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Qualtrics CX Review

Qualtrics CX
Our score: 9.1 User satisfaction: 100%

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

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

This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.
An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.

Qualtrics CX Position In Our Categories

Bearing in mind businesses have specific business demands, it is practical they steer clear of going for an all-in-one, ideal software system. At any rate, it is troublesome to try to stumble on such a software solution even among widely used software solutions.
The efficient step to do would be to jot down the different critical functions which require inspection such as crucial features, budget, technical skill capability of staff members, business size, etc. Next, you should conduct your product research through and through. Go over these Qualtrics CX review articles and explore the other software products in your shortlist more closely. Such well-rounded research ensures you weed out ill-fitting applications and pay for the system which offers all the features you require business requires.

Position of Qualtrics CX in our main categories:

TOP 3

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

TOP 10

Qualtrics CX is one of the 10 Customer Support Software products

TOP 3

Qualtrics CX is one of the top 3 Reputation Management Software products

Qualtrics CX is also listed in the following subcategories:

There are popular and widely used applications in each software group. But are they essentially the best fit for your enterprise’s special requirements? A popular software solution may have thousands of users, but does it provide what you need? For this reason, do not blindly invest in popular systems. Read at least a few Qualtrics CX Customer Experience Management Software reviews and mull over the elements that you wish to have in the software such as the cost, main tools, available integrations etc. Then, select a few systems that fit your requirements. Try out the free trials of these products, read online opinions, get explanations from the seller, and do your homework systematically. This in-depth research is certain to help you find the finest software application for your organization’s specific requirements.

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

Positive Social Media Mentions 23
Negative Social Media Mentions 0

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.

Video

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • Open API

Language Support

  • English
  • Chinese
  • German
  • Hindi
  • Japanese
  • Spanish
  • French
  • Russian
  • Italian
  • Dutch
  • Portugese
  • Polish
  • Turkish
  • Swedish

Pricing Model

  • Annual Subscription
  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

Useful Qualtrics CX Resources

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Qualtrics CX Comparisons

Qualtrics CX user reviews

Great survey solution

Read full review >
Ken
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.09.2018 Company Size: More than 100 Employees Industry: Higher Education

I recommend Qualtrics to everyone who is doing researches

Read full review >
Joel
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.09.2018 Company Size: More than 100 Employees Industry: Higher Education

Qualtrics is great tool for data collection

Read full review >
Lisa
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.08.2018 Company Size: More than 100 Employees Industry: Higher Education

It is pricy but powerful tool

Read full review >
Cedric
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 27.03.2018 Company Size: More than 100 Employees Industry: Chemicals

Great tool with great customer service

Read full review >
Ramiro
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 18.03.2018 Company Size: More than 100 Employees Industry: Higher Education

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
  • Adobe Launch
  • Freshdesk
  • Zendesk
  • Hubspot
  • Zapier
  • ServiceNow
  • Microsoft Dynamics 365

Qualtrics CX average rating:

Average score
5/5 (9 user reviews)
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Lisa

PROS: 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. I have found that Qualtrics University feature holds all the answers to my questions but when I try to reach out for direct customer service questions its support team walks me through everything I need to do in a timely response.

CONS: They could make the annual conference a bit more reasonable and I would like to pay some money to see the conference presentations online. Also, it would be great if they could make more robust way to process all the data that is collected via Qualtrics.

Reviewed 1 year ago

Read full review >

The least favorable review

Cedric

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.

Reviewed 2 years ago

Read full review >

More reviews from 9 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Great survey solution

Read full review >
Ken
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.09.2018 Company Size: More than 100 Employees Industry: Higher Education

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.

What do you think about this review? Great Poor

I recommend Qualtrics to everyone who is doing researches

Read full review >
Joel
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.09.2018 Company Size: More than 100 Employees Industry: Higher Education

PROS: 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 condense the open-ended portions of surveys. It allows you to keep track the time for completing the survey or to see how long people spend on certain page. You can easily learn how to use this tool.

CONS: Sometimes the software can be clunky because there are lot of options around and you need some time in order to find what you need and some of the options are not useful for us. I believe that other research are using all of its options and features. Also, there is no real explanation about the types of questions and why some questions are more useful than others. Additionally, when using it with other data analysis software it can be expensive tool.

What do you think about this review? Great Poor

Qualtrics is great tool for data collection

Read full review >
Lisa
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.08.2018 Company Size: More than 100 Employees Industry: Higher Education

PROS: 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. I have found that Qualtrics University feature holds all the answers to my questions but when I try to reach out for direct customer service questions its support team walks me through everything I need to do in a timely response.

CONS: They could make the annual conference a bit more reasonable and I would like to pay some money to see the conference presentations online. Also, it would be great if they could make more robust way to process all the data that is collected via Qualtrics.

What do you think about this review? Great Poor

It is pricy but powerful tool

Read full review >
Cedric
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 27.03.2018 Company Size: More than 100 Employees Industry: Chemicals

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.

What do you think about this review? Great Poor

Great tool with great customer service

Read full review >
Ramiro
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 18.03.2018 Company Size: More than 100 Employees Industry: Higher Education

PROS: 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 takes long. I’m using this tool for more than 6 years and I have to say that I’m extremely satisfied with its support team they are extremely helpful, polite, patient and knowledgeable.

CONS: It would be extremely helpful if they could make online-user community for admins where we can support and empower each other and share ideas. Also, I don’t think that Qualtrics is great tool for longitudinal surveys/panel data.

What do you think about this review? Great Poor

Great product for creating online surveys and collecting data

Read full review >
Rosemary
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.02.2018 Company Size: More than 100 Employees Industry: Hospital & Health Care

PROS: 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 start using it right away. The great thing about it is the fact that you can use it in lot of ways in order to gain data you need.

CONS: I don’t like that the NPS scores are displayed with percentage signs. I don’t have other dislikes about this software, whenever I run into some misunderstandings I contact the support team and they take the work in their hands and make the improvements.

What do you think about this review? Great Poor

Qualtrics is highly useful tool

Read full review >
Kim
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.02.2018 Company Size: More than 100 Employees Industry: Market Research

PROS: 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, tinkering with logic and etc. My whole work became easy and quickly with this product. The complex logic is actually more practical for field.

CONS: Sometimes some changes I make are not often saved properly. And because of this issue we have to spend lot of time on making some repetitive testing so we can be sure that everything is correctly input. But this is not happening very often.

What do you think about this review? Great Poor

Qualtrics is great survey tool and it has wonderful customer support service

Read full review >
Nick
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.01.2018 Company Size: More than 100 Employees Industry: Higher Education

PROS: 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 well-organized and you won’t have any troubles in finding them. I have learned how to use this tool on my own and I can really say that it is extremely easy to use it.

CONS: There are some features that I’d like to see on this platform. I have suggested some ideas to Qualtrics team and they told me they will do anything to make this happen.

What do you think about this review? Great Poor

I’m using Qualtrics as user and admin and I’m very satisfied from this tool

Read full review >
Eloise
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.01.2018 Company Size: More than 100 Employees Industry: Religious Institutions

PROS: 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 make your surveys the way you want. I have great experience with its support team and they always help me to solve some issues in a professional way. As a user and as an admin I have to say that I have great experience with this product and its service.

CONS: There is nothing I can think off. Whenever I run into some misunderstandings or issues the support team is always willing to help.

What do you think about this review? Great Poor
Reviewed By Jenny Chang
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