Qualtrics XM Platform Reviews

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.

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. 

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'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.

I use the tool to implement solutions for our clients. It is a customer experience management platform.

I prefer working in customer experience. Employee experience is a bit more complicated. Text iQ is a great feature. Real-time feedback is one of the most important features. We gather data from different resources. Dashboards are updated in real-time. 

When I deliver the projects to my clients, they can take action on the feedback in real-time. The ticketing system is also very powerful. We can close the loop with the customers. The vendor is constantly iterating the platform and adding new features.

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.

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 Qualtrics Customer XM is the survey, which is very user-friendly and designed as a drag-and-drop item.

The primary use case for utilizing Qualtrics Customer XM revolves around data collection through various surveys conducted across different target groups. We use multiple methodologies, such as face-to-face interactions or technical interviews. The collected data can be viewed in real time on a dashboard, allowing stakeholders from various departments to access and analyze the data efficiently.

The most valuable feature of Qualtrics Customer XM is being a one-stop solution. It allows seamless data collection, analysis, and presentation without downloading or switching between different tools. Moreover, the platform offers modular and programmable features that simplify complex tasks, even for users without an IT or programming background.