--- description: Review of XM for Customer Experience Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: XM for Customer Experience | Reviews, Pricing & Demos - SoftwareAdvice GB --- Breadcrumb: [Home](/) > [Survey Software](/directory/4503/survey/software) > [XM for Customer Experience](/software/94382/qualtrics-customerxm) # XM for Customer Experience Canonical: https://www.softwareadvice.co.uk/software/94382/qualtrics-customerxm Page: 1 / 11\ Next: [Next page](https://www.softwareadvice.co.uk/software/94382/qualtrics-customerxm?page=2) > Qualtrics CustomerXM is a cloud-based customer experience management system that helps small to large sized businesses monitor customer interactions and forecast purchase behavior. Its key features include net promoter score (NPS) tracking, audience segmentation, communication management and survey design. The application comes with a digital CX feature that lets marketers launch surveys, collect feedback and share reviews on social media channels. Supervisors can assign teams or individuals role-based permissions and provide access to resources. Further, the solution assists team members with collaboration, scheduling and task assignment. Qualtrics CustomerXM integrates with third-party platforms such as SAP, Salesforce and JIRA. The solution comes with a mobile application for iOS and Android. Support is provided via phone, chat and email and pricing is available on request. > > Verdict: Rated **4.6/5** by 255 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.6/5** | 255 Reviews | | Ease of Use | 4.4/5 | Based on overall reviews | | Customer Support | 4.6/5 | Based on overall reviews | | Value for Money | 4.5/5 | Based on overall reviews | | Features | 4.6/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Qualtrics - **Location**: Palo Alto, US - **Founded**: 2013 ## Commercial Context - **Starting Price**: US$1,500.00 - **Pricing model**: (Free version available) (Free Trial) - **Pricing Details**: Contact Qualtrics for pricing information. - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Chinese, Dutch, English, Finnish, French, German, Irish, Italian, Japanese, Korean, Spanish, Traditional Chinese - **Available Countries**: Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, China, Colombia, Costa Rica, France, Germany, India, Ireland, Italy, Japan, Mexico, Netherlands, Puerto Rico, Spain and 5 more ## Features - 360 Degree Feedback - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Agent Interface - Alerts/Escalation - Alerts/Notifications - Analytics - Anonymous Feedback - Assignment Management - Automated Routing - Automatic Transcription - Behaviour Tracking - Behavioural Analytics - CES Survey Structure - CRM - CSAT Survey Structure - Call Centre Management ## Integrations (38 total) - Adobe Analytics - Annex Cloud Loyalty Experience Platform - BHN Rewards - Chattermill - ClickTale - DataGrail - Dynamics 365 Business Central - Freshdesk - Fuel Cycle - Fullstory - Glassbox - Grade.us - IVR Technology Group - Jira - Kantata ... and 23 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Survey Software](https://www.softwareadvice.co.uk/directory/4503/survey/software) ## Related Categories - [Survey Software](https://www.softwareadvice.co.uk/directory/4503/survey/software) - [Review Management Software](https://www.softwareadvice.co.uk/directory/4285/review-management/software) - [Customer Retention Software](https://www.softwareadvice.co.uk/directory/4619/customer-retention/software) - [Customer Experience Software](https://www.softwareadvice.co.uk/directory/4574/customer-experience/software) - [Customer Satisfaction Software](https://www.softwareadvice.co.uk/directory/4627/customer-satisfaction/software) ## Alternatives 1. [SurveyMonkey](https://www.softwareadvice.co.uk/software/157864/surveymonkey) — 4.6/5 (10428 reviews) 2. [Jotform](https://www.softwareadvice.co.uk/software/433821/jotform) — 4.7/5 (2795 reviews) 3. [Connecteam](https://www.softwareadvice.co.uk/software/109560/connecteam) — 4.6/5 (5068 reviews) 4. [Typeform](https://www.softwareadvice.co.uk/software/324633/typeform) — 4.7/5 (945 reviews) 5. [Mailchimp](https://www.softwareadvice.co.uk/software/111921/mailchimp) — 4.5/5 (17572 reviews) ## Reviews ### "Survey platform with features and functionality with ease of use." — 4.0/5 > **Prathamesh** | *16 December 2019* | Retail | Recommendation rating: 9.0/10 > > **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. > > Overall, Qualtrics is an excellent survey tool. It is standard survey tool for market research firms and universities where the aim to collect data using an interactive yet ease to use platform. Basic data visualization is good for keeping track of the descriptives. Customer support comes at a price though works well if your firm is inclined to make Qualtrics use efficient. Managing multiple projects is a piece of cake for this tool. Making the process effective and efficient is an another benefit. Qualtrics helps researcher to build a solid foundation of a chain of projects that they can lead from a single library. The benefits of Qualtrics overweigh the pros making it an ideal survey tool for researchers. Overall, Qualtrics is highly recommended to users. ----- ### "Qualtrics XM Survey Platform" — 4.0/5 > **Verified Reviewer** | *5 February 2026* | Insurance | Recommendation rating: 7.0/10 > > **Pros**: It's an industry leader, used more often than any other survey platform (I believe this is still true), it has robust capabilities, and it's fairly user friendly. > > **Cons**: Their customer service is not as good as it used to be, and both their programming interface and reporting tools could be easier to use. ----- ### "Qualtrics for survey and data analysis" — 3.0/5 > **Sean** | *10 June 2021* | Higher Education | Recommendation rating: 7.0/10 > > **Pros**: Qualtrics has become essential to the operation of my university. Virtually all elections/surveys/etc are done via this platform. I use it to perform exit interviews of student classes, for masters student committee's assessment of a thesis defense and other related functions. Search committees use Qulatrics during the hiring of candidates when our faculty needs to polled about their opinions. > > **Cons**: I am not a fan of the actual survey taking experience. I've had issues where the touch pad on m laptop has accidentally changed a selection I made, and it was submitted without me realizing it. The UI looks nice but is clunkier than it lets on. Also, these surveys are not good about (i) communicating their length, and (ii) allowing users to go back and change an answer. I find (i) is a bigger issue in a long survey where you are under the impression that you'll have a final field to respond. Sometimes it just abruptly ends,. > > This is something I have to use on the job because we have an institutional license but it is one of my least favorite software packages on campus. It's not awful; I'm just not a fan in general. ----- ### "It's ok, could be improved" — 4.0/5 > **Ryan** | *29 October 2025* | Real Estate | Recommendation rating: 6.0/10 > > **Pros**: More stable and better ability to glean insights from data collected compared to some of the other VoC tools out there > > **Cons**: Could be costly and set up is tedious with a lot of customizations required, but i guess with more power comes more responsibility ----- ### "We love Qualtrics for CustomerXM" — 5.0/5 > **Verified Reviewer** | *27 October 2021* | Banking | Recommendation rating: 10.0/10 > > **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. > > Our experience has been great. They were great to work with during our implementation and are always willing to work with us on a project or if we have questions. ----- Page: 1 / 11\ Next: [Next page](https://www.softwareadvice.co.uk/software/94382/qualtrics-customerxm?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.uk/software/94382/qualtrics-customerxm) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data