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Qualtrics XM Platform vs Salesforce Marketing Cloud comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
7.3
Qualtrics XM Platform enhances brand value through positive feedback, seamless integration, and notable ROI, appealing to big clients.
Sentiment score
6.2
Salesforce Marketing Cloud improves ROI and satisfaction for many, with benefits in marketing, data centralization, and campaign optimization.
I have seen some return on investment with Salesforce Marketing Cloud through features such as reporting, automation, and Journey parts that save resources.
Consultant at SNDT
 

Customer Service

Sentiment score
6.3
Qualtrics XM Platform's customer support is efficient but shows declining quality recently, with benefits from an active online community.
Sentiment score
6.4
Salesforce Marketing Cloud support receives mixed reviews; premium support is praised, but standard support experiences vary in responsiveness and expertise.
Salesforce customer service is excellent.
Lead BSA at cloudperitus
Customer support could be improved, especially for new features.
Practice Manager at Katzion
I have communicated with the technical support of Salesforce Marketing Cloud and would give them a rating of 9.5 since they have resolved my issues most of the time and are quite responsive.
Consultant at SNDT
 

Scalability Issues

Sentiment score
7.8
Qualtrics XM Platform is scalable and adaptable, accommodating diverse organizational needs from small teams to large enterprises efficiently.
Sentiment score
7.8
Salesforce Marketing Cloud is highly scalable, supporting diverse business sizes, though costs may affect smaller businesses.
I find Salesforce Marketing Cloud to be scalable, as we can easily send out campaigns.
Senior Consultant at a tech vendor with 10,001+ employees
On a scale of one to ten, I rate its scalability at 9.5.
Lead BSA at cloudperitus
The scalability of Salesforce is very good.
Practice Manager at Katzion
 

Stability Issues

Sentiment score
7.9
Qualtrics XM Platform is stable and reliable, with minimal downtime and efficient support, though occasional manageable glitches occur.
Sentiment score
8.1
Salesforce Marketing Cloud is highly stable and reliable, outperforming competitors despite occasional data integration issues.
Salesforce Marketing Cloud is highly stable.
Practice Manager at Katzion
The maximum downtime I faced was about two to three hours.
Consultant at SNDT
Salesforce Marketing Cloud is stable, with issues occurring sometimes, but it is stable approximately 90% of the time.
Senior Consultant at a tech vendor with 10,001+ employees
 

Room For Improvement

Users want better Salesforce integration, dynamic surveys, improved analytics, AI, visuals, and dashboard efficiency in Qualtrics XM Platform.
Salesforce Marketing Cloud needs enhanced security, integration, user experience, data management, AI features, customization, and support for better usability.
It takes the default language and doesn't accept custom language specifications, which creates discomfort in certain scenarios.
Lead BSA at cloudperitus
Improvements can also be made in the connections to different external tools such as Azure or AWS.
Senior Consultant at a tech vendor with 10,001+ employees
We cannot debug the AM Script or SSJS code, which makes code debugging manual.
Consultant at SNDT
 

Setup Cost

Qualtrics XM Platform's flexible pricing is costly but justified by customization and scalability, with wide-ranging costs and valuable investment.
Salesforce Marketing Cloud is costly but valued by enterprises for large-scale marketing, with pricing varying by features and needs.
 

Valuable Features

Qualtrics XM Platform provides user-friendly surveys, AI-driven insights, seamless integrations, and automated processes for effective feedback and satisfaction management.
Salesforce Marketing Cloud offers user-friendly CRM integration, automation, AI insights, and multi-channel engagement for enhanced marketing efficiency.
Salesforce Marketing Cloud has positively impacted my organization by reducing costs while significantly increasing the return on investment.
Senior Consultant at a tech vendor with 10,001+ employees
The feature of Salesforce Marketing Cloud that has had the largest impact on improving my campaign outcomes is the recent WhatsApp integration, which allows Salesforce to connect with subscribers through different channels such as SMS, email, or WhatsApp.
Consultant at SNDT
The integration of customer data across channels functions effectively because we also have Salesforce CRM and Velocity.
Enterprise Architect at Optus
 

Categories and Ranking

Qualtrics XM Platform
Ranking in Social CRM
3rd
Average Rating
8.8
Reviews Sentiment
7.3
Number of Reviews
14
Ranking in other categories
Customer Experience Management (2nd), Survey Software (1st), Customer Feedback Management (1st), Product Management Software (2nd)
Salesforce Marketing Cloud
Ranking in Social CRM
2nd
Average Rating
8.4
Reviews Sentiment
7.1
Number of Reviews
62
Ranking in other categories
Marketing Automation (1st), Marketing Management (1st), Social Media Management Solutions (2nd)
 

Mindshare comparison

As of January 2026, in the Social CRM category, the mindshare of Qualtrics XM Platform is 4.0%, up from 3.5% compared to the previous year. The mindshare of Salesforce Marketing Cloud is 5.7%, down from 12.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Social CRM Market Share Distribution
ProductMarket Share (%)
Salesforce Marketing Cloud5.7%
Qualtrics XM Platform4.0%
Other90.3%
Social CRM
 

Featured Reviews

VinayakMishra - PeerSpot reviewer
Technology Consultant at Zill Consulting
Workflows are very good, integrate with a lot of things and effective real-time feedback mechanism
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.
GauravSingh2 - PeerSpot reviewer
Senior Consultant at a tech vendor with 10,001+ employees
Targeted email journeys have boosted campaign insight and now need better data access and support
I feel that Salesforce Marketing Cloud can be improved in how the data views are accessed; it would be better to have something more physical. With data extensions, you can view them directly, but for data views, it is very difficult as you can only send it out or load it into data extensions. Improvements can also be made in the connections to different external tools such as Azure or AWS.Customer support can be improved in Salesforce Marketing Cloud, as sometimes it is not clear what the issue is or how to approach solving it, and it also takes time to resolve issues.
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Top Industries

By visitors reading reviews
University
13%
Computer Software Company
10%
Educational Organization
8%
Manufacturing Company
8%
Financial Services Firm
13%
Manufacturing Company
10%
Computer Software Company
9%
Healthcare Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise1
Large Enterprise6
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise31
 

Questions from the Community

What do you like most about Delighted by Qualtrics?
The tool's most valuable feature is its setup process. I find it intuitive, especially regarding tasks like randomization and survey logic. Delighted by Qualtrics is intuitive compared to many comp...
What is your experience regarding pricing and costs for Delighted by Qualtrics?
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 wi...
What needs improvement with Delighted by Qualtrics?
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...
What do you like most about Salesforce Marketing Cloud?
Datorama is part of Salesforce Marketing Cloud, which is quite a valuable feature that provides customer analytics.
What is your experience regarding pricing and costs for Salesforce Marketing Cloud?
I did not work on any pricing or implementation aspects but learned on my own when dealing with Revenue Cloud products.
What needs improvement with Salesforce Marketing Cloud?
I feel that Salesforce Marketing Cloud can be improved in how the data views are accessed; it would be better to have something more physical. With data extensions, you can view them directly, but ...
 

Also Known As

Delighted by Qualtrics, Qualtrics Customer XM, Qualtrics Core XM,
ExactTarget
 

Overview

 

Sample Customers

Aetna, 1 800 Contacts, GE
American Express, Financial Conduct Authority, KPN, Merck KGaA, Peterborough City Council, The Chapar, ADP, Financial Times, Stanley Black & Decker, SureFlap, Western Union, Philips
Find out what your peers are saying about Qualtrics XM Platform vs. Salesforce Marketing Cloud and other solutions. Updated: December 2025.
881,114 professionals have used our research since 2012.