XM for Customer Experience Reviews

Completeness of the plateform and fast learning curve to master essential functionalities.

Lack of obvious widgets in the Dashboarding module which forces to resort to third party visual analytics poducts.

Very flexible tool which can be used both internally and externally. Compliant with data retirements of our organisation and legislation. Easy analysis of responses. Lots of pre-sets which help new users define their survey needs. Good value for money tool.

Some parts of the tool are a bit clunky for example the survey upload feature, which for the type of surveys we do, doesn't work very well and often rejects.

I really like how I was able to listen to calls in real time and assist my agents.

I do wish that there was a stronger alert system to let agents now that there stats are falling.

Didn’t have much of a training session before using Qualtrics but it is very easy to pick up on and use. Quick and easy to create and edit surveys.

It would be very helpful if there was an undo button instead of having to reload the previous version in the event that you make a mistake.

Very intuitive and easy to build surveys - also huge fan of their dashboard. I have most fun building my dashboard so I can track results - and then take screenshots of the graphs to put in my presentations. They always continue to improve their user features too.

I honestly have no complaints - they are always evolving their product to be more user-friendly with useful features.

It's very easy to learn and master. There is good online help available and a lot of user groups.

I wish it was more customizable. I feel "stuck" in many ways having to use it in a certain way.

Our organization enjoys the amount of visual data this software provides for us. We are easily able to deploy data gathering tools, like surveys, and get a quick real time overall view of the data. It is also easily broken down.

I think the price point is a little high for the value we get out of it. The software itself is easy to use to no real complaints other than the price.

Their support site is very detailed with easy to read articles, user-submitted Q&A forum, and online basecamp with video tutorials. Very easy to start building a survey and distributing it. The built-in reporting features and dashboards are easy to set up and use. They have a lot of suggestions on best practices to make the surveys most effective. They have several features and partners that you can add on once you start moving beyond the basics.

There have been occasions where I'm forced to log in again because it timed out, but I was in the middle of using it. The text analytics needs some training to get the correct sentiment for your specific responses, but the more it learns the more accurate it becomes, just takes a bit of time. Sometimes if I update a group of responses or embedded data it will take a long time to completely refresh. Configuring the data set and embedded data can get tricky sometimes so that it displays correctly on the dashboards.

I am a graduate student in Social Psychology so I use Qualtrics to program almost all of my studies. I find that it's one of the best softwares for creating surveys that I have come across. I like how it has a variety of different types of survey questions available and even other unusual capabilities such as heatmapping. It allows me to not be limited in how I create my studies and has even inspired me to collect other types of data that I would not normally collect because of the availability of the different features. I also have called their customer support system a couple of times and they have always been super helpful and quick to answer my call.

I don't like how it is difficult to do seemingly simple things, like moving questions around. I feel like this is a common theme in Qualtrics where they have a lot of great features but then they lack in making simple tasks stay simple.

With our business, we needed a survey/experience tool that was extremely customizable, yet easy to use for our operational teams. With one or two exceptions, Qualtrics has been able to handle every use case that we've thrown at it with an extremely east to use interface. We have successfully automated 90%+ of our customer-facing operational workflows with this tool.

As with any SaaS solution, there were a few periods of intermittent performance. This was, however, immediately recognized and remedied by their top-notch support team.

This is a very well organized software. It's incredibly easy to navigate through, and the results are visually appealing.

Honestly, I have nothing negative to say about Qualtrics. It's an overall solid product, and I have had nothing but great experiences with it.

This software is easy to use and is user friendly. I like the new features site intercept a lot.

There are some loopholes e.g. redirects, global redirects (as it will make it easy for the team to setup vendors), data file formats, creating variables after fielding. Also, when we are removing/filtering the data its very slow in processing. We don't have the option to chose the case ids we want to delete in one go.

It is very easy to use and customise; company listens to customer feedback in terms of features and capabilities; it gets the job done

it's reporting and graphing capabilities, they are too basic.

Qualtrics has a nice interface and many different features that I do not realize I need or want until I need or want them. For example, Qualtrics has the simple ability to link surveys through strings, can help eliminate ineligible people from the survey and has various formats for export data. The questionnaire library is extremely helpful for me to find questions I created that I want to use repeatedly or common questions like sociodemographics. The various question types give me the flexibility to try different displays.

I am limited in some design elements. This may be partially due to my university's branding. I have not figured out how to control formatting from a master control so sometimes correcting different fonts and font sizes can be painstaking.

Qualtrics gives users options in setting up the data collected and cutting that data. Although it's more time consuming to learn the ins and outs, it's worth it for the extra functionality. The mobile app has been extremely helpful in generating more responses.

I've had a problem in a previous organization of our "anonymous" survey not being completely anonymous. It is easy to control, but you have to be aware that there is a backdoor way of connecting survey data to the respondents.

I love this software because of the ease of use, the pleasing aesthetic, and the multiple capabilities it has to collect data in so many ways!

I would appreciate it if you could time the whole survey so that in situations where only participants who took over 30 minutes receive a credit through an outside program.

You don't need other tools to launch, gather data, do the reports. This software is all in one!

some features are not available in Qualtrics like you can make 2 or more sets of weights. Say one set is demographics weights, and another one is for Concept weights

The software is very user friendly and intuitive.

A couple features were not available at the question level, just the block level.

Customers appreciate being able to fill out surveys on their mobile devices and their laptop computers.

I can't collaborate with colleagues when I write surveys

Looks professional and it is the academic standard

Sometimes glitchy or not sensitive enough to really do what I want with piping/skip logic. Some things had to be fixed at the tech level, which means as a user I don't learn how to fix it if it happens again or why it occurred or whether it is or isn't something that I as a user can fix. This means I have to spend a lot of time testing & troubleshooting surveys to be sure it doesn't/won't glitch

- We get very quick responses and solid support from the Qualtrics team - The platform is quite flexible and adaptable to our needs - We have a lot of control over much of the platform, which enables us to respond quickly when required - It integrates extremely well with our CRM (Salesforce)

Some expected features isn't available (yet) e.g. ability to use customised "from" field for emails but I can imagine more featuresets will be added as Qualtrics continue to grow

- Friendly to use. - I can use a previous survey as a template for a new one. - I can send massive-email surveys from Qualtrics and when the recipient wants to reply, he can do it directly to my email

- I can't find a way to get notifications to my email when a survey is completed. - I cant' put the "back" button if the person taking the survey wants to go back to a question in a previous page.

The single greatest aspect of the Qualtrics platform is their outstanding customer support. Better tech support than any other company I have ever dealt with. Response time is close to immediate.

Wish Qualtrics had a larger selection of video tutorials. Also, sometimes it is difficult to find answers in the knowledge base. However, the availability of real time chat and call support more than makes up for these limitations.

The user interface is super simple. It is user friendly for newbies-pros. The automatic filling helps with time too

When you have been on a survey for a while, the program time you out without option to continue. It logs you out and you have to start all over.

Flexibility. "Multiple choice" or "Matrix", everything works perfect. I also like the "Rich content editor" for editing the content. Another cool thing is you can add your own pictures if you so wish. My best application is the "side-by-side' table. It is awesome and saves a lot of space.

I wish it could support more editable diagrams. For example, I wanted to put an actual "Euroqol thermometer", a vertical thermometer-like scale from 0 to 100 to capture patient's/customer's well-being but I couldn't. I had to be content with a horizontal 'slider' that looks pretty but it does not fulfill the requirement of a standard survey where the actual picture is expected. In addition, I wish it would be possible to have a tick mark for a single choice apart from the awesome looking choice of radio buttons. But I think there is always a trade-off involved in the life as well as in the surveys.