--- title: Qualtrics Customer Experience Reviews meta_title: 'Qualtrics Customer Experience Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 751 reviews by the users' company size, role or industry to find out how Qualtrics Customer Experience works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 751 scale: '5' date_modified: '2026-07-17' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Qualtrics Customer Experience Reviews **Vendor:** Qualtrics **Category:** [Experience Management Software](https://www.g2.com/categories/experience-management) **Average Rating:** 4.3/5.0 **Total Reviews:** 751 ## About Qualtrics Customer Experience Qualtrics XM for Customer Experience is the customer experience product used by the world's most iconic brands to immediately surface customer friction and guide frontline teams in the moment to better serve clients. Drive company-wide improvement—across processes, products, and digital properties—to increase customer lifetime value. Frontline Care (TM) uses omnichannel analytics and AI-powered automation to deliver powerful, personalized recommendations for every customer straight to your frontline customer care teams so you can increase usage, drive upsell, and reduce churn. Leverage our Frontline Digital (™) Product to analyze customer journeys so you can step in at the right time to remove friction or redirect users to a better experience. Understand digital customer behavior through session replays and frustration detection like rage clicks and mouse thrashing. Use Frontline Locations (™) to compile online reviews within the same platform so you can connect the dots between channels and get a bird’s eye view across the end-to-end customer experience. Bring together feedback from your customers with the voice of your frontline employees and make sense of it all in seconds with our AI-powered platform. Qualtrics is used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee, and brand—on one platform. Over 13,500 enterprises worldwide, including more than 85 percent of the Fortune 500, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee-centric culture, and build iconic brands. ## Qualtrics Customer Experience Pros & Cons **What users like:** - Users appreciate the **ease of use** of Qualtrics Customer Experience, making data collection and analysis accessible for everyone. (18 reviews) - Users value the **powerful analytics** of Qualtrics Customer Experience, enabling insightful understanding and enhancement of customer journeys. (14 reviews) - Users find Qualtrics to be **extremely helpful** in improving customer satisfaction and streamlining service procedures. (13 reviews) - Users value the **deep insights generation** from Qualtrics, enhancing customer satisfaction and retention through effective data analysis. (9 reviews) - Users value the **strong analytics and reporting capabilities** of Qualtrics for deep insights into customer feedback. (9 reviews) - Customer Insights (7 reviews) - Users value the **exceptional customer support** of Qualtrics, citing proactive communication and timely follow-ups on issues. (7 reviews) - Users appreciate the **powerful dashboard building capabilities** of Qualtrics, enhancing their understanding of customer experience. (7 reviews) - Data Management (7 reviews) - Features (7 reviews) **What users dislike:** - Users find the **complexity** of Qualtrics challenging, especially new users needing only basic survey functionalities. (7 reviews) - Users find that Qualtrics has a great interface but requires **improvement on custom setup** and Text iQ functionality. (7 reviews) - Users find **limited customization** challenging, especially when trying to simplify the platform for basic survey needs. (7 reviews) - New users may find the **complexity of the interface** overwhelming, making initial setup and navigation challenging. (7 reviews) - Users find the pricing of Qualtrics to be **high** , making it challenging for smaller teams with limited budgets. (6 reviews) - Users are frustrated by the **limitations in customization and data analysis** , making it a time-consuming and costly task. (6 reviews) - Steep Learning Curve (6 reviews) - Users report **inaccurate data analysis** in Qualtrics, making it difficult to derive meaningful insights from surveys. (5 reviews) - Learning Curve (5 reviews) - Complex Customization (4 reviews) ## Qualtrics Customer Experience Reviews ### 1. Great survey platform, but sometimes **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** I love the seamless survey design tool, and the ability to easily share results with non-research teammates. **What do you dislike about Qualtrics Customer Experience?** I occasionally hit walls with what parts of the product function with other parts of the product (like with custom scores or buckets). It's not consistent, and it's really hard to implement after something is fielded. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We're understanding our customers better, and working to make their experience better. ### 2. Efficiency **Rating:** 4.0/5.0 stars **Reviewed by:** Christopher H. | Customer Relations Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2019 **What do you like best about Qualtrics Customer Experience?** The lock-in option for posts creates efficiencies in the team as the posts come up one by one. **What do you dislike about Qualtrics Customer Experience?** Canned responses aren't as intuitive as they could be. We'd prefer more folders for each of our brands. **Recommendations to others considering Qualtrics Customer Experience:** Definitely back up your response matrix to prevent starting from scratch! **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Our response time has gone down substantially. Pre-Clarabridge, we were at a little over 2 hours. Now by the end of the week, we are close to real-time. ### 3. Qualtrics Customer Experience Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** March 06, 2019 **What do you like best about Qualtrics Customer Experience?** The flexibility - we seem to find new features each day. The dashboard flexibility is particularly impressive with the different type of widgets and the ability to link in images etc etc **What do you dislike about Qualtrics Customer Experience?** The fact there are so many options and so many ways of doing things as a new user of Qualtrics - we have only been a customer for 10months and we had to quickly get up and running to replace some existing surveys we had with satmetrix we found it frustrating getting a straight answer on how to implement something as there are so may ways of doing or implementing a feature, Our qualtrics project team tried to 'hide' some of the complexity and features from us this lead to a frustrating experience. However, now that we have 4 surveys up and running (which was the goal) I understand more why the Qualtrics team took this approach, **Recommendations to others considering Qualtrics Customer Experience:** Go for it - there is a lot of flexibility, and there will be mistakes made but in the need I think the ability to gather actionable insights will make the effort worthwhile **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** As we are still new to Qualtrics - we have 4 surveys implemented however we have not started to use the survey data to create actionable insights as we have been so busy to just get the surveys implemented. To date we have not realised any benefits and won't until we can get some actionable insights out. We also dont have dashboards that are useful to the business in what they need - the dashboards are too busy with too much information - this is a reflection on our implementation and requirements gathering with the end game of better customer insights in mind - which we haven't acheived - however now we have surveys running again we can take a breath and do the planning required with qualtrics to ensure we have the insights in mind and the closed loop process running. ### 4. Good functionality with some confusing experiences **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Media Production | Enterprise (> 1000 emp.) **Reviewed Date:** March 06, 2019 **What do you like best about Qualtrics Customer Experience?** Overall, it's pretty easy to get up and running with the system. If I want to deploy a survey that's really easy, the surveys (in general) look good, and building dashboards and reports is relatively straightforward **What do you dislike about Qualtrics Customer Experience?** There are some weird omissions to survey design - e.g. Other - please specify options don't look very good, can't select 'none of the above'. Small things, but as we know these are important. The analytics software you have is good and I understand you buy a lot of companies to gain this functionality but it really does feel like i'm using 3 different systems rather than 1 integrated system. Overall, I'm was really hesitant to say that I was even using Qualtrics CX. I know you're trying to create branding around the 4 experience dicisplines, but i don't think you've done a good job in translating this to the tech. Your support is really hit and miss - sometimes great, sometimes really poor. I get the feeling I'm being sold to the whole time, and there's lack of upfront communication because you might be trying to find a way to figure out how to charge me for something. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Highlighting real-time issues in our customer's journey ### 5. Flawless positioning and solid product direction = winning formula **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** September 04, 2019 **What do you like best about Qualtrics Customer Experience?** I've been using Qualtrics for years, and in several different companies and different industries. The UI/UX is intuitive, effective, flexible, and powerful. The platform is constantly expanding. **What do you dislike about Qualtrics Customer Experience?** Qualtrics CX is powerful enough to be used in large scale enterprises but can require intensive set up and cost. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Our Global VOC program is designed to solve for closed loop CX. ### 6. supports are good **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** timely response from the support team, also our account team was able to connect me directly to our technical account manager, that's very helpful **What do you dislike about Qualtrics Customer Experience?** nothing particular really, if i have to say one thing, it'd be reaching out to different people, but at last I was connected to the right person **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** technical issues including stitching response ID with our digital analytics universe ### 7. One of the most complete tools on the market **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** December 20, 2017 **What do you like best about Qualtrics Customer Experience?** Intuitive to handle social media mentions. Tagging possibilities. View of the data in the reporting dashboard. **What do you dislike about Qualtrics Customer Experience?** Sometimes less intuitive to find a solution. The tool is complex, for people who aren't really an expert. There are always features/possibilities that are lost in the shuffle. Really a pity for such an expensive tool. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We have a better view on what's happening on our own pages and the competiton. we can organise our Social Customer service better. ### 8. Excellent Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics Customer Experience is fantastic because they take the time to understand your specific business and needs. **What do you dislike about Qualtrics Customer Experience?** Honestly, there is no downside to using Qualtrics Customer Experience. It's an outstanding service that has helped our company get immeasurably better. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We've determined how to address agency CX issues without relying word-of-mouth anecdotes. Now we have real, hard data that helps us make decisions. ### 9. New to the platform **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2019 **What do you like best about Qualtrics Customer Experience?** The customer service and support has been really good thus far. **What do you dislike about Qualtrics Customer Experience?** The way permissions are done. Rather than breaking out into three different levels with groups on the side, you should simplify the permissions, but keep the layered approach. **Recommendations to others considering Qualtrics Customer Experience:** None. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Not really sure. I only work the security piece of it so you'd want to ask the business side. ### 10. Great tool for aggregating social media comments **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2019 **What do you like best about Qualtrics Customer Experience?** I like that it pulls social media comments and messages into a single inbox, which saves time. **What do you dislike about Qualtrics Customer Experience?** How Clarabridge Engage calculates engagement rate is incorrect. It should calculate it like how the social platforms do. I'd also love for the platform to include more Instagram analytics. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** I am trying to solve the issue of replying to consumer comments in an efficient manner. I'm also looking to track and understand performance on social media. ### 11. Qualtrics is Awesome **Rating:** 4.5/5.0 stars **Reviewed by:** Justin D. | Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** I've been using Qualtrics for the past 4-5 years and it just gets better **What do you dislike about Qualtrics Customer Experience?** I have issues with uploading contacts sometimes **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** None ### 12. Great user experience and easy onboarding **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Enterprise (> 1000 emp.) **Reviewed Date:** June 04, 2019 **What do you like best about Qualtrics Customer Experience?** We use this tool to analyze messages from our players coming in from Facebook, Twitter, and Zendesk. **What do you dislike about Qualtrics Customer Experience?** I know it's not the tool's primary purpose, but the sentiment analysis on the emails that get pulled from Zendesk is very poor. We were made aware of this during our onboarding process, however. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** It used to be that we had to query our data base of millions of emails using key words in order to find the type of content we were looking for. We then had to export this file to Excel and read through messages manually and sort them this way. ### 13. Great tool with many built in utilities **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** It's a great all-in-one tool. It has the ability to create easy-to-use surveys that look great, deploy those surveys in a number of ways and to do analysis automatically as the data comes in. **What do you dislike about Qualtrics Customer Experience?** I wish the API output was easier to work with. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** NPS, eNPS, Proper analysis on that data, better and more accurate deployment of surveys ### 14. awesome and creative **Rating:** 5.0/5.0 stars **Reviewed by:** Patrick B. | Commercial Finance Supervisor, Medical Devices, Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** I love the visuals and charting options; creating dashboards. **What do you dislike about Qualtrics Customer Experience?** some metrics inflexible compared to Excel **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** correlative analysis, text analysis ### 15. Great Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** September 03, 2019 **What do you like best about Qualtrics Customer Experience?** Easy to learn and use, but doesn't skimp on complex features. **What do you dislike about Qualtrics Customer Experience?** You get what you pay for and it is expensive. Happy with our package currently though. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We are solving overall customer experience issues and seeing trends to improve our operations, marketing and processes. Also learning more about customer sentiment towards specific products. ### 16. Decent product for conversation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2017 **What do you like best about Qualtrics Customer Experience?** Conversation Management, several inboxes and a go for inbox zero approach. **What do you dislike about Qualtrics Customer Experience?** Publishing of posts to other channels is sometimes impossible (Format-wise) **Recommendations to others considering Qualtrics Customer Experience:** Analytics can be improved as if you don't know what you're looking for you can get a different result on 10 different ways. With multiple users using a platform this can cause misinterpreted data. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We use it for Monitoring, conversation, analytics (and slightly for publishing) ### 17. Really enjoyed learning about the platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** I love how surveys can be sent to customers after a case is closed in Salesforce. **What do you dislike about Qualtrics Customer Experience?** I dislike the fact that it requires a development solution to have retroactive surveys loaded into Salesforce. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We’ve realized the benefit of having customer feedback connected to our Customer 360 experience in Salesforce and its ease of use. ### 18. Great Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** Instead of giving me the "quick fix" workaround on the phone. The service rep took the time to look into what the issue was with our data integration. **What do you dislike about Qualtrics Customer Experience?** Nothing that I can think of - great experience! **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** They helped me figure out why certain filters were not working within the dashboards I had created. ### 19. Great CX platform **Rating:** 4.5/5.0 stars **Reviewed by:** Stephanie L. | Senior Manager of Marketing and Customer Insights, Mid-Market (51-1000 emp.) **Reviewed Date:** March 06, 2019 **What do you like best about Qualtrics Customer Experience?** I love the stat tools available within Qualtrics! I'm able to have deeper insights into our customer data because of the sophisticated ways we can now analyze our customer feedback. **What do you dislike about Qualtrics Customer Experience?** Because of the sophistication, I find that it's challenging to just get started with a project. There's a lot of understand and absorb. A lot is intuitive, but there is a lot that you need instruction on. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Trying to collect customer insights from across the organization in a cohesive way. Lots of teams gathering feedback in different ways and using different tools. Some of that is still happening, but we're getting better. ### 20. Spectacular solution to all your problems! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2019 **What do you like best about Qualtrics Customer Experience?** The friendly interface is an absolute monster. Couldn't have been easier to use **What do you dislike about Qualtrics Customer Experience?** There's really not much to dislike given how well-developed this product is. **Recommendations to others considering Qualtrics Customer Experience:** If you're looking for an easy way to up your social media management game then this product is the one for you. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Assisting customers over social media, addressing their inquiries and complaints without any grievances of doing it natively ### 21. Variety of solutions **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** The Qualtrics platform provides us with tools to address a variety of business challenges in one place. **What do you dislike about Qualtrics Customer Experience?** Support mileage varies. CSM needs improvement. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Aside from running B2B CX solutions and B2C surveys, we can solve internal audit requirements using a secure database and automate processes that were previously very manual and time consuming. ### 22. CX For Social Media Care **Rating:** 4.5/5.0 stars **Reviewed by:** Nicole R. | Executive Customer Solutions Manager, Retail, Enterprise (> 1000 emp.) **Reviewed Date:** November 27, 2018 **What do you like best about Qualtrics Customer Experience?** CX is extremely user friendly. The ease of use after a single walk through speaks to its efficiency. I absolutely love the reporting widgets. so easy to create a quick chart to show me insight on a hot topic that's blowing up on Social media! The internal chat function helps me keep in touch with my team and its too easy to email a business partner in marketing a post they need to see right away. I cannot get enough of this platform!!! **What do you dislike about Qualtrics Customer Experience?** Lately there have been some latency issues. No one likes that. However, After subscribing to their Support team alerts, I know about an issue before its actually become a problem for my business. **Recommendations to others considering Qualtrics Customer Experience:** Give it a try. It'll make your workload manageable. You wont regret it! **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** The smart tags have increased our insight on what conversations members are having with us. This information partnered with our Marketing team helps us realize where we should focus our efforts. ### 23. From development side support and documentation is superb **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** My involvement was helping to implement the business desires. Technical support and documentation library and search was fantastic. **What do you dislike about Qualtrics Customer Experience?** Nothing at all to dislike, support team and library was excellent and easy to follow and implement **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** The ability to analyze various aspects of the customer experience based on unique business data is very useful. ### 24. Efficient survey platform **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics is extremely user friendly, allowed easy data mining. **What do you dislike about Qualtrics Customer Experience?** downloading formats were difficult at times. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Qualtrics has allowed us to get better data for our various research projects. ### 25. Love the featuures, want UX to be cleaner **Rating:** 3.0/5.0 stars **Reviewed by:** Rohit M. | Customer Service & Brand Reputation Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2019 **What do you like best about Qualtrics Customer Experience?** Monitoring capability ( the variety and quality of streams) **What do you dislike about Qualtrics Customer Experience?** Cluttered inbox design. Need to be more minimalistic in design **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Community management and customer service. Just getting started ### 26. Using the tool in our agency for The Belgian National Lottery **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2019 **What do you like best about Qualtrics Customer Experience?** Very good tool to track performances - making the most accurate scoping for our client. Good overview on all the conversations. Easy to assign tasks to people. Make sure the client sees what's most important and reacts on time. **What do you dislike about Qualtrics Customer Experience?** Difficult to use GIFs within the platform. **Recommendations to others considering Qualtrics Customer Experience:** To organise workshops with Clarabrige sales people and your client at the same time. This will definitely help your business and the processes with your client. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Very good tool to track performances - making the most accurate scoping for our client. We have now clear conversation management processes with our dear client! ### 27. Decent system **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** June 12, 2019 **What do you like best about Qualtrics Customer Experience?** Lots of data and analytics for comparison **What do you dislike about Qualtrics Customer Experience?** Filtering can be confusing for new users **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Can easily filter your personal surveys, or compare to colleagues, or see entire dealership's reviews somewhat easily. I can organize my surveys and see who of my clients has submitted and who I am still waiting no. ### 28. Conveniet and structurered **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Wireless | Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2019 **What do you like best about Qualtrics Customer Experience?** It gives structure, and makes it easy to respond to comments by linking the history of the poster. **What do you dislike about Qualtrics Customer Experience?** It can get slow, then I would have to sign out and sign back in. **Recommendations to others considering Qualtrics Customer Experience:** Makes things much easier when you have a huge following. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** It's helped me recognize patterns, issues, and helps run through a long list in a mush shorter time. ### 29. Easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** It is easy to use with our staff. They are able to complete with out a hassle. **What do you dislike about Qualtrics Customer Experience?** We work with many school districts and they sometimes have multiple schools with lots of staff. **Recommendations to others considering Qualtrics Customer Experience:** Definitely look into using this product. Easy to use. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Easy to work with and fast response time. ### 30. daunting at first but impressive overall **Rating:** 4.0/5.0 stars **Reviewed by:** tariq a. | COO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2019 **What do you like best about Qualtrics Customer Experience?** The listening part is the most i use. It's amazing and gets everything from every where once you enter the keywords needed **What do you dislike about Qualtrics Customer Experience?** UI/Ux could be improved and be easier on the eyes. **Recommendations to others considering Qualtrics Customer Experience:** If you don't know anything about the product ask the support team/success manager. The team is amazing **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Listening and how every mention is treated like a "ticket" opened until resolved ### 31. Awesome product but not without issues **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** The product itself is ambitious, and I love that about it! **What do you dislike about Qualtrics Customer Experience?** It breaks down quite a bit. I feel like at least once a week there is some “Qualtrics issue” that we are dealing with. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We are quantifying business impact of our CX initiatives with fully automated listening posts. ### 32. Intuitive and clean **Rating:** 4.0/5.0 stars **Reviewed by:** amanda w. | Marketing coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** March 07, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics is intuitive and clean to use. We have been able to survey our ministry members, gather data, and are implementing in the hopes of increasing the positive customer experience. **What do you dislike about Qualtrics Customer Experience?** The learning curve is steep, but once you get through it, it's fairly intuitive. Can feel overwhelming, but that is often true of any new thing. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We are preparing for a whole new product launch. We just ran a customer experience survey to help data validation. We want to make sure our product is actually answering the needs and not just based on our assumptions. ### 33. Great Start - More Work in Academics Needed **Rating:** 4.0/5.0 stars **Reviewed by:** Shawn W. | Director of Mathematics, Enterprise (> 1000 emp.) **Reviewed Date:** March 06, 2019 **What do you like best about Qualtrics Customer Experience?** I love the ability to collect multiple data points in a user-friendly format. I LOVE Vocalize (the concept). **What do you dislike about Qualtrics Customer Experience?** While I love Vocalize, there are some key data features that we need displayed in the academic sector that currently are not supported by the software. **Recommendations to others considering Qualtrics Customer Experience:** Know the different ways Qualtrics can be leveraged to solve existing problems. It's not overly intuitive beyond survey use, but it's application possibilities are endless. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We have revolutionized the measurement of human capital school support (could not be measured prior) and also synchronizing leadership experiences in classrooms and calibrating data points. ### 34. Qualtrics Fan **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** June 29, 2019 **What do you like best about Qualtrics Customer Experience?** I like how easy it is to use Qualtrics at whatever skill level you’re at. **What do you dislike about Qualtrics Customer Experience?** I wish their support team responded to emails in a timely manner. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** I use Qualtrics to administer surveys for the research I conduct. ### 35. Qualtrics Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** September 11, 2019 **What do you like best about Qualtrics Customer Experience?** I like that the software is uniform across our organization and that I can personalize links **What do you dislike about Qualtrics Customer Experience?** Understanding how to pull data and read information in a practical way is challenging **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Improving team feedback. Convenient for recruiting students for participating ### 36. Efficient and better social media management **Rating:** 5.0/5.0 stars **Reviewed by:** Angelika T. | Community Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2019 **What do you like best about Qualtrics Customer Experience?** It's easier to respond to, monitor, and tag messages especially for reaching quota. **What do you dislike about Qualtrics Customer Experience?** Sometimes the website responds slow, and we have to frequently reconnect the social media pages to the website. **Recommendations to others considering Qualtrics Customer Experience:** It's more user-friendly than most social media management tools **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Easier tagging, easier responding (as opposed to opening a message one-by-one on different social media pages) ### 37. Easy to use and gain valuable customer insights **Rating:** 5.0/5.0 stars **Reviewed by:** Andy G. | Senior Manager of Parent Relations, Enterprise (> 1000 emp.) **Reviewed Date:** March 07, 2019 **What do you like best about Qualtrics Customer Experience?** The Qualtrics Customer Experience platform is easy to navigate, easy to modify, and so, so easy to receive valuable data that provides insights into your customers' thoughts and feelings. You don't have to be a tech expert to navigate through the platform. Want to close the loop with unhappy customers? This system makes it easy, **What do you dislike about Qualtrics Customer Experience?** Dashboards sometimes run slowly when loading data, but do give the opportunity to cross tab avariety of question data. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** The platform provides a one-stop shop for gathering data, communicating with customers, and gaining back customer loyalty. ### 38. Working with Account Executive **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** September 08, 2019 **What do you like best about Qualtrics Customer Experience?** I don't think there was anything. It was a very hard transition with little support to start. **What do you dislike about Qualtrics Customer Experience?** Lots of trouble with account transfer. Lots of miscommunication and lake of explanation. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Dashboard problems from transfer ### 39. Great Product but a loosey goosey operation with too much employee turnover and slow responsiveness **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Mechanical or Industrial Engineering | Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** Easy to use, but powerful enough to customize. Dashboarding and Text Analysis **What do you dislike about Qualtrics Customer Experience?** That is seems like much of what I purchased is now available in Research Core **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Integrating feedback from multiple sources and service recovery through ticketing function ### 40. Partner Implementation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Market Research | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Ease of use. Feature set is second to none. Great documentation and support. Great culture. **What do you dislike about Qualtrics Customer Experience?** Products that are not fully developed before release. Lack of consistent process. Both due to rapid growth. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Website usability, customer service, brand measurement ### 41. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** April 29, 2019 **What do you like best about Qualtrics Customer Experience?** Easy for my agents to use and for me to see the global picture of what’s happening **What do you dislike about Qualtrics Customer Experience?** Don’t like that review sites aren’t included like Trip Advisor. Also wish there was a better way for my team to get up to speed on the available features so we could get the full benefit **Recommendations to others considering Qualtrics Customer Experience:** It’s a powerful tool IF you have the manpower to set it up and maintain it properly **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Social care for sure. Also starting to provide info from social out across the company to help improve CX by starting with what matters to customers most ### 42. First time user **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** The Level of customer support is great. The tool itself is very user friendly. **What do you dislike about Qualtrics Customer Experience?** Wish there were more examples of different employee surveys. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Trying to develop an tool for our employee engagement. Benefits will be long term. ### 43. insight to customer happiness **Rating:** 5.0/5.0 stars **Reviewed by:** Breana J. | assistant director of client experience and market research, Mid-Market (51-1000 emp.) **Reviewed Date:** March 06, 2019 **What do you like best about Qualtrics Customer Experience?** i enjoy the nps tool because it detracts words that the customer uses in their evaluation to provide you with key words that boost your brand and customer experience. also detracts keywords that describe need for customers improvements. also provided me with the customer content wants that i will use to research new leadership development content **What do you dislike about Qualtrics Customer Experience?** i dislike that this is only available through the customer experience product **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** the problems we are solving using customer experience is our training services and customer's purchasing experience. ### 44. "Do you speak French?" **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** October 22, 2018 **What do you like best about Qualtrics Customer Experience?** Smart filters are great. Our customers are multilingual, and with CX Social, the content is analyzed by the smart filters and dispatched to the right people who speak those languages. Instead of organizing ourselves around social networks, CX Social allows us to organize our social media according to our needs. **What do you dislike about Qualtrics Customer Experience?** Small delay between post and availability **Recommendations to others considering Qualtrics Customer Experience:** Because CX Social gathers all our social media, we are then able to decide how we are going to manage them according to the filters that best suit our company organization. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** CX Social has allowed us to gather all our social media channels in different languages into one tool. The smart boxes also ensure that our social media specialists have direct access to the content that is most relevant to them. With the smart boxes, we can also differentiate interactions caused by regular posts from those caused by our advertising campaigns, giving us an organic perception of the feelings generated by those campaigns. ### 45. Awesome Customer Experience SUrveyTool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** How easy it is to create surveys and build reports **What do you dislike about Qualtrics Customer Experience?** pricing is expensive for smaller businesses, but worth it if you have the money **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Customer Voice to improve our interaction with partners and clients ### 46. A new experience with Clarabridge Engage **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2019 **What do you like best about Qualtrics Customer Experience?** The most helpful thing about Clarabridge Engage is being able to search for names. **What do you dislike about Qualtrics Customer Experience?** I do not like how sometimes Clarabridge Engage times out and will send a message to the All Inbound folder even if you didn't click anything. **Recommendations to others considering Qualtrics Customer Experience:** I would recommend using Engage if you like dealing with multiple platforms in one program. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** I am solving Customer Service problems that pertain to passengers. I realized that Clarabridge Engage allows you to manage all of your issues in one application. ### 47. Buggy **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2019 **What do you like best about Qualtrics Customer Experience?** Integrated platforms and good customer service **What do you dislike about Qualtrics Customer Experience?** Lots of bugs and you can't disable keyboard shortcuts. This means if you begin tying outside of a text box, you activate the shortcuts. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Intersecting with customers, we always find out app problems first on social media ### 48. Spectacular SMM solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** May 20, 2019 **What do you like best about Qualtrics Customer Experience?** Straightforward and easy to use. Makes handling customers an absolute breeze **What do you dislike about Qualtrics Customer Experience?** There isn't much to dislike. Engagor is pretty darn awesome **Recommendations to others considering Qualtrics Customer Experience:** This is the optimal solution for all business requirements that take root in social media management **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Engaging and handling complaints through social media ### 49. Great Customer support to learn more than I can imagine **Rating:** 4.0/5.0 stars **Reviewed by:** Robin G. | Superintendent, Mid-Market (51-1000 emp.) **Reviewed Date:** March 06, 2019 **What do you like best about Qualtrics Customer Experience?** I wasn't sure what I was getting into with Qualtrics to improve my customer service data. They have held my hand when needed, expanded my thinking and never made me feel dumb or finished. They invest from the beginning and keep on going. **What do you dislike about Qualtrics Customer Experience?** Simply trying to figure out where to go next within the system. for educational use. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Gathering constant feedback and responding to such. Climate surveys for our schools and responses from Town Hall meetings to guide Bond election ### 50. The.best app for moderation **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2019 **What do you like best about Qualtrics Customer Experience?** I have tried most the most popular tools for moderation, and I can say Clarabridge is the best and we have been using it for 4 years now **What do you dislike about Qualtrics Customer Experience?** Their technical team needs to be faster when responding to new networks and channels **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We have a big team and we have 4 different brands and Clarabridge easily help me as social media director to monitor and manage all teams and measures the performance of each and all of them ## Qualtrics Customer Experience Discussions - [What is a customer experience platform?](https://www.g2.com/discussions/what-is-a-customer-experience-platform) - 1 comment, 1 upvote - [What is the best way to learn Java scripts and build custom dashboards?](https://www.g2.com/discussions/52114-what-is-the-best-way-to-learn-java-scripts-and-build-custom-dashboards) - 1 comment, 1 upvote - [How do other school districts use the platform? We are always looking for ways to improve our use.](https://www.g2.com/discussions/15011-how-do-other-school-districts-use-the-platform-we-are-always-looking-for-ways-to-improve-our-use) - 3 comments, 1 upvote - [What does qualtrics software do?](https://www.g2.com/discussions/what-does-qualtrics-software-do) - 1 comment - [Is qualtrics a CRM?](https://www.g2.com/discussions/is-qualtrics-a-crm) - 1 comment - [View Qualtrics Customer Experience pricing details and edition comparison](https://www.g2.com/products/qualtrics-customer-experience/reviews?page=10§ion=pricing&secure%5Bexpires_at%5D=2026-07-24+20%3A40%3A29+-0500&secure%5Bsession_id%5D=aa23d2a3-9928-4b86-8446-59cfae2c9791&secure%5Btoken%5D=7a8c500979bfdf84fc4124b2ee5537c64513a2cdcbda7edb67cfb72a3b8cf2af&format=llm_user) ## Qualtrics Customer Experience Integrations - [Forsta](https://www.g2.com/products/forsta/reviews) - [Microsoft Power Automate](https://www.g2.com/products/microsoft-power-automate/reviews) - [Salesforce B2B Commerce](https://www.g2.com/products/salesforce-b2b-commerce/reviews) ## Qualtrics Customer Experience Features **Social Analytics** - Competitor Analysis - Follower Analysis - Post Performance - Paid Campaign Tracking - Attribution - Hashtag Analytics - Sentiment Analysis **Quality Assurance** - Evaluation - Calibration - Reports **Analytics** - Net Promoter Score (NPS) - Customer Satisfaction (CSAT) Score - Customer Effort Score (CES) - Gamification **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Monitoring & Listening** - Social Measurement - Influencer Identification - Brand Monitoring - Keyword Tracking - Trend Analysis - Competitor Analysis **Platform** - Health Score - Customer Profiles - Notifications **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - SAP Store** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Genesys AppFoundry Marketplace** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Social Media Listening Tools** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance - Decision Making **Reports & Dashboards** - Report Customizability - Report Exporting - Scalability - White Label **Process** - Mentions - Tickets - Macros **Engagement** - Feedback - Dashboards - Training **Customization** - Stakeholder Management - Multilanguage Support - Multiple Branding Support - Vertical-specific Solutions **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Data Management & Analysis** - Sentiment Analysis - Social Reporting - Alerts and Notifications - Advanced Data Filtering **Predictions** - Service Quality Assurance - Analytics - Artificial Intelligence - Sentiment - Retention **Channels** - Email - Social - Text **Performance** - Integrations - Compliance **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Social Media Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance - Decision Making **Insight** - Surveys - Reporting - Visitor Activity **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance ## Top Qualtrics Customer Experience Alternatives - [Reputation](https://www.g2.com/products/reputation/reviews) - 4.5/5.0 (2,405 reviews) - [Birdeye](https://www.g2.com/products/birdeye/reviews) - 4.7/5.0 (4,047 reviews) - [AskNicely](https://www.g2.com/products/asknicely/reviews) - 4.7/5.0 (1,029 reviews)