Qualtrics

Qualtrics Customer Experience


4.5 / 5
155 reviews

Who Uses This Software?

Customer Experience leaders in every industry looking to for a robust, easy-to-use solution to manage the entire customer experience.


Average Ratings

155 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Qualtrics
  • www.qualtrics.com/
  • Founded 2002
  • United States

About Qualtrics Customer Experience

Qualtrics Customer Experience (CX) is the worlds most agile platform for customer experience improvement, making it easy for companies to monitor, respond, and improve every key moment along the customer journey and incorporate customer feedback into every decision. With flexible role-based dashboards, dynamic case management, and full CRM integration, you have the power to deliver unmatched customer experience. Request a personalized demo or sign up for a free account to get started!


Qualtrics Customer Experience Features

  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management
  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content
  • Corporate Memberships
  • CRM
  • Customer Activity Tracking
  • Discount Management
  • Gift Card System
  • Loyalty Card System
  • Member Portal
  • Membership Management
  • No-Card Loyalty System
  • Referral Tracking
  • Rewards Management
  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management

Vendor has not completed this information.


Qualtrics Customer Experience Reviews Recently Reviewed!


Qualtrics has potential to be one of the best survey platforms, but we encounter bugs often.

Aug 08, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money

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.

Top-of-the-line product with solid customer support

Feb 13, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: No other survey platform provides as many features and options as Qualtrics! You can easily program many different question structures, customize the look and feel, set the survey flow to optimize participant experience, create and use embedded data to improve survey logic and/or avoid having to re-join participant characteristics to exported results, set emails to trigger to an individual or contact list upon survey completion, use their library of questions and/or create your own to use in multiple surveys, easily see, edit, and export data/results... there's too much to mention!

Cons: At times Qualtrics experiences "hiccups" and randomly refreshes, which can result in losing some programming if it has not been saved. The Reports functionality is also slow to load and not as easy to use as the rest of the software - I still choose to export the data and create my own visualizations.

Overall: I have almost always had positive experiences with Support (95% of the time). Typically they are happy to help you figure out the best way to do things and/or triage unforeseen issues. However, those working the Chat function can be slow and/or less knowledgeable (? - or less willing to help) and I have been told to call instead if I want a response in less than 30 minutes. Qualtrics Support also used to provide some help with custom coding, but that is no longer an option, which was a big loss to my team. The few downfalls are usually made-up for by Support, if not other Qualtrics users on their Community boards and/or the extensive how-to documentation Qualtrics makes available on their site.

Capterra loader

Great Product, Great People

Aug 03, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Customer Service turns out to be a huge part of any user experience, but as a Brand Administrator, I was always getting requests from people in my organization about Qualtrics. I always found them to be readily available and willing to field whatever crazy request I was asking about. There are several high-quality survey and analytics tools on the market, but Qualtrics has really set itself apart by investing heavily into it's customer experience resources (physical, digital, and human) to round out a solid overall experience.

Cons: As an social science research scientist, I found that there are a few "hard coded" defaults in the system that do not really align with common research practice. There are not a ton, but one is the coded values of Likert-type items; because the default setting is Very Satisfied = 1 and Very Disatisfied = 7, I have to customize all of my subsequent items in my surveys to ensure that my averages or "TOP TWO" results meet what I expect. This is not a serious matter in the end because I'm aware of it, but I got burned by this a few times in the past and it cost me a good bit of time.

Overall: As a higher education professional, we have to process students accurately and efficiently, and qualtrics has helped us creatively do this on a number of levels. We also gather and report out on student satisfaction concerns, as well as marketing and needs analyses. The system is extremely versatile, so there are countless applications that can help guide the work we do in higher educational settings. This is a premium product that requires a premium investment from your organization; however, once you've made this investment, you'll find that they have thought of almost everything from an end-user perspective, and have made a very friendly yet robust product, a difficult balance to strike in a competitive industry.

A Thankful PhD Student

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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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.

Capterra loader

Interactive dashboards have gotten our consumers excited about data!

Dec 21, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Qualtrics Vocalize makes it easy for me to share data with exactly the people who need to see it, and interactive filters give them flexibility to view exactly the data they want. There are many different chart types to choose from bar graphs, line graphs, tables, gauge charts, and word clouds, just to name a few of my favorites! I can assign permissions by user attribute or data field to show as much or as little data as necessary. The formatting options also allow me to choose colors and fonts to match my company brand, which is a huge plus.

Cons: I feel limited when it comes to doing advanced calculations (simple calculations are no problem). There is not a built-in feature to show response rates though sometimes this is possible to do with a calculation.

Overall: This makes it so easy to share data with consumers in a way they can understand and use. There is tremendous flexibility with the software as far as chart types, formatting, and user permissions. Plus, it's fast and easy to learn, especially with online training and customer service available.

Qualtrics has been awesome since implementation with their continued stellar customer service.

Nov 17, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The platform is beautifully organized. The surveys themselves are customizable and look great on a PC or a mobile phone (the mobile capability is a definite plus!). Importing and exporting data is easy, scheduling messages and reminders is a streamlined process, and the dashboards, although sometimes tricky to master, can show data in a variety of ways. Also, their customer service is far & away the best of any software program I've used!

Cons: There are only a couple things I can think of. The inability to copy dashboards is a huge setback when you have to come up with a few different dashboards for different roles but you want them all to have the same setup and historical data connected. The favorability scales could be expanded to include more Likert Scale options rather than just having Favorable, Neutral, and Unfavorable.

I've been using Qualtrics at work for several years & couldn't be happier with it.

May 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

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.

Highly flexible and adaptable platform, backed by strong support

Jul 22, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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

Overall: - Solid support

- Flexible and adaptable

- Strong integration with CRM (Salesforce)

Good tool

Feb 05, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: 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.

Great product. So many features and flexibility

Mar 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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)

Overall: Super easy to set up surveys, analyze text, and create meaningful dashboards. Site intercept is amazing :)

I've been happily using Qualtrics to design and report on surveys in my work for several years.

Dec 11, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Student Researcher Feels Supported

Feb 11, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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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.

Capterra loader

Qualtrics support has always been helpful when I have a question about their software!

Mar 13, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The best part is the "survey flow" feature. It has allowed me to do everything I need to do for my projects, like assign different questions to certain conditions, and it is laid out in such a way that I can see how everything should work in a way that makes sense.

Cons: Some of the features could stand to be more customizable. For example, I wanted to send my participants an e-mail to do a second survey 2 days after they had completed the first survey, but there is no option for 2 days and you cannot input a custom amount of time. So, I've had to manually send e-mails each time, which has become cumbersome.

Overall: I'm using this software to do a thesis project, and it has allowed me to do everything I need in a way that is simple and intuitive and that I can mostly do myself with no assistance.

Overall Feedback

Mar 19, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This software is easy to use and is user friendly. I like the new features site intercept a lot.

Cons: There are some loopholes e.g. redirects, global redirects (as it will make it easy for the team to setup vendors), data file formats, creating variables after fielding. Also, when we are removing/filtering the data its very slow in processing. We don't have the option to chose the case ids we want to delete in one go.

Overall: Overall experience is good.

Something to definitely write home about!

Oct 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Amazing, because of the customer support experience. Excellent customer support.

Mar 22, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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 .

Overall: Excellent Design of software, quality customer support, valuable survey design templates. and communication tools.

End to End Solution

Oct 12, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: You don't need other tools to launch, gather data, do the reports. This software is all in one!

Cons: some features are not available in Qualtrics like you can make 2 or more sets of weights. Say one set is demographics weights, and another one is for Concept weights

Overall: The real time data. Our client is very satisfied with the dashboard, they can view the results anytime, anywhere and regardless of timezone!

Easy and seamless

Mar 27, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: It makes surveys building and fielding super simple. The reports section is very helpful as well. Allowing you to cut by a all variables.

Qualtrics Quandaries

Aug 13, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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

Overall: 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

Great Survey Product

Aug 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Excellent experience, customer support is very good

Nov 13, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

A good experience

Mar 14, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: it's touch and go, it really depends on the representative that you get and with whom you chat

Capterra loader

Great Survey Software

Jan 09, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Qualtrics provides a unique level of flex-ability and design features when it comes to creating a survey. Additionally really like how easy it is to dump the data results into a variety of other programs from additional analysis / validation. This is my go to software when I need to capture a wide range of data from my stakeholders.

Cons: When it comes to customizing the aesthetics of a survey, it is a little bit cumbersome. The UI as it relates to customization, could use some moderate tweaking.

Overall: Overall qualtrics has been my go to survey tool to capture data from my stakeholders. This is a well-thought out to that helps me capture the data I need to be more effective as a consultant.

Excellent

May 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: Easier to make surveys.

Always talk to a real person when I call in.

Aug 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Great functionality for the most part. It's a powerful tool that we use every day. It almost always does what we need it to do.

Cons: Not extremely user friendly. There's a pretty steep learning curve, but even so the support is good.

Capterra loader

A great product

Oct 05, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Quality product backed up with fantastic support.

Mar 24, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: You can make the surveys look great, which is important in the areas I work. The professional look is easy to attain and the support offered will help deliver a great client experience.

Overall: Professional looking surveys

Very useful software

Aug 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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

Overall: They are very helpful and will walk you through the product.

Capterra loader

A Survey Suite for Evaluating User/Customer Experience

May 04, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

University-based Qualtrics

Mar 12, 2019
5/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: I was very impressed with the Qualtrics customer care folks, who were able to find and help me with some quirky problems. Thank you.

Gold Standard for Customer Service

Nov 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
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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.

Overall: 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.

Love Qualtrics - I use it for everything

Jul 31, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Easy and intuitive; yet has a good deal of depth. So I can customize what I need to, and can still teach and share the product with ease. I adore vocalize, its a great what to quickly add visualization to a pool of data.

Cons: I don't really have any complaints. I don't really have any complaints. I don't really have any complaints.

Great survey solution but...

Mar 19, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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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.

Overall: 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.

Good product. Great service.

Mar 28, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
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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.

Overall: 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.

I use the Qualtrics experience on a daily basis in an educational settings.

Mar 27, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: The single greatest aspect of the Qualtrics platform is their outstanding customer support. Better tech support than any other company I have ever dealt with. Response time is close to immediate.

Cons: Wish Qualtrics had a larger selection of video tutorials. Also, sometimes it is difficult to find answers in the knowledge base. However, the availability of real time chat and call support more than makes up for these limitations.

Great Support process

Mar 14, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: We use it at work. I'm the dept admin, not a researcher or survey writer. However, it's so user-friendly I was able to create a Tips and Tricks cheat sheet for our secondary users, complete with screenshots, which meant I had to actually DO what I was showing.

Cons: I haven't discovered that yet. Hope I don't.

Overall: Either I or one of our researchers can easily and quickly troubleshoot any questions or problems our secondary users bring to us. If we cannot, the support staff has our back, and they're easy to work with.

Best Tech Support Experience I've Ever Had

Aug 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The software is very user friendly and intuitive.

Cons: A couple features were not available at the question level, just the block level.

Overall: 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!

Easy to use, comprehensive, incredible customer service

Nov 09, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: There are a ton of options to choose from. The customer service is probably the best (and fastest) I have ever experienced.

Cons: Can be confusing when initially starting out, BUT the customer service is incredible and can get you over the learning curve fast.

Qualtrics Customer Service Humans are amazing!

Nov 28, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
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Pros: Qualtrics is a powerful survey tool that is pretty easy to use with a lot of functionality.

Cons: I don't have any cons...once I found answers to my questions, my little problems were solved.

Overall: The best part is finding the number to call for help. There is lots of help online as well, but every now and then you just need a human. And their humans are great--patient, knowledgeable, friendly and supportive.

An overall very positive experience.

Best Customer Support I've Experienced

Aug 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The features of Qualtrics survey construction continue to offer me every possibility to create what I need to meet my research goals. This is a tool that I will never stop using.

Cons: There were no aspects about the software that I did not find satisfactory.

Overall: The over-the-phone and step-by-step support Qualtrics offers is second to none...I had my most complicated questions answered in less than 10 minutes, and my project is moving forward thanks to the support.

User Experience

Aug 13, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: For the most part easy to use but for things like skip logic, etc. takes time to understand the complex features that are available and can be built to optimize creation of survey. Would be helpful to have descriptions that are provided when hoovering over features so we know what it is and how we can use it.

Cons: Not as customizable from a design perspective as I would have liked (e.g., appearance of scales or not being able to adjust position of wording when using sliders). More complicated to update "look and feel" of template and overall survey

Overall: Great experience overall and the support team is very helpful!

Very user friendly

Feb 06, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: It is very user friendly. It has done everything I've ever wanted to do. When I wanted to do more complicated processes, I called their customer support and they were so great to work with - always available and solved problems easily.

Cons: I'm not a fan of the results output on their website. When I have wanted to quickly see some results, it wasn't intuitive how to find that. So I always had to download the data and run the analyses myself.

I think I lack the understanding to use product to full

Mar 21, 2017
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Design. The graphs are nice to see trends.

Cons: When I click in to a survey, have to scroll through what seems like 'nonsense' for ages to get to the comment

Overall: The webiste seems amazing and full of information. It could be because I was used to the previous system, but when I first log on I'm struck by the amount of information and where I should actually look. The system vaguely makes sense but I find it confusing. I just want to know where to look to get the scores I need.

The overall design is nice, I feel I'm letting myself down by not being able to use it. I simply want to know my overall score, and the comments that go with my latest survey.

The filters at the top often don't work and I end up lost or with no information- I will only ever want to see my own score or my branch (perhaps in comparison).

Customer service and response time is fantastic A+

Qualtrics makes it easy to create and distribute professional, high quality surveys

Apr 27, 2018
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like all of the survey features that Qualtrics offers. You can use a large variety of question types with various response types (multiple choice, open ended, etc.). There are more advanced options to skip questions, send users to certain questions based on response from a prior question. Viewing results is made easy and it is easy to make sense of results.

Cons: Some of the advanced features for survey creation are not entirely clear regarding how to use them.

Overall: I was able to create and distribute high quality surveys with ease.

Capterra loader

Amazing customer support! I was so impressed with the experience and support I received.

Jun 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: Customer support when I don't know how to do something myself

Website Feedback Widget Survey

Oct 19, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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Pros: THe website feedback survey was included in our existing Qualtrics subscription eliminating the need for me to approach another supplier.

Cons: I received different advice from two different customer support officers. The latter one (CSR) was exceptionally knowledgeable and solved all of the issues I had.

Overall: As a digital manager/producer my biggest goal is to make things easier and faster for the user whether its a simple job of helping them select a new restaurant to eat at or something more complex such as paying their rates. Qualtrics eliminates the need for expensive, rushed, time consuming traditional face to face workshops by providing me real time experiences from actual users of our products. Qualtrics is a game changer in the digital transformation space.

Capterra loader

Great insights and support

Mar 12, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

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.

Supreme Customer Support

Aug 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Technical assistance comes with the product, which is a great benefit!

Mar 13, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: A lot of the software is intuitive. Logging on for the first time, a new user likely could put together a decent survey just going through the steps. Lots of functionality available here...the software does a lot of the background work for you.

Cons: Changes / updates are made without notice - at least I am not aware. When this happens I have to figure out where things are located now. There are also icons on the main screen that don't tell you they are shortcuts if you hold the cursor over them. You have to click on it to make it do something. There is likely a good deal of functionality available that I don't know anything about.

Overall: I was able to put together a rather complex survey in only a few hours.

Awesome support!

Jan 31, 2019
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The survey set-up itself is very intuitive. The Qualtrics support team are incredible!

Cons: After initial set-up, there are many nuances to the platform you need to stay on top of. Hence the awesome support team.

Overall: Getting customer feedback through Qualtrics is integral to our voice of customer program.