Qualtrics CustomerXM

Customer experience management (CXM) platform

About Qualtrics CustomerXM

Qualtrics CustomerXM is a customer experience management (CXM) platform designed to help businesses collect feedback from across multiple channels and improve the digital customer journey. Key features include personalized consumer insights, trend analysis, online reputation management, and behavior-based predictions.

With Qualtrics CustomerXM, users can increase customer engagement and capture feedback from multiple channels such as email, SMS, web, mobile apps, and IoT devices. Using Qualtrics’ AI tools, users can also review customer interactions from phone calls, social media, and third-party review sites. Businesses can utilize this data along with Qualtrics’ Net Promoter Scores (NPS) to analyze consumer satisfaction, create customer segments based on loyalty, and benchmark competitor scores.

Qualtrics CustomerXM’s reporting and analytics features enable managers to track all customer interactions and feedback with executive dashboards, pre-configured reports, and predictive analytics. Businesses can manage their online reputation, increase positive reviews, analyze engagement trends, and improve customer retention. Users can also monitor key consumer drivers with Qualtrics’ voice of the customer (VoC) program, which provides actionable insights into customer satisfaction and behavior patterns.

Pricing starting from:

US$1 500,00/year

  • Free Trial
  • Free Version
  • Subscription

Devices

Business size

S M L

Markets

Australia, Brazil, Canada, China, Germany and 5 others, United Kingdom, India, Japan, Mexico, United States

Supported Languages

Chinese, Dutch, English, Finnish, French and 7 others, German, Irish, Italian, Japanese, Korean, Spanish, Traditional Chinese

Pricing starting from:

US$1 500,00/year

  • Free Trial
  • Free Version
  • Subscription

Images

Qualtrics CustomerXM expert review
Qualtrics CustomerXM in app feedback
Qualtrics CustomerXM survey
Qualtrics CustomerXM mobile app interface
Qualtrics CustomerXM multi-channel communication
Qualtrics CustomerXM voice analytics dashboard
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Qualtrics CustomerXM video
Qualtrics CustomerXM screenshot: Qualtrics CustomerXM expert review Qualtrics CustomerXM screenshot: Qualtrics CustomerXM in app feedback Qualtrics CustomerXM screenshot: Qualtrics CustomerXM survey Qualtrics CustomerXM screenshot: Qualtrics CustomerXM mobile app interface Qualtrics CustomerXM screenshot: Qualtrics CustomerXM multi-channel communication Qualtrics CustomerXM screenshot: Qualtrics CustomerXM voice analytics dashboard

Features

Total features of Qualtrics CustomerXM: 64

  • 360 Degree Feedback
  • API
  • Action Management
  • Activity Tracking
  • Alerts / Escalation
  • Anonymous Feedback
  • Approval Process Control
  • Artwork Management
  • Assignment Management
  • Behavior Tracking
  • Brand Guidelines
  • CRM
  • Call Center Management
  • Campaign Management
  • Case Management
  • Change Management
  • Churn Management
  • Communication Management
  • Complaint Management
  • Complaint Monitoring
  • Contact Management
  • Customer Complaint Tracking
  • Customer Experience Management
  • Customer Segmentation
  • Customizable Branding
  • Dashboard
  • Digital Asset Management
  • Email Management
  • Email Marketing
  • Feedback Management
  • Fulfillment Distribution
  • Issue Tracking
  • Knowledge Management
  • Membership Management
  • Mobile Survey
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Distribution
  • Multi-Language
  • Multiple Output Formats
  • NPS Survey Structure
  • NPS of Customers
  • NPS of Employees
  • Negative Feedback Management
  • Predictive Analytics
  • Project Management
  • Pulse Surveys
  • Quality Assurance
  • Reporting/Analytics
  • Routing
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Survey/Poll Management
  • Surveys & Feedback
  • Territory Management
  • Text Analysis
  • Text Fields
  • Third Party Integrations
  • Trend Analysis
  • Workflow Management

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Reviews

Overall rating

4,7 /5
(218)
Value for Money
4,5/5
Features
4,6/5
Ease of Use
4,4/5
Customer Support
4,7/5

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Showing 5 reviews of 218
Bryce H.
Overall rating
  • Industry: Education Management
  • Company size: 501-1 000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great Product, Great People

Reviewed on 2018/08/03

As a higher education professional, we have to process students accurately and efficiently, and...

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.

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.

Prathamesh M.
Overall rating
  • Industry: Retail
  • Company size: 1 001-5 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Survey platform with features and functionality with ease of use.

Reviewed on 2019/12/16

Overall, Qualtrics is an excellent survey tool. It is standard survey tool for market research...

Overall, Qualtrics is an excellent survey tool. It is standard survey tool for market research firms and universities where the aim to collect data using an interactive yet ease to use platform. Basic data visualization is good for keeping track of the descriptives. Customer support comes at a price though works well if your firm is inclined to make Qualtrics use efficient. Managing multiple projects is a piece of cake for this tool. Making the process effective and efficient is an another benefit. Qualtrics helps researcher to build a solid foundation of a chain of projects that they can lead from a single library. The benefits of Qualtrics overweigh the pros making it an ideal survey tool for researchers. Overall, Qualtrics is highly recommended to users.

Pros

Qualtrics customer experience is a great survey to measure customer satisfaction using the online survey tool. It is very flexible and very functional with a very user friendly layout to help build better surveys for customers and participants. Building surveys is painless and requires minimum knowledge. It is easy to create surveys using the drag and drop option with many features which help you select the question type. In one of the projects that I recently completed I was able to use the semantic differential scale function for understanding how people evaluate a new product concept on its strength and weakness. Other scales are also accessible for other question types. In another project that I completed I did use nominal scale for dichotomous questions, ordinal scale for rank order questions, and likert scale for likeliness questions. It was great experience having so many features available to customize in Qualtrics. Qualtrics allows you to create and store surveys. When you store surveys you can actually store the whole survey as well as store individual sections, blocks, and questions. It is very easy to replicate the sections and blocks from one survey to other. Surveys can be shared between different projects. At my workplace we maintain a shared library with survey templates and we also maintain a personal library for current and former projects. Overall building, storing, and recreating surveys is great feature of qualtrics customer experience.

Cons

Qualtrics is a great tool with features and functionality, but it is sometimes hard for everybody to get a hang of it. Some users require training on certain features, customer support is a great help for those queries, but it comes at an additional cost. Also, the wait times are very long . Qualtrics is a high cost tool and it doesn't have many packages to choose from. Small and midsize research firms should look for low cost basic tools for their surveys if they are not looking for sophisticated solutions. Qualtrics offers wide range of sophisticated solution which includes different type of scale, questions, visualization display etc. Many companies are not interested in such solutions they are happy with basic solution with basic questions which can lead to descriptive statistics. For such firms Qualtrics packages would be expensive. For advance statistics methods like regression, factor analysis, etc. The data analysis and data cleaning options offered by Quatrics are very insufficient. This mainly happens for scientific studies which involve complex multivariate statistics. Sometimes there is an issue with its adaptability with different browsers, we had this issue at our workplace where qualtrics wasn't working that fine with internet explorer. External panel management tools find it hard to integrate with qualtrics and this remains a huge challenge to overcome if an external vendor is used for sample management. Reporting capabilities are very limited to graphs.

Madison N.
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 11-50 Employees
  • Used Other for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Extensive Survey and Analysis

Reviewed on 2021/04/08

Overall, Qualtrics is a great tool for students and employees to use, gather and analyze data.

Overall, Qualtrics is a great tool for students and employees to use, gather and analyze data.

Pros

Qualtrics allows customers to create surveys, keep track of replies and use a variety of templates. The summary reports and filtering are also beneficial as they do most of the analysis work for you!

Cons

In order to get more extensive features and types of survey questions you will need a paid subscription to Qualtrics.

Geoffrey F.
Overall rating
  • Industry: Education Management
  • Company size: 2-10 Employees
  • Used Monthly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

"Flexible" and "Adaptable" Platform = Emperor's New Clothes

Reviewed on 2020/02/12

They sold their platform well. The templates and widgets were impressive. The problem: what they...

They sold their platform well. The templates and widgets were impressive. The problem: what they called "flexible" and "adaptable" really meant that I had to build everything on my own dashboard ... and these aren't exactly intuitive platforms for the non-expert. I eventually figured out that I was left naked like the emperor--sold an empty idea without substance. And then there's the overall customer service experience--quick to invoice but slow to setup and support. My problems began more than six months ago. I asked to terminate my contract, so they've disabled my account, but they still haven't issued a refund.

Pros

Some of the dashboard tools are impressive.

Cons

This platform is not useful for small- and mid-size businesses, or those using it for unique program solutions. If you hear words like "flexible" and "adaptable" in what they're describing, RUN! They're dashboard is really impressive, but what they don't tell you is that if you aren't using for a standard, pre-set application, then you'll have to build it yourself--and it is by no means intuitive. My small team sat through hours of training before learning that we had to build our own dashboard.

Harmony B.
Overall rating
  • Industry: Religious Institutions
  • Company size: 2-10 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Qualtrics CustomerXM Review

Reviewed on 2021/02/17

I am solving analytics issues and keeping track of where we are at in a business standpoint of what...

I am solving analytics issues and keeping track of where we are at in a business standpoint of what consumers are liking and not liking and if there are changes that need to be made

Pros

The product is very easy to use. I like that the format is clean cut and clear with not a lot of information to sort through.

Cons

I do not really use it enough to make an informed decision or to have an opinion on the software on what I do not like. so

Showing 5 reviews of 218 Read all reviews

Qualtrics CustomerXM FAQs

Below are some frequently asked questions for Qualtrics CustomerXM.

Qualtrics CustomerXM offers the following pricing plans:

  • Starting from: US$1 500,00/year
  • Pricing model: Free, Subscription
  • Free Trial: Available

Contact Qualtrics for pricing information.

We do not have any information about Qualtrics CustomerXM features

Qualtrics CustomerXM has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

Qualtrics CustomerXM supports the following languages:

Chinese, Dutch, English, Finnish, French, German, Irish, Italian, Japanese, Korean, Spanish, Traditional Chinese

Qualtrics CustomerXM supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Qualtrics CustomerXM integrates with the following applications:

Adobe Analytics, ClickTale, Decibel Insight, Dynamics 365 Business Central, Freshdesk, Grade.us, Jira, Marketo Engage, Quantum Metric, ReviewTrackers, Salesforce Sales Cloud, ServiceNow, Slack, Tableau, Tray.io, Zapier, Zendesk

Qualtrics CustomerXM offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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