--- 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. Modules aren't really integrated so benefits of use haven't lived up to our expectations **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Publishing | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Dashboards and text analytics are useful. Dashboards enable many users to access results in a self-service way. Text analytics as a module lacks a significant amount of functionality to make it really useful but in general, it gives us a capability to thematically code relatively easily that we hadn't had before **What do you dislike about Qualtrics Customer Experience?** The complete lack of integration of all the modules makes platform use feel like a bunch of standalone experiences. We still have to take data out of the system for advanced analytics and insightful reporting. **Recommendations to others considering Qualtrics Customer Experience:** Know your use case(s) very clearly before choosing this product. It's promise is greater than what it delivers, though I do consider it to be one of the best survey platforms. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** None really that we hadn't been solving before in other ways. It's still the best survey platform and we've used Vocalize dashboards for a few years. The added modules haven't been worth the cost. ### 2. My experience has been incredible so far! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** One of the most helpful things is that I will be able to providing coaching opportunities to our team and provide the company with insights they do not currently have! **What do you dislike about Qualtrics Customer Experience?** Right now nothing, we are just getting started and I am so excited. **Recommendations to others considering Qualtrics Customer Experience:** My advice to anyone looking to use Qualtrics, is having a set plan ahead of time. Know what are your absolutes and what are things you can do without but would be nice to have. Why? Because I guarantee you that your Qualtrics Sales Rep/Manager will tell you that you will get all of those and MORE! Be prepared so that they can help you accelerate the process. I was excited after my first demo! Ask questions, they love helping you get started and have a clear vision! **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Qualtrics is going to be such a huge support to our agents and our company. I again have not started with our dashboard but already know that we are going to get an incredible amount of value out of this platform! I am starting to recommend other areas of Qualtrics to our company and being an advocate for Qualtrics in this regard as I am already impressed. ### 3. Powerful, but often clunky **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics CX is an extremely powerful and versatile tool for customer experience professionals. Our research analysts like how customizable question types are and the power of embedded data. **What do you dislike about Qualtrics Customer Experience?** -- It's ironic for a CX platform, but not much time has been put into the UX of Qualtrics. The Admin panel is a mess and extremely confusing. For example, there are dozens of user types similar names and no explanation. -- This feels like a platform where everything is an added cost--and you don't find out about it until too late. For example, the XM Automated Solutions seem randomly distributed between the variations of the platform. Conjoint exists only in Product Experience but not Customer Experience. Other platforms seem to have more features included at a lower price. -- The Salesforce integration exists but is extremely complicated to set up. The included "onboarding" is really just training--they won't set up anything for you. This could have been solved with some videos rather than a required $5,000 add-on. **Recommendations to others considering Qualtrics Customer Experience:** Be very careful about your contract and verify everything that is included. Also, be aware that they will often change your account rep with no notice and no follow-up. This has happened to us multiple times. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We use Qualtrics to manage our enterprise CX and VOC survey program. It's our main tool right now, even though we aren't thrilled with it. ### 4. Great surveying and analysis platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Small-Business (50 or fewer emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** We use Qualtrics to send and analysze NPS, CSAT, and CES surveys for our global customer success team. The platform is easy to use as an admin and allows me to give read-only access to specific user profiles. Aside from functionality, I have had a wonderful experience with the account / support teams. I would recommend Qualtrics over their competition. **What do you dislike about Qualtrics Customer Experience?** The only limitation that I've experienced is the inability to view a list of all survey recipients who have not yet completed the survey. Instead you are required to export a CSV. file and dig through the data yourself. This is one feature that would greatly improve my user experience. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We are trying to uncover our SaaS customer's experience implementing the product, their overall satisfaction, and the likelihood they would recommend our product to their colleagues. We also use the product for specific feedback on areas within the customer journey where we can improve. ### 5. Great Support! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** The support that I'm provided when I'm stuck. Qualtrics has really improved the availability of information and how I'm able to access information about questions that I have or quickly get in contact with people who can help me find the answers that I need. Qualtrics makes the information accessible and I love that I can export it and get to it in ways that make it easy for me to analyze both inside and outside of the system. This allows me to understand the information in a detailed manner, but provide the necessary groups within my organization just the information they need to improve their lines of business as well. **What do you dislike about Qualtrics Customer Experience?** There are many things in Qualtrics that "should be" pretty simple, but because the system has the ability to get so complex, some of the "simple" things can get rather complex. Sharing information between teams and setting up accesses with new people on our teams has proven to be very challenging. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We are improving our Customer Service information that we're receiving from our customers. Improving our processes, the quality of the information we get back, and the ability to quickly identify customers that need follow up from us so that we can get back to them in a reasonable time frame. We have been able to improve our surveys to make the fast for our customers to take, which will hopefully improve our response rates. ### 6. Qualtrics Review (just over 1 year of use) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2019 **What do you like best about Qualtrics Customer Experience?** What I like most is that there's always someone at Qualtrics to help, whether it's an account rep or support. Plus, the huge library of resources! **What do you dislike about Qualtrics Customer Experience?** There are some interface quirks that I don't like, such as... - search features require exact matches. It would be nice to allow partial matches - the tool bar in survey builder disappears when I scroll down, so anytime I'm curious about a survey setting, I can't just click, I have to scroll all the way to the top of the survey. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Dispelling myths in the business with user feedback. Gather product use feedback, future product information, conduct analysis for future products, gather ongoing GDPR requirement inputs from users ### 7. Amazing features, impeccable service **Rating:** 5.0/5.0 stars **Reviewed by:** jessie f. | Account Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** I love how easy it is to set up, manage and understand. We have used this specifically to measure NPS scores amongst our clients and it has been a critical new tool for us. **What do you dislike about Qualtrics Customer Experience?** I have yet to find a downside to using Qualtrics, their staff and teams are easily accessible accompanied with advanced forums and help tools it's really an inclusive, easy to use software **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We weren't necessarily problem solving with Qualtrics, instead, we were filling in information that was missing about customers, we had never measured NPS before so it has become a yearly initiative that helps us to drive programs and better understand our customers ### 8. I love Qualtrics for data analysis and surveys! **Rating:** 4.5/5.0 stars **Reviewed by:** Teri A. | TOSA, Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** I use Qualtrics for teacher and parent surveys. I also use it to create dashboards to illustrate student data that can easily be accessed and read by teachers. **What do you dislike about Qualtrics Customer Experience?** Sometimes, I have difficulty figuring out how to display certain items in Qualtrics data. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We now have easy access to data for teacher and administrative use. We can easily track parent participation and parent/student survey results for LCAP and School Board Presentations. ### 9. Amazing onboarding process **Rating:** 5.0/5.0 stars **Reviewed by:** Alex T. | Digital Marketing Manager II, Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** We struggle with technology integrations as a whole, and made it clear we would like handholding through the implementation process. Qualtrics has gone above and beyond to answer any and all questions (even the most ridiculous ones). **What do you dislike about Qualtrics Customer Experience?** Our onboarding team has been so great, that we mostly dislike going back to relay our internal struggles which may throw off their timelines for us - we don't want to disappoint them or be a hassle! **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Total validation in closing the loops with our customers. We see drop off and we don't know why, we're excited to finally get some of our questions answered in a non-invasive way. ### 10. Deep Dive CX Data With Ease **Rating:** 5.0/5.0 stars **Reviewed by:** Nick M. | Manager, Customer Experience, Oil & Energy, Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** Review customer experience data with ease, and ability to filter down to low level (individualized scores/KPIs) or high level for company totals. Amazing platform, and were only at the tip of the iceberg. **What do you dislike about Qualtrics Customer Experience?** Inability to share private pages, if we create something cool- it needs to be recreated taking more time, vs moving or sharing from private page. **Recommendations to others considering Qualtrics Customer Experience:** review base camp as much as possible prior and during implementations, research and prep questions... **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Focus placed on key customer drivers and pain points, ability to create action items reactivity and process development and improvements proactively by high;lighting trends, patterns and process gaps through customer responses and comments. ### 11. Great tool although needs a dedicated person to administor **Rating:** 4.0/5.0 stars **Reviewed by:** Thomas P. | Director Commercial Operations , Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Sachin Kulkarni form ugamsolutions ... he was excellent in helping us to get up to speed. He was always there for us when we had questions or need help to update the look and feel of the tool. **What do you dislike about Qualtrics Customer Experience?** Take a long time to learn and needs a stronger copy paste feature. **Recommendations to others considering Qualtrics Customer Experience:** Take an old version of a survey and build it out as a proof of concept. Also define how much time for the customer they need to dedicate to deployment and administor. Find a way to link the words feedback to the questions asked. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Hard to create the survey we had with another vendor. ### 12. Upgraded to Qualtrics and happy since **Rating:** 4.5/5.0 stars **Reviewed by:** Ted T. | Salesforce Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2019 **What do you like best about Qualtrics Customer Experience?** We're excited to use the Salesforce Integration abilities to trigger various surveys off a variety of different methods. The dashboards and analysis of free form fields are also excellent features that our team has been able to use to drive deeper learning. **What do you dislike about Qualtrics Customer Experience?** Some of the documentation could be further expanded. We've had to do some trial and error when it came to adding new fields to existing integrations. **Recommendations to others considering Qualtrics Customer Experience:** There is a deep suite of features available to Qualtrics users but be aware that many of them aren't included in the standard edition and will come at extra costs **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** The ### 13. Great tool with room for improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2019 **What do you like best about Qualtrics Customer Experience?** I love that it can be integrated with customer accounts, and multiple methods of communication (comments and PM messages in our case) to provide a streamlined and timelined communication with our clients. **What do you dislike about Qualtrics Customer Experience?** Bugs that occur from time to time with customer links not "sticking" to the right customers, and glitches with not being able to respond to our clients from time to time. **Recommendations to others considering Qualtrics Customer Experience:** Definitely work with the team to ensure your experience is customized to your line of work and priorities, there is so much potential to each unique situation **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** I'm a social media moderator dealing with customer support and account enquiries, so being able to see the customers communication with us over time is invaluable, as well as the ability to respond and converse without the need to access different programs for each aspect of our communication. The fact we can integrate with our customer support database has been integral to the success of this product for me personally. ### 14. Mostly love, kinda hate relationship **Rating:** 4.0/5.0 stars **Reviewed by:** Travis F. | Social Media Club Pro, Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2018 **What do you like best about Qualtrics Customer Experience?** Insights, commenting, sentiments, approvals, tags, AI and set up. I also like the timeline feature and search features. You can pull a post from certain dates with keywords. I really like that but I want to give you guys an A+ review and it says it needs more words which isn't that great since I don't have much more to say about it. It beats facebook admin, my last job I just had the fb admin tool and this is the best improvement and am able to review all of my pages like twitter instagram facebook and our multiple accounts for different countries which is really great. **What do you dislike about Qualtrics Customer Experience?** HIDE CONFIRMATION (y/n) POP-UPs, the bain of my existence. Just give us the option to turn that feature off so I can hide bad comments faster, shoot. **Recommendations to others considering Qualtrics Customer Experience:** It's the best I've used and I like it a lot to use every day of my life. It has saved me so much hassle **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** The sentiment is big, gives qualitative data on our social post. ### 15. Social Media Support **Rating:** 5.0/5.0 stars **Reviewed by:** Veronica D. | Sales Support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2019 **What do you like best about Qualtrics Customer Experience?** I like that the platform offers coverage of all social media platforms, which was not the case in other platforms we researched before purchasing. It is very flexible and modular, so you can shape the software to your needs as much as possible. I also highly appreciate the onboarding stage and the support received so far. **What do you dislike about Qualtrics Customer Experience?** Some features are still a bit buggy and there are simply so many possibilites that I can imagine it is a lot of work for the development team to keep up with. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** I have managed to cover the monitoring of our social media channels with just one person and to get invaluable data from online chatter. ### 16. A centerpiece for customer learning **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics is dynamic and flexible - with usages far beyond surveying. The platform is easy to learn, but there is a still a good deal of depth to the product. I particularly love "Vocalize" the visualization platform that creates real-time dashboards of ongoing campaigns. **What do you dislike about Qualtrics Customer Experience?** Qualtrics can be a bit buggy - sometimes you have to leave and come back in to see changes reflected. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** ROI is notoriously difficult to quantify fro CX, -that being said we have leveraged Qualrtics to identify experience breakdowns, close the loop and regain customer trust, and track trends to eliminate customer friction points. ### 17. Monitoring all channels in 1 and answering right away! **Rating:** 4.5/5.0 stars **Reviewed by:** Niels V. | Digital Communication Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2019 **What do you like best about Qualtrics Customer Experience?** No matter what channel a client uses, everything is ordered on a chronological way. That way, we can handle all questions/complaints in respect with our SLA. It's super easy to answer from within Clarabridge Engage, and you always have a clear view on the client's history. Great tool! **What do you dislike about Qualtrics Customer Experience?** It's a pity that, when you discover an important subject or theme in line with your business, and you add this in the keyword search, you can't get older data from the past. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** By using Clarabridge Engage, our Customer Care Service is more efficient, professional and clients are more satisfied, thanks to the quick answers we can deliver. ### 18. Very user friendly platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics is very easy to use, even as a beginner user. It’s very intuitive and allows for an infinity of survey types. Being able to analyze your data directly from within the platform using reports capability is a great plus. Also customer service is always available and are a great help. The community is strong and also provides added value **What do you dislike about Qualtrics Customer Experience?** The report capability is a bit old and needs update, as the trigger too (no copying or duplication possible). Same goes when sharing dashboard. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We do almost if not all of our research internally. Using Qualtrics saves us thousands of dollars and increase our efficiency and agility. We now would rather buy sample when needed than commission a full study outside, because we get results immediately and can start getting insights so quickly. ### 19. Powerful feedback in an easy way **Rating:** 5.0/5.0 stars **Reviewed by:** Brent W. | Director Of Strategic Initiatives , Primary/Secondary Education, Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** The ability to create easy to use surveys and dashboards. **What do you dislike about Qualtrics Customer Experience?** Nothing really. The length of training could have been shorter. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Feedback from parents, staff, and students in our district. We realize the tools to capture are only as good as the dashboard that can display information. The dashboard has been a game changer for us to course correct. ### 20. Valuable Feedback **Rating:** 3.5/5.0 stars **Reviewed by:** Ben F. | Ben Fall, Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2019 **What do you like best about Qualtrics Customer Experience?** I could use it to get both continuous and non-continuous data on how we could improve our software **What do you dislike about Qualtrics Customer Experience?** The only bad thing is that it is quite expensive but for an SAP product, it's quite fair **Recommendations to others considering Qualtrics Customer Experience:** Their customer service is extremely great and if you need any help whatsoever will even go to the extent of making a YouTube video to show how to solve your problem **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Just getting feedback on what people think on the websites that I design for my clients ### 21. When cool meets cut edge technology **Rating:** 5.0/5.0 stars **Reviewed by:** Ward A. | Contact center executive, Enterprise (> 1000 emp.) **Reviewed Date:** June 07, 2019 **What do you like best about Qualtrics Customer Experience?** The way Engagor allows you to filter incoming mentions to different folders and subfolders making it easy to access your customers, respond to them without having to go through the noise of the internet. **What do you dislike about Qualtrics Customer Experience?** I wish Engagor would stop me from making public tweets when I'm responding to a customer who has already deleted his mention because it always gets me into trouble with the management. Engagor does show a warning message on the screen when you're attempting to reply to something that has been deleted, however, I have the attention span of a fish. **Recommendations to others considering Qualtrics Customer Experience:** Clarabridge is a hidden gym by all means that really needs more recognition. I guarantee that businesses regardless of scope will manage to find everything they need in this solution. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Handling complaints and serving inquiries over social media ### 22. Great for evaluations and responses **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2019 **What do you like best about Qualtrics Customer Experience?** For events and classes we would use this as a survey generated more than anything. We really liked the ease of setting survey's up, sending them out, and tracking who responded or not. The software is user friendly, except on the back end building the surveys out. This is a more advanced tool than a free one that you can find of course. It has more bells and whistles than other survey accounts. You are able to dig into and use for evaluation and research purposes. **What do you dislike about Qualtrics Customer Experience?** We no longer use. Messy system and administration experience. I wish that it was easier to track your results for participants responses. Even when we tried to formulate the surveys, it made it difficult to plot where the questions would be placed even though we put them in order, it didn't always map out how we wanted. Another dislike is that it is expense to upkeep and maintain. The ranking option in my opinion, didn't really matter, it through the questions in random order and the follow up for certain questions (logic) was thrown off. Training can also take a while for new users. **Recommendations to others considering Qualtrics Customer Experience:** I would recommend this system, depending on what you are needing of course. It might work better that you use a free software like survey monkey or something. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We realized the impact was that the system took care of everything for us. It ran analytics and results in an excel when we needed it. We would always use this to gauge where students were at with their courses, new events we were thinking about, and rating upgrades on in house items. ### 23. Very versatile but complex survey tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** It's pretty easy to get a simple survey up and running. The basic tools are intuitive and help screens are always available. **What do you dislike about Qualtrics Customer Experience?** Some of the functions are very complex and it's easy to go down a rabbit-hole if you don't know what you're doing. It definitely requires training and regular use to get the most benefit from the software. **Recommendations to others considering Qualtrics Customer Experience:** Take the time for training your staff to get the most benefit from the software. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We're using Qualtrics for customer satisfaction surveys, employee feedback forms and information-gathering forms like photo permissions and volunteer preferences. Internal surveys are a lot more efficient compared to long e-mail threads and disjointed conversations. External surveys are easy to send and track responses. We are using the ticket system for following up on negative comments. ### 24. Excellent Surveying Functionality with Minor Quality of Life Improvement Opportunities **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Management Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** September 03, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics makes it intuitive and easy to build survey framework and get a survey up and running. The pre-programmed question types are extensive and easy to select from **What do you dislike about Qualtrics Customer Experience?** There are certain features that are lacking or nonexistent. For example, there is no back button after typing within a survey field. So if you accidentally copy text over an existing question, there's no intuitive way to undo this. You have to retype the text or find a source elsewhere to copy. Using a hotkey like CTRL + Z will not undo your typing correctly. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We are using Qualtrics to build out robust VOC programs and test innovative product ideas. It has been a good experience working with Qualtrics panel projects to find respondents to review innovation ideas. ### 25. Qualtrics is a powerful tool **Rating:** 4.5/5.0 stars **Reviewed by:** Steve R. | User Experience Researcher, Information Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics has so many options for designing surveys. While there are other services that allow you to create surveys, there are always compromises or options that are left out. I have found Qualtrics to include so many options (question types, piping, etc.), so I'm always able to create a survey just how I had in mind. **What do you dislike about Qualtrics Customer Experience?** Honestly there isn't much to dislike. It works! **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We need to follow up user interviews with surveys, screen for participants, and overall get quantitative survey data. Qualtrics has been able to support our endeavors. ### 26. Great for evaluations and responses **Rating:** 4.0/5.0 stars **Reviewed by:** Gabrielle D. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2019 **What do you like best about Qualtrics Customer Experience?** For events and classes we would use this as a survey generated more than anything. We really liked the ease of setting survey's up, sending them out, and tracking who responded or not. The software is user friendly, except on the back end building the surveys out. This is a more advanced tool than a free one that you can find of course. It has more bells and whistles than other survey accounts. You are able to dig into and use for evaluation and research purposes. **What do you dislike about Qualtrics Customer Experience?** We no longer use. Messy system and administration experience. I wish that it was easier to track your results for participants responses. Even when we tried to formulate the surveys, it made it difficult to plot where the questions would be placed even though we put them in order, it didn't always map out how we wanted. Another dislike is that it is expense to upkeep and maintain. The ranking option in my opinion, didn't really matter, it through the questions in random order and the follow up for certain questions (logic) was thrown off. Training can also take a while for new users. **Recommendations to others considering Qualtrics Customer Experience:** I would recommend this system, depending on what you are needing of course. It might work better that you use a free software like survey monkey or something. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We realized the impact was that the system took care of everything for us. It ran analytics and results in an excel when we needed it. We would always use this to gauge where students were at with their courses, new events we were thinking about, and rating upgrades on in house items. ### 27. Product is getting better every year...company specific support - not so much **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** They really invest in evolving their product and taking feedback from their customers and implementing it. **What do you dislike about Qualtrics Customer Experience?** The dashboards are very limiting. Some of the limitations don't really make sense. Their ticketing platform is evolving, but the other provider we used previously was definitely better at it and it was easier to make changes. **Recommendations to others considering Qualtrics Customer Experience:** Qualtrics has an amazing survey platform. Their ticketing and dashboarding products are evolving, but there are still a lot of limitations. MaritzCX was definitely better at managing tickets and adding/adjusting users. The dashboards are very limited and you would probably only want to use the dashboards for basic visualizations or utilize their API to pull your data in Tableau. They currently do not have a direct integration with PowerBI. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Managing inquiries in one location. ### 28. Good capacity; can be expensive **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** September 04, 2019 **What do you like best about Qualtrics Customer Experience?** The ability to have dynamic survey flows and Vocalize dashboards is helpful for our partners. **What do you dislike about Qualtrics Customer Experience?** The cost for our use case is often exorbitant. Our partners access the dashboards once or twice a year, but the pricing is the same as a power user. A different model for pricing, based on access time, would be great. **Recommendations to others considering Qualtrics Customer Experience:** Pricing can be expensive, depending on use case. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We handle our survey flows and data collection with Qualtrics. We also use Vocalize dashboards for some of the data visualization. ### 29. Engage has all of the tools, but you have to know how to use them. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Environmental Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2019 **What do you like best about Qualtrics Customer Experience?** The platform is reliable, it doesn't have a lot of down time. It also enables us to segment and silo different social channels and provide SLAs for each channel based on priority. The ability to create smart filters makes it easy to manage our team and get real values to the engagements we're having across platforms. **What do you dislike about Qualtrics Customer Experience?** As with all other softwares, the lack of IG DMs is maddening. Aside from that, the charging per stream is a bit silly in my estimation. If you want to track a hashtag on Instagram, it's silly that using Instagram as a stream isn't enough, and that you then have to dedicate another stream to that single hashtag. **Recommendations to others considering Qualtrics Customer Experience:** Be sure to invest time into learning how to use all facets of the tool. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Efficiently engaging with out customer base across all social platforms. ### 30. Qualtrics CX Democratizes Customer Feedback but has yet to realize its full potential **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Easy to build surveys, dashboards, and filters. Controllable and customizable permissions, flexible user admin and organizational options. **What do you dislike about Qualtrics Customer Experience?** Clunkiness and funky inconveniences throughout the platform - manually mapping/transforming data types to work with different widgets, having to click to push new data through sentiment analysis (instead of real-time processing), etc. **Recommendations to others considering Qualtrics Customer Experience:** Assure that you have an established, full-time IT partner if planning to automate or build integrations. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Qualtrics CX helps to get our customer-facing associates and organizations more intimately familiar with our customers' needs, priorities and pain-points. ### 31. The platform is very customer friendly, and is quite useful on the research we need **Rating:** 4.5/5.0 stars **Reviewed by:** Patrick S. | Mr., Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** The platform si easy to use and understand, is very intuitive **What do you dislike about Qualtrics Customer Experience?** Eventhugh is customer friendly when creating surveys, dashboards and stuff, when trying to connect with SFTP servers or similar, it gets very technical **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** The whole process to understand the customer thoughts on certain products or procesess ### 32. Powerful product, with steep learning curve **Rating:** 3.5/5.0 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?** The survey platform itself is super powerful, even if the forms it's creates are very plain. You have a ton of logic and randomization options that allow you to ask the most relevant questions and remove bias. You can also collect data passively and store it as embedded data for later analysis and filtering. **What do you dislike about Qualtrics Customer Experience?** The website intercept platform is difficult to use. It's almost impossible to get design elements in the creative builder is impossible. The intercept interface is tedious. If you have a multi-lingual site, your in for a world of hurt. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We've been able to get much more insight into why our customers buy from us in our website, and identify website defects and possible improvements. ### 33. Great visual tool with adaptability **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Research | Small-Business (50 or fewer emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** The most useful part are the CX dashboards **What do you dislike about Qualtrics Customer Experience?** I wish the CX dashboard allowed IQ directory to be a source **Recommendations to others considering Qualtrics Customer Experience:** Consider your specific use cases first then talk with someone at Qualtrics. The applications are more expansive than people realize. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We use the CX dashboard for reporting, monitoring, and improvement of research studies. It has saved us a ton of time going through individual surveys and allowed us to see larger issues that are difficult without a bird's eye view. ### 34. So far so good **Rating:** 4.5/5.0 stars **Reviewed by:** Jordan Laurence D. | Member Experience Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2019 **What do you like best about Qualtrics Customer Experience?** I like how organized the different social media platforms are **What do you dislike about Qualtrics Customer Experience?** I dislike how long it takes things to load and that I have to refresh a page just in case I missed something. I also have to log onto Facebook and edit comments from there because Clarabridge doesn't always have ALL the comments/feedback/etc **Recommendations to others considering Qualtrics Customer Experience:** refresh your page a lot and ALWAYS double check the actual social media platforms. Some things fall through the cracks **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** The benefit is being able to do it all in one place. Instagram, Twitter, Facebook. It's very time efficient. ### 35. B2B SaaS Company Review of Qualtrics **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?** It is very easy to build complex surveys which is something I really like. **What do you dislike about Qualtrics Customer Experience?** The reporting features are not the best. It is difficult for internal business partners to consume results. the dashboards in Vocalize need improvements. I would be happy to give more feedback / suggestions / ideas I have on how to improve the product. **Recommendations to others considering Qualtrics Customer Experience:** Better reporting features. I find that business partners have difficulty consuming dashboards and the text analytics features **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** product improvements ### 36. Qualtrics Surveys **Rating:** 5.0/5.0 stars **Reviewed by:** Lauren M. | Client Data Analyst, Computer Software, Enterprise (> 1000 emp.) **Reviewed Date:** September 03, 2019 **What do you like best about Qualtrics Customer Experience?** The automation between salesforce and qualtrics work very well. **What do you dislike about Qualtrics Customer Experience?** I wish there was a way to send either success debug emails OR failure emails instead of getting a debug email for both. I only really need to know failures. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We are sending customers and employees surveys based on salesforce updates which takes less time than sending surveys manually. The automation options are very helpful for sending and returning responses back to salesforce. ### 37. Clarabridge **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2019 **What do you like best about Qualtrics Customer Experience?** I really enjoy the quick view of the overall number information in Clarabridge compared to the previous system used for our company. **What do you dislike about Qualtrics Customer Experience?** There is nothing I currently dislike about Clarabridge. I currently only have to compare this system to our previously used system and this is working seamlessly better than our previously used. **Recommendations to others considering Qualtrics Customer Experience:** I would strongly suggest taking just a few extra minutes out of the day just to see all the additional information and features that can be done within Clarabridge. I learn a new skill with this program every week! **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** The response times are in real time, we are able to get real time information to provide efficiency and response times to the overall company to meet all response expectations. ### 38. Quality Voice of the customer with solid Salesforce integration **Rating:** 4.0/5.0 stars **Reviewed by:** Jack M. | Director, Enterprise CRM Support, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Very flexible/powerful tool forcustomer surveys well integrated with Salesforce **What do you dislike about Qualtrics Customer Experience?** Difficulty branding individual surveys for multiple Business units within the same instance. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Saved deals by understanding issues customers were having during buying process. ### 39. The absolute leader is customer experience **Rating:** 5.0/5.0 stars **Reviewed by:** Bryan O. | Digital Marketing Director, Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2019 **What do you like best about Qualtrics Customer Experience?** Ive tried tons of tools in this space and nothing comes close. Don't monkey around with anything else. **What do you dislike about Qualtrics Customer Experience?** I can't think of anything. These guys are SaaS pros. **Recommendations to others considering Qualtrics Customer Experience:** Don't look anywhere else! **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** I can easily identify who my best customers are and find more like them. I can also easily learn what I need to improve about my product to help my customers who are having problems. ### 40. Allowed us to level up our CX Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Qualtrics Customer Experience?** Allowed us to almost completely forgo outside suppliers and consolidate our Insights and CX work in one platform. **What do you dislike about Qualtrics Customer Experience?** While fairly intuitive to learn and stable, there are technical limitations at times (understandable considering how many different study types in encapsulates) **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We had never had a Customer Care/ Satisfaction program with our Wholesale customers and the Qualtrics CX Platform allowed us to develop one from scratch. After only a quarter we're already producing Executive level deliverables and Insights. Additionally, the CX Platform also allowed us to easily bring our Web Tracking in-house, saving thousands and allowing for deeper, more rapid Insights from our in house research team. ### 41. Good social media tool **Rating:** 5.0/5.0 stars **Reviewed by:** Pennie H. | Customer Services Agent, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** March 12, 2019 **What do you like best about Qualtrics Customer Experience?** CX Social is exceptionally best in class and all around created apparatus for internet based life. It's pressed with numerous extraordinary highlights and gives point by point investigation to think about your image in market with more than 300+ gadgets in detailing. A few highlights like Automation, Smart labels, assessments dependent on AI enables you to ponder client just as your colleagues who are answering to your clients. Notwithstanding it, one of my most loved and late updates were marked look and feel of generally framework! **What do you dislike about Qualtrics Customer Experience?** There are such a large number of revealing gadgets that occasionally I get mistook for reports. Aside from short depiction accessible on each gadget, it would be pleasant there is point by point clarification connect which can indicate best precedents also. **Recommendations to others considering Qualtrics Customer Experience:** CX Social is very much created online life apparatus. It has number of one of a kind and nitty gritty highlights. Explore it. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Supposition investigation, Agent conduct, Agent time the executives per answer, simplicity of comfort to answer to the clients utilizing canned reactions, computerized writes about various areas, robotized keen labels to comprehend and channel makes reference to, marked look and feel of in general framework. ### 42. So Helpful when evaluating customer experience! **Rating:** 4.5/5.0 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?** I love that I can send text messages to any customer that has interacted with our team within a certain time period. **What do you dislike about Qualtrics Customer Experience?** I can't think of anything I really dislike -- the price is one thing, but its worth it for the features you get! **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We are learning how to better serve our customers through different feedback mechanisms; who's doing well, who needs more training, etc,. ### 43. Good, not Great **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Market Research | Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** I like how many different functions are available within the single platform - i.e., surveys with multiple invite methods (including intercepts), closed-loop ticketing, dashboards, text analytics, etc. **What do you dislike about Qualtrics Customer Experience?** The responsiveness and knowledge of our Qualtrics support team has been awful. We are helping our clients implement a new CX program and due to the Qualtrics' team's blunders we are months behind schedule and are constantly receiving misleading or conflicting information. **Recommendations to others considering Qualtrics Customer Experience:** Be sure to have your requirements clearly defined before starting the implementation process **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** As a market research company, we are helping our client's solve CX problems around consolidation of platforms/programs and democratization of insights ### 44. Excel with Engagor! **Rating:** 5.0/5.0 stars **Reviewed by:** AlAnoud A. | Corporate social media executive, Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2019 **What do you like best about Qualtrics Customer Experience?** What I like the most about Engagor is how simple yet powerful it is at what it does. **What do you dislike about Qualtrics Customer Experience?** All of the features we're looking for are available in Engagor, which makes it hard to pinpoint anything to dislike. **Recommendations to others considering Qualtrics Customer Experience:** As a current user, I would recommend Engagor to firms big and small that aim towards putting customer service high on their priority list **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** We have been utilizing Engagor to make our social media presence felt and impactful ### 45. Accessible & Reliable **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2019 **What do you like best about Qualtrics Customer Experience?** I have used Qualtrics to create multiple surveys. It is one of the most accessible software programs I have ever used. The design is clear and accurate. Also, you have the option to purchase panels of participants to take surveys and participate in research studies. The panels are also extremely helpful to researchers who need a representative sample. **What do you dislike about Qualtrics Customer Experience?** I really like everything about Qualtrics. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Conducting survey studies ### 46. Qualtrics saves time and makes it easy to gather the correct information we need **Rating:** 5.0/5.0 stars **Reviewed by:** Inger H. | Quality and Process Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** The platform is easy to use, and has a ton of helpful templates **What do you dislike about Qualtrics Customer Experience?** The cost. Every year we struggle with being able to add this line item to our budget. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Getting information from customers that we can comb through, instead of a s/he said from the phones allows us to really be able to look at what can be done to improve products and service. ### 47. CX Engage, a lightweight powerful tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2019 **What do you like best about Qualtrics Customer Experience?** The Boolean Search Query system is the backbone of CX engage. AND/OR logic determines the setup of the Engagement UI, Custom Insights and your filtering system. One concept applicable to multiple facets of the product. This allows for incredible learning efficiencies to implement the software environment with little resources in the form of manpower and effort. **What do you dislike about Qualtrics Customer Experience?** CX Engage is what the name implies, an engagement tool. It is not robust in publishing. Publishing has basic scheduling functions for most channels. If you are looking for something more in-depth with regards to creative editing, you won't find it here. With regards to reporting, capabilities are a bit light. 4 basic infographic options with no widgets available to enter contextual data to make the reports robust. Instead, those added features are circumvented with the purchase of CX analyze (Studio/Designer). **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** Out of Box, CX Engage provides KPIs on agent performance at a high or granular level. This allowed our company to gain huge efficiencies with regards to holding our outsourced services accountable to performance. As well, e-mail integrations have recently been integrated as an Out of box feature. This allowed us to reduce operational costs by switching SaaS providers for e-mail engagement and allowed faster AHT & reply times due to the UI efficiencies of the Inbox setup for agents. ### 48. Changing culture one review at a time **Rating:** 4.5/5.0 stars **Reviewed by:** David W. | GM CX, Systems & Innovarion, Mid-Market (51-1000 emp.) **Reviewed Date:** March 06, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics provides our staff with real time feedback from our Customers, and the ability to take ownership of issues quickly, before the escalate into stories that hurt the Brand! The dashboards encourage staff to seek out high performers who can take a leadership role and mentors them on raising the CX bar! It's a real Culture changer!! **What do you dislike about Qualtrics Customer Experience?** On the dashboards, I would like to see box-and-whisker plots rather than average scores. The range and skew is more important than the average. The old chest nut "Customers feel variation not averages" **Recommendations to others considering Qualtrics Customer Experience:** Qualtrics shares best practice thought leadership with a world class XO management platform to accelerate deployment and better customer outcomes. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** McGrath has used Qualtrics to establish a NPS and C-SAT baseline for Landlords and Tenants. We have shared the results with our teams and Customers with negative feedback have been contacted. Overall feedback has been sent to all Customers. Internally, this is a cultural shift in removing the fear of feedback. Externally we are showing Customers we listen and value their feedback. Going forward we are developing surveys/dashboards to support our new CXJM. ### 49. Game changing **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Qualtrics Customer Experience?** Qualtrics CX allows our company to arm ourselves with data and make data-driven decisions. **What do you dislike about Qualtrics Customer Experience?** Sometimes there are tiny details that you have to learn as you go, that you don't learn on support pages. **Recommendations to others considering Qualtrics Customer Experience:** Don't just look at what your company's needs are for right now, look at what you could be doing in the next couple of years with Qualtrics. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** What do our customers want? What products and features do they want? Why are certain behaviors happening? Qualtrics allows us to move the needle with a deeper understanding of who our customers are and why they're doing what they're doing. ### 50. Qualtrics does the job, but could use some updates **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Qualtrics Customer Experience?** Having all my data in one place. Being able to send surveys and analyze data in an efficient manner. **What do you dislike about Qualtrics Customer Experience?** The interfacing is clunky and hard to learn for a first timer. Creating surveys is easy, but drafting messages with embedded questions and setting up distributions takes more time than it should. Overall, it needs some updates. The look and fee is very outdated and generating reports based on the data found is not up to par with other applications. I'd also like a more customizable experience when sending emails to participants, right now it looks a little unprofessional. **What problems is Qualtrics Customer Experience solving and how is that benefiting you?** None ## 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=8§ion=pricing&secure%5Bexpires_at%5D=2026-07-23+13%3A34%3A36+-0500&secure%5Bsession_id%5D=4b33c2ca-917e-4969-922e-964392129168&secure%5Btoken%5D=65ddb322e6fe7b05fd58a6a92d8f0c5919d1cf35cca6994c82e9987d0f245d9c&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 (4,039 reviews) - [AskNicely](https://www.g2.com/products/asknicely/reviews) - 4.7/5.0 (1,029 reviews)