Qualtrics

Qualtrics XM Platform started as a survey tool for our members, and I manage that relationship as the manager of research partners. Last year, we decided to upgrade to their full platform using all of the AI tools, and I managed that installation and entire project from implementation to passing it over to another manager who builds all the dashboards. We are now implemented to use everything on that platform and putting all of our data sources in there from a 360-degree view.

We are bringing in transcripts from our call center, our member surveys, and also member data from the healthcare uses that they do based on when a request is put in to pay for a claim. All of that tells us the full journey of what the members are doing, and we can display that in dashboards and track what are good high points where they're giving us quality reviews from a survey score or from a comment made in a call to one of our member support agents. We can also track when they have gone to have something done at one of the hospitals, and then we can send a post-service survey to them and capture that information. We can show a full lifestyle and journey of the members, and this helps us not only build better products and better plans to offer, but also find loopholes or problems where maybe a payment system isn't working or a website page isn't working. We don't just depend on the reports that those groups have based on raw data but get comments to fill in what and why is happening.

We added a company that specializes in creating those dashboards, and we've gone to a more advanced maturity for our feedback. This has caused one of our company's main goals to be based on likelihood to recommend, and the whole company's success each year depends on having that score reach the goals. We are not only deriving data and an attitude of data in making decisions at the company, but it also helps us specifically to increase and maintain the star value that the healthcare company has. We have a goal of reaching 4.5 stars and we did it this year, and staying up there in this tough healthcare space depends a lot on how we are teaching people to use their feedback better, and that's thanks to Qualtrics XM Platform.

We use the AI features of Qualtrics XM Platform. We had help from a company called Farlinium, who is a specialist in integrating that journey mapping with the AI. With their help, we were able to create the dashboards that are best for the product teams and the support teams to use because it doesn't help if nobody's looking at it. We've made new versions of reports and dashboards that are interactive and very easy to use to look at a comment if you want, or look at a group of comments, or look at thousands of comments, tens of thousands, or just one. It's very easy to scale up and down. Especially with open-end text and unstructured comments, the AI tool is great because it used to be we would have to download the comments and put them in Copilot or some other AI tool, but now we can do AI analysis right in Qualtrics XM Platform, which saves us extra steps and expenses.

Qualtrics XM Platform is deployed in my organization as a private cloud, and all the tools run on Qualtrics's server.

The best features Qualtrics XM Platform offers in my opinion include the survey tool, which is very easy to use, and we can do little short surveys with our member panel whenever we want. That's another area that I manage. We can also do long, longitudinal studies that go over years. Probably the best feature is that it can take many sources of data, not just survey data, but transcribed phone calls and claims data and auditor scores. It can take almost any data source and put it into that journey, and it just gives us a view that we've never had before. That's the number one thing.

Qualtrics XM Platform is the best in class not only just having a great survey tool, but also saying we're going to do more for you than just surveys. We're going to let you look at the whole journey. That is an amazing capability, and that's what brought us to invest more in Qualtrics XM Platform.

Since using Qualtrics XM Platform, we have moved a lot of the dashboard creation onto Qualtrics XM Platform instead of Tableau and some of the other systems we used to have that took analysts a long time to build. We've saved time with our analyst teams, both in analyzing data and producing reports and designing and deploying dashboards. It's much faster.

As easy as it was to connect our data sources with Qualtrics XM Platform, there were two or three out of the ten or so that we added that were a little bit trickier. Finding a way to get them in there and repeat the upload isn't always just Qualtrics XM Platform's fault. We have a lot of legacy platforms that we need to figure out how to make that work better. Having that work super smoothly and managing logins and some of that other stuff could always be a little bit easier and a little bit smoother. Admittedly, we could be better at providing the information, but that's something that could be improved.

I have been using Qualtrics XM Platform every day for the past four years and then some of the time for the past four or five years before that, so ten years in total. But I have been using it a lot more in the past four years.

Qualtrics XM Platform is stable. We have not had any trouble at all with the stability.

Qualtrics XM Platform can get as big as we ever could want. I believe there are companies much, much larger than us doing the same things that we're doing. We're still a smaller company, so we feel they can grow as much as we're willing to expand.

Customer support for Qualtrics XM Platform has been excellent. I don't know if we get some elevated support, but every time I have a question, somebody is ready to help me either through a chat right now or if I submit an email question, I usually get a response the same day or within one day. I also have a technical success manager that I can call, someone who is there to help me with whatever I need.

We used to use Tableau for a lot of our dashboards and we still use Tableau for some areas, but a lot of the CX and customer feedback data is moving to Qualtrics XM Platform.

My experience with pricing, setup cost, and licensing was that it was not cheap, but it wasn't crazy expensive. We looked at it and our finance people looked at it and said that based on the benefit we expected to receive, it was worth it. It wasn't hard to set up the licensing. They were generous with the hours and data amounts that we're able to use. We haven't bumped up against them at all. We're happy with it and we're even looking at expanding it.

We had help from a company called Farlinium, who is a specialist in integrating that journey mapping with the AI. With their help, we were able to create the dashboards that are best for the product teams and the support teams to use because it doesn't help if nobody's looking at it. We've made new versions of reports and dashboards that are interactive and very easy to use to look at a comment if you want, or look at a group of comments, or look at thousands of comments, tens of thousands, or just one. It's very easy to scale up and down. Especially with open-end text and unstructured comments, the AI tool is great because it used to be we would have to download the comments and put them in Copilot or some other AI tool, but now we can do AI analysis right in Qualtrics XM Platform, which saves us extra steps and expenses.

The biggest outcome we've seen since using Qualtrics XM Platform more extensively is that we've maintained our high star rating. It looked like we were going to go down because CMS is the one that scores us and it's very hard. The difference between a good star score and a bad one is very close. It's very important that we just maximize what we can. It helps us to make fast decisions based on what we can affect and what we can change. Because costs are going up, we can't always just be cheaper. We have to find value. Finding value is one way that this has helped us to talk to our members and see what they really value and what benefits they value over other benefits.

My experience with pricing, setup cost, and licensing was that it was not cheap, but it wasn't crazy expensive. We looked at it and our finance people looked at it and said that based on the benefit we expected to receive, it was worth it. It wasn't hard to set up the licensing. They were generous with the hours and data amounts that we're able to use. We haven't bumped up against them at all. We're happy with it and we're even looking at expanding it.

We evaluated two or three different survey vendors before choosing Qualtrics XM Platform. Press Ganey was one for regulatory research and we switched to Qualtrics XM Platform first for regulatory work away from Press Ganey. We also looked at Medallia a little bit, but we had other groups already using Qualtrics XM Platform for some things, and we just expanded into it.

I feel the output from Qualtrics XM Platform is as accurate and certainly better than a lot of the AI tools that I see and use that use the web and the internet because Qualtrics XM Platform looks at my data. It's counting things and analyzing comments that are in my company's specific data, in the surveys and call transcripts that we provide. It's not going outside to decide. It's using the vast amount of data I have from big hospital and insurance company customers. I feel we're bouncing our needs against companies just like us all over the country and the world. I feel it is safe and accurate because it's looking at just healthcare data and not being influenced by other things.

I would advise looking for a competitor and asking them how they are helping someone who is a competitor for you or does the same kind of work you do. They can often show how success is working in the same kind of work that you're doing. As a healthcare platform, they can show us what other companies that don't compete with us and are on the other side of the country are doing. They can say, "look at this dashboard, we can modify this for you." It's easy to see how that would benefit without having to try to imagine too much or having to do too much testing or custom work. They have category sets, for example, for text analysis and the AI models can be adapted based on what some similar insurance company or healthcare company is doing on the East Coast.

The governance and security of Qualtrics XM Platform is very good because as a healthcare company with a unified system, we have a hospital system and an insurance system with personal data from members. They have to be great or we wouldn't partner because we load member information and patient information onto that and it has to be safe. We can't afford to risk that. Qualtrics XM Platform has done their job to make sure that we feel comfortable that there's not going to be any data loss or any problems with member data. I would rate this review a 9 overall.

As a Program Management Associate, I have been using Qualtrics XM Platform for the past three to four months to create, distribute, and analyze surveys, helping collect stakeholder feedback and track program-related insights for decision-making.

A recent example was creating and managing an internal program feedback survey to gather participant satisfaction and improvement suggestions. Using Qualtrics XM Platform, I collected responses, analyzed trends through dashboards, and shared insights with stakeholders, which helped identify areas for improvement and enhance future program planning.

Besides creating surveys, I also use Qualtrics XM Platform to monitor response rates, analyze feedback trends, and generate reports for stakeholders. It helps streamline the feedback collection process and supports data-driven decision-making for program involvements.

Qualtrics XM Platform has improved our ability to collect and analyze feedback efficiently, leading to more informed decision-making and better program management. One key improvement has been faster access to stakeholder insights through automated reporting and dashboards, which helps identify areas for improvement and supports continuous program enhancement.

Qualtrics XM Platform's best features are its easy-to-use survey builder, real-time reporting dashboards, advanced analytics, and automated survey distribution. In my day-to-day work as a Program Management Associate, I find the reporting and analytics dashboards most valuable because they help me quickly analyze feedback, identify trends, and share actionable insights with stakeholders.

What I appreciate most about the reporting and analytics dashboards is the ability to view response trends and key metrics in real-time through interactive dashboards and charts. Summary visualizations, such as response distributions and trend charts, help me quickly identify patterns, measure participant satisfaction, and create stakeholder reports without spending much time manually analyzing data.

An additional feature I appreciate about Qualtrics XM Platform is the platform's ease of use. Creating surveys, distributing them, and generating reports can all be done from a single interface, which saves time and makes feedback management much more efficient.

Qualtrics XM Platform has improved our ability to collect and analyze feedback efficiently, leading to more informed decision-making and better program management. One key improvement has been faster access to stakeholder insights through automated reporting and dashboards, which helps identify areas for improvement and supports continuous program enhancement.

Qualtrics XM Platform is a powerful platform, but some advanced reporting and dashboard customization features can have a learning curve for new users. Simplifying these configurations and providing more guided workflows for complex analytics would definitely make Qualtrics XM Platform even more user-friendly.

It would also be helpful to have more out-of-the-box dashboard templates and simpler integration setup for common business tools. While Qualtrics XM Platform is feature-rich, making advanced features easier to discover and configure would improve the experience for newer users.

I have been working as a professional in my current field for more than two years.

Qualtrics XM Platform has been very stable in my experience. Over the past three to four months of use, I have not encountered any significant downtime or reliability issues. Survey creation, response collection, reporting, and dashboard access have been consistently available and performed well.

Qualtrics XM Platform has scaled well for our needs. It can handle multiple surveys, large numbers of responses, and reporting requirements without any noticeable performance issues. While I have used it for only three to four months, it has been able to support our projects effectively as feedback collection and reporting needs have increased.

I have not personally needed to contact Qualtrics XM Platform customer support, as the platform has been stable and easy to use. Based on available resources, the documentation, knowledge base, and training materials have been sufficient for the tasks I have worked on.

I did not personally use a different solution before Qualtrics XM Platform. Qualtrics XM Platform was already the standard platform used within the organization for survey management, feedback collection, and reporting when I started using it. It was the only advanced platform that the organization has introduced from the past six months, and I have been using it for the past three to four months.

I was not directly involved in pricing or licensing decisions, but from a user's perspective, the setup was straightforward since Qualtrics XM Platform is a cloud-based SaaS platform. There was no infrastructure setup required on our side, and access to the platform was provisioned quickly, allowing us to start creating surveys and analyzing feedback with minimal effort.

I do not have specific ROI metrics, but Qualtrics XM Platform has helped save time by automating survey distribution, response collection, and reporting. Tasks that would otherwise require manual data consolidation and analysis can be completed much faster, allowing teams to focus more on acting on insights rather than gathering them.

I was not directly involved in the evaluation or selection process of Qualtrics XM Platform, so I cannot speak to which alternatives were considered. By the time I started using it, Qualtrics XM Platform had already been selected as the organization's standard solution for survey and feedback management.

I would recommend Qualtrics XM Platform to organizations that need a robust solution for survey management, feedback collection, and experience analytics. My advice would be to take advantage of its reporting and dashboard capabilities. Start with standard templates and invest some time in learning the advanced analytics features to get the most value from Qualtrics XM Platform. I would rate this product a nine out of ten.

We have been using Qualtrics XM Platform for the last two years. We use Qualtrics XM Platform in Roche enterprise context across multiple applications to collect feedback, surveys, responses, and experience data, as well as analytics data. The main use case includes internal surveys, user feedback, application feedback, employee or stakeholder experience, measurements, and analytics-driven decision support. It is useful when we need a structured way to collect responses from different groups, analyze the results, identify trends, and share insights with the right teams. In large organizations like Roche, the value is that multiple teams can use a common platform for feedback collection instead of building separate survey and analytics workflows for every application.

For example, we have an application called eLabDoc, and similarly, we have multiple applications that are using Qualtrics XM Platform. In eLabDoc, which is a public domain application accessible to everybody in the world, we collect data about how many daily users are active on the application, what features they are using, and any feedback they want to give. We collect all this data to improve our application and to notify the stakeholders about the results.

The most valuable features of Qualtrics XM Platform are survey design, response collection, analytics dashboard, reporting, and the ability to manage feedback across multiple channels and use cases. It makes it easy to create surveys, distribute them, collect structured responses, and analyze the results. I also value the analytics and reporting capabilities because the data can be converted into insights for product teams, application owners, and service teams.

Qualtrics XM Platform has improved the workflow by providing a centralized and standardized way to collect feedback and analytics data across multiple applications inside Roche. Instead of relying on ad hoc platforms, spreadsheets, or custom-built feedback forms, teams can use a common platform with better reporting and governance. It helps application owners and business teams to understand the user experience, satisfaction, pain points, adoption issues, and improvement opportunities. The integration of this was very easy for the developers, and collecting the data was far better. It improved operations, as there are no manual efforts required for multiple teams and multiple applications to build feedback solutions. In the context of Roche, the biggest benefit is that feedback can be collected consistently and converted into actionable insights for improving applications, services, and processes.

The main area for improvement is usually the advanced configuration. Basic surveys are easy to create, but more complex workflows, branching logic, embedded data, integration, dashboards, as well as advanced analytics can require a learning curve. Dashboard customization and reporting could be more intuitive for non-technical users. Qualtrics XM Platform is powerful, but some business users may need training to build polished reports or complex analytics views.

I am not rating it higher because advanced configuration can be complex, reporting customization has a learning curve, and pricing and licensing need careful governance.

Qualtrics XM Platform is stable and reliable for server distribution, response collection, and analytics reporting. It is also suitable for regular enterprise feedback programs and application-driven analytics use cases. In my experience, the platform handles survey creation, response tracking, and reporting well. Reliability also depends on how well the surveys are designed and how clearly ownership is defined for every feedback. It is stable because it is already reliable for survey distribution and response collection.

In terms of scalability, Qualtrics XM Platform scales well for large organizations because it can support multiple teams, applications, feedback programs, survey types, and analytics dashboards from one platform. The scalability value comes from standardization, as the templates are common, the way of data collection is common, and the patterns are common. Access control and reusable reporting practices are also available. It is highly scalable.

I have not needed much direct vendor support for basic survey and analytics use cases because the platform is generally usable once the setup is clear. I have reached customer support once for some initial setup, and it was very good at that time.

The integration of Qualtrics XM Platform was very easy for the developers, and collecting the data was far better.

Time has been saved significantly because for every application, developers do not have to make custom feedback forms. It is already compatible with every application that we are using and is something standardized in Roche. It is easier for any user inside Roche to give feedback or to collect any data.

Regarding pricing, I am not aware of it because Roche admin team already manages it. I am not involved in it, so I really do not know about the cost.

I have compared Qualtrics XM Platform with SurveyMonkey Enterprise, Microsoft Forms, and Google Forms.

Regarding my client's use cases, they are using Qualtrics XM Platform to measure customer experience, employee experience, conducting market research, and measuring digital experience.

As a consultant, I believe the biggest advantages of Qualtrics XM Platform are that it stands out mainly because it is not just a survey platform; you can manage experience throughout the whole process. You can listen and understand the data that you are collecting through very easy-to-define and easy-to-use dashboards. It may be easier to learn Qualtrics XM Platform for people who do not have knowledge of data and analytics because it features a drag-and-drop dashboard system. You can also close the loop directly from the platform, as it has a ticketing system.

Regarding the closed-loop feedback system in Qualtrics XM Platform, it helps customers address issues by creating customizable workflows that are triggered when a response comes in. You can activate a workflow that creates a ticket if that response meets certain requirements, for example, if it is a detractor customer or has a problem with a certain issue that I am following up on. Then, you can create a ticket and an email, assign it to different groups or nations, and give it a priority.

When discussing AI analytics in Qualtrics XM Platform, a few years ago, they started working with something called Text iQ, which is an NLP system for verbatim analysis. You can build a topic tree, and it assigns a sentiment level automatically, including sentiment and effort, which is really valuable for digital. This is one of the first features I started working with, and they have since added generative AI functionalities. One thing I really appreciate as a consultant is that you can switch these features on and off depending on the level of maturity that a company has with AI, allowing companies to turn it off if they do not want it.

The integration with Qualtrics XM Platform is seamless as you have a huge catalog of native connectors for different integrations. I have used Salesforce and Zendesk, as well as SFTP for ETL, and those were quite seamless connections that were really easy to set up because they are available in the platform's interface. You do not need someone specialized in technology to do it; you can follow the steps in the documentation. You can, of course, use the API if you require more customization for different systems that do not have native connectors.

On the negative side of Qualtrics XM Platform, I see that there could be improvements. There were few ways of analyzing unstructured data aside from Text iQ. Customers are trying to analyze not just survey feedback but also contact center calls and chatbot chats to avoid asking customers for information that may already be in the organization's existing data. I thought that was a good point they needed to cover, and I believe they are launching or have launched that this year, though I have not tried it yet.

Regarding potential improvements for Qualtrics XM Platform, they have created a feature that allows you to analyze data that does not come from surveys, such as support calls and chatbot interactions, which is valuable.

I have been working with Qualtrics XM Platform for approximately six years.

I have not been working with any other products for customer experience management or customer feedback similar to Qualtrics XM Platform recently.

In terms of the installation process and deployment of Qualtrics XM Platform, it depends on the product you are implementing and your technology maturity. As a consultant, I observe that many companies need a push to set this up, but you do not necessarily need one because the configurations are accessible in the interface. With sufficient time and resources, you could set yourself up on the platform, but larger organizations may require consulting services.

Regarding ROI with Qualtrics XM Platform, it is observable if used correctly. If you use it as if it were SurveyMonkey, then there is no value in paying for it. However, if you have a team that genuinely wants to focus on CX and the necessary resources, then you should definitely invest in it. It is the Ferrari of XM platforms.

I do not think Qualtrics XM Platform is really expensive; it is a world-class platform that adapts to different price ranges of companies. It is not cheap, but it offers really different types of packages you can buy, so you can start with a cheaper one and then upgrade your license.

In comparing Qualtrics XM Platform to similar products, I find it quite superior. That is why it is the product we choose to use. We have analyzed other options, though I have not actually used them. We found that other products, which may be considered cheaper for customers who cannot afford Qualtrics XM Platform, typically have fewer features and a more difficult interface. Setting them up often requires add-ons or special consulting, costing almost the same as Qualtrics XM Platform, which does not make any sense.

I believe that Qualtrics XM Platform remains the best product. We have analyzed other options, and those alternatives appear to have fewer features and a more challenging interface, thus justifying our choice of Qualtrics XM Platform.

I assess the effectiveness of Qualtrics XM Platform in capturing detailed feedback from surveys as very effective. You can customize the exact type of survey that you want, assessed or not assessed, with almost 20 or 25 types of questions that range from simple multiple-choice questions to video-type questions where customers can upload a video with the answer. The platform transforms speech to text and analyzes sentiment, achieving a high level of detail in one of those questions in the survey.

In terms of metrics tracked in the dashboard of Qualtrics XM Platform, I focus on NPS, CSAT, CES, and FCR, but it depends on the business case since I work across industries and different use cases. We are trying to start incorporating churn and customer lifetime value (CLV), which is also critical for us.

I rate this product with a review rating of 10.