Qualtrics XM for Government (GovCloud, FedRAMP) [Private Offer Only]

At our company, we don't use the solution daily, but it's used on a project basis, as Delighted by Qualtrics is a tool for HR operations. Currently, our company is managing some onboarding and exit surveys around the tool to collect data.

The aforementioned surveys identify customers with whom the tool's criteria align. At our company, we also have process owners who analyze the results with Delighted by Qualtrics occasionally. 

At our company, we have availed the employee experience license for Delighted by Qualtrics, the initial license was procured in 2021. The product is almost the same even with the additional lifecycle license, so our company does not have the hire and retire options within the solution. 

The solution allows the development of multiple surveys based on the lifecycle. The onboarding and exit surveys, as part of the lifecycle surveys, can run automatically. According to the survey results, at our company we implement the Ad Hoc based on the set of rules connected to the HR system.

For instance, due to the automation feature, after six months of completion of an employee, they are automatically added to a participant pool and invited for the survey along with reminders. Due to Delighted by Qualtrics, HRs don't have to manually send surveys. 

By the use of workflows in the solution, you can set notifications that will be sent via email; they can be sent to HR managers, leaders, or certain professionals. The automated notifications can be role-specified, and if surveys have sensitive elements, they need to be tracked immediately. Workflows in Delighted by Qualtrics can help users identify sensitive factors and take immediate action. 

Overall, Delighted by Qualtrics's system is user-friendly. With very limited training, I was able to navigate the solution and learn about the survey processes and data appearance. 

The process of creating, updating, and importing participants needs to be more flexible in Delighted by Qualtrics. When a new user needs to be added into the system, for instance, if someone joined the HR team, like a leader or a CHRO, they should have access to prior surveys which need to be manually implemented. 

Every user must be added as a participant in every survey, and their access must be fixed at the survey level. The aforementioned manual process is time-consuming and needs to be improved by the vendor.  

There is definitely room for improvement in the product when it comes to the analysis, dashboard, widgets creation and data visualization. The participant management feature and historical data access also need improvement. 

I have been using Delighted by Qualtrics for three years. 

Throughout the implementation process, our company encountered several bugs and system breakdown incidents. For example, when configuring the lifecycle surveys and building dashboards as part of the setup, there used to be numerous glitches.

Also, there can be sudden interruptions while dealing with data for surveys and dashboards. Even now, while working with Delighted by Qualtrics, I have faced some glitches for which I had to contact customer support. I would rate the stability a seven out of ten. 

At our company, we haven't faced any obstacles with the scalability of the solution. At our company, we began by only using the engagement surveys, and when the lifecycle was added, we were able to streamline and globalize the processes for sending the onboarding and exit queries. In our organization, we managed to scale up the listening program on a global level, and the solution also has the capability to scale up the candidate experience. I would rate the scalability an eight out of ten. 

The usage of the solution in our organization depends upon the individual roles, the tech professional will have duties like setting up surveys and fixing participant lists. If I am not available for a working day, then one of my colleagues will replace me to use the solution.

In our organization, we have a super admin system for every small team, and dedicated HR teams manage the data, which can be around 15 to 30 professionals. Team leaders handle the engagement surveys and can obtain a report when five responses accumulate. About 100 to 200 leaders in our company use Delighted by Qualtrics. 

A couple of years ago, when I started with the solution, whenever I contacted the support team in that phase, I received good assistance as most of my queries were basic.

Presently, I witness a decline in support quality as the support team members are unaware of how to resolve the issues I am facing, and thus, they reach out to engineers, which becomes quite time-consuming. I would rate the customer support a six out of ten. 

Neutral

At our company, we faced multiple glitches during the initial setup of the product. 

Delighted by Qualtrics is more expensive than the competitor solutions. In my personal experience, even if I imagine that we have a partner running the solution on our behalf, internal resources will still need to be allocated to every single survey.

You can still pay a consultant for the rest of the solution's management, but you still need to be involved. I would rather develop some capabilities in-house. Overall, I believe the product is worth the money and adds value to the organization. 

As per the engagement survey in our company, the enterprise tool is used to measure employee engagement and experience. When our company runs the global version of Delighted by Qualtrics, which also covers the non-office members of the organization, the setup is a little bit different, and we measure the entire experience working in the company. 

The solution helps us get an overview of what's happening around the customers or employees. Delighted by Qualtrics also helps measure the posts, provides insights into multiple business areas, and identifies issues. At our company, Delighted by Qualtrics is a leadership tool that assists leaders with team insights, and some managers also have access to the reports feature. 

Our company had a partner who is certified in both the HRIS system and Qualtrics, they helped in integrating SuccessFactors with Qualtrics. The directory and contacts in Qualtrics get automatically updated with real-time data from HR systems. All employees of our company are added to the Qualtrics directory with some additional metadata that remains up-to-date. For instance, if I update my profile in a Qualtrics-powered HR system, all the relevant data gets transmitted to the Qualtrics system. 

With the SuccessFactors integration with the solution, there are new advantages; for example, an event is sent when an individual is terminated voluntarily, so if someone submits their resignation today, the termination gets processed in the system. Then the individual gets flagged as a resigned employee in Qualtrics, and surveys are automatically sent to the person.

There are such aforementioned integrations available because Qualtrics used to be a part of the SAP ecosystem and such integrations are implemented in the backend in a plug-and-play format. The setup of the solution was easy, and in our organization, it's deployed on the cloud. I would rate Delighted by Qualtrics as nine out of ten. 

I would advise anyone looking to adopt Delighted by Qualtrics to first gain capability in handling the system and develop the strategy for identifying the purpose or use cases of the solution. In addition to the aforementioned points, I would also suggest having someone responsible for action planning, insights, and analysis. A company should also look for a solution partner or consultancy that already has knowledge of employee experience management. 

I work with clients from the APAC and EMEA regions at a consulting firm. 

The tool is also quite good. We get regular updates on Qualtrics as a weekly product update, so the product is upgraded every week. 

So, use cases differ from industry to industry. I have dealt with the medical industry, banking, finance, and other sectors. Depending on the domain, customers reach out to us based on their use case. 

It can be an after-sales customer experience or a website feedback survey. It can also be post-transactional feedback, getting feedback from the customer transaction-wise. There are different touchpoints for different industries and different use cases. I get a lot of custom use cases to solve.

The real-time feedback mechanism in Qualtrics is quite good. We make the dashboard beforehand, and the customers get to use it. They can see when the response is coming in and see all the charts and everything, how it's coming up.

Workflows are very powerful. There are a lot of good things, but I feel workflows are the best. You can connect Qualtrics with any CRM tool and push or pull information between them. 

It can also be integrated with other tools like Power BI. Some people feel that even the dashboard is improving a lot, and it's quite good. Personally, I feel that Tableau and Power BI are much better than iQ.

Text iQ is very powerful. It's a text analysis tool that analyzes open-ended comments. It can read all the open-ended comments based on the query you have checked and distinguish between negative and positive comments. It gives the sentiment score and categorizes the comments into different topics. It's quite powerful and helps customers a lot.

AI-driven initiative:

• Qualtrics has recently used a lot of AI in Qualtrics. One is Text iQ, which is an AI tool that uses natural language processing. 
• Another is the AI chatbot that assists with support inquiries. If my query is not resolved, I can reach out to Qualtrics support, which is available 24/7 by phone or email. The AI chatbot is quite helpful.

There is a lot to improve in Qualtrics. 

1. The dashboard is quite slow compared to other dashboards like Power BI and Tableau. The attractiveness of the dashboard also needs work. For example, if I want to move widgets from one page to another, I have to do it one by one. If there are many widgets, I cannot multi-select and move them. 

2. In workflows, they can be categorized into folders. Currently, there is no folder structure. So, Qualtrics should introduce folders where you can put multiple workflows in one place. 

3. Qualtrics can also introduce AI features to suggest how to build a survey. For example, if I make a grammatical error or if I input a query that a client is looking for a particular kind of survey with a specific use case, it should automatically suggest some templates for building a survey.

There are a lot of things they can improve on. These are just a few.

I have worked with Qualtrics for around two years. I have the SaaS version of the solution. 

There are issues sometimes. It happens if we have missed something. Sometimes Qualtrics does a data centre cleanup, and they give information, but sometimes it hampers our work. There are times when things can go wrong, but it is controllable. It doesn't cause major impact.

It is scalable. The number of users depends upon the license and how many users are allowed. It can be 15, 20, even 50 people.

There is a room for improvement. 

Neutral

There is SurveyMonkey, which is quite good, but not comparable to Qualtrics. Qualtrics is way ahead of SurveyMonkey. There is Medallia as well, and Confirmit. Every platform has pros and cons. 

Qualtrics has a lot of pros. For example, the workflows are very good. They integrate with a lot of things, like Salesforce, Google Sheets, Tableau, Power BI, Snowflake, Canvas, and more. Qualtrics has a lot of pros compared to other tools like SurveyMonkey. But with respect to the dashboard, I think Qualtrics should work on it. Even the survey-taking experience, I feel that Hotjar and SurveyMonkey are better than Qualtrics. The survey-taking experience is quite good, but it is quite improved in Hotjar and SurveyMonkey.

It is very easy. Qualtrics provides Basecamp videos on their support site. When we reach out to clients interested to build questionnaires, we provide them with these videos, which are helpful. 

It's quite user-friendly, and anyone can build surveys. We also give training for the dashboard, but there are videos clients can view to get started and build some things in Qualtrics.

Implementation strategy:

1. The implementation strategy starts with a kickoff. Sometimes, there's an internal kickoff where we, including the Qualtrics account executive, discuss the client's use case. 
2. Then, there's a kickoff call with the client where we explain each deliverable from our side and theirs. We give a timeline with a rough project plan, which the client can tweak. 
3. We suggest weekly calls with the client and ask for the Qualtrics account credentials. They should create an admin account for us, and then we get started with the build work. We have weekly calls with the client. 

The project flow depends on the client's use case and its complexity. Sometimes we start with single sign-on and custom email domain setup, then SSL setup, followed by the survey build, XM directory setup, and so on. Then we move to the dashboard, and if there's any Text iQ work, we do that, along with Customer Advisory work.

However, the flow of the project depends on the clients and their use cases. 

Integration capabilities: 

• Qualtrics supports integration, but it depends on which CRM tool we use. There are three methods to integrate with another CRM tool: JSON event, SFTP, and API calls.

• JSON events require creating a workflow and a web service task to pass information from Qualtrics to other CRM tools. It involves creating a data load and adding all the information you want to pass.
• SFTP is used to pull information from a server into Qualtrics, like pulling a contact list. Qualtrics provides its own SFTP server, but you can use other servers like the client's FTP server or even Google Drive.
• API calls are used for pushing information from Qualtrics to any CRM or pulling information from any CRM into Qualtrics. One example is a refund use case where the client was selling earphones. As soon as the earphones were sold on the website, the information would come into Qualtrics, and a service would be triggered from Qualtrics. The customer would then receive a survey via email.

The resources required for the deployment depend on the project. If it's a very huge project, an enterprise project, then three to four people are needed. But if it's a normal project with an implementation duration of four weeks, then two people are sufficient. 

Even sometimes one person can handle the whole project. Mostly, we go with two people handling the whole project. Even if it is a year-long project, then two people are sufficient. But if it's a huge use case, then there are more resources involved.

It is not that difficult to maintain. It depends on the project. If it is a survey with a lot of Javascript and CSS involved, then scalability is a question. But if it is a simple survey, maintenance is not an issue.

The ROI is quite good. There are a lot of big clients that use Qualtrics. So, the return on investment is good, and that's the reason people go for Qualtrics.

Pricing depends upon different kinds of use cases. I think 8,000 to 10,000 pounds is an average. It depends from use case to use case. For example, I worked for the London Stock Exchange, where Qualtrics was around 66,000 pounds.

I would recommend it to other users. My advice to other users would be to reach out to Qualtrics support and the XM community, which is quite helpful. 

If a particular use case is very peculiar and unique in nature, users can reach out to the XM community, where people from all around the globe who use Qualtrics can help you out. If you are stuck anywhere, they can help. The XM community is quite helpful.

Overall, I would rate the solution a nine out of ten. 

The solution's use cases differ from client to client. Clients have their own use cases, such as education, enterprise, health care, and government.

Delighted by Qualtrics is good for visualization purposes. We can frequently analyze the data with the help of dashboards. The solution has other extra features, like Stats iQ, Text iQ, and Predict iQ. We can integrate the tool with any other system through out-of-the-box integration.

There are some limitations in the survey flows. We can't migrate the data from one source to another source with the help of supplemental data. There are some limitations to that process. Sometimes, a lot of emails bounce back during email distribution. This negatively impacts the client, who wonders why the emails bounce back even though they have whitelisted all the IP addresses.

We cannot use the solution's dashboard to create everything the clients ask. Sometimes, we have to restrict them to the only available options to create any kind of visualization they want. Sometimes, when we create a custom matrix in the dashboard, the whole dashboard we created breaks down. Then, we have to create the whole dashboard from scratch again, which causes a lot of time constraints.

I was recently setting up a Salesforce rule wherein I was trying to pull the data from the Salesforce end into Qualtrics. However, it gave me an error stating that you can't use this workflow and didn't allow me any kind of workflow rule. It has been happening for the past one to two weeks. We have raised this issue with Qualtrics support but haven't gotten a satisfactory reply.

I have been using Delighted by Qualtrics for more than two years.

We didn’t face any stability issues with the solution.

I rate the solution an eight out of ten for scalability.

When we raise an issue, the support team takes about one to two days to solve it, and we can't wait that long. When we try to explain our issue on a phone call, they say they will discuss it with our internal team, which will take one to two business days. Solving our issue takes a lot of time, and our clients can't wait that long.

Neutral

For some clients, the solution's implementation generally takes one to two years. For others, it takes about eight, 12, or 14 weeks.

When the sales team tries to sell this product to clients, they ask what they can achieve or what benefits they can get from this tool. Some clients felt that this product was expensive when the sales team tried to sell it to them.

Integrating the solution is easy for some of the out-of-the-box workflow rules. However, we sometimes face challenges because of restrictions on the client side. The solution provides good real-time feedback. The product is updated each month, and we learn a lot of new things. We try to implement everything that has been upgraded into the tool in our sandbox environment.

I would recommend the solution to other users. If you wish to do any kind of survey analysis, Delighted by Qualtrics is a great tool for analyzing your data. Not only can you analyze your data, but you can also do any statistical analysis, analyze your data, send data with the help of KPIs, and create any kind of integration.

If you wish to send your data from Qualtrics, you can export it or create some API-based use cases. You can automatically update to any kind of platform that you wish to use. Other than that, you can also use the solution to keep your data private.

Overall, I rate the solution an eight out of ten.

I use the tool to implement solutions for our clients. It is a customer experience management platform.

I prefer working in customer experience. Employee experience is a bit more complicated. Text iQ is a great feature. Real-time feedback is one of the most important features. We gather data from different resources. Dashboards are updated in real-time. 

When I deliver the projects to my clients, they can take action on the feedback in real-time. The ticketing system is also very powerful. We can close the loop with the customers. The vendor is constantly iterating the platform and adding new features.

It is difficult when the features get moved to another place after the updates. The vendor could use a different methodology to implement it. We struggle with it. However, most of the time, the new feature added is better than the previous one. So, it is not a complete disadvantage.

I have been using the solution for the last two and a half years.

I rate the stability an eight out of ten. Most of the improvements made constantly cause some friction in the platform. However, it doesn’t last long, so it is not bad.

I rate the tool’s scalability a ten out of ten. The vendor is continuously improving the platform. It is very scalable. Most people in my organization use the solution because we are a consulting company.

The technical support is quite good. The support people are quick to respond. When the front-line people cannot solve our issue, they escalate the ticket to the engineering team. They also keep us updated about any incidents that occur.

Positive

The tool is deployed on the cloud. The ease of setup varies depending on the complexity of the business. It will be easy if we have a very simple configuration. If we implement it for banks, they have a lot of security, firewalls, and additional configurations, which would take more time and be more complex. The deployment is quite simple for us. The tool is quite customizable.

The solution provides different pricing plans. We can customize the plans with different features. The product is not cheap. However, it is customizable, so it is worth the money.

I've worked with many other platforms. We must understand that it is a customer experience management platform and not a survey platform. It is a little confusing. I have heard people comparing the tool with SurveyMonkey. It is not a correct comparison. It could be compared with QuestionPro. Medallia is a competitor of the solution. Delighted by Qualtrics is really worth it. If someone needs surveys, they must use SurveyMonkey.

I work for a consulting company. It advises clients about customer experience, employee experience, and brand experience. There is a discover feature available in another tool. Qualtrics has a similar feature. It is good. We are partners. We also use the solution in our own company.

I will recommend the tool to others. It's important to keep updated on the features and study the use of the platform completely. Sometimes, people buy the license before they learn to use it. There is quite a lot to do with it. It is a unique tool and should be taken advantage of. 

Overall, I rate the product a ten out of ten.

The most important feature is TextIQ functionalities and dashboarding, where we can read the results from Qualtrics.

Qualtrics always bring up new things. There might be some related issues that take some time to resolve.

I have been using Qualtrics Customer XM as a partner for the last five years.

There might be issues when a new thing launches. We raise it to support, but It sometimes takes one or two months.

Many clients are transitioning from various platforms to Qualtrics. When transitioning from SurveyMonkey or other software, there may be an urgency to establish or implement the project promptly. In such scenarios, resolving any issues before the launch deadline becomes crucial.

I rate the solution’s stability an eight out of ten.

The user base can vary significantly across organizations. Larger enterprises might have over 100 to 1000 users who can make complex decisions tailored to their needs. Smaller clients might have 10-12 individuals. The platform is flexible and can accommodate the requirements of clients of all sizes.

I rate the solution’s scalability a nine out of ten.

The initial setup is pretty straightforward. It's very user-friendly and very intuitive. 

I set up the initial project survey dashboard, including the workflow and integrations for data input and service delivery. This process is entirely automated, allowing for seamless operation. Initially, I handle the setup, and then we train clients, guiding them through the system we've established. Moving forward, clients manage the process themselves, which is intuitive. Even newcomers grasp the basics within two to three months.

Deployment depends on the urgency. Initially, once the SoW is signed with Qualtrics, within two weeks, the designated account executives will receive the login credentials and necessary information. The timeline for building and launching the survey varies based on the project's urgency. We've executed launches in as little as two days for simpler surveys, while complex surveys might take longer, even up to eight months. The timeframe depends on factors such as survey complexity and any necessary integrations. It can be completed within two weeks.

Qualtrics easily integrates with various software applications, facilitating a comprehensive overview of customer data within the platform. This integration enables businesses to gain insights into the customer journey, allowing them to draw meaningful conclusions and take action at the right time. Everything is dynamic.

The product is expensive, but compared to competitors, it is cheap. SurveyMonkey is cheap, but it does not offer such functionality.

TexIQ analyzes text data. Traditionally, text analysis has been challenging, but with AI, Qualtrics has developed advanced models that can be referenced for various industries, such as restaurants and banking. These models categorize and analyze text, allowing users to understand sentiments and identify areas for improvement. Qualtrics offers other analytical capabilities similar to tools like Tableau and Power BI. Qualtrics's ability to consolidate insights into a single dashboard sets it apart. This dashboard can be customized based on user permissions, providing tailored views for managers and executives. Qualtrics simplifies the process by requiring only one dashboard to accommodate different user needs and permissions.

It becomes a bit hefty when it comes to integrations, automation, or API-based things. If they want to build a survey and later launch it, those parts are even simpler.

I recommend the solution. Qualtrics offers outstanding survey programming capabilities alongside pre-built solutions for various products. For instance, it seamlessly integrates with SuccessFactors, ServiceNow, and AWS. It provides out-of-the-box integration expertise; even if something isn't readily available, it can be achieved through APIs. This enables users to integrate with their in-house systems and consolidate data, facilitating survey distribution via multiple channels, including text messages. Unlike traditional market research tools that often require multiple platforms, Qualtrics Customer XM streamlines the process into a workflow. From survey creation to data capture and analysis, users can leverage AI for insights and use built-in functionalities to address customer issues effectively. Its intuitive interface simplifies training, ensuring team members can quickly grasp its usage and maximize its potential.

Overall, I rate the solution a nine out of ten.