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I am using Qualtrics XM Platform mainly to capture customer feedback and customer surveys of the service we provide. It gives a dashboard to view and monitor the CSI score. If the scoring is less, a close the loop ticket gets opened. Based on that, we can follow up and close the loop. There are multiple provisions related to Qualtrics XM Platform. It is a pretty good customer experience platform.

As for the customer, customer experience helps us get to know the pulse of customer behavior and what customers say about us. It is primarily focused on the customer.

We are working with the closed-loop feedback system.

To explain how the closed-loop feedback system helps to address customer issues: based on the service and post-service, we send a survey. On a scale of one to ten, if the customer rates very poorly, such as one or two, we record the concern in our survey and a ticket gets created based on the survey response. The ticket is then assigned to the complaint and separate customer experience team, and they call the customer to understand further why they are not feeling good about us. We capture their feedback, and if anything needs to be done, we send an offer to satisfy the customer. If the service is not satisfactory, we ask them to bring the vehicle again for the service. This helps significantly to understand the customer response and improve our service.

When it comes to capturing detailed feedback from surveys, I find it effective.

Regarding the Qualtrics XM Platform, I use the customer satisfaction score, or CSI. The survey response shows how many customers are responding out of 100 and what type of response we are getting, which service is doing best, and similar insights. We have visibility over this in the dashboard.

Regarding the negative aspects, I believe there are some points that could still be improved in Qualtrics XM Platform. The integration with WhatsApp has not been provisioned. We have to partner with their third-party partner, Twilio, which requires improvement. SMS integration also does not give flexibility to onboard any payment gateway based on our preference. They only offer their own partners. Additionally, complaint management solutions, which we have opted for, are not pretty standard. We have to do considerable customization in terms of complaint management.

If I were to rate the stability of the product from zero to ten points, I would give it seven to eight. I would say seven because of the commercial and other negative points I mentioned.

For scalability, surveys scale well, but in compliance, there is no scalability. So I would again rate it seven.

For technical support, I find it quite good. I would rate it nine.

We are not using AI analytics related to Qualtrics XM Platform. We have not opted for any capabilities.

Regarding the requirements for AI analytics, the requirements are there, but we are not there at this time, so we are focusing on another area.

Regarding the installation part, I believe it is easy to install.

For the products we are integrating with Qualtrics XM Platform, we are passing data points based on completed transactions, which trigger surveys. After capturing the survey, we send SMS for capturing or WhatsApp for capturing the response. All of these are integrated with Qualtrics XM Platform.

Regarding the integration, we are integrated with a couple of systems, and it has been working seamlessly with no issues.

However, I believe it is eventually worth buying. From an ROI perspective, we still need to work on this. We cannot realize the benefit directly because customer experience improvement may increase customer retention and similar outcomes. It is a long-term investment. We cannot directly correlate and get the ROI directly. In terms of commercial aspects, it is quite high when compared to other products. There is still a possibility that Qualtrics XM Platform could reduce the platform cost as the license cost is too high.

When it comes to the price, I believe it is an expensive solution compared to its competitors. In terms of commercial costs, it is quite high when compared to the other partners' solutions.

Among its competitors, I believe Qualtrics XM Platform is the leader according to some Gartner references. However, when compared to commercial costs, there is a far difference between Qualtrics XM Platform and Medallia, Salesforce in terms of complaint management, or SurveyMonkey. The commercial costs of these alternatives are all lower. Qualtrics XM Platform's commercial cost is very high.

Speaking about the company, we are using the same product, and it is good. I would rate this review eight out of ten.

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.