Comprehensive feedback programs have transformed how we analyze customer and employee experiences
What is our primary use case?
Our firm has partnered with Qualtrics XM Platform, delivering solutions to our clients. We use Qualtrics XM Platform for customer feedback collection, including relationship surveys and transactional surveys that automate surveys from different CRM solutions. We also collect responses through pop-up and passive surveys on websites and apps to improve response rates. Additionally, we use Qualtrics XM Platform for inspection services for brands in the US where we rate their store arrangements and product availability. We handle EX engagement surveys and lifecycle surveys as well.
I use the closed-loop feedback system extensively, and for the brands I've mentioned, I highlight that Qualtrics XM Platform includes location-based ticketing functionality, which assigns tickets to location partners and automates escalations while providing insightful reporting on ticketing.
AI-driven analytics in Qualtrics XM Platform is very useful for scenarios involving text analysis, as it automatically creates topics and categories, performs sentiment analysis, and provides summaries similar to Amazon reviews, making it widely accepted by clients for its meaningful insights.
I am very effective in collecting detailed feedback from surveys with Qualtrics XM Platform, as I have followed research methodologies for almost seven years, ensuring we understand the data before launching something and confirming its effectiveness in collecting the responses properly.
What is most valuable?
The main capabilities of Qualtrics XM Platform are writing complex surveys, which we do not have in other survey software. It is intuitive and easy to learn for training others, and we can highly customize everything from surveys to emails, along with effective dashboarding featuring AI functionalities.
Integrations with Qualtrics XM Platform are highly customizable, providing out-of-box solutions such as Salesforce and methods to get data from multiple systems through various integrations, including file or API calls, allowing for effective analysis once survey responses are collected.
What needs improvement?
The building performance of Qualtrics XM Platform for back-end builders can be improved, as it has been a bit slow. However, Qualtrics XM Platform has become faster at implementing community-requested features.
For how long have I used the solution?
I have been working with Qualtrics XM Platform for seven and a half years.
What do I think about the scalability of the solution?
Qualtrics XM Platform is one of the most scalable solutions among survey platforms based on my experience. The transition from less scalable platforms has led clients to choose Qualtrics XM Platform.
Which solution did I use previously and why did I switch?
I have participated in the initial setup of Qualtrics XM Platform by working with multiple clients to implement it from the very start, transitioning from other survey software and managing the challenges of change management. Once clients start using Qualtrics XM Platform, they appreciate its user-friendliness.
What other advice do I have?
Qualtrics XM Platform has changed a lot, and I am happy to share my updated review. The pricing of Qualtrics XM Platform varies based on response numbers and has changed a lot recently, but I am not completely aware of the specifics. I would rate Qualtrics XM Platform as a nine out of ten.
Flexible and Feature-Rich CX Platform
What do you like best about the product?
What I like most is the platform’s flexibility and depth. It allows us to design highly customized surveys with advanced logic, segmentation, and targeting. For example, using its advanced survey logic such as display logic and branch logic, I can design a CSAT survey where customers only see relevant questions, which strongly improve response quality and reducing survey fatigue, It also enables highly targeted insights without needing separate survey for each target audience segment.
What do you dislike about the product?
The platform can feel complex for new users, particularly those who only need basic survey functionality. There is a learning curve due to the breadth of features and configuration options. Additionally, the pricing can be higher compared to lighter-weight survey tools, which may be challenging for smaller teams or organizations with limited budgets.
What problems is the product solving and how is that benefiting you?
It helps centralize customer feedback collection and transforms it into actionable insights. By capturing feedback across multiple channels (e.g. email, web, and other touchpoints), we can systematically measure satisfaction, identify trends, and pinpoint areas for improvement. This also supports us with data-driven decision-making, improves customer retention strategies, and enables leadership to monitor experience metrics like NPS, CSAT, and CES in a structured and scalable way.
Powerful Insights for Enhanced Customer Experience
What do you like best about the product?
I like how Qualtrics Customer Experience solves problems for customers and improves their experience. The customer XM feature helps businesses understand customer journeys and feedback, providing insights to personalize experiences, predict behaviors, and address issues.
What do you dislike about the product?
I think Qualtrics Customer Experience could be improved by simplifying the interface, enhancing reporting customization, and integrating more driven insights.
What problems is the product solving and how is that benefiting you?
I use Qualtrics Customer Experience for managing and collecting feedback, understanding customer and employee experiences, and making informed decisions to improve satisfaction.
Powerful Platform for Customer Experience Insights
What do you like best about the product?
Qualtrics provides deep insights into customer feedback with strong analytics and reporting capabilities. The platform makes it easy to collect, analyze, and act on customer experience data across multiple touchpoints.
What do you dislike about the product?
The platform can feel complex, especially for new users, and setting up advanced workflows takes time. Pricing is also on the higher side for smaller teams.
What problems is the product solving and how is that benefiting you?
Qualtrics solves the problem of fragmented customer feedback by bringing all experience data into one place. This helps identify pain points faster, improve customer satisfaction, and make more informed, data-driven decisions.
Powerful, Flexible Survey Engine with Robust Integrations and Access Controls
What do you like best about the product?
An extremely powerful survey and feedback engine with flexible question logic and branching. It also offers multi-language support, along with native integrations and a robust API and webhooks for building custom pipelines. I also appreciate the fine-grained, role-based access controls.
What do you dislike about the product?
It has a powerful but fairly complex UI that can feel overwhelming at first, and it may be overkill for some simpler use cases.
What problems is the product solving and how is that benefiting you?
It definitely helps me understand the customer base’s emotions and overall sentiment. It also speeds up the analysis and categorization of feedback.
Effortless Survey Creation and Analysis
What do you like best about the product?
This tool is extremely useful for creating and distributing surveys, as well as for managing templates whenever necessary. It also makes analyzing survey reports much easier.
What do you dislike about the product?
We didn't receive much beyond the support we specifically requested.
What problems is the product solving and how is that benefiting you?
The platform addresses both customer and employee satisfaction by providing responses based on specific questions. This approach helps ensure that feedback is relevant and tailored to the needs of each group.
Qualtrics Customer Experience
What do you like best about the product?
Qualtrics allows my business to gain key insights into the whole Customer experience from start to finish. in this way we can improve on customer satisfaction and retention. The data gained from Qualtrics helps us to make improvements to our customer service procedures.
What do you dislike about the product?
The only thing I find frustrating with Qualtrics is that sometimes the downloaded raw data excel files is not in the right structure to find what i am looking for. It takes alot of data scrubbing to get what I need.
What problems is the product solving and how is that benefiting you?
Qualtrics is solving our Customer Experience problem so that we can have feedback for what our guests are saying and address those issues.
Powerful Insights and Flexibility for Customer Experience
What do you like best about the product?
The biggest strength of Qualtrics Customer Experience is how well it combines structured survey data with unstructured customer feedback at scale. The text analytics capabilities, especially Text iQ, make it possible to turn open-ended responses into meaningful insights rather than just anecdotal quotes.
I also like the flexibility of the platform. It supports complex survey designs, multiple data sources, and customizable dashboards that can be tailored to different stakeholders. Once set up properly, it becomes a strong system for ongoing Voice of Customer programs and trend tracking over time, not just one-off surveys.
What do you dislike about the product?
The main challenge with Qualtrics Customer Experience is the learning curve. While the platform is very powerful, it takes time and experience to use advanced features like Text iQ, Stats iQ, and complex dashboards effectively. Without clear governance or best practices, it is easy to create noisy or inconsistent results.
The interface can also feel overwhelming for new users, with multiple tools and configuration options that are not always intuitive. In addition, performance can slow down when working with very large datasets or highly customized dashboards.
What problems is the product solving and how is that benefiting you?
Qualtrics Customer Experience helps us centralize customer feedback and connect it across multiple sources so we can understand both what customers are saying and why. Instead of relying only on high-level metrics, we can analyze open-ended feedback at scale and identify the key drivers behind customer sentiment.
This benefits us by enabling more informed decision-making and prioritization. Teams can move from anecdotal feedback to data-backed insights, track trends over time, and align on specific areas for improvement. As a result, customer feedback becomes more actionable and easier to share across stakeholders.
Powerful, User-Friendly Platform with Excellent Support
What do you like best about the product?
Qualtrics is a powerful platform for collecting and analyzing customer feedback at scale. It offers robust survey design, advanced analytics, and strong reporting capabilities that help turn feedback into actionable insights. The platform is highly flexible and supports complex use cases for our company. While the interface can feel complex initially, it becomes very effective once users are familiar with its features. Overall, Qualtrics is an excellent solution for organizations focused on data-driven experience management.
Its quite easy to use and even non-experts are able to build new surveys and pages easily in Qualtrics. They also have a great customer support who quickly helps us find solutions to our problems if we are stuck with any use case.
What do you dislike about the product?
It can be an expensive tool. For using its advanced features some training might be needed and specially to integrate it with other tools in your organization.
What problems is the product solving and how is that benefiting you?
We run our NPS surveys via Qualtrics. Best thing is it helps create unique survey links for large database of our customers. We are able to customize their survey journey easily depending on what use cases we have. So its amazing to build a very complex survey easily with Qualtrics.
Powerful Platform for Customer Insights
What do you like best about the product?
The platform makes it easy to capture customer feedback from multiple channels in one place.
The dashboards and reporting tools provide clear, actionable insights for decision-making.
What do you dislike about the product?
The platform can feel overwhelming at first due to the wide range of features.
The learning curve is steep—new users often need training to get the most out of it.
What problems is the product solving and how is that benefiting you?
It helps us collect customer feedback across multiple touchpoints, giving us a unified view of customer sentiment. This allows us to identify pain points quickly and improve the overall experience.
