Qualtrics XM Platform Reviews

Regarding my client's use cases, they are using Qualtrics XM Platform to measure customer experience, employee experience, conducting market research, and measuring digital experience.

As a consultant, I believe the biggest advantages of Qualtrics XM Platform are that it stands out mainly because it is not just a survey platform; you can manage experience throughout the whole process. You can listen and understand the data that you are collecting through very easy-to-define and easy-to-use dashboards. It may be easier to learn Qualtrics XM Platform for people who do not have knowledge of data and analytics because it features a drag-and-drop dashboard system. You can also close the loop directly from the platform, as it has a ticketing system.

Regarding the closed-loop feedback system in Qualtrics XM Platform, it helps customers address issues by creating customizable workflows that are triggered when a response comes in. You can activate a workflow that creates a ticket if that response meets certain requirements, for example, if it is a detractor customer or has a problem with a certain issue that I am following up on. Then, you can create a ticket and an email, assign it to different groups or nations, and give it a priority.

When discussing AI analytics in Qualtrics XM Platform, a few years ago, they started working with something called Text iQ, which is an NLP system for verbatim analysis. You can build a topic tree, and it assigns a sentiment level automatically, including sentiment and effort, which is really valuable for digital. This is one of the first features I started working with, and they have since added generative AI functionalities. One thing I really appreciate as a consultant is that you can switch these features on and off depending on the level of maturity that a company has with AI, allowing companies to turn it off if they do not want it.

The integration with Qualtrics XM Platform is seamless as you have a huge catalog of native connectors for different integrations. I have used Salesforce and Zendesk, as well as SFTP for ETL, and those were quite seamless connections that were really easy to set up because they are available in the platform's interface. You do not need someone specialized in technology to do it; you can follow the steps in the documentation. You can, of course, use the API if you require more customization for different systems that do not have native connectors.

On the negative side of Qualtrics XM Platform, I see that there could be improvements. There were few ways of analyzing unstructured data aside from Text iQ. Customers are trying to analyze not just survey feedback but also contact center calls and chatbot chats to avoid asking customers for information that may already be in the organization's existing data. I thought that was a good point they needed to cover, and I believe they are launching or have launched that this year, though I have not tried it yet.

Regarding potential improvements for Qualtrics XM Platform, they have created a feature that allows you to analyze data that does not come from surveys, such as support calls and chatbot interactions, which is valuable.

I have been working with Qualtrics XM Platform for approximately six years.

I have not been working with any other products for customer experience management or customer feedback similar to Qualtrics XM Platform recently.

In terms of the installation process and deployment of Qualtrics XM Platform, it depends on the product you are implementing and your technology maturity. As a consultant, I observe that many companies need a push to set this up, but you do not necessarily need one because the configurations are accessible in the interface. With sufficient time and resources, you could set yourself up on the platform, but larger organizations may require consulting services.

Regarding ROI with Qualtrics XM Platform, it is observable if used correctly. If you use it as if it were SurveyMonkey, then there is no value in paying for it. However, if you have a team that genuinely wants to focus on CX and the necessary resources, then you should definitely invest in it. It is the Ferrari of XM platforms.

I do not think Qualtrics XM Platform is really expensive; it is a world-class platform that adapts to different price ranges of companies. It is not cheap, but it offers really different types of packages you can buy, so you can start with a cheaper one and then upgrade your license.

In comparing Qualtrics XM Platform to similar products, I find it quite superior. That is why it is the product we choose to use. We have analyzed other options, though I have not actually used them. We found that other products, which may be considered cheaper for customers who cannot afford Qualtrics XM Platform, typically have fewer features and a more difficult interface. Setting them up often requires add-ons or special consulting, costing almost the same as Qualtrics XM Platform, which does not make any sense.

I believe that Qualtrics XM Platform remains the best product. We have analyzed other options, and those alternatives appear to have fewer features and a more challenging interface, thus justifying our choice of Qualtrics XM Platform.

I assess the effectiveness of Qualtrics XM Platform in capturing detailed feedback from surveys as very effective. You can customize the exact type of survey that you want, assessed or not assessed, with almost 20 or 25 types of questions that range from simple multiple-choice questions to video-type questions where customers can upload a video with the answer. The platform transforms speech to text and analyzes sentiment, achieving a high level of detail in one of those questions in the survey.

In terms of metrics tracked in the dashboard of Qualtrics XM Platform, I focus on NPS, CSAT, CES, and FCR, but it depends on the business case since I work across industries and different use cases. We are trying to start incorporating churn and customer lifetime value (CLV), which is also critical for us.

I rate this product with a review rating of 10.

We have been using Qualtrics XM Platform for the last two years. We use Qualtrics XM Platform in Roche enterprise context across multiple applications to collect feedback, surveys, responses, and experience data, as well as analytics data. The main use case includes internal surveys, user feedback, application feedback, employee or stakeholder experience, measurements, and analytics-driven decision support. It is useful when we need a structured way to collect responses from different groups, analyze the results, identify trends, and share insights with the right teams. In large organizations like Roche, the value is that multiple teams can use a common platform for feedback collection instead of building separate survey and analytics workflows for every application.

For example, we have an application called eLabDoc, and similarly, we have multiple applications that are using Qualtrics XM Platform. In eLabDoc, which is a public domain application accessible to everybody in the world, we collect data about how many daily users are active on the application, what features they are using, and any feedback they want to give. We collect all this data to improve our application and to notify the stakeholders about the results.

The most valuable features of Qualtrics XM Platform are survey design, response collection, analytics dashboard, reporting, and the ability to manage feedback across multiple channels and use cases. It makes it easy to create surveys, distribute them, collect structured responses, and analyze the results. I also value the analytics and reporting capabilities because the data can be converted into insights for product teams, application owners, and service teams.

Qualtrics XM Platform has improved the workflow by providing a centralized and standardized way to collect feedback and analytics data across multiple applications inside Roche. Instead of relying on ad hoc platforms, spreadsheets, or custom-built feedback forms, teams can use a common platform with better reporting and governance. It helps application owners and business teams to understand the user experience, satisfaction, pain points, adoption issues, and improvement opportunities. The integration of this was very easy for the developers, and collecting the data was far better. It improved operations, as there are no manual efforts required for multiple teams and multiple applications to build feedback solutions. In the context of Roche, the biggest benefit is that feedback can be collected consistently and converted into actionable insights for improving applications, services, and processes.

The main area for improvement is usually the advanced configuration. Basic surveys are easy to create, but more complex workflows, branching logic, embedded data, integration, dashboards, as well as advanced analytics can require a learning curve. Dashboard customization and reporting could be more intuitive for non-technical users. Qualtrics XM Platform is powerful, but some business users may need training to build polished reports or complex analytics views.

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.

Qualtrics XM Platform is stable and reliable for server distribution, response collection, and analytics reporting. It is also suitable for regular enterprise feedback programs and application-driven analytics use cases. In my experience, the platform handles survey creation, response tracking, and reporting well. Reliability also depends on how well the surveys are designed and how clearly ownership is defined for every feedback. It is stable because it is already reliable for survey distribution and response collection.

In terms of scalability, Qualtrics XM Platform scales well for large organizations because it can support multiple teams, applications, feedback programs, survey types, and analytics dashboards from one platform. The scalability value comes from standardization, as the templates are common, the way of data collection is common, and the patterns are common. Access control and reusable reporting practices are also available. It is highly scalable.

I have not needed much direct vendor support for basic survey and analytics use cases because the platform is generally usable once the setup is clear. I have reached customer support once for some initial setup, and it was very good at that time.

The integration of Qualtrics XM Platform was very easy for the developers, and collecting the data was far better.

Time has been saved significantly because for every application, developers do not have to make custom feedback forms. It is already compatible with every application that we are using and is something standardized in Roche. It is easier for any user inside Roche to give feedback or to collect any data.

Regarding pricing, I am not aware of it because Roche admin team already manages it. I am not involved in it, so I really do not know about the cost.

I have compared Qualtrics XM Platform with SurveyMonkey Enterprise, Microsoft Forms, and Google Forms.

As a Program Management Associate, I have been using Qualtrics XM Platform for the past three to four months to create, distribute, and analyze surveys, helping collect stakeholder feedback and track program-related insights for decision-making.

A recent example was creating and managing an internal program feedback survey to gather participant satisfaction and improvement suggestions. Using Qualtrics XM Platform, I collected responses, analyzed trends through dashboards, and shared insights with stakeholders, which helped identify areas for improvement and enhance future program planning.

Besides creating surveys, I also use Qualtrics XM Platform to monitor response rates, analyze feedback trends, and generate reports for stakeholders. It helps streamline the feedback collection process and supports data-driven decision-making for program involvements.

Qualtrics XM Platform has improved our ability to collect and analyze feedback efficiently, leading to more informed decision-making and better program management. One key improvement has been faster access to stakeholder insights through automated reporting and dashboards, which helps identify areas for improvement and supports continuous program enhancement.

Qualtrics XM Platform's best features are its easy-to-use survey builder, real-time reporting dashboards, advanced analytics, and automated survey distribution. In my day-to-day work as a Program Management Associate, I find the reporting and analytics dashboards most valuable because they help me quickly analyze feedback, identify trends, and share actionable insights with stakeholders.

What I appreciate most about the reporting and analytics dashboards is the ability to view response trends and key metrics in real-time through interactive dashboards and charts. Summary visualizations, such as response distributions and trend charts, help me quickly identify patterns, measure participant satisfaction, and create stakeholder reports without spending much time manually analyzing data.

An additional feature I appreciate about Qualtrics XM Platform is the platform's ease of use. Creating surveys, distributing them, and generating reports can all be done from a single interface, which saves time and makes feedback management much more efficient.

Qualtrics XM Platform has improved our ability to collect and analyze feedback efficiently, leading to more informed decision-making and better program management. One key improvement has been faster access to stakeholder insights through automated reporting and dashboards, which helps identify areas for improvement and supports continuous program enhancement.

Qualtrics XM Platform is a powerful platform, but some advanced reporting and dashboard customization features can have a learning curve for new users. Simplifying these configurations and providing more guided workflows for complex analytics would definitely make Qualtrics XM Platform even more user-friendly.

It would also be helpful to have more out-of-the-box dashboard templates and simpler integration setup for common business tools. While Qualtrics XM Platform is feature-rich, making advanced features easier to discover and configure would improve the experience for newer users.

I have been working as a professional in my current field for more than two years.

Qualtrics XM Platform has been very stable in my experience. Over the past three to four months of use, I have not encountered any significant downtime or reliability issues. Survey creation, response collection, reporting, and dashboard access have been consistently available and performed well.

Qualtrics XM Platform has scaled well for our needs. It can handle multiple surveys, large numbers of responses, and reporting requirements without any noticeable performance issues. While I have used it for only three to four months, it has been able to support our projects effectively as feedback collection and reporting needs have increased.

I have not personally needed to contact Qualtrics XM Platform customer support, as the platform has been stable and easy to use. Based on available resources, the documentation, knowledge base, and training materials have been sufficient for the tasks I have worked on.

I did not personally use a different solution before Qualtrics XM Platform. Qualtrics XM Platform was already the standard platform used within the organization for survey management, feedback collection, and reporting when I started using it. It was the only advanced platform that the organization has introduced from the past six months, and I have been using it for the past three to four months.

I was not directly involved in pricing or licensing decisions, but from a user's perspective, the setup was straightforward since Qualtrics XM Platform is a cloud-based SaaS platform. There was no infrastructure setup required on our side, and access to the platform was provisioned quickly, allowing us to start creating surveys and analyzing feedback with minimal effort.

I do not have specific ROI metrics, but Qualtrics XM Platform has helped save time by automating survey distribution, response collection, and reporting. Tasks that would otherwise require manual data consolidation and analysis can be completed much faster, allowing teams to focus more on acting on insights rather than gathering them.

I was not directly involved in the evaluation or selection process of Qualtrics XM Platform, so I cannot speak to which alternatives were considered. By the time I started using it, Qualtrics XM Platform had already been selected as the organization's standard solution for survey and feedback management.

I would recommend Qualtrics XM Platform to organizations that need a robust solution for survey management, feedback collection, and experience analytics. My advice would be to take advantage of its reporting and dashboard capabilities. Start with standard templates and invest some time in learning the advanced analytics features to get the most value from Qualtrics XM Platform. I would rate this product a nine out of ten.

My main use case for Qualtrics XM Platform is for customer satisfaction, employee engagement, and market research.

A specific example of how I use it for customer satisfaction is after every implementation that we do, we send out surveys to our clients and partners to measure how satisfied they are with our services.

I use Qualtrics XM Platform for market research as well. We are also partners for Qualtrics, so we implement the solution for various clients.

The best features Qualtrics XM Platform offers include advanced survey logic, enterprise-grade analytics, omnichannel feedback collection, and it is starting to develop strong AI capabilities.

The most valuable feature for my team out of those is the omnichannel feedback collection because it is quite versatile. We can send out our research survey on pretty much every channel available right now, so our customers and our client customers can respond from whatever channel they choose.

Qualtrics XM Platform has positively impacted my organization by providing a much better understanding of our clients and partners. It gives us insights not only on our performance but also analytics from our competition, or rather, enterprises in the same area as us.

Regarding those insights, we collected all our data, and analyzing it was very simple. We identified the key areas that we needed to improve to satisfy our clients, so we made the necessary changes to our processes and how we approach our clients. The satisfaction rate improved significantly, and our churn rate decreased considerably.

To improve Qualtrics XM Platform, the current issue is that it has a steep learning curve; it is a bit complicated to understand at first. Perhaps the whole instance can be simplified, as the processes for embedded data and text analytics and the dashboard configuration can be a bit tricky.

Regarding needed improvements, the native integrations work fine, but when it needs to be integrated with another platform outside the normal ones, such as Zendesk, it can be a bit tricky.

I have been using Qualtrics XM Platform for about four months.

Qualtrics XM Platform is stable.

The scalability of Qualtrics XM Platform is good.

The customer support for Qualtrics XM Platform has been good so far.

I would rate the customer support a nine on a scale of one to ten.

Previously, we used Zendesk CSAT for customer satisfaction. Sometimes, we use SurveyMonkey and Google Forms.

We have seen a return on investment because it has saved us time, definitely. Regarding money, I am not certain, but it has been quite helpful to improve our processes and how we approach our projects.

Before choosing Qualtrics XM Platform, we evaluated other options, including Delighted.

My advice for others looking into using Qualtrics XM Platform is to be ready to pay a steep price and prepare yourself for the learning curve. It can be a bit steep, but overall, the process should be reasonably simple. I would rate this product a seven on a scale of one to ten.

Our firm has partnered with Qualtrics XM Platform, delivering solutions to our clients. We use Qualtrics XM Platform for customer feedback collection, including relationship surveys and transactional surveys that automate surveys from different CRM solutions. We also collect responses through pop-up and passive surveys on websites and apps to improve response rates. Additionally, we use Qualtrics XM Platform for inspection services for brands in the US where we rate their store arrangements and product availability. We handle EX engagement surveys and lifecycle surveys as well.

I use the closed-loop feedback system extensively, and for the brands I've mentioned, I highlight that Qualtrics XM Platform includes location-based ticketing functionality, which assigns tickets to location partners and automates escalations while providing insightful reporting on ticketing.

AI-driven analytics in Qualtrics XM Platform is very useful for scenarios involving text analysis, as it automatically creates topics and categories, performs sentiment analysis, and provides summaries similar to Amazon reviews, making it widely accepted by clients for its meaningful insights.

I am very effective in collecting detailed feedback from surveys with Qualtrics XM Platform, as I have followed research methodologies for almost seven years, ensuring we understand the data before launching something and confirming its effectiveness in collecting the responses properly.

The main capabilities of Qualtrics XM Platform are writing complex surveys, which we do not have in other survey software. It is intuitive and easy to learn for training others, and we can highly customize everything from surveys to emails, along with effective dashboarding featuring AI functionalities.

Integrations with Qualtrics XM Platform are highly customizable, providing out-of-box solutions such as Salesforce and methods to get data from multiple systems through various integrations, including file or API calls, allowing for effective analysis once survey responses are collected.

The building performance of Qualtrics XM Platform for back-end builders can be improved, as it has been a bit slow. However, Qualtrics XM Platform has become faster at implementing community-requested features.

I have been working with Qualtrics XM Platform for seven and a half years.

Qualtrics XM Platform is one of the most scalable solutions among survey platforms based on my experience. The transition from less scalable platforms has led clients to choose Qualtrics XM Platform.

I have participated in the initial setup of Qualtrics XM Platform by working with multiple clients to implement it from the very start, transitioning from other survey software and managing the challenges of change management. Once clients start using Qualtrics XM Platform, they appreciate its user-friendliness.

Qualtrics XM Platform has changed a lot, and I am happy to share my updated review. The pricing of Qualtrics XM Platform varies based on response numbers and has changed a lot recently, but I am not completely aware of the specifics. I would rate Qualtrics XM Platform as a nine out of ten.

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. 

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. 

The solution's use cases differ from client to client. Clients have their own use cases, such as education, enterprise, health care, and government.

Delighted by Qualtrics is good for visualization purposes. We can frequently analyze the data with the help of dashboards. The solution has other extra features, like Stats iQ, Text iQ, and Predict iQ. We can integrate the tool with any other system through out-of-the-box integration.

There are some limitations in the survey flows. We can't migrate the data from one source to another source with the help of supplemental data. There are some limitations to that process. Sometimes, a lot of emails bounce back during email distribution. This negatively impacts the client, who wonders why the emails bounce back even though they have whitelisted all the IP addresses.

We cannot use the solution's dashboard to create everything the clients ask. Sometimes, we have to restrict them to the only available options to create any kind of visualization they want. Sometimes, when we create a custom matrix in the dashboard, the whole dashboard we created breaks down. Then, we have to create the whole dashboard from scratch again, which causes a lot of time constraints.

I was recently setting up a Salesforce rule wherein I was trying to pull the data from the Salesforce end into Qualtrics. However, it gave me an error stating that you can't use this workflow and didn't allow me any kind of workflow rule. It has been happening for the past one to two weeks. We have raised this issue with Qualtrics support but haven't gotten a satisfactory reply.

I have been using Delighted by Qualtrics for more than two years.

We didn’t face any stability issues with the solution.

I rate the solution an eight out of ten for scalability.

When we raise an issue, the support team takes about one to two days to solve it, and we can't wait that long. When we try to explain our issue on a phone call, they say they will discuss it with our internal team, which will take one to two business days. Solving our issue takes a lot of time, and our clients can't wait that long.

Neutral

For some clients, the solution's implementation generally takes one to two years. For others, it takes about eight, 12, or 14 weeks.

When the sales team tries to sell this product to clients, they ask what they can achieve or what benefits they can get from this tool. Some clients felt that this product was expensive when the sales team tried to sell it to them.

Integrating the solution is easy for some of the out-of-the-box workflow rules. However, we sometimes face challenges because of restrictions on the client side. The solution provides good real-time feedback. The product is updated each month, and we learn a lot of new things. We try to implement everything that has been upgraded into the tool in our sandbox environment.

I would recommend the solution to other users. If you wish to do any kind of survey analysis, Delighted by Qualtrics is a great tool for analyzing your data. Not only can you analyze your data, but you can also do any statistical analysis, analyze your data, send data with the help of KPIs, and create any kind of integration.

If you wish to send your data from Qualtrics, you can export it or create some API-based use cases. You can automatically update to any kind of platform that you wish to use. Other than that, you can also use the solution to keep your data private.

Overall, I rate the solution an eight out of ten.

We use the tool for market research and surveys. 

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 competitors, which justifies its price.

Delighted by Qualtrics helps track customer satisfaction after either a purchase or an interaction by sending out surveys that ask basic questions about customer satisfaction. However, I've always been satisfied, so I've never had anything to complain about. 

The tool is easy to learn. 

The solution is expensive. It needs to improve the server builder, which can help it do impressive research. When I mention that the server builder can improve, I'm referring to the ease of performing tasks like implicit association testing. While it's possible to do these tasks in Delighted by Qualtrics, it's not as straightforward to create them. Additionally, there are different tiers of features based on the payment plan. As a collaborator, I may not completely oversee all the features available. 

I have been using the solution for a year.

The solution is very stable. 

The tool is scalable. My team consists of five people who use it. However, when conducting research, we typically survey around 1000 people.

I haven't contacted the tool's support. The online community is pretty good. So if you find yourself stuck, you can quickly get an answer by Googling the questions.

The tool's deployment is easy. 

If ease of setup and budget aren't concerns, then I recommend the tool. If you're a large company that can afford it, using Delighted by Qualtrics might lead to efficiencies, especially if many people within the organization use these tools. Qualtrics allows for quicker survey setup than other platforms. However, for a small company like ours with only 55 employees, we might prefer to take the time to train people on other platforms that are not as intuitive but may take longer to learn.

I rate the overall product an eight out of ten. 

Qualtrics is an experience management platform with four major modules: customer, product, brand, and employee. Initially, we focused on customer experience, specifically call center feedback and agent productivity. Our main objectives were to measure customer satisfaction and NPS after every interaction, such as phone calls. We streamlined this process by automating the triggering of surveys for agents. Additionally, we utilized Qualtrics for gathering store purchase feedback in a retail setting. For instance, customers could provide feedback via kiosks placed in stores, where they could indicate their satisfaction levels using a color-coded system such as green, yellow, or red. We also implemented this feedback system in kiosks.

We also use Qualtrics for gathering online website feedback. It's particularly useful for assessing the effectiveness of our content, especially for one of our clients who heavily relied on blogs, articles, and other published content to drive engagement on their website. Essentially, Qualtrics enables us to receive feedback on content releases promptly. We utilize it not only for website feedback but also for support articles. While its primary application lies within customer support, we also leverage Qualtrics for marketing purposes. Specifically, we employ it for website and app feedback to ensure users have a seamless experience, prompting pop-ups to gather their feedback at various touchpoints, such as completing transactions. This initial usage expanded as we gained familiarity with the product, leading us to adopt it for employee experience management. This involves running annual employee engagement surveys, as well as studies focusing on diversity and inclusion, conducted every three to six months. These surveys allow us to monitor employee satisfaction, gauge their sentiment towards the work environment, and gather insights on their willingness to recommend the company to others. In essence, Qualtrics serves as a vital tool for collecting and analyzing workplace feedback.

There are different types of users: business users, end users, and decision-makers like CMOs and CFOs. Their satisfaction varies based on their roles and responsibilities. The flexibility of Qualtrics allows for easy adjustments to subscriptions, which contributes to user satisfaction and investment. This flexibility ensures users don't feel locked into the platform and can adjust their subscriptions according to their needs as they scale their business or expand into new areas.

From an end-user perspective, satisfaction stems from the rapid results obtained using Qualtrics. Moving from conceptualization to implementing a feedback program is swift due to the platform's efficiency. While there may be extensive research and survey preparation required, the technology itself enables a minimal time-to-market. This reflects positively on the robust support provided by Qualtrics, ensuring users have assistance whenever challenges arise.

The major feature of Qualtrics is prebuilt integrations, facilitating actionable feedback. It seamlessly integrates with messaging platforms, triggering automatic messages for employees to act upon customer feedback. These integrations are among its primary strengths, with numerous prebuilt options and easy setups.

The solution has an intuitive user interface, making it easy for new users to create and launch surveys. The complexity is abstracted in the backend, making the platform straightforward. Additionally, Qualtrics is full of open-source research. With AI-driven text analysis, the system provides actionable insights in simple language, eliminating the need for extensive manual data analysis.

Qualtrics needs to focus more on broader CX programs and customer experience. It is pioneering new feedback collection methods that integrate both employee and customer feedback to evaluate employee performance. This approach is good for enterprise businesses. Qualtrics could enhance its offerings for small-scale use cases, such as ad hoc feedback collection. Additionally, they could improve their go-to-market strategy and possibly develop their own IVR tool. While they already have a strong community, there's always room to provide more value to their customers.

I have been using Delighted by Qualtrics as a partner for four years.

Our issues are resolved. The stability is cool. Qualtrics has data centers distributed across the globe, which adds to its enterprise-level capabilities. I'm familiar with this because I've worked extensively with SAP, which acquired Qualtrics in 2018 for two billion dollars. The reason was the global reach, robust security measures, and other exceptional features it offers.

I rate the solution’s stability a nine out of ten.

The solution’s scalability is good. We use it for minimal use cases. We have less than ten users using this solution. Our customers have a team of 20-30 members using Qualtrics.

You can buy as many users as for your license.

You can also write or call customer support immediately if something is not working fine. They can solve your problem. The flexibility is impressive. It's even better than calling a retail store to ask if they have a jacket in your size. It's even faster than that.

Positive

I have used SurveyMonkey before. We have been Qualtrics for a very long time. We have a lot of interest in Medallia for the customer experience. For employee experience, there was another Microsoft platform we used. Qualtrics was the first one that checked all the boxes, so we went with it.

The solution can easily be integrated.

The solution is not cheap. The licensing structure is quite flexible to start small and then scale up. Pricing is competitive.

Qualtrics is a great product. Qualtrics keep doing great work, honestly, and continue listening to customers and users. The community is truly valuable. We share ideas and troubleshoot together. Stay updated with market trends like AI, ML, chat, and other emerging technologies. Analytics will also play a significant role. Overall, Qualtrics needs to elevate its game to remain competitive as a leader.

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