XM for Customer Experience Reviews

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.

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.

Qualtrics offers a broad variety to create an attractive survey with many different question types. Also, the data analysis and report functions are easy to use and have a great functionality. The customer support team is simply amazing! Helpful, fast, friendly and efficient. They even contact you via email if the problem could not be solved immediately (of course only if one agrees with being contacted).

The possibilities to export and translate the survey should be improved. Also, the design techniques (look & feel) could be created easier to use and more options would be nice.

Generally, I find Qualtrics to be pretty intuitive, but for things that are more complex, the Customer Support team is phenomenal!

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.

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.

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.

Ease of use and functionality and ability of the support team to talk assist you to do complex tasks

I have nothing that I don't like! This is a great program with great technical support that you don't have to wait on hold for hours to access.

Customer support team and very intuitive and easy UI. Advanced analytics incorporated in a research platform helps to do multiple tasks

Everything on the platform works pretty well. Nothing really that I don't like about Qualtrics software

I take a lot of online surveys and Qualtrics seems to be one of the best in terms of functionality and ease of use. I've never encountered an issue with this tool.

Honestly, I've never experienced an issue as a user of this survey platform.

This is simply the best software for monitoring customer/employee experience. At our company, we regularly send out surveys to keep track of the ever-changing opinions of our customers and employees. This is the simplest way to do so.

On two occasions I've reached out to technical support and waited on hold for 10+ minutes. The software is great but the customer support could use a little work.

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.

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 really like how I was able to listen to calls in real time and assist my agents.

I do wish that there was a stronger alert system to let agents now that there stats are falling.

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.

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.

Didn’t have much of a training session before using Qualtrics but it is very easy to pick up on and use. Quick and easy to create and edit surveys.

It would be very helpful if there was an undo button instead of having to reload the previous version in the event that you make a mistake.

Customers appreciate being able to fill out surveys on their mobile devices and their laptop computers.

I can't collaborate with colleagues when I write surveys

Qualtrics is fairly intuitive. But for a new user, it could become difficult.

Some of the features with text IQ is a little confusing. I would like to learn more and how to use it effectively to gain insight with open end responses.

Easy to use, many options for collecting surveys, and cost efficient

Needs expensive license for individual use, but has a free option that is limited.

Our organization enjoys the amount of visual data this software provides for us. We are easily able to deploy data gathering tools, like surveys, and get a quick real time overall view of the data. It is also easily broken down.

I think the price point is a little high for the value we get out of it. The software itself is easy to use to no real complaints other than the price.

Customer support is essential, especially when we just began using this software and encountered issues that we needed explained to us. Thankfully, the customer support was quick and responsive, which helped us out a lot. The software makes is extremely easy to collect and share data with those who need it. The organization especially stands out, as it is fairly user friendly (from what I have seen in comparison).

There are a few features that I have seen on similar software that could be beneficial, and definitely should be added. They are not make or break features, but it would be really helpful if they were added. I have experienced some glitches as well, but they were not too bad.

That I can design any kind of survey or assessment imaginable and for distribution on multiple platforms.

That the panels they supply for purchase are not cheaper. Most of the quotes I have received are well over the level per respondent.

Qualtrics provides awesome surveys to the clients. It's easy to do. I am an MTurk member and I do qualtrics survey regularly. It's fun and easy to do.

Nothing I found negative in qualtrics software.