Qualtrics XM Platform vs Service Creatio comparison

Qualtrics and Creatio are both solutions in the Customer Experience Management category. Qualtrics is ranked #1 with an average rating of 8.6, while Creatio is ranked #19. Qualtrics holds a 3.6% mindshare in CEM, compared to Creatio’s 1.6% mindshare. Additionally, 100% of Qualtrics users are willing to recommend the solution, compared to 100% of Creatio users who would recommend it.

Qualtrics XM Platform

Read 20 Qualtrics XM Platform reviews

4,913 Views
2,211 Comparison Views

100% willing to recommend

Service Creatio

Read 3 Service Creatio reviews

1,532 Views
950 Comparison Views

100% willing to recommend

Qualtrics XM Platform

Service Creatio

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Qualtrics XM Platform and Service Creatio based on real PeerSpot user reviews.

Find out in this report how the two Customer Experience Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Qualtrics XM Platform vs. Service Creatio Report (Updated: August 2026).

Buyer's Guide

Qualtrics XM Platform vs. Service Creatio

August 2026

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Helped 909,725 peers since 2012

Review summaries and opinions

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

Categories and Ranking

Qualtrics XM Platform

Ranking in Customer Experience Management

1st

Average Rating

8.8

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Social CRM (5th), Survey Software (1st), Customer Feedback Management (1st), Product Management Software (1st)

Service Creatio

Ranking in Customer Experience Management

19th

Average Rating

9.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (15th)

Mindshare comparison

As of August 2026, in the Customer Experience Management category, the mindshare of Qualtrics XM Platform is 3.6%, down from 6.8% compared to the previous year. The mindshare of Service Creatio is 1.6%, down from 1.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Mindshare Distribution
Product	Mindshare (%)
Qualtrics XM Platform	3.6%
Service Creatio	1.6%
Other	94.8%

Customer Experience Management

Featured Reviews

Bryan Jeppsen

Market Research Manager at a insurance company with 1,001-5,000 employees

Unified feedback has transformed member journey insights and now drives higher healthcare ratings

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.

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Julio Falcon

IT-Director (CTO) at No Code Services

Customization and process automation enhance support operations, but interface consistency could improve

At this time, there is not specifically something to improve regarding Service Creatio, but a couple of years ago, Creatio started developing a new version called Freedom UI with new interfaces. The new interfaces are amazing, but we still have some features in Classic UI that we cannot use in Freedom UI. What we miss is having all features in Classic available in Freedom. Creatio works every three months to release new features, but they are taking too much time to make all those features available. We could use more time. There are a lot of business rules we can use in Classic UI, but we cannot use many of those business rules in the Freedom UI because of the different interfaces. We miss several kinds of business rules or conditions that we could use in the design of the application or interfaces to the customer. For instance, I had a feature to introduce a formula graphically, but I can only use very basic formulas in the latest release. In Classic UI, we have powerful formulas, but in Freedom UI, I am limited to direct files from the current screen. The only thing I miss is having all the features from Classic UI available in Freedom UI. For instance, managing duplicated records is a feature that we can easily use in Classic UI, but in Freedom UI I cannot merge contacts to resolve duplicates, which is not available yet.

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Quotes from Members

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

Pros

"Qualtrics XM Platform has improved our ability to collect and analyze feedback efficiently, leading to more informed decision-making and better program management."

"Its comprehensive features and ease of use make it a valuable tool for efficient data management and analysis, contributing significantly to our organization's operations."

"I have used SPSS Survey software, SurveyMonkey and SurveyGizmo, and this is the best software out there."

"Workflows are very powerful. There are a lot of good things, but I feel workflows are the best."

"Time has been saved significantly because for every application, developers do not have to make custom feedback forms."

"The tool's most valuable feature is its simplicity and standardization. The consistent look and feel across surveys make it easy to use and provide a sense of simplicity. Once I've navigated through it for one survey, I feel confident I can efficiently handle the next hundred surveys. The intuitive interface contributes to the overall ease of use."

"The solution is very simple to use."

"The most valuable feature of Qualtrics Customer XM is the survey, which is very user-friendly and designed as a drag-and-drop item."

More Qualtrics XM Platform pros

"Our customers have seen value and efficiency using this solution."

"Service Creatio is a great tool in process automation."

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

Cons

"It needs to focus more on broader CX programs and customer experience."

"Certain limitations could be addressed in the product. For example, when implementing surveys for diverse product ranges or categories, the platform needs help to adjust questions based on user responses dynamically."

"On the negative side of Qualtrics XM Platform, I see that there could be improvements."

"Qualtrics XM Platform is a powerful platform, but some advanced reporting and dashboard customization features can have a learning curve for new users."

"It is not easy to implement."

"The process of creating, updating, and importing participants needs to be more flexible"

"I wish that the progress bar was more prominent."

"I am not rating it higher because advanced configuration can be complex, reporting customization has a learning curve, and pricing and licensing need careful governance."

More Qualtrics XM Platform cons

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

"The return material authorization should utilize no-code or low-code."

"Despite me telling them that Service Creatio has many certifications to protect data, they chose on-premise, which has created issues, as they must be responsible for updates, upgrades, and new releases."

Pricing and Cost Advice

"Pricing depends upon the different kinds of use cases."

"Some clients felt that this product was expensive when the sales team tried to sell it to them."

"The solution is fairly expensive, but it would be money well spent."

"We need to pay a yearly licensing fee for Qualtrics Customer XM, which is expensive."

"Delighted by Qualtrics is more expensive than the competitor solutions"

Information not available

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Top Industries

By visitors reading reviews

University

10%

Manufacturing Company

Financial Services Firm

Insurance Company

Construction Company

22%

Financial Services Firm

10%

Energy/Utilities Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	12
Midsize Enterprise	2
Large Enterprise	9

No data available

Questions from the Community

What is your experience regarding pricing and costs for Delighted by Qualtrics?

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 benefi...

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What needs improvement with Delighted by Qualtrics?

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 wit...

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What is your primary use case for Delighted by Qualtrics?

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, ...

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What needs improvement with Service Creatio?

See all answers

What advice do you have for others considering Service Creatio?

My advice for those looking to use Service Creatio is to have a clear understanding of what they need to solve with the tool. Many companies lack professionals who understand the requirements to im...

See all answers

What is your experience regarding pricing and costs for Service Creatio?

The affordability of Service Creatio depends on the kind of customer. I think it's affordable; the new pricing model is more accessible than the old one. However, we have a barrier now that prevent...

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Comparisons

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Compared 7% of the time

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Compared 6% of the time

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Compared 6% of the time

DIGITAL CX vs Qualtrics XM Platform

Compared 5% of the time

Medallia Experience Cloud vs Qualtrics XM Platform

Compared 4% of the time

More Qualtrics XM Platform Competitors

Microsoft Dynamics CRM vs Service Creatio

Compared 15% of the time

Zendesk vs Service Creatio

Compared 14% of the time

IFS Cloud Platform vs Service Creatio

Compared 13% of the time

Freshdesk vs Service Creatio

Compared 13% of the time

Avanade Customer Experience vs Service Creatio

Compared 12% of the time

More Service Creatio Competitors

Product Reports

Buyer's Guide

Qualtrics XM Platform

August 2026

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Buyer's Guide

CRM Customer Engagement Centers

August 2026

Download Service Creatio product report

Also Known As

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

bpm’online customer service, bpm’online service enterprise

Overview

Qualtrics XM Platform offers AI-driven analytics, seamless integrations, and an intuitive interface for efficient data collection and visualization. Known for its user-friendly design, it supports real-time feedback and sentiment analysis, catering to companies seeking streamlined workflows.

Qualtrics XM Platform enables organizations to create surveys with ease through its drag-and-drop interface. With prebuilt integrations and advanced analytics tools like Text iQ, users efficiently gather insights from data. The platform's comprehensive dashboards facilitate dynamic engagements and amplify decision-making. While the platform excels in many areas, it needs improvements in Salesforce integration, graphical analytics tools, and dashboard speeds to enhance user experience. High costs and data migration limitations are noted as concerns. Qualtrics is utilized across industries for collecting customer experience data, automating surveys, and boosting employee engagement, though some industry-specific functional enhancements are recommended.

What key features does the Qualtrics XM Platform offer?

User-friendly survey creation: Drag-and-drop functionality simplifies design.
AI-driven analytics: Tools like Text iQ offer real-time feedback and sentiment analysis.
Prebuilt integrations: Seamlessly work with existing systems and tools.
Comprehensive data visualization: Enhanced dashboards improve data interpretation.
Automated notifications: Boost engagement with prompt updates and alerts.

What benefits should users expect when reviewing Qualtrics XM Platform?

Simplified tasks: Streamlined workflows reduce complexity in processes.
Improved decision-making: Real-time insights assist with strategic planning.
Enhanced engagement: Features encourage interaction and participation.
Accessibility: Easy for users without technical expertise.

Organizations implement Qualtrics across industries to gather customer insights and automate feedback processes. Retailers use kiosks for in-store feedback, while HR departments leverage the platform for employee onboarding. Banking sectors adopt it for transactional feedback, whereas technology firms assess content effectiveness through in-depth surveys. Enhanced real-time dashboards help access and utilize collected data efficiently.

Qualtrics

Service Creatio streamlines customer service management through automation and integration to enhance productivity and customer satisfaction.

Service Creatio is designed to meet the demands of dynamic customer service environments by providing seamless tools for handling requests and automating routine tasks. Its architecture enables quick adaptation to evolving service landscapes, ensuring smooth workflows and effective communication within teams. By supporting various third-party integrations, it facilitates a unified ecosystem that enhances service quality and operational efficiency.

What are some valuable features of Service Creatio?

Omnichannel communication: Centralizes customer interactions across multiple channels for a unified view.
Case management: Automates request processing to prioritize and resolve issues efficiently.
Knowledge base: Provides a comprehensive repository for consistent information sharing.
Service analytics: Delivers insights through detailed reporting to optimize service performance.
Process designer: Allows customization of business processes to align with specific service requirements.

What benefits should users seek in reviews of Service Creatio?

Enhanced efficiency: Automation reduces manual effort and accelerates service delivery.
Improved customer satisfaction: Quick and accurate responses enhance client experiences.
Scalability: Easily adapts to growing business needs without compromising service quality.
Cost reduction: Streamlined operations lead to lower expenses.

Service Creatio has been effectively implemented in industries such as finance, telecommunications, and manufacturing. Its adaptability supports complex workflows common in these fields, helping companies maintain high service standards while addressing unique operational challenges. With its robust features tailored for industry-specific needs, Service Creatio proves to be a strategic asset in enhancing service delivery and customer engagement.

Creatio

Sample Customers

Aetna, 1 800 Contacts, GE

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Buyer's Guide

Qualtrics XM Platform vs. Service Creatio

August 2026

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