Qualtrics Customer XM Reviews

Name: Qualtrics Customer XM
Brand: Qualtrics
Rating: 4 (6 reviews)

4.3 out of 5

6 reviews
100% willing to recommend

What is Qualtrics Customer XM?

Qualtrics Customer XM is a comprehensive experience management platform that helps businesses understand and improve customer experiences. It enables organizations to collect, analyze, and act on customer feedback in real-time, allowing them to make data-driven decisions and drive customer loyalty.

Get the Qualtrics Customer XM Buyer's Guide and find out what your peers are saying about Qualtrics Customer XM, IBM Watson Customer Experience Analytics, Medallia Experience Cloud and more!

Qualtrics Customer XM is the #1 ranked solution in top Customer Experience Management solutions and top Customer Feedback Management solutions. PeerSpot users give Qualtrics Customer XM an average rating of 8.6 out of 10. Qualtrics Customer XM is most commonly compared to IBM Watson Customer Experience Analytics: Qualtrics Customer XM vs IBM Watson Customer Experience Analytics. Qualtrics Customer XM is popular among the large enterprise segment, accounting for 64% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 23% of all views.

Buyer's Guide

Qualtrics Customer XM

July 2024

Get the report

Helped 793,295 peers since 2012

Featured reviews

VinayakMishra

Technology Consultant at Zill Consulting

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.

Read full review

Diwakar Loshali

Global Head HR Tech & Operations at a manufacturing company with 10,001+ employees

We bought this solution to help us correlate data from different speeds instead of working with independent data points. Currently, if an employee joins a company with a great onboarding experience but does not like the job because of unclear goals, they would participate in an engagement survey to provide feedback where they can share their thoughts. If they leave the company, the employer will likely assess the reason for their departure as a misalignment of career prospects. However, with Qualtrics Customer XM, we can integrate data and run an algorithm, so if somebody has specific feedback early on, we can determine the possibility of that person leaving the company. This will allow us to understand how to improve performance or determine who is struggling with the least possibility of success in the company. So Qualtrics Customer XM provides different analytic tools. We can identify broad populations of at least ten or more people.

Read full review

reviewer3329071

Manager, Application Delivery at A W Rostamani Holdings Co. (LLC)

We mainly use Qualtrics Customer XM for customer compliance, mentioning in social media what they're talking about us and how our rivals are talking about it. We use the solution for survey management and have multiple surveys conducted through Qualtrics Customer XM The most valuable feature of…

Read full review

Qualtrics Customer XM mindshare

As of July 2024, the mindshare of Qualtrics Customer XM in the Customer Experience Management category stands at 18.2%, up from 9.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Customer Experience Management

Key learnings from peers

Valuable Features

The most valuable feature of Qualtrics Customer XM is its ability to integrate and correlate data from different sources, allowing for a comprehensive analysis of employee feedback and potential reasons for departure.

This enables organizations to identify areas for improvement and determine individuals who may be struggling or have a low likelihood of success within the company.

Additionally, Qualtrics Customer XM offers various analytic tools that can be used to identify trends and patterns within larger populations.

"Workflows are very powerful. There are a lot of good things, but I feel workflows are the best."
"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."
"The most valuable feature of Qualtrics Customer XM is the survey, which is very user-friendly and designed as a drag-and-drop item."

Room for Improvement

Users have expressed the need for improvements in terms of the platform's user interface, suggesting that it could be more intuitive and user-friendly.

Additionally, users have mentioned the need for better customization options, particularly in terms of survey design and question types.

Some users have also highlighted the importance of more comprehensive reporting and analytics features to gain deeper insights from the collected data.

"The dashboard is quite slow compared to other dashboards like Power BI and Tableau. The attractiveness of the dashboard also needs work."
"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."
"The solution's integration with Salesforce should be improved."

ROI

The return on investment (ROI) from Qualtrics Customer XM was positive. Users expressed satisfaction with the platform, highlighting its effectiveness in gathering and analyzing customer data. They mentioned that it helped them make informed business decisions, improve customer experience, and drive revenue growth.

Pricing

The pricing for Qualtrics Customer XM is not standardized, so it is difficult to determine if it is competitive or not.

"Pricing depends upon the different kinds of use cases."
"We need to pay a yearly licensing fee for Qualtrics Customer XM, which is expensive."

Popular Use Cases

The primary use case of Qualtrics Customer XM is to gather and analyze customer feedback and experiences. Users utilize the platform to understand customer needs, preferences, and satisfaction levels in order to make informed business decisions and improve overall customer experience.

Service and Support

Customers do not rely on Qualtrics for technical support, instead opting for assistance from a third party.

Deployment

The user feedback suggests that implementing Qualtrics Customer XM is a complex process that requires the assistance of an implementation partner. An implementation partner is needed for a duration of three to four months.

Scalability

Qualtrics Customer XM is capable of accommodating growth and is implemented in a wide range of locations.

Stability

The stability of Qualtrics Customer XM can be assessed once the first major use case is executed.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Qualtrics Customer XM Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

23%

Government

18%

University

Comms Service Provider

Manufacturing Company

Energy/Utilities Company

Financial Services Firm

Healthcare Company

Retailer

Insurance Company

Logistics Company

Media Company

Non Profit

Wholesaler/Distributor

Consumer Goods Company

Educational Organization

Pharma/Biotech Company

Real Estate/Law Firm

Recreational Facilities/Services Company

Renewables & Environment Company

Agriculture

Compare Qualtrics Customer XM with alternative products

Learn more about Qualtrics Customer XM

With Qualtrics Customer XM, businesses can create and distribute surveys to gather feedback from customers at various touchpoints, such as after a purchase or interaction with customer service. The platform offers a wide range of question types and survey templates, making it easy to design surveys that capture the specific insights businesses need.

The platform's advanced analytics capabilities allow businesses to analyze customer feedback and identify trends and patterns. Qualtrics Customer XM provides powerful text analytics tools that can automatically categorize and analyze open-ended responses, helping businesses uncover valuable insights from unstructured data.

In addition to collecting and analyzing feedback, Qualtrics Customer XM enables businesses to take action on customer insights. The platform offers built-in workflows and collaboration tools that allow businesses to assign tasks, track progress, and ensure that customer feedback is acted upon in a timely manner.

Qualtrics Customer XM also integrates with other systems and data sources, allowing businesses to combine customer feedback with operational and transactional data. This integration enables businesses to gain a holistic view of the customer journey and identify areas for improvement.

Qualtrics Customer XM was previously known as Qualtrics CX, Qualtrics Customer Experience Platform.