Qualtrics Customer Experience

4.5 / 5 13 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

13 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $299.00/year
  • 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 1990
  • 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

Qualtrics Customer Experience Reviews Recently Reviewed!

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.

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
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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.

Excellent company!

Nov 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Overall the software is excellent, easy to use and accomplishes everything needed. The customer service is impeccable. The setup to create online registrations, evaluations and capturing various kinds of information.

Cons: That there is no simple way to upload all survey's and print at one cohesive time versus printing each one individually.

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.

Exporting any files takes forever and navigation is very slow. Pages don't always display correctly

Oct 06, 2017
2/5
Overall
3 / 5
Ease of Use
1 / 5
Features & Functionality
5 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: I like the menu and the easy to read KPI's. I like that the fonts size is easy to read. There really aren't a lot of creative features to use that aren't arduous.

Cons: Overall the software has many conflicts when requesting data with filters and doesn't always display the data. I have to log out and back in because refreshing data doesn't help when nothing shows up. The only way is to log on/off

Overall: Metrics and standings for use with BMW programs

I have been using qualtrics for a year now. I am a happy customer. It has a unique appeal.

Oct 05, 2017
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: Flexibility. "Multiple choice" or "Matrix", everything works perfect. I also like the "Rich content editor" for editing the content. Another cool thing is you can add your own pictures if you so wish. My best application is the "side-by-side' table. It is awesome and saves a lot of space.

Cons: I wish it could support more editable diagrams. For example, I wanted to put an actual "Euroqol thermometer", a vertical thermometer-like scale from 0 to 100 to capture patient's/customer's well-being but I couldn't. I had to be content with a horizontal 'slider' that looks pretty but it does not fulfill the requirement of a standard survey where the actual picture is expected. In addition, I wish it would be possible to have a tick mark for a single choice apart from the awesome looking choice of radio buttons. But I think there is always a trade-off involved in the life as well as in the surveys.

Phenominal tool...definite learning curve to be able to build dashboard, but a massive time saver

Aug 28, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: once a dashboard is built, it makes seeing the data almost effortless - immediately. very easy to filter to get what you need

Cons: probably pricing - very expensive on a per user, annual basis...for a tool that I would consider essential to anyone who collects any amount of continuous data within a survey

Overall: the ability to cut and view NPS data using embedded data...by date, class, facilitator, etc.

Great and approachable

Aug 27, 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: Accessibility, the features are very intuitive. The customer service is very helpful. I recommended this at my current job as well!

Cons: Please change the feature where's responses are deleted after a week (even if we marked this). It is always helpful to have deleted data.

Overall: Great data

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.

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+

Customer service

Feb 22, 2017
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: ease of use

Overall: Customer support team was very good at helping me through things. Someone there probably deserves a raise

Outstanding

Jan 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I contacted Qualtrics with many questions and the customer service representative was outstanding. He was patience and extremely informative!!!!

great voc product

Oct 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: great voc product. qualtrics is so easy to use and gives us great insights into how our customer are doing. cant live with out it.