XM for Customer Experience

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

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Vorteile

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.

Nachteile

We decided not to proceed with the purchase due to cost

Vorteile

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

Nachteile

Nothing really, the software stands on its own.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

Whag i like most is the selections i have to choose from

Nachteile

What i liked least was some buffering but no complaints once that aas fixed

Vorteile

No other survey platform provides as many features and options as Qualtrics! You can easily program many different question structures, customize the look and feel, set the survey flow to optimize participant experience, create and use embedded data to improve survey logic and/or avoid having to re-join participant characteristics to exported results, set emails to trigger to an individual or contact list upon survey completion, use their library of questions and/or create your own to use in multiple surveys, easily see, edit, and export data/results... there's too much to mention!

Nachteile

At times Qualtrics experiences "hiccups" and randomly refreshes, which can result in losing some programming if it has not been saved. The Reports functionality is also slow to load and not as easy to use as the rest of the software - I still choose to export the data and create my own visualizations.

Vorteile

- Ease of Use
- Slick and simple interface, making it easy for anyone to use the software
- Real time answers from surveys

Nachteile

- Relatively High cost of implementation
- System-wide glitches are not uncommon
- Some surveys don't come directly through to you.
- Minor bugs that affects usability (frozen pages, but this is rare).

Vorteile

Our organization has been using Qualtrics for more than 10 years now. We use it while working with students, creating all types of surveys and conducting research projects. The best features include: 1) ability to copy the previous surveys which becomes very helpful and important when you work with complex surveys; 2) logic of the survey and ability to use the masked answer choices. This option is extremely helpful while working with the matrix-type questions, allowing you to modify and present the answer choices based on the answers to the previous questions. 3) The way we can view and download the data. Excellent options to see data from different perspectives, and use it in the reports.

Nachteile

We found that depending on each individual's (staff) knowledge and experience, some people found it a little bit intimidating. My suggestion would be to make sure you have at least one person who is very experience (or well trained) in this product, who can then provide training and support to others.

Vorteile

- We get very quick responses and solid support from the Qualtrics team
- The platform is quite flexible and adaptable to our needs
- We have a lot of control over much of the platform, which enables us to respond quickly when required
- It integrates extremely well with our CRM (Salesforce)

Nachteile

Some expected features isn't available (yet) e.g. ability to use customised "from" field for emails but I can imagine more featuresets will be added as Qualtrics continue to grow

Vorteile

Qualtrics has a nice interface and many different features that I do not realize I need or want until I need or want them. For example, Qualtrics has the simple ability to link surveys through strings, can help eliminate ineligible people from the survey and has various formats for export data. The questionnaire library is extremely helpful for me to find questions I created that I want to use repeatedly or common questions like sociodemographics. The various question types give me the flexibility to try different displays.

Nachteile

I am limited in some design elements. This may be partially due to my university's branding. I have not figured out how to control formatting from a master control so sometimes correcting different fonts and font sizes can be painstaking.

Vorteile

I like its intuitiveness; the clever anticipation of what I would most likely want to happen next and the bringing of it to fruition. Here's a simple but elegant example: I want to change a question number but the question is the trigger to a branch chain sequence. If I change the number, will it affect the branch logic which would mean tons more work? Answer: No! The program automatically changes the identification number in the branch chain sequence thereby saving time and effort.

Nachteile

Because of the vast number of options available in one's survey development, it takes some time to get used to the software's full functionality. That can be a little off-putting when one is anxious to get on with the project at hand. However, patience opens up a wide variety of tools and choices to enhance one's project...and a bit of experimentation can also reveal interesting and novel techniques to make the presentation look and feel better.

Vorteile

With our business, we needed a survey/experience tool that was extremely customizable, yet easy to use for our operational teams. With one or two exceptions, Qualtrics has been able to handle every use case that we've thrown at it with an extremely east to use interface. We have successfully automated 90%+ of our customer-facing operational workflows with this tool.

Nachteile

As with any SaaS solution, there were a few periods of intermittent performance. This was, however, immediately recognized and remedied by their top-notch support team.

Vorteile

Lets just say Qualtrics can do basically everything you throw at it. As an Enterprise level solution we used used a was to get feedback and experience insight for our customer/students after each program.

Nachteile

Administration requires experience, because there's so much you can do with this application admin user interface is quite intimidating almost requiring us to have a dedicated admin to support it.

Vorteile

My current organization is my first experience working with Qualtrics, and I am an admin who creates/delivers surveys using it. Qualtrics is a great platform allowing you to send enagement surveys, pulse checks, and plenty of turnkey solutions in the areas of Talent Acquisition, Product Testing, General Feedback, etc. Of course creating custom surveys from the ground-up is also an option. You can configure surveys and their questions in every way imaginable.

Nachteile

Two gripes: Using datafiles for surveys can be clunky, which can be solved by integrating the platform with your HRIS. In addition, I never understood why some survey types can be distributed in many ways (link, email, QR code, etc.), while other survey types can only be sent using emails.

Vorteile

I am a graduate student in Social Psychology so I use Qualtrics to program almost all of my studies. I find that it's one of the best softwares for creating surveys that I have come across. I like how it has a variety of different types of survey questions available and even other unusual capabilities such as heatmapping. It allows me to not be limited in how I create my studies and has even inspired me to collect other types of data that I would not normally collect because of the availability of the different features. I also have called their customer support system a couple of times and they have always been super helpful and quick to answer my call.

Nachteile

I don't like how it is difficult to do seemingly simple things, like moving questions around. I feel like this is a common theme in Qualtrics where they have a lot of great features but then they lack in making simple tasks stay simple.

Vorteile

What I like most about this software is it is a good product to use if you are collecting data. All of the information can be saved in one location with different methods (e.g., multiple survey's with one link, multiple choice or fill in the blank). It is easy to enter in all the information; however, it can be time consuming since you are building it yourself.

Nachteile

What I liked least about this software is it is not as intuitive to find the data to review the information. Additionally, the dates and times don't always match up to when the individual entered the information (this may be due to computers rather than the software).

Vorteile

It’s so easy to use and gives me everything I need in a survey tool. I recently had a problem with my template and customer support was able to provide me with a perfectly branded revision with no hand holding from me. I was very impressed!

Nachteile

I honestly find it very easy to use and it meets all my needs. I would be fishing for a complaint which I don’t want to do.

Vorteile

- dashboard capability
- data analysis
- survey building

Nachteile

It's not always intuitive.
It's built by Americans for American customers (ex: in Europe we need extra step to manipulate, upload, download CSV due to format differences)
Text analysis could be improved (too generic and inaccurate categorisation)
Reporting capabilities are limited in comparison to what is possible in dashboarding.
Pricing are not alsways scalable when you'd like to share broadly access to dashboards.
Frequency rules with SFDC Integration is not straight forward and is particularly difficult to get a clear understanding from support.

Vorteile

I like that the surveys are generally short and are offered soon after I use a product or go to a restaurant etc. I think the formatting of the surveys are nice and they are generally easy to navigate.

Nachteile

I have not had many negative experiences with this program. The only suggestion I would have is you cannot generally go back to a survey at a later time and all answers must be submitted all at once. It would be nice to be able to save your answers should something come up.

Vorteile

This is my go to to make surveys, it has a great deal of functionality, manages responses to survey questions, gives feedback on survey, does a test on your survey to give the user an opportunity to see what the data could look like. It has a number of different way to launch the survey.

Nachteile

As with any new software, learning it takes a little bit of time. After some instruction, I knew enough to create a survey. a pro is that there is a lot of functionality, the con is that there is a lot of functionality.

Vorteile

It is so specific for digital contact with clients in many forms, RRSS, email, SMS, QR, and both personalized and anonymous links. It is very versatile and that allows you to develop different plans to reach the contacts. I am also surprised by the functionalities for text analysis, it really reduces the difficulty of processing open answers without strictly doing one by one review, it is intuitive although the accuracy must be fine-tuned.

Nachteile

Although I like and it is super useful its reports and dashboards, I would like to have more customization capacity, file formats to export results, and graphics or visualizations in reports and dashboards. It is very limited and generally difficult to distribute CSVs without first having to manually "clean" them. I would like to have a more standard excel format. It also happens to me with metrics, although the formula editor is a bit cumbersome, and the text analysis, although it seems advanced to me, I think that some filter levels are missing due to feelings of themes and general feelings, to make the revisions that a Sometimes the algorithm may fail.

Vorteile

Qualtrics's ability to support embedded data and merge fields within email invitations. Large variety of question types and branching logic. We can use embedded data to remember how a contact responded to a previous survey and help with sample selection to drive valuable market insights.

The data visualizations through Vocalize dashboards. We were able to set up NPS dashboards for each department in our Sales and Service team. We also have tabs for each Salesperson.

Ticket management helps with documentation of actions performed on survey respondents that responded negatively. Assigning them to a team was easy and intuitive.

Nachteile

The Qualtrics Sales team was not transparent and reluctant to share our individual SLA when I was a new member of the team. I spotted inconsistencies in our quote such as response count and module access (Marketo and Tableau). Our response count was set to 5000 when our quote was for 6500. They fixed that when I pointed it out. Marketo was enabled when in their documentation it is described as an add-on feature. They disabled it to their benefit when I pointed it out. Tableau was disabled when in our Brand Administrator User Type permissions it is checked green for Enabled, but we do not have access to it according to our Sales account representative. Since Qualtrics works by quote and not by packaged licenses, it is difficult to pinpoint which individual modules we have access to. It is by the Qualtrics Sales team's discretion.

For a large portion of our license, SMS was a feature that was not accessible due to technical issues between Twilio and Qualtrics. It was fixed a couple months before our license expired. They did not describe what went wrong and presented the solution in a black box.

Qualtrics does not support printing individual tickets. Ticket exports do not include Comments made by our team. The reply feature within a ticket does not actually send out emails.

Vocalize dashboard email exports are inconsistent (about 50/60 successfully sent out each week). The other dashboards encounter errors when attempting to manually download.

Vorteile

Customer Service turns out to be a huge part of any user experience, but as a Brand Administrator, I was always getting requests from people in my organization about Qualtrics. I always found them to be readily available and willing to field whatever crazy request I was asking about. There are several high-quality survey and analytics tools on the market, but Qualtrics has really set itself apart by investing heavily into it's customer experience resources (physical, digital, and human) to round out a solid overall experience.

Nachteile

As an social science research scientist, I found that there are a few "hard coded" defaults in the system that do not really align with common research practice. There are not a ton, but one is the coded values of Likert-type items; because the default setting is Very Satisfied = 1 and Very Disatisfied = 7, I have to customize all of my subsequent items in my surveys to ensure that my averages or "TOP TWO" results meet what I expect. This is not a serious matter in the end because I'm aware of it, but I got burned by this a few times in the past and it cost me a good bit of time.

Vorteile

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

Nachteile

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

Vorteile

Il existe d'innombrables façons de personnaliser Qualtrics.Mon organisation utilise Qualtrics pour tous les types d' enquêtes, y compris les études de recherche courtes et longues .De plus, les utilisateurs peuvent le personnaliser pour inclure le logo et la palette de couleurs de leur entreprise .Il peut être personnalisé.

Nachteile

S'il y avait un bouton d' annulation , ce serait vraiment utile plutôt que d' avoir à recharger la nouvelle version en cas d' échec.

Vorteile

It's very easy to learn and master. There is good online help available and a lot of user groups.

Nachteile

I wish it was more customizable. I feel "stuck" in many ways having to use it in a certain way.

Vorteile

I really like how I was able to listen to calls in real time and assist my agents.

Nachteile

I do wish that there was a stronger alert system to let agents now that there stats are falling.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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,.

Vorteile

It's intuitive & customer support is EXCELLENT. I recently had a problem involving student survey recipients getting an error message when trying to complete a survey. Basically, if a student was repeating a course, he/she was getting an error message that they had already completed the survey (the previous semester) & therefore couldn't do it again. I checked the Support database, couldn't find an answer, then contacted Support directly. Their response was fast & solved the problem. I fixed the issue in several surveys where students were experiencing that problem, & now I can tell faculty members that it's no longer an issue.

Nachteile

I didn't like the new interface at first, but now I like it better than the old one. "Panel" was changed to "Contacts," which is much more intuitive, and the "Share Survey" icon was changed to the one that looks like a "V" on its side, like in my smart phone. Aligning these simple things in Qualtrics with the technology I use everyday on my mobile device makes Qualtrics much easier to use. I think it also makes it easier for faculty members whose surveys I work on because they don't use Qualtrics as often as I do, but they have to collaborate with me & check response rates to make sure their students are complying with the survey policy.

Vorteile

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.

Nachteile

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.

Vorteile

Very intuitive and easy to build surveys - also huge fan of their dashboard. I have most fun building my dashboard so I can track results - and then take screenshots of the graphs to put in my presentations. They always continue to improve their user features too.

Nachteile

I honestly have no complaints - they are always evolving their product to be more user-friendly with useful features.

Vorteile

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.

Nachteile

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.

Vorteile

The best part is the "survey flow" feature. It has allowed me to do everything I need to do for my projects, like assign different questions to certain conditions, and it is laid out in such a way that I can see how everything should work in a way that makes sense.

Nachteile

Some of the features could stand to be more customizable. For example, I wanted to send my participants an e-mail to do a second survey 2 days after they had completed the first survey, but there is no option for 2 days and you cannot input a custom amount of time. So, I've had to manually send e-mails each time, which has become cumbersome.

Vorteile

I love this software because of the ease of use, the pleasing aesthetic, and the multiple capabilities it has to collect data in so many ways!

Nachteile

I would appreciate it if you could time the whole survey so that in situations where only participants who took over 30 minutes receive a credit through an outside program.

Vorteile

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

Nachteile

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.

Vorteile

-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.

Nachteile

Pricey- We use it through institutional license.

Vorteile

Didn’t have much of a training session before using Qualtrics but it is very easy to pick up on and use. Quick and easy to create and edit surveys.

Nachteile

It would be very helpful if there was an undo button instead of having to reload the previous version in the event that you make a mistake.

Vorteile

- 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

Nachteile

- 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.

Vorteile

Qualtrics provides a unique level of flex-ability and design features when it comes to creating a survey. Additionally really like how easy it is to dump the data results into a variety of other programs from additional analysis / validation. This is my go to software when I need to capture a wide range of data from my stakeholders.

Nachteile

When it comes to customizing the aesthetics of a survey, it is a little bit cumbersome. The UI as it relates to customization, could use some moderate tweaking.

Vorteile

Qualtrics makes it easy to collect data and then use that data in dashboards to visually represent the responses. It's an easy to use software with many options of customization and flexibility. Support is always responsive and helpful.

Nachteile

There are small things here and there that I wish would change, but those are more on the interface side of things, and not the technical side.

Vorteile

Customers appreciate being able to fill out surveys on their mobile devices and their laptop computers.

Nachteile

I can't collaborate with colleagues when I write surveys

Vorteile

Qualtrics is an easy-to-use survey software. Based on your company or institutional needs, you can design surveys to gather information on users/students/customers. You can customize questions, and more importantly, you can customize multiple trails within the survey so survey takers can continue down the correct line of questioning.

Nachteile

Qualtrics is not the most aesthetically clear software out there. It takes multiple trials to make sure that the questions appear in the correct order. Our team always had to try out the surveys a few times before feeling comfortable sending out the information to our student body. In the version we used, the software also stopped at the survey level, so any data analytics we wanted from each survey, we had to use other programs to create those complex materials and means of organizing the information gathered.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

The cost of renewing every year can be a deterrent