# Page 2 | XM for Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 2 - Reviews of XM for Customer Experience ## Showing most helpful reviews Showing 26-50 of 255 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Mgr., Market Insights Insurance Used the software for: 2+ years ### "Qualtrics XM Survey Platform" February 5, 2026 4.0 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 RC Ryan C. Analytics Manager Real Estate Used the software for: 1-2 years ### "It's ok, could be improved" October 29, 2025 4.0 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 VR Verified Reviewer Researcher Research Used the software for: 2+ years ### "Great For Surveys " June 30, 2025 4.0 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 NK Nadia K. Researcher Hospital & Health Care Used the software for: 2+ years ### "Good Product " March 17, 2025 5.0 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 HA Henri A. Analytics Market Manager Information Technology and Services Used the software for: 2+ years ### "Frontlines a must for effective customer experience tracking" April 2, 2024 4.0 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. Reason 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 Prathamesh M. Team lead manager Retail Used the software for: 2+ years ### "Survey platform with features and functionality with ease of use." December 16, 2019 4.0 Overall, Qualtrics is an excellent survey tool. It is standard survey tool for market research firms and universities where the aim to collect data using an interactive yet ease to use platform. Basic data visualization is good for keeping track of the descriptives. Customer support comes at a price though works well if your firm is inclined to make Qualtrics use efficient. Managing multiple projects is a piece of cake for this tool. Making the process effective and efficient is an another benefit. Qualtrics helps researcher to build a solid foundation of a chain of projects that they can lead from a single library. The benefits of Qualtrics overweigh the pros making it an ideal survey tool for researchers. Overall, Qualtrics is highly recommended to users. Pros Qualtrics customer experience is a great survey to measure customer satisfaction using the online survey tool. It is very flexible and very functional with a very user friendly layout to help build better surveys for customers and participants. Building surveys is painless and requires minimum knowledge. It is easy to create surveys using the drag and drop option with many features which help you select the question type. In one of the projects that I recently completed I was able to use the semantic differential scale function for understanding how people evaluate a new product concept on its strength and weakness. Other scales are also accessible for other question types. In another project that I completed I did use nominal scale for dichotomous questions, ordinal scale for rank order questions, and likert scale for likeliness questions. It was great experience having so many features available to customize in Qualtrics. Qualtrics allows you to create and store surveys. When you store surveys you can actually store the whole survey as well as store individual sections, blocks, and questions. It is very easy to replicate the sections and blocks from one survey to other. Surveys can be shared between different projects. At my workplace we maintain a shared library with survey templates and we also maintain a personal library for current and former projects. Overall building, storing, and recreating surveys is great feature of qualtrics customer experience. Cons Qualtrics is a great tool with features and functionality, but it is sometimes hard for everybody to get a hang of it. Some users require training on certain features, customer support is a great help for those queries, but it comes at an additional cost. Also, the wait times are very long . Qualtrics is a high cost tool and it doesn't have many packages to choose from. Small and midsize research firms should look for low cost basic tools for their surveys if they are not looking for sophisticated solutions. Qualtrics offers wide range of sophisticated solution which includes different type of scale, questions, visualization display etc. Many companies are not interested in such solutions they are happy with basic solution with basic questions which can lead to descriptive statistics. For such firms Qualtrics packages would be expensive. For advance statistics methods like regression, factor analysis, etc. The data analysis and data cleaning options offered by Quatrics are very insufficient. This mainly happens for scientific studies which involve complex multivariate statistics. Sometimes there is an issue with its adaptability with different browsers, we had this issue at our workplace where qualtrics wasn't working that fine with internet explorer. External panel management tools find it hard to integrate with qualtrics and this remains a huge challenge to overcome if an external vendor is used for sample management. Reporting capabilities are very limited to graphs. Alternatives considered [LimeSurvey](https://www.capterra.com/p/145614/LimeSurvey/) Reason for choosing XM for Customer Experience For complex surveys Qualtrics is an excellent option. In market research industry we are required to do different studies which include concept testing, copy testing, message testing, pricing study etc. For such studies you require to have a tool which can give you a wide range of options for scale. Qualtrics stands out to be the best tool which can help you build different scales. Qualtrics was superior to LimeSurvey when it came to this. Switched from [SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) SurveyMonkey is a good survey tool, though it has few deficiencies to overcome. Qualtrics is a very good when it comes to collecting data using complex measurements and instrumentation techniques. It gives you a good set of options when it comes to variety of question types, different skip patterns, branching logic, and reporting graphics. For doing basic surveys SurveyMonkey is a good option, but for the lower price, but for complex surveys, Qualtrics stands out. Review Source VR Verified Reviewer Product Development and Member Experience Manager Banking Used the software for: 2+ years ### "We love Qualtrics for CustomerXM" October 27, 2021 5.0 Our experience has been great. They were great to work with during our implementation and are always willing to work with us on a project or if we have questions. Pros it is easy to use, easy to learn and mostly importantly it is adaptable and customizable. Cons Nothing really, the software stands on its own. Review Source DD Daniel D. CRM Specialist Used the software for: 1-2 years ### "Qualtrics has potential to be one of the best survey platforms, but we encounter bugs often." August 9, 2017 4.0 Pros Qualtrics's ability to support embedded data and merge fields within email invitations. Large variety of question types and branching logic. We can use embedded data to remember how a contact responded to a previous survey and help with sample selection to drive valuable market insights. The data visualizations through Vocalize dashboards. We were able to set up NPS dashboards for each department in our Sales and Service team. We also have tabs for each Salesperson. Ticket management helps with documentation of actions performed on survey respondents that responded negatively. Assigning them to a team was easy and intuitive. Cons The Qualtrics Sales team was not transparent and reluctant to share our individual SLA when I was a new member of the team. I spotted inconsistencies in our quote such as response count and module access (Marketo and Tableau). Our response count was set to 5000 when our quote was for 6500. They fixed that when I pointed it out. Marketo was enabled when in their documentation it is described as an add-on feature. They disabled it to their benefit when I pointed it out. Tableau was disabled when in our Brand Administrator User Type permissions it is checked green for Enabled, but we do not have access to it according to our Sales account representative. Since Qualtrics works by quote and not by packaged licenses, it is difficult to pinpoint which individual modules we have access to. It is by the Qualtrics Sales team's discretion. For a large portion of our license, SMS was a feature that was not accessible due to technical issues between Twilio and Qualtrics. It was fixed a couple months before our license expired. They did not describe what went wrong and presented the solution in a black box. Qualtrics does not support printing individual tickets. Ticket exports do not include Comments made by our team. The reply feature within a ticket does not actually send out emails. Vocalize dashboard email exports are inconsistent (about 50/60 successfully sent out each week). The other dashboards encounter errors when attempting to manually download. Review Source RM Roberto M. Marketing Director Food & Beverages Used the software for: 1-2 years ### "Customer Frontlines helps Understand your Customer Better" May 6, 2024 5.0 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 Review Source EL Eduardo L. Administrator Education Management Used the software for: 6-12 months ### "Qualtrics CustomerXM for varied uses" May 17, 2022 4.0 Overall the buying the Qualtrics CustomerXM software greatly improved management in our office and made it easier to direct complaints and/or compliments directly to those who can solve them. It is also very interesting to see the meta data in real time. Pros \- Ease of Use - Slick and simple interface, making it easy for anyone to use the software - Real time answers from surveys Cons \- Relatively High cost of implementation - System-wide glitches are not uncommon - Some surveys don't come directly through to you. - Minor bugs that affects usability (frozen pages, but this is rare). Review Source Gardyrhyterforde S. Travailler indépendant Computer Networking Used the software for: 1-2 years ### "ClientXM est puissant et efficace " November 5, 2022 4.0 J'ai utilisé Qualtrics comme outil principal pour les " feuilles de sourire" - de brèves enquêtes que j'ai utilisées pour recueillir les commentaires des participants à la formation .J'ai pensé que c'était incroyablement amical, et en ce moment j'aimerais que mon employeur actuel l' utilise . Pros Il existe d'innombrables façons de personnaliser Qualtrics.Mon organisation utilise Qualtrics pour tous les types d' enquêtes, y compris les études de recherche courtes et longues .De plus, les utilisateurs peuvent le personnaliser pour inclure le logo et la palette de couleurs de leur entreprise .Il peut être personnalisé. Cons S'il y avait un bouton d' annulation , ce serait vraiment utile plutôt que d' avoir à recharger la nouvelle version en cas d' échec. Review Source VR Verified Reviewer Destination Resources Consultant Translation and Localization Used the software for: 2+ years ### "Great system to use to build customer retention " October 29, 2022 4.0 Pros I really like how I was able to listen to calls in real time and assist my agents. Cons I do wish that there was a stronger alert system to let agents now that there stats are falling. Review Source Ryan M. Senior Research Analyst E-Learning Used the software for: 1-2 years ### "Qualtrics is my favorite survey engine" July 18, 2022 5.0 I have had a really positive experience with Qualtrics. When I have to draft a survey, Qualtrics is my first choice. Pros I liked that I was able to provide individual surveys to all of my respondents. I also liked that there were robust features available to show specific questions to specific respondents based on their feedback. Cons There was a big learning curve to figure out their own language for embedded text and stuff. I will say that I was very impressed with their customer service reps. Very easy to reach and very helpful. Switched from [Google Forms](https://www.capterra.com/p/176571/Google-Forms/)[SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) It was available at my organization and it had stronger features than its free competitors Review Source VR Verified Reviewer Assistant Dean Education Management Used the software for: 2+ years ### "Qualtrics product review " August 27, 2019 5.0 My organization is focused on higher education and we work with thousands of students. We use Qualtrics to conduct all types of surveys, including teaching assessments, course evaluations, evaluations of faculty (students' comments), as well as surveys about student experience. Qualtrics allows us to design surveys that allow us to capture data in the most effective way, the surveys look professional, and data collection and data analysis is done easily and can be easily shared with colleagues in other departments. Pros Our organization has been using Qualtrics for more than 10 years now. We use it while working with students, creating all types of surveys and conducting research projects. The best features include: 1) ability to copy the previous surveys which becomes very helpful and important when you work with complex surveys; 2) logic of the survey and ability to use the masked answer choices. This option is extremely helpful while working with the matrix-type questions, allowing you to modify and present the answer choices based on the answers to the previous questions. 3) The way we can view and download the data. Excellent options to see data from different perspectives, and use it in the reports. Cons We found that depending on each individual's (staff) knowledge and experience, some people found it a little bit intimidating. My suggestion would be to make sure you have at least one person who is very experience (or well trained) in this product, who can then provide training and support to others. Review Source SR Sean R. Professo Higher Education Used the software for: 2+ years ### "Qualtrics for survey and data analysis" June 10, 2021 3.0 This is something I have to use on the job because we have an institutional license but it is one of my least favorite software packages on campus. It's not awful; I'm just not a fan in general. Pros Qualtrics has become essential to the operation of my university. Virtually all elections/surveys/etc are done via this platform. I use it to perform exit interviews of student classes, for masters student committee's assessment of a thesis defense and other related functions. Search committees use Qulatrics during the hiring of candidates when our faculty needs to polled about their opinions. Cons I am not a fan of the actual survey taking experience. I've had issues where the touch pad on m laptop has accidentally changed a selection I made, and it was submitted without me realizing it. The UI looks nice but is clunkier than it lets on. Also, these surveys are not good about (i) communicating their length, and (ii) allowing users to go back and change an answer. I find (i) is a bigger issue in a long survey where you are under the impression that you'll have a final field to respond. Sometimes it just abruptly ends,. Review Source VR Verified Reviewer Specialist, Part-Time, Institutional Research Higher Education Used the software for: 2+ years ### "I've been using Qualtrics at work for several years & couldn't be happier with it. " May 4, 2018 5.0 Pros It's intuitive & customer support is EXCELLENT. I recently had a problem involving student survey recipients getting an error message when trying to complete a survey. Basically, if a student was repeating a course, he/she was getting an error message that they had already completed the survey (the previous semester) & therefore couldn't do it again. I checked the Support database, couldn't find an answer, then contacted Support directly. Their response was fast & solved the problem. I fixed the issue in several surveys where students were experiencing that problem, & now I can tell faculty members that it's no longer an issue. Cons I didn't like the new interface at first, but now I like it better than the old one. "Panel" was changed to "Contacts," which is much more intuitive, and the "Share Survey" icon was changed to the one that looks like a "V" on its side, like in my smart phone. Aligning these simple things in Qualtrics with the technology I use everyday on my mobile device makes Qualtrics much easier to use. I think it also makes it easier for faculty members whose surveys I work on because they don't use Qualtrics as often as I do, but they have to collaborate with me & check response rates to make sure their students are complying with the survey policy. Review Source VR Verified Reviewer Enterprise Customer Experience NPS (Net Promoter Score) Lead Telecommunications Used the software for: 2+ years ### "Highly flexible and adaptable platform, backed by strong support" July 22, 2018 5.0 \- Solid support - Flexible and adaptable - Strong integration with CRM (Salesforce) Pros \- We get very quick responses and solid support from the Qualtrics team - The platform is quite flexible and adaptable to our needs - We have a lot of control over much of the platform, which enables us to respond quickly when required - It integrates extremely well with our CRM (Salesforce) Cons Some expected features isn't available (yet) e.g. ability to use customised "from" field for emails but I can imagine more featuresets will be added as Qualtrics continue to grow Review Source VR Verified Reviewer Sales Support Computer Software Used the software for: 2+ years ### "very intuitive tool for building surveys " April 15, 2022 5.0 I'm a superfan - I love working with their survey tool and dashboards. Also whenenver I need help, I contact their support - the Utah team is always super helpful and friendly. I have heard the Europe support team isn't as friendly ... I think that might be a cultural thing when it comes to customer service. Pros Very intuitive and easy to build surveys - also huge fan of their dashboard. I have most fun building my dashboard so I can track results - and then take screenshots of the graphs to put in my presentations. They always continue to improve their user features too. Cons I honestly have no complaints - they are always evolving their product to be more user-friendly with useful features. Reason for choosing XM for Customer Experience Price and product. Review Source VR Verified Reviewer Graduate Research Associate Higher Education Used the software for: 2+ years ### "Student Researcher Feels Supported" February 11, 2019 5.0 Pros Qualtrics has a nice interface and many different features that I do not realize I need or want until I need or want them. For example, Qualtrics has the simple ability to link surveys through strings, can help eliminate ineligible people from the survey and has various formats for export data. The questionnaire library is extremely helpful for me to find questions I created that I want to use repeatedly or common questions like sociodemographics. The various question types give me the flexibility to try different displays. Cons I am limited in some design elements. This may be partially due to my university's branding. I have not figured out how to control formatting from a master control so sometimes correcting different fonts and font sizes can be painstaking. Review Source VR Verified Reviewer Principle Investigator for Independent Research Higher Education Used the software for: 1-2 years ### "Something to definitely write home about!" October 26, 2018 5.0 One of the BEST parts of my Qualtrics experience has been with it's customer service helpers. I have never before had people with so much patience, kindness, or knowledge be able to walk me through how to use a system before. I have never had to wait to speak to a representative and have never had an experience anything less than ideal. Pros I love this software because of the ease of use, the pleasing aesthetic, and the multiple capabilities it has to collect data in so many ways! Cons I would appreciate it if you could time the whole survey so that in situations where only participants who took over 30 minutes receive a credit through an outside program. Review Source VR Verified Reviewer Consumer Insights Coordinator Consumer Goods Used the software for: 2+ years ### "Easy and seamless" March 27, 2018 5.0 It makes surveys building and fielding super simple. The reports section is very helpful as well. Allowing you to cut by a all variables. Pros The user interface is super simple. It is user friendly for newbies-pros. The automatic filling helps with time too Cons When you have been on a survey for a while, the program time you out without option to continue. It logs you out and you have to start all over. Review Source RG Richard G. PhD Student Research Used the software for: 2+ years ### "A Thankful PhD Student" September 19, 2018 5.0 Pros I like its intuitiveness; the clever anticipation of what I would most likely want to happen next and the bringing of it to fruition. Here's a simple but elegant example: I want to change a question number but the question is the trigger to a branch chain sequence. If I change the number, will it affect the branch logic which would mean tons more work? Answer: No! The program automatically changes the identification number in the branch chain sequence thereby saving time and effort. Cons Because of the vast number of options available in one's survey development, it takes some time to get used to the software's full functionality. That can be a little off-putting when one is anxious to get on with the project at hand. However, patience opens up a wide variety of tools and choices to enhance one's project...and a bit of experimentation can also reveal interesting and novel techniques to make the presentation look and feel better. Review Source RP Ramya P. Research Fellow Research Used the software for: 1-2 years ### "Secure survey management platform" July 26, 2021 4.0 We conduct trainings for journalists and use Qualtrics to get anonymized feedback and suggestions and to conduct pre-test, post-test and follow-up surveys. For this, multi-modal administration is important- including through emails and through personal messages. Qualtrics lets you track this infomration. Pros \-Data presentation- visuals, reports, spreadsheet -Personalized and blinded survey links -Automated features to send survey timed reminders through different channels -Automated features to customize and send Thank you notes. Cons Pricey- We use it through institutional license. Switched from [Google Forms](https://www.capterra.com/p/176571/Google-Forms/) Multi-modal administration with anonymization was difficult Review Source VR Verified Reviewer Risk Consultant Accounting Used the software for: 1-2 years ### "Excellent" May 23, 2018 5.0 Easier to make surveys. Pros \- Friendly to use. - I can use a previous survey as a template for a new one. - I can send massive-email surveys from Qualtrics and when the recipient wants to reply, he can do it directly to my email Cons \- I can't find a way to get notifications to my email when a survey is completed. - I cant' put the "back" button if the person taking the survey wants to go back to a question in a previous page. Review Source 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. 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