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Qualtrics CX REVIEW

Customer Experience Management Software

9 user reviews
USER SATISFACTION 100%
OUR SCORE 9.1

What is Qualtrics CX?

Qualtrics Customer Experience is a customer experience management platform designed to gather customer feedback. It uses its own predictive intelligence engine called iQ to automatically extract deep insights and predict the key drivers of your company’s customer experience.

The platform lets you gather information about your customers through transactional surveys and pulse surveys, among others. It also has NPS (Net Promoter Score) which is the most common customer experience metric where respondents give you a rating based on specific factors. This gets your hands on actionable data and streamlines your customer experience measurement.

It is an effective solution for optimizing customer acquisition and leveraging customer retention and loyalty. By simplifying the way companies monitor, respond, and elevate each crucial aspect of the customer journey, they can easily incorporate customer feedback into their strategies. It also enables taking a pulse on user reactions and expectations in a prompt manner.

Key features include advanced research, analytics, and a centralized platform with a view of all your channels. Its custom dashboard is intuitive and it provides an overview of your most crucial metrics. It also has ticketing, a structured program, technology-supported workflows, and respondent management automation, among others.

Qualtrics Customer Experience is one of Qualtrics’ four main products. Qualtrics is a pioneer in experience management platform. It aims not just to give business data-driven insights, but a more targeted approach to providing experience data. With that, it has other solutions to focus on each core experience of your business—Qualtrics Employee Experience, Qualtrics Brand Experience, and Qualtrics Product Experience. Together, they provide a complete solution in improving the experiences in your organization in all essential aspects.

Overview of Qualtrics CX Benefits

Qualtrics Customer Experience is a unique and robust tool that provides you with all essential features you need in measuring and monitoring customer experience. Here’s an overview of some of its benefits:

Customizable, role-based dashboards

The dashboards are highly customizable to streamline how you map customer responses and view your important metrics. Since the dashboards are role-based, its hierarchy feature enables managers to access and view data within their influence scope and levels such as local, regional, and global. Key stakeholders can align data and segment it according to your company metrics. The dashboards also update in real time and you can set up automatic notifications, actions, and closed-loop ticketing (for addressing and responding to negative experiences).

Targeted CX solutions

The vendor’s experts used an industry-specific data with proven ROI to developing a structured program. This paves the way for the platform to aggregate analysis tools, industry-customized dashboards, pre-loaded projects and tech-powered workflows and action plans. When it comes to your target audience, the platform automates respondent management. This gives a bigger picture of the respondents and guarantees improving your relationship with them over time so you can generate deeper insights, increase response rates, leverage research productivity and promote a better brand perception.

Centralized view of all channels

You can start conversations with your customers on the platform they’re using and then gather the feedback seamlessly. Whether through email, SMS, website, social media or call center, you can access the data using only the single platform. This removes inefficiencies and potential miscommunication errors when transferring data from one channel to the next.

Visibility to key metrics

The platform shows great visibility over your metrics to help you understand the impact of any action and determine the key drivers of CX. You get a longitudinal and snapshot view of the data in your dashboard so you can immediately see the metrics you should prioritize. For example, if customers value a certain feature or attribute of your product, you can present the data to your company’s decision-makers and stakeholders in a data-driven, visual approach.

Advanced research and analytics

To gather customer feedback, you can create, test, and modify surveys efficiently without the need for coding. There are over 100 question types available and advanced survey features to implement your surveys. The system also automates assign sentiment scores and open-text response analyses. It streamlines targeting digital users with variables, such as behavioral, location, and device and relates them to determine relationships and conduct complex regressions.

Ticketing management

Based on customer feedback, you can flag specific customer responses to identify which ones you should prioritize. They can be arranged in hierarchies to ensure they’re followed up promptly. For instance, negative experiences must be addressed immediately as they can impact and decrease customer satisfaction. You can use the tickets to ensure they are responded in a timely manner.

Overview of Qualtrics CX Features

  • Customer Feedback
  • Customized Dashboard
  • Role-Based Dashboard
  • Closed-Loop Follow Up
  • Surveys
  • Net Promoter Score (NPS)
  • Customer Satisfaction (CSAT)
  • Customer Effort Score (CES)
  • 100+ Question Types
  • Open Text Response
  • Open API
  • Dashboard Hierarchy
  • Ticketing
  • Technology-Supported Workflows
  • Automated Respondent Management
  • Statistical Analysis
  • Text Analysis
  • Key Driver Analysis
  • Predictive Analytics
  • Machine Learning

Useful Qualtrics CX Resources

What Problems Will Qualtrics CX Solve?

Customer Retention

Problem: Losing customers due to poor customer satisfaction

Solution: Qualtrics Customer Experience uses customer satisfaction surveys or NPS to help you understand your customers. The feedback gives you information on how you can mitigate poor customer satisfaction or improve its quality. The platform has a content hub you can use to utilize best practices or develop your own methodologies. Then, you will distribute it in various channels (QR code, email, and text) to gather data which you will use for mapping dashboards and making decisions in real time. By knowing what your customer base wants, you’ll know which initiatives to prioritize and where to spend your resources on.

Streamlined Customer Acquisition

Problem: Difficulty in acquiring customers

Solution: Qualtrics Customer Experience help you understand what your customer base needs. You can do so by conducting a survey of your existing customers. Through capturing data on the features and attributes they value towards your product or service, you can uncover valuable insights that you can use for your customer acquisition strategies. Text IQ is useful in analyzing customer sentiment regarding a product or service. This information can be used in presenting the data analysis to stakeholders and decision-makers in your company.

Scalable hierarchy for managers

Problem: Uncoordinated managers in various locations

Solution: Qualtrics Customer Experience makes sure managers in individual locations receive and access tickets when a customer leaves a complaint or poor review. Without an optimized system, it’s hard for companies with multiple locations (local, regional, and national) to get their hands on the right feedback at the right time. This leads to delay in response rates and difficulty in fixing a problem or appeasing a customer before it escalates into a bigger issue. Using the platform, managers can respond to customer experience matters promptly within their sphere, especially for local managers. Meanwhile, regional and national managers can view overall sentiments and open tickets in real time regardless of their location.

Awards & Quality Certificates

Qualtrics CX Position In Our Categories

Position of Qualtrics CX in our main categories:

3

Qualtrics CX is one of the top 3 Customer Experience Management Software products

3

Qualtrics CX is one of the 3 Reputation Management Software products

3

Qualtrics CX is one of the 3
Customer Experience Management Software products

3

Qualtrics CX is one of the 3
Reputation Management Software products


Qualtrics CX is also listed in the following subcategories:

Category:Position:Category:Position:
Feedback & Reviews Management Software#2
Category:Position:
Feedback & Reviews Management Software#2

Enterprises have unique needs and requirements and no software application can be ideal in such a scenario. It is pointless to try to find an ideal out-of-the-box software product that meets all your business wants. The wise thing to do would be to adapt the system for your special wants, employee skill levels, budget, and other elements. For these reasons, do not hurry and pay for well-publicized trendy applications. Though these may be widely used, they may not be the perfect fit for your unique requirements. Do your homework, look into each short-listed platform in detail, read a few Qualtrics CX reviews, call the vendor for explanations, and finally settle for the application that offers what you require.

How Much Does Qualtrics CX Cost?

Qualtrics CX Pricing Plans:
Free trial
Quote-based Plan
Contact vendor

The pricing information of Qualtrics Customer Experience is only available on a quote request.

User Satisfaction

We realize that when you make a decision to buy Customer Experience Management Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Qualtrics CX reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Qualtrics CX. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

23

NEGATIVE SOCIAL MENTIONS

0

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Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
  • Chinese
  • German
  • Japanese
  • Spanish
  • French
Pricing Model
  • Annual Subscription
  • Quote-based
Customer Types
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted
  • Open API

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

Qualtrics CX User Reviews

What are Qualtrics CX pricing details?

Qualtrics CX Pricing Plans:
Free trial
Quote-based Plan
Contact vendor

The pricing information of Qualtrics Customer Experience is only available on a quote request.

What integrations are available for Qualtrics CX?

Qualtrics Customer Experience has an open API where you can transfer data back and forth between Qualtrics and external systems. Qualtrics’ professional services team can also engineer custom integration for other vendors. As for its built-in integrations, it connects with the following applications:

  • Salesforce
  • Tableau
  • Marketo
  • Workday
  • Slack
  • Adobe Analytics

User reviews


User reviews in total: 9

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The most favorable review

Ken

2 months ago


Pros: This tool allows you to customize surveys starting form question formats to logic and display patterns. It is intuitive, user-friendly and comprehensive tool it is much better than other survey tools out there. Also, I like the customer service team, they are always open to new suggestions, ideas, always ready for help.

Cons: In my opinion, it can be really difficult when editing content of the question because the window pops out and depends on how far up or down you have scrolled on the page. It would be really helpful if they could make this option simple. Also, I’d like to see an option where I can preview my surveys from any start point instead of previewing it from the first question and going to one by one.

The least favorable review

Cedric

8 months ago


Pros: I’m an admin for a large company and we have been using this tool for 3 years by now, and in my experience I found that this is an efficient and user friendly solution for every company. There is huge amount of questions type that are available and it offers great advanced features that allows you to create surveys for both internal and external purposes.

Cons: I don’t like the price it is not reasonable, and every new feature or option that is not activated by default is billed for high price for example the mobile option is $8K per year and for a large company is $50K. Also, the other thing I don’t like is the fact that when they apply some internal changes you are not notified and you can see these changes when you run into some issue.

Published 2 months ago
Verified
user
This tool allows you to customize surveys starting form question formats to logic and display patterns. It is intuitive, user-friendly and comprehensive tool it is much...



What do you think about this review? Great Poor
Published 2 months ago
Verified
user
I have used other survey tools but I have found out that Qualtrics is intuitive and versatile tool than others. You are allowed to set up a cover page, to expend or...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
Qualtrics is great data collection tool that even provides wonderful customer service. I can easily find other ways of using this product in order to collect survey data....



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
I’m an admin for a large company and we have been using this tool for 3 years by now, and in my experience I found that this is an efficient and user friendly solution...



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Published 8 months ago
Verified
user
I use Qualtrics on a daily basis, and when I get stuck somewhere I have support via phone 24/7. To be honest, I don’t use emails to reach the support team because it...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
Qualtrics is more than simple survey solution. It has on line documentation and friendly and comprehensive support team. Even newbies can learn the tool how it works and...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
I love how fast I can do my job via Qualtrics and this is because it is in-browser app and there is no load time and refresh time when you start creating new questions,...



What do you think about this review? Great Poor
Published 10 months ago
Verified
user
There are lot of things I like about Qualtrics, but what is most important about this tool is the fact that is easy to use and intuitive program. The features are...



What do you think about this review? Great Poor
Published 11 months ago
Verified
user
Qualtrics is simple and user-friendly tool that allows you to express your creativity as user. You are able to change everything you want with little coding so you can...



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