Qualtrics CustomerXM

Customer experience management (CXM) platform

4,7 /5 (214 reviews) Write a Review!

Qualtrics CustomerXM Overview

What is 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.

Qualtrics CustomerXM Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

Contact Qualtrics for pricing information.


Qualtrics CustomerXM Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
Chinese (Simplified), Chinese (Traditional), Dutch, English, Finnish and 8 others, French, German, Irish, Italian, Japanese, Korean, Spanish, Taiwanese

Media

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
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

Qualtrics CustomerXM Reviews

Qualtrics CustomerXM Reviews

Overall rating
4,7
/
5
Excellent
161

Very good
46

Average
5

Poor
1

Terrible
1

Value for Money
4,5
Features
4,6
Ease of Use
4,4
Customer Support
4,7
97% recommended this app
Bryce H.

Great Product, Great People

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.


Prathamesh M.

Survey platform with features and functionality with ease of use.

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.


Tito P.

Easy to Deploy, Great Data Gathering tool

Our organization has been better able to gather necessary data from our patrons which has allowed for more informed decisions making on many aspects of the school district over the past few years.


Geoffrey F.

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

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.


Andrea L.

Friendly, complete and functional

It is a powerful software, intuitive in many aspects, the surveys have a level of customization of flows, jumps, embedded data that I think is great and super necessary to customize the studies according to your audience. It has allowed me to organize my work as an Customer Voice Analyst and make contact with my clients more personalized and accurate, in addition to facilitating the work of analyzing responses and obtaining good conclusions, numerically and graphically. It is definitely an enhancer with all its functionalities and that is why I hope you continue to develop some requests that are very necessary to continue exploiting the potential of this tool.


Bryce H.
Industry: Education Management
Company size: 501-1 000 Employees

Great Product, Great People

Used Daily for 6-12 months
Reviewed on 2018/08/03
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Prathamesh M.
Industry: Retail
Company size: 1 001-5 000 Employees

Survey platform with features and functionality with ease of use.

Used Daily for 2+ years
Reviewed on 2019/12/16
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Tito P.
Industry: Education Management
Company size: 1 001-5 000 Employees

Easy to Deploy, Great Data Gathering tool

Used Weekly for 2+ years
Reviewed on 2020/10/06
Review Source: Capterra

Our organization has been better able to gather necessary data from our patrons which has allowed for more informed decisions making on many aspects of the school district over the past few years.

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Geoffrey F.
Industry: Education Management
Company size: 2-10 Employees

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

Used Monthly for 6-12 months
Reviewed on 2020/02/12
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Andrea L.
Industry: Telecommunications
Company size: 5 001-10 000 Employees

Friendly, complete and functional

Used Daily for 1+ year
Reviewed on 2020/09/12
Review Source: Capterra

It is a powerful software, intuitive in many aspects, the surveys have a level of customization of flows, jumps, embedded data that I think is great and super necessary to customize the studies according to your audience. It has allowed me to organize my work as an Customer Voice Analyst and make contact with my clients more personalized and accurate, in addition to facilitating the work of analyzing responses and obtaining good conclusions, numerically and graphically. It is definitely an enhancer with all its functionalities and that is why I hope you continue to develop some requests that are very necessary to continue exploiting the potential of this tool.

Pros

It is so specific for digital contact with clients in many forms, RRSS, email, SMS, QR, and both personalized and anonymous links. It is very versatile and that allows you to develop different plans to reach the contacts. I am also surprised by the functionalities for text analysis, it really reduces the difficulty of processing open answers without strictly doing one by one review, it is intuitive although the accuracy must be fine-tuned.

Cons

Although I like and it is super useful its reports and dashboards, I would like to have more customization capacity, file formats to export results, and graphics or visualizations in reports and dashboards. It is very limited and generally difficult to distribute CSVs without first having to manually "clean" them. I would like to have a more standard excel format. It also happens to me with metrics, although the formula editor is a bit cumbersome, and the text analysis, although it seems advanced to me, I think that some filter levels are missing due to feelings of themes and general feelings, to make the revisions that a Sometimes the algorithm may fail.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
9,1/10
Based on 214 user ratings
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Qualtrics CustomerXM Pricing

Qualtrics CustomerXM Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

Contact Qualtrics for pricing information.

Contact Qualtrics for pricing information.

Value for Money
4,5/5
Based on 214 user ratings
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Qualtrics CustomerXM Features

Qualtrics CustomerXM Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
Calendar Management
Contact Management
Custom Fields
Customer Database
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Electronic Payments
Email Integration
Real Time Data
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
4,6/5
Based on 214 user ratings
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Categories

Additional information for Qualtrics CustomerXM

Additional information for Qualtrics CustomerXM

Key features of Qualtrics CustomerXM

  • 360 Degree Feedback
  • Action Management
  • Activity Tracking
  • Alerts / Escalation
  • Analytics
  • Assignment Management
  • Call Center Management
  • Case Management
  • Communication Management
  • Complaint Monitoring
  • Contact Management
  • Customer Complaint Tracking
  • Customer Segmentation
  • Customizable Branding
  • Dashboard
  • Email Integration
  • Escalation Management
  • Feedback Collection
  • Feedback Management
  • Historical Trending
  • Issue Tracking
  • Monitoring
  • Multi-Channel Communication
  • Predictive Analytics
  • Recurring Issues
  • Routing
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Survey Management
  • Territory Management
  • Text Analysis
  • Workflow Management

Qualtrics CustomerXM FAQs

Qualtrics CustomerXM FAQs

Below are some frequently asked questions for Qualtrics CustomerXM.

Q. What type of pricing plans does Qualtrics CustomerXM offer?

Qualtrics CustomerXM offers the following pricing plans:

Pricing model: Subscription

Free Trial: Available

Contact Qualtrics for pricing information.

Q. What are the main features of Qualtrics CustomerXM?

Qualtrics CustomerXM offers the following features:

  • 360 Degree Feedback
  • Action Management
  • Activity Tracking
  • Alerts / Escalation
  • Analytics
  • Assignment Management
  • Call Center Management
  • Case Management
  • Communication Management
  • Complaint Monitoring
  • Contact Management
  • Customer Complaint Tracking
  • Customer Segmentation
  • Customizable Branding
  • Dashboard
  • Email Integration
  • Escalation Management
  • Feedback Collection
  • Feedback Management
  • Historical Trending
  • Issue Tracking
  • Monitoring
  • Multi-Channel Communication
  • Predictive Analytics
  • Recurring Issues
  • Routing
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Survey Management
  • Territory Management
  • Text Analysis
  • Workflow Management

Q. Who are the typical users of Qualtrics CustomerXM?

Qualtrics CustomerXM has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Mid Size Business

Q. What languages does Qualtrics CustomerXM support?

Qualtrics CustomerXM supports the following languages:

Chinese (Simplified), Chinese (Traditional), Dutch, English, Finnish, French, German, Irish, Italian, Japanese, Korean, Spanish, Taiwanese

Q. What type of pricing plans does Qualtrics CustomerXM offer?

Qualtrics CustomerXM has the following pricing plans:

Subscription

Q. Does Qualtrics CustomerXM support mobile devices?

Qualtrics CustomerXM supports the following devices:

Android, iPhone, iPad

Q. What other apps does Qualtrics CustomerXM integrate with?

Qualtrics CustomerXM integrates with the following applications:

ClickTale, Decibel, Freshdesk, Jira, Marketo Engage, Microsoft Dynamics 365 Business Central, Salesforce Sales Cloud, ServiceNow, Tableau, Zendesk

Q. What level of support does Qualtrics CustomerXM offer?

Qualtrics CustomerXM offers the following support options:

Phone Support, Online Support, FAQs, Knowledge Base, Video Tutorials