XM for Customer Experience Reviews

Pros

It is very user friendly tool. The drag and features saves a lot if time and minimizes the coding effirt

Cons

The data and analysis section needs to be improved. The costing is little high.

Pros

Qualtrics customer experience is a great survey to measure customer satisfaction using the online survey tool. It is very flexible and very functional with a very user friendly layout to help build better surveys for customers and participants. Building surveys is painless and requires minimum knowledge. It is easy to create surveys using the drag and drop option with many features which help you select the question type. In one of the projects that I recently completed I was able to use the semantic differential scale function for understanding how people evaluate a new product concept on its strength and weakness. Other scales are also accessible for other question types. In another project that I completed I did use nominal scale for dichotomous questions, ordinal scale for rank order questions, and likert scale for likeliness questions. It was great experience having so many features available to customize in Qualtrics. Qualtrics allows you to create and store surveys. When you store surveys you can actually store the whole survey as well as store individual sections, blocks, and questions. It is very easy to replicate the sections and blocks from one survey to other. Surveys can be shared between different projects. At my workplace we maintain a shared library with survey templates and we also maintain a personal library for current and former projects. Overall building, storing, and recreating surveys is great feature of qualtrics customer experience.

Cons

Qualtrics is a great tool with features and functionality, but it is sometimes hard for everybody to get a hang of it. Some users require training on certain features, customer support is a great help for those queries, but it comes at an additional cost. Also, the wait times are very long . Qualtrics is a high cost tool and it doesn't have many packages to choose from. Small and midsize research firms should look for low cost basic tools for their surveys if they are not looking for sophisticated solutions. Qualtrics offers wide range of sophisticated solution which includes different type of scale, questions, visualization display etc. Many companies are not interested in such solutions they are happy with basic solution with basic questions which can lead to descriptive statistics. For such firms Qualtrics packages would be expensive. For advance statistics methods like regression, factor analysis, etc. The data analysis and data cleaning options offered by Quatrics are very insufficient. This mainly happens for scientific studies which involve complex multivariate statistics. Sometimes there is an issue with its adaptability with different browsers, we had this issue at our workplace where qualtrics wasn't working that fine with internet explorer. External panel management tools find it hard to integrate with qualtrics and this remains a huge challenge to overcome if an external vendor is used for sample management. Reporting capabilities are very limited to graphs.

Alternatives Considered

LimeSurvey

Reasons for Choosing XM for Customer Experience

SurveyMonkey is a good survey tool, though it has few deficiencies to overcome. Qualtrics is a very good when it comes to collecting data using complex measurements and instrumentation techniques. It gives you a good set of options when it comes to variety of question types, different skip patterns, branching logic, and reporting graphics. For doing basic surveys SurveyMonkey is a good option, but for the lower price, but for complex surveys, Qualtrics stands out.

Switched From

SurveyMonkey

Reasons for Switching to XM for Customer Experience

For complex surveys Qualtrics is an excellent option. In market research industry we are required to do different studies which include concept testing, copy testing, message testing, pricing study etc. For such studies you require to have a tool which can give you a wide range of options for scale. Qualtrics stands out to be the best tool which can help you build different scales. Qualtrics was superior to LimeSurvey when it came to this.

Pros

I used the Qualtrics free trial. I was seeking software to help boost employee engagement and was seeking a way to gather feedback on personnel In a confidential manner. The Qualtrics system is well laid out and was easy to use, we were able to collage an employee feedback survey within a few minutes and issue to as many staff as needed. We decided not to proceed with the purchase of the system due to cost and concerns on if the system would be used.

Cons

We decided not to proceed with the purchase due to cost

Pros

it is easy to use, easy to learn and mostly importantly it is adaptable and customizable.

Cons

Nothing really, the software stands on its own.

Pros

I liked that I was able to provide individual surveys to all of my respondents. I also liked that there were robust features available to show specific questions to specific respondents based on their feedback.

Cons

There was a big learning curve to figure out their own language for embedded text and stuff. I will say that I was very impressed with their customer service reps. Very easy to reach and very helpful.

Pros

-Data presentation- visuals, reports, spreadsheet
-Personalized and blinded survey links
-Automated features to send survey timed reminders through different channels
-Automated features to customize and send Thank you notes.

Cons

Pricey- We use it through institutional license.

Pros

Qualtrics is very user friendly and has a clean, organized interface. It gives every survey a look of professionalism. It also streamlines the data collection process.

Cons

The cost of renewing every year can be a deterrent

Pros

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

Cons

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

Pros

The fact that it is customizable makes me like it even more since we tailor it to meet our clients needs

Cons

Nothing against this tool, it has really helped us improve on how we handle our customers

Pros

Qualtrics allows your team a secure way to gather NPS data.

Cons

Qualtrics is a bit over complicated when it comes to managing your surveys.

Pros

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

Cons

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

Pros

I like that it is an organized and detailed platform; it allows us to efficiently gather and analyze data.

Cons

I can't think of anything that I don't like

Pros

I found Qualtrics to be extremely user friendly. The only "training" my former employer had available for this tool was a link to a 30-minute YouTube video, which I found to be entirely unnecessary. The interface was very straightforward, I appreciated the drag-n-drop functionality for moving questions up/down in order, and copying/reusing entire surveys or questions was a breeze.

Cons

I felt that the reporting layout, while visually compelling, was a bit clunky though I haven't used the tool lately. The ability to create reports from the data output is, in my opinion, one of the most important parts of any survey tool. I did like that it was relatively easy to get data back out of the system. Also, while Qualtrics provides a nice variety of pre-built survey templates for business, at the time I was a regular user, I needed it for higher education and found the templates to be less relative. The good news is that it makes survey creation so easy that it didn't take long to build my own reusable templates.

Pros

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

Cons

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

Pros

Qualtrics Vocalize makes it easy for me to share data with exactly the people who need to see it, and interactive filters give them flexibility to view exactly the data they want. There are many different chart types to choose from bar graphs, line graphs, tables, gauge charts, and word clouds, just to name a few of my favorites! I can assign permissions by user attribute or data field to show as much or as little data as necessary. The formatting options also allow me to choose colors and fonts to match my company brand, which is a huge plus.

Cons

I feel limited when it comes to doing advanced calculations (simple calculations are no problem). There is not a built-in feature to show response rates though sometimes this is possible to do with a calculation.

Pros

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

Cons

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

Pros

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

Cons

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

Pros

Easy to deliver surveys to research participants. Best part is tat data is automatically recorded for you so the need for any data entry by hand, virtually eliminating the chance of human error.

Cons

Setting up surveys/questionnaires on the admin side still leaves a bit to be desired. I have worked in research for 10+ years and often find it difficult to get the interface to do exactly what I want. Particularly, it is impossible to upload a Word document and have it publish a survey you have already written. It seems like that should be such an easy feature to provide.

Pros

The platform is beautifully organized. The surveys themselves are customizable and look great on a PC or a mobile phone (the mobile capability is a definite plus!). Importing and exporting data is easy, scheduling messages and reminders is a streamlined process, and the dashboards, although sometimes tricky to master, can show data in a variety of ways. Also, their customer service is far & away the best of any software program I've used!

Cons

There are only a couple things I can think of. The inability to copy dashboards is a huge setback when you have to come up with a few different dashboards for different roles but you want them all to have the same setup and historical data connected. The favorability scales could be expanded to include more Likert Scale options rather than just having Favorable, Neutral, and Unfavorable.

Pros

Not only does Qualtrics have basically every feature you could want, it makes sure you are publishing surveys that are accessible for screen readers. Customer support is fantastic, as well.

Cons

There's almost too many features, it can be overwhelming at first. Also, there needs to be a better way to edit multiple questions at once.

Pros

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

Cons

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

Pros

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

Cons

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

Pros

Infinite survey question options, great online support, strong user community, very low learning curve.

Cons

Somewhat pricey, overall there are some limitations in the types of deployment options, advanced features require some coding experience

Pros

The customer service is amazing as they are quick to respond to any query and are very helpful. The tool is mobile friendly and moreover, the dashboard is user-friendly and intuitive. Lastly, there are a lot of customizable options available for the survey which is great for market research purpose.

Cons

The product doesn't come free and is priced bit higher than other surveying software. The tool doesn't show accurate tracking of emails checked after a survey has been deployed although the status of the survey is shown whether it has been started or finished.

Pros

Easy to use and learn on the go. Excellent resources available to learn how to use more advanced functions. Broad capabilities. I use the tool about annually and I am able to quickly get going on creation even though I'm not in the tool more frequently. 5-star customer support.

Cons

It won't accept a Bluetooth signal from my brain to automatically create the survey as I think about it.