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At our company, we don't use the solution daily, but it's used on a project basis, as Delighted by Qualtrics is a tool for HR operations. Currently, our company is managing some onboarding and exit surveys around the tool to collect data.

The aforementioned surveys identify customers with whom the tool's criteria align. At our company, we also have process owners who analyze the results with Delighted by Qualtrics occasionally. 

At our company, we have availed the employee experience license for Delighted by Qualtrics, the initial license was procured in 2021. The product is almost the same even with the additional lifecycle license, so our company does not have the hire and retire options within the solution. 

The solution allows the development of multiple surveys based on the lifecycle. The onboarding and exit surveys, as part of the lifecycle surveys, can run automatically. According to the survey results, at our company we implement the Ad Hoc based on the set of rules connected to the HR system.

For instance, due to the automation feature, after six months of completion of an employee, they are automatically added to a participant pool and invited for the survey along with reminders. Due to Delighted by Qualtrics, HRs don't have to manually send surveys. 

By the use of workflows in the solution, you can set notifications that will be sent via email; they can be sent to HR managers, leaders, or certain professionals. The automated notifications can be role-specified, and if surveys have sensitive elements, they need to be tracked immediately. Workflows in Delighted by Qualtrics can help users identify sensitive factors and take immediate action. 

Overall, Delighted by Qualtrics's system is user-friendly. With very limited training, I was able to navigate the solution and learn about the survey processes and data appearance. 

The process of creating, updating, and importing participants needs to be more flexible in Delighted by Qualtrics. When a new user needs to be added into the system, for instance, if someone joined the HR team, like a leader or a CHRO, they should have access to prior surveys which need to be manually implemented. 

Every user must be added as a participant in every survey, and their access must be fixed at the survey level. The aforementioned manual process is time-consuming and needs to be improved by the vendor.  

There is definitely room for improvement in the product when it comes to the analysis, dashboard, widgets creation and data visualization. The participant management feature and historical data access also need improvement. 

I have been using Delighted by Qualtrics for three years. 

Throughout the implementation process, our company encountered several bugs and system breakdown incidents. For example, when configuring the lifecycle surveys and building dashboards as part of the setup, there used to be numerous glitches.

Also, there can be sudden interruptions while dealing with data for surveys and dashboards. Even now, while working with Delighted by Qualtrics, I have faced some glitches for which I had to contact customer support. I would rate the stability a seven out of ten. 

At our company, we haven't faced any obstacles with the scalability of the solution. At our company, we began by only using the engagement surveys, and when the lifecycle was added, we were able to streamline and globalize the processes for sending the onboarding and exit queries. In our organization, we managed to scale up the listening program on a global level, and the solution also has the capability to scale up the candidate experience. I would rate the scalability an eight out of ten. 

The usage of the solution in our organization depends upon the individual roles, the tech professional will have duties like setting up surveys and fixing participant lists. If I am not available for a working day, then one of my colleagues will replace me to use the solution.

In our organization, we have a super admin system for every small team, and dedicated HR teams manage the data, which can be around 15 to 30 professionals. Team leaders handle the engagement surveys and can obtain a report when five responses accumulate. About 100 to 200 leaders in our company use Delighted by Qualtrics. 

A couple of years ago, when I started with the solution, whenever I contacted the support team in that phase, I received good assistance as most of my queries were basic.

Presently, I witness a decline in support quality as the support team members are unaware of how to resolve the issues I am facing, and thus, they reach out to engineers, which becomes quite time-consuming. I would rate the customer support a six out of ten. 

Neutral

At our company, we faced multiple glitches during the initial setup of the product. 

Delighted by Qualtrics is more expensive than the competitor solutions. In my personal experience, even if I imagine that we have a partner running the solution on our behalf, internal resources will still need to be allocated to every single survey.

You can still pay a consultant for the rest of the solution's management, but you still need to be involved. I would rather develop some capabilities in-house. Overall, I believe the product is worth the money and adds value to the organization. 

As per the engagement survey in our company, the enterprise tool is used to measure employee engagement and experience. When our company runs the global version of Delighted by Qualtrics, which also covers the non-office members of the organization, the setup is a little bit different, and we measure the entire experience working in the company. 

The solution helps us get an overview of what's happening around the customers or employees. Delighted by Qualtrics also helps measure the posts, provides insights into multiple business areas, and identifies issues. At our company, Delighted by Qualtrics is a leadership tool that assists leaders with team insights, and some managers also have access to the reports feature. 

Our company had a partner who is certified in both the HRIS system and Qualtrics, they helped in integrating SuccessFactors with Qualtrics. The directory and contacts in Qualtrics get automatically updated with real-time data from HR systems. All employees of our company are added to the Qualtrics directory with some additional metadata that remains up-to-date. For instance, if I update my profile in a Qualtrics-powered HR system, all the relevant data gets transmitted to the Qualtrics system. 

With the SuccessFactors integration with the solution, there are new advantages; for example, an event is sent when an individual is terminated voluntarily, so if someone submits their resignation today, the termination gets processed in the system. Then the individual gets flagged as a resigned employee in Qualtrics, and surveys are automatically sent to the person.

There are such aforementioned integrations available because Qualtrics used to be a part of the SAP ecosystem and such integrations are implemented in the backend in a plug-and-play format. The setup of the solution was easy, and in our organization, it's deployed on the cloud. I would rate Delighted by Qualtrics as nine out of ten. 

I would advise anyone looking to adopt Delighted by Qualtrics to first gain capability in handling the system and develop the strategy for identifying the purpose or use cases of the solution. In addition to the aforementioned points, I would also suggest having someone responsible for action planning, insights, and analysis. A company should also look for a solution partner or consultancy that already has knowledge of employee experience management. 

I work with clients from the APAC and EMEA regions at a consulting firm. 

The tool is also quite good. We get regular updates on Qualtrics as a weekly product update, so the product is upgraded every week. 

So, use cases differ from industry to industry. I have dealt with the medical industry, banking, finance, and other sectors. Depending on the domain, customers reach out to us based on their use case. 

It can be an after-sales customer experience or a website feedback survey. It can also be post-transactional feedback, getting feedback from the customer transaction-wise. There are different touchpoints for different industries and different use cases. I get a lot of custom use cases to solve.

The real-time feedback mechanism in Qualtrics is quite good. We make the dashboard beforehand, and the customers get to use it. They can see when the response is coming in and see all the charts and everything, how it's coming up.

Workflows are very powerful. There are a lot of good things, but I feel workflows are the best. You can connect Qualtrics with any CRM tool and push or pull information between them. 

It can also be integrated with other tools like Power BI. Some people feel that even the dashboard is improving a lot, and it's quite good. Personally, I feel that Tableau and Power BI are much better than iQ.

Text iQ is very powerful. It's a text analysis tool that analyzes open-ended comments. It can read all the open-ended comments based on the query you have checked and distinguish between negative and positive comments. It gives the sentiment score and categorizes the comments into different topics. It's quite powerful and helps customers a lot.

AI-driven initiative:

• Qualtrics has recently used a lot of AI in Qualtrics. One is Text iQ, which is an AI tool that uses natural language processing. 
• Another is the AI chatbot that assists with support inquiries. If my query is not resolved, I can reach out to Qualtrics support, which is available 24/7 by phone or email. The AI chatbot is quite helpful.

There is a lot to improve in Qualtrics. 

1. The dashboard is quite slow compared to other dashboards like Power BI and Tableau. The attractiveness of the dashboard also needs work. For example, if I want to move widgets from one page to another, I have to do it one by one. If there are many widgets, I cannot multi-select and move them. 

2. In workflows, they can be categorized into folders. Currently, there is no folder structure. So, Qualtrics should introduce folders where you can put multiple workflows in one place. 

3. Qualtrics can also introduce AI features to suggest how to build a survey. For example, if I make a grammatical error or if I input a query that a client is looking for a particular kind of survey with a specific use case, it should automatically suggest some templates for building a survey.

There are a lot of things they can improve on. These are just a few.

I have worked with Qualtrics for around two years. I have the SaaS version of the solution. 

There are issues sometimes. It happens if we have missed something. Sometimes Qualtrics does a data centre cleanup, and they give information, but sometimes it hampers our work. There are times when things can go wrong, but it is controllable. It doesn't cause major impact.

It is scalable. The number of users depends upon the license and how many users are allowed. It can be 15, 20, even 50 people.

There is a room for improvement. 

Neutral

There is SurveyMonkey, which is quite good, but not comparable to Qualtrics. Qualtrics is way ahead of SurveyMonkey. There is Medallia as well, and Confirmit. Every platform has pros and cons. 

Qualtrics has a lot of pros. For example, the workflows are very good. They integrate with a lot of things, like Salesforce, Google Sheets, Tableau, Power BI, Snowflake, Canvas, and more. Qualtrics has a lot of pros compared to other tools like SurveyMonkey. But with respect to the dashboard, I think Qualtrics should work on it. Even the survey-taking experience, I feel that Hotjar and SurveyMonkey are better than Qualtrics. The survey-taking experience is quite good, but it is quite improved in Hotjar and SurveyMonkey.

It is very easy. Qualtrics provides Basecamp videos on their support site. When we reach out to clients interested to build questionnaires, we provide them with these videos, which are helpful. 

It's quite user-friendly, and anyone can build surveys. We also give training for the dashboard, but there are videos clients can view to get started and build some things in Qualtrics.

Implementation strategy:

1. The implementation strategy starts with a kickoff. Sometimes, there's an internal kickoff where we, including the Qualtrics account executive, discuss the client's use case. 
2. Then, there's a kickoff call with the client where we explain each deliverable from our side and theirs. We give a timeline with a rough project plan, which the client can tweak. 
3. We suggest weekly calls with the client and ask for the Qualtrics account credentials. They should create an admin account for us, and then we get started with the build work. We have weekly calls with the client. 

The project flow depends on the client's use case and its complexity. Sometimes we start with single sign-on and custom email domain setup, then SSL setup, followed by the survey build, XM directory setup, and so on. Then we move to the dashboard, and if there's any Text iQ work, we do that, along with Customer Advisory work.

However, the flow of the project depends on the clients and their use cases. 

Integration capabilities: 

• Qualtrics supports integration, but it depends on which CRM tool we use. There are three methods to integrate with another CRM tool: JSON event, SFTP, and API calls.

• JSON events require creating a workflow and a web service task to pass information from Qualtrics to other CRM tools. It involves creating a data load and adding all the information you want to pass.
• SFTP is used to pull information from a server into Qualtrics, like pulling a contact list. Qualtrics provides its own SFTP server, but you can use other servers like the client's FTP server or even Google Drive.
• API calls are used for pushing information from Qualtrics to any CRM or pulling information from any CRM into Qualtrics. One example is a refund use case where the client was selling earphones. As soon as the earphones were sold on the website, the information would come into Qualtrics, and a service would be triggered from Qualtrics. The customer would then receive a survey via email.

The resources required for the deployment depend on the project. If it's a very huge project, an enterprise project, then three to four people are needed. But if it's a normal project with an implementation duration of four weeks, then two people are sufficient. 

Even sometimes one person can handle the whole project. Mostly, we go with two people handling the whole project. Even if it is a year-long project, then two people are sufficient. But if it's a huge use case, then there are more resources involved.

It is not that difficult to maintain. It depends on the project. If it is a survey with a lot of Javascript and CSS involved, then scalability is a question. But if it is a simple survey, maintenance is not an issue.

The ROI is quite good. There are a lot of big clients that use Qualtrics. So, the return on investment is good, and that's the reason people go for Qualtrics.

Pricing depends upon different kinds of use cases. I think 8,000 to 10,000 pounds is an average. It depends from use case to use case. For example, I worked for the London Stock Exchange, where Qualtrics was around 66,000 pounds.

I would recommend it to other users. My advice to other users would be to reach out to Qualtrics support and the XM community, which is quite helpful. 

If a particular use case is very peculiar and unique in nature, users can reach out to the XM community, where people from all around the globe who use Qualtrics can help you out. If you are stuck anywhere, they can help. The XM community is quite helpful.

Overall, I would rate the solution a nine out of ten.