p/156752/SurveyLegend/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/152924/Customer-Frontlines/alternatives/) ## FAQs about XM for Customer Experience Overview ### What problems does XM for Customer Experience solve? XM for Customer Experience helps teams eliminate slow, manual feedback collection and fragmented customer insight by quickly building targeted surveys, distributing them across email, SMS, mobile, and web, and turning responses into dashboards and actionable reports. Customer experience, marketing, support, research, and education teams benefit most. Answer based on 248 reviews Overview ### Which roles and teams benefit most from XM for Customer Experience? XM for Customer Experience is most used by researchers, analysts, and customer success teams that need to collect feedback, analyze sentiment, and improve service experiences. Educators, students, and academic staff use it for survey design and research projects, while managers, consultants, and implementation teams rely on it to guide decisions and track experience outcomes. Answer based on 251 reviews Talk to an expert ### More questions? Ask our experts Overview ### What company size and industries is XM for Customer Experience built for? XM for Customer Experience is for businesses of all sizes and industries, with strongest adoption among enterprises at 47% and in Higher Education at 16%. Reviewer mix also includes Small Business at 32% and Midsize Business at 21%, with Education Management at 15% and Research at 10%. Answer based on 255 reviews Features and Usability ### What are the key features of XM for Customer Experience? XM for Customer Experience includes core survey tools like Survey Builder, question branching, conditional logic, and customizable templates for complex survey creation. It also offers multi-channel data collection, real-time dashboards and reporting, NPS/CSAT/CES measurement, and access controls. Differentiating features include text analysis and customer journey mapping. Answer based on 171 reviews Integrations ### Which third-party tools and platforms does XM for Customer Experience integrate with? XM for Customer Experience integrates with HubSpot CRM, Adobe Analytics, Freshdesk, Genesys, Jira, and Dynamics 365 Business Central, plus other platforms such as Fullstory, Glassbox, LogRocket, and Make. Its catalog includes about 40 integrations across analytics, support, CRM, and workflow tools. Answer based on 9 reviews Getting Started and Support ### How easy is it to onboard and train a team on XM for Customer Experience? XM for Customer Experience offers in-person training, live online sessions, webinars, documentation, and videos. Reviewers say most end users can learn basic survey creation quickly, sometimes within hours, while admins and advanced users need more time to learn back-end setup, analytics, and specialized features. Internal experts often help teams adopt it faster. Answer based on 25 reviews Getting Started and Support ### What customer support options does XM for Customer Experience offer, and how do users rate the experience? XM for Customer Experience offers email/help desk, FAQ/forum, a knowledge base, phone support, 24/7 live representatives, and chat. Users often describe support as easy to reach, knowledgeable, and fast, especially by phone and live help, though some report slower chat responses, occasional hold times, and inconsistent guidance on complex issues. Answer based on 132 reviews Features and Usability ### How well does it handle data collection and survey data? XM for Customer Experience makes survey data collection easy for most teams, especially researchers, schools, and enterprise CX groups. It supports flexible survey design, mobile responses, exports, dashboards, and embedded data. Some users find filtering, dataset setup, and report refreshes slow or tricky on larger or more complex projects. Answer based on 64 reviews Features and Usability ### How customizable are the surveys and dashboards? XM for Customer Experience offers broad survey and dashboard customization for branding, question types, logic, filters, and audience-specific views. Marketing teams, researchers, and enterprise users value the flexibility and no-code options. Some design changes feel cumbersome, certain layout features are limited, and advanced custom needs may require add-ons or coding. Answer based on 42 reviews ## Features AI summary Based on 3,742 Customer Experience reviews Capterra data shows that buyers of Customer Experience software rank the following features as their top priorities: - **Feedback Management** (**38%** of reviewers rated this feature as critical) - **Surveys & Feedback** (**46%**) - **Reporting/Analytics** (**43%**) XM for Customer Experience supports all three of the features reviewers consider most important: **Feedback Management**, **Surveys & Feedback**, and **Reporting/Analytics**. Together, these capabilities help businesses collect customer input, organize and review responses, and track trends through data, allowing teams to make better decisions and improve customer experiences over time. Feedback Management 4.7 (13) 69.23% of 13 reviewers that rated this feature as important or highly important Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Surveys & Feedback 4.7 (14) 78.57% of 14 reviewers that rated this feature as important or highly important Gauge satisfaction and receive information for improvement and success Reporting/Analytics 4.7 (22) 68.18% of 22 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Customizable Fields 5.0 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Customize data fields to support various needs and use cases Negative Feedback Management 4.9 (10) 80.00% of 10 reviewers that rated this feature as important or highly important Identify, track, and respond to negative feedback Survey/Poll Management 4.6 (9) 77.78% of 9 reviewers that rated this feature as important or highly important Create and administer polls and surveys XM for Customer Experience 144 features ### All Features - 360 Degree Feedback: Tools for collecting comprehensive feedback on an employee from peers, subordinates, and manager - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - Agent Interface: Agents can view and manage all customer requests and interactions. - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - Anonymous Feedback: Allow reviewers to provide anonymous feedback to encourage honest conversations - API: Application programming interface that allows for integration with other systems/databases - Assignment Management: Assign issues and tasks based on availability or required skills - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automatic Transcription: Use AI to convert voice into text automatically - Behavior Tracking: Track visitors'/audience's responses across web pages and other optimized content - Behavioral Analytics: Track and analyse user behavior within a system or network - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Recording: Record the audio of phone conversations for quality assurance purposes - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Case Management: Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process - Categorization/Grouping: Organize and group data or items based on various criteria - CES Survey Structure: Survey designed to measure the Customer Effort Score & evaluate their satisfaction of using product or service - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Churn Management: Identify customers at risk of migration and activate strategies to retain them - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Complaint Monitoring: Obtain, monitor, and review customer feedback/complaints relating to products and services to improve customer satisfaction - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Conditional Logic: Capability of a software or system to make decisions and perform actions based on specified conditions - Configurable Workflow: Configure existing workflows to meet your organization's needs - Contact Database: Centralized database of stakeholders and their contact information such as names, address, phone number etc. - Contact Management: Manage, organize, and store contact information - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - CSAT Survey Structure: Survey designed the measure customer satisfaction with a product, service, and more - Customer Activity Tracking: A report showing what actions customers perform - Customer Complaint Tracking: Track customer complaints from initiation through resolution - Customer Data Management: Searchable repository of information about clients - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Engagement: Initiate interactions with customers by proactively starting conversations or providing informational content - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer History: Access previous interactions or concerns to maintain customer relationships - Customer Journey Mapping: Visualize and analyze customer experience across all touchpoints and channels - Customer Profiles: Record customer information, purchase history, and other notes - Customer Segmentation: Process of dividing customers into groups based on common characteristics - Customer Surveys: Tool to send questionnaires to customers to gauge feedback - Customer Touchpoints: Identify specific interactions between customers and brands - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Questions: Tailored or customizable questions for more targeted and relevant data collection - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Data Import/Export: Import and export data to and from software applications - Data Visualization: Graphical representation of data - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Alerts: Receive and/or send email notifications for urgent updates, requests, or other information - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Marketing: Create and send email blasts/campaigns - Employee Coaching Tools: Conduct & deliver coaching sessions to improve employee performance or facilitate development - Employee Reward Programs: Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs - Engagement Tracking: Tracks metrics that provide insight into how a user interacts with any interface or product - Event Triggered Actions: Predefined actions automatically performed on the occurance of specific events - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - Interaction Tracking: Track interaction history by documenting conversations for contacts - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - Issue Tracking: Record and follow the progress of every issue - Keyword Tracking: Track and monitor a specific set of keywords - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - KPI Monitoring: Tracking the status of previously identified performance measurements - Live Chat: Ability to chat online in real time - Loyalty Program: Offer prizes, discounts, and other incentives for customers to earn reward points on purchases and redeem them for future purchases - Map Creation: Create custom maps - Membership Management: Database of members to track personal information of individuals and families - Mobile Survey: Distribute a survey via mobile devices - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Campaign: Manage multiple campaigns in one system - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Data Collection: Collect information from multiple sources - Multi-Channel Distribution: Multiple channels (email, web link, or social media) to distribute products, services, or surveys to customers - Multi-Channel Management: Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels - Multi-Language: Manage and support multiple languages - Multi-Location: Manage and support multiple locations - Natural Language Processing: Process and analyze human language in text or audio form - Negative Feedback Management: Identify, track, and respond to negative feedback - NPS of Customers: Calculate NPS of customers - NPS of Employees: Measure employee engagement and loyalty towards a business using the Net Promoter Score - NPS Survey Structure: Measuring and analyzing Net Promoter Scores to evaluate customer loyalty and satisfaction levels - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Personalization: Adjust communications based on previous interactions or personal preferences - Predictive Analytics: Predict future data based on historical data sets - Pulse Surveys: Short, frequent surveys designed to quickly gauge the ongoing attitudes or feelings of a specific group - Quality Assurance: Systematic evaluation of various aspects of a project or service to prevent defects or issues - Quality Management: Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. - Question Branching: Survey design technique that directs respondents to different questions based on their previous answers - Question Library: Pre-written repository of questions that can be reused within a course or for assessment or interviews - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Real-Time Updates: Receive system updates as soon as any changes are made - Referral Tracking: Log and store the source of contacts/leads - Reminders: Timed notification for any upcoming task, deadline, appointment, or activity - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Response Management: Planning and managing of resources and procedures to mitigate the impact of events and incidents - Retention Tracking: Measures the retention rate and satisfaction of customers. - Review Monitoring: Automatically monitor and receive alerts for any new online reviews - Review Notification: Notifies a business when a review is left - Review Request: Allows businesses to request reviews from their customers - Rewards Management: Strategize and implement rewards for returning customers, employees and other members - Routing: Plan daily routes to optimize employee scheduling and provide directions - Scoring: Automatically calculate score after the assessment - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Segmentation: Group leads or contacts based on their specific characteristics - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Self-Service Search: Enables users to search, access, and retrieve information from the system's database without needing technical assistance or support - Sentiment Analysis: Categorize emotions expressed and identify if they are positive, negative or neutral - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - SMS Messaging: Send messages via SMS - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Social Media Monitoring: Track activity on sites such as Facebook, Twitter, Instagram, etc. - Speech-to-Text Analysis: Analyze, correct, and monitor speech for transcriptions or recordings - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Survey Builder: Create and manage surveys - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Text Analysis: Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc - Text Fields: Open text box field - Third-Party Integration: Addition of necessary external data, applications, tools, or features - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Trend Analysis: Review data from past periods to reveal recurring tendencies and predict future performance - Visual Analytics: Interact with data visualization elements, such as charts and graphs, to drill down into data - Website Analytics: Track and analyze information regarding website visitors - Website Integration: Seamlessly integrates with 3rd party websites - Widgets: An extended application or connector that enables users to perform additional services with their current set of tools - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.6 (255) 4.6 Based on 255 reviews ## Pricing Value for money 4.5 (179) Free Trial Free Version Basic $1,500 Per Year Value for money 4.5 (179) 4.5 Based on 179 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ Zapier](https://www.capterra.com/p/130182/Zapier/)[ Tableau](https://www.capterra.com/p/208764/Tableau/)[ Marketo Engage](https://www.capterra.com/p/75130/Marketo-Lead-Management/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (201) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (201) 4.6 Based on 201 reviews ## User reviews Overall rating 4.6 Based on 255 reviews Filter by rating 5(180) 4(62) 3(11) 2(1) 1(1) Mentioned topic Sorted by most recent AN Anonymous User Mgr., Market Insights Insurance ### "Qualtrics XM Survey Platform" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 February 5, 2026 Pros It's an industry leader, used more often than any other survey platform (I believe this is still true), it has robust capabilities, and it's fairly user friendly. Cons Their customer service is not as good as it used to be, and both their programming interface and reporting tools could be easier to use. Switched from [Verint Voice of the Customer](https://www.capterra.com/p/210302/Foresee/) Verint felt somewhat limited and antiquated, and Qualtrics was more up to date with better capabilities. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RC Ryan C. Analytics Manager Real Estate ### "It's ok, could be improved" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 2.0 2.0 Likelihood to Recommend 6/10 October 29, 2025 Pros More stable and better ability to glean insights from data collected compared to some of the other VoC tools out there Cons Could be costly and set up is tedious with a lot of customizations required, but i guess with more power comes more responsibility Switched from [Verint Voice of the Customer](https://www.capterra.com/p/210302/Foresee/) Technical issues, cost, support, features and functionality Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MA Mike A. Sales Telecommunications ### "Qualtrics Review " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 October 1, 2025 Pros Its a great platform. Easy to use. Very helpful for gathering opinions and reviews of internal processes and company updates. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Researcher Research ### "Great For Surveys " 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 7/10 June 30, 2025 It is a great software to use for creating and sending out surveys. It is overall easy to use and setup and can do complex work if you need it to. Pros The interface is great and there are a lot of features that you would expect related to creating surveys Cons There are some features that can seem to be technical that could have been handled differently such as reverse scoring. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. NK Nadia K. Researcher Hospital & Health Care ### "Good Product " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 March 17, 2025 I have created a lot of surveys and I love the ease with which you could create and disperse the surveys. I also love that you can see progress and even download the data from surveys in ways that make it easier for you to analyze them with other applications Pros The easy with which you can create surveys and dispatch them Cons I wish there was a tutorial to walk you through the product when you first sign in. I had to figure out stuff for myself and sometimes through others Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Humaira J. Analyst - Survey Programmer Market Research ### "Reliable and powerful tool" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 September 6, 2024 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JS John S. Manager Telecommunications ### "Qualtrics tries for quality" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 6/10 June 20, 2024 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SB Sheena B. Manager Automotive ### "Xm customer review " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 June 17, 2024 Pros Whag i like most is the selections i have to choose from Cons What i liked least was some buffering but no complaints once that aas fixed Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RM Roberto M. Marketing Director Food & Beverages ### "Customer Frontlines helps Understand your Customer Better" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 6, 2024 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 Switched from [SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. HA Henri A. Analytics Market Manager Information Technology and Services ### "Frontlines a must for effective customer experience tracking" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 April 2, 2024 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. Reasons 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/152924/Customer-Frontlines/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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