We use the solution to run surveys on behalf of our customers.
Qualtrics
Qualtrics LLCReviews from AWS customer
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Understands statistical significance
What is our primary use case?
What is most valuable?
The solution understands statistical significance. You can capture the same interface where we're programming and hosting the surveys.
What needs improvement?
The graphical analytics tools are clunky and challenging to use. We are dealing with the raw data and exporting it to build our data visualization.
We do many surveys, and getting those to appear the way we need them is hard. It would be easier to send a hyperlink to a client with a beautiful dashboard.
For how long have I used the solution?
I have been using Qualtrics Customer XM for two years.
What do I think about the stability of the solution?
I rate the solution’s stability a nine out of ten.
What do I think about the scalability of the solution?
I rate the solution’s scalability a seven out of ten.
Which solution did I use previously and why did I switch?
I’ve used SurveyMonkey, Vision Critical, and Confirmit. We opted for Qualtrics because it has an easy-to-use interface with little training.
How was the initial setup?
The initial setup is very straightforward.
What was our ROI?
We have two returning customers for the solution.
What's my experience with pricing, setup cost, and licensing?
You have to buy a bucket of respondents. When you use those, you have to buy another bucket. Qualtrics could structure their license agreements. They could prefer an annual subscription to survey software vs. buying response buckets.
What other advice do I have?
Qualtrics has an easy-to-use interface with a short learning curve, allowing you to focus your expertise on writing the best surveys and doing the best analysis.
Overall, I rate the solution an eight out of ten.
Which deployment model are you using for this solution?
Public Cloud
A cloud experience management platform to measure customer satisfaction
What is our primary use case?
Qualtrics is an experience management platform with four major modules: customer, product, brand, and employee. Initially, we focused on customer experience, specifically call center feedback and agent productivity. Our main objectives were to measure customer satisfaction and NPS after every interaction, such as phone calls. We streamlined this process by automating the triggering of surveys for agents. Additionally, we utilized Qualtrics for gathering store purchase feedback in a retail setting. For instance, customers could provide feedback via kiosks placed in stores, where they could indicate their satisfaction levels using a color-coded system such as green, yellow, or red. We also implemented this feedback system in kiosks.
We also use Qualtrics for gathering online website feedback. It's particularly useful for assessing the effectiveness of our content, especially for one of our clients who heavily relied on blogs, articles, and other published content to drive engagement on their website. Essentially, Qualtrics enables us to receive feedback on content releases promptly. We utilize it not only for website feedback but also for support articles. While its primary application lies within customer support, we also leverage Qualtrics for marketing purposes. Specifically, we employ it for website and app feedback to ensure users have a seamless experience, prompting pop-ups to gather their feedback at various touchpoints, such as completing transactions. This initial usage expanded as we gained familiarity with the product, leading us to adopt it for employee experience management. This involves running annual employee engagement surveys, as well as studies focusing on diversity and inclusion, conducted every three to six months. These surveys allow us to monitor employee satisfaction, gauge their sentiment towards the work environment, and gather insights on their willingness to recommend the company to others. In essence, Qualtrics serves as a vital tool for collecting and analyzing workplace feedback.
How has it helped my organization?
There are different types of users: business users, end users, and decision-makers like CMOs and CFOs. Their satisfaction varies based on their roles and responsibilities. The flexibility of Qualtrics allows for easy adjustments to subscriptions, which contributes to user satisfaction and investment. This flexibility ensures users don't feel locked into the platform and can adjust their subscriptions according to their needs as they scale their business or expand into new areas.
From an end-user perspective, satisfaction stems from the rapid results obtained using Qualtrics. Moving from conceptualization to implementing a feedback program is swift due to the platform's efficiency. While there may be extensive research and survey preparation required, the technology itself enables a minimal time-to-market. This reflects positively on the robust support provided by Qualtrics, ensuring users have assistance whenever challenges arise.
What is most valuable?
The major feature of Qualtrics is prebuilt integrations, facilitating actionable feedback. It seamlessly integrates with messaging platforms, triggering automatic messages for employees to act upon customer feedback. These integrations are among its primary strengths, with numerous prebuilt options and easy setups.
The solution has an intuitive user interface, making it easy for new users to create and launch surveys. The complexity is abstracted in the backend, making the platform straightforward. Additionally, Qualtrics is full of open-source research. With AI-driven text analysis, the system provides actionable insights in simple language, eliminating the need for extensive manual data analysis.
What needs improvement?
Qualtrics needs to focus more on broader CX programs and customer experience. It is pioneering new feedback collection methods that integrate both employee and customer feedback to evaluate employee performance. This approach is good for enterprise businesses. Qualtrics could enhance its offerings for small-scale use cases, such as ad hoc feedback collection. Additionally, they could improve their go-to-market strategy and possibly develop their own IVR tool. While they already have a strong community, there's always room to provide more value to their customers.
For how long have I used the solution?
I have been using Delighted by Qualtrics as a partner for four years.
What do I think about the stability of the solution?
Our issues are resolved. The stability is cool. Qualtrics has data centers distributed across the globe, which adds to its enterprise-level capabilities. I'm familiar with this because I've worked extensively with SAP, which acquired Qualtrics in 2018 for two billion dollars. The reason was the global reach, robust security measures, and other exceptional features it offers.
I rate the solution’s stability a nine out of ten.
What do I think about the scalability of the solution?
The solution’s scalability is good. We use it for minimal use cases. We have less than ten users using this solution. Our customers have a team of 20-30 members using Qualtrics.
You can buy as many users as for your license.
How are customer service and support?
You can also write or call customer support immediately if something is not working fine. They can solve your problem. The flexibility is impressive. It's even better than calling a retail store to ask if they have a jacket in your size. It's even faster than that.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have used SurveyMonkey before. We have been Qualtrics for a very long time. We have a lot of interest in Medallia for the customer experience. For employee experience, there was another Microsoft platform we used. Qualtrics was the first one that checked all the boxes, so we went with it.
How was the initial setup?
The solution can easily be integrated.
What's my experience with pricing, setup cost, and licensing?
The solution is not cheap. The licensing structure is quite flexible to start small and then scale up. Pricing is competitive.
What other advice do I have?
Qualtrics is a great product. Qualtrics keep doing great work, honestly, and continue listening to customers and users. The community is truly valuable. We share ideas and troubleshoot together. Stay updated with market trends like AI, ML, chat, and other emerging technologies. Analytics will also play a significant role. Overall, Qualtrics needs to elevate its game to remain competitive as a leader.
Overall, I rate the solution a ten out of ten.
Which deployment model are you using for this solution?
Public Cloud
Qualitrics is a great tool for surveys
What do you like best about the product?
Qualtrics is very dynamic in a way that allows different kinds of survey styles and attachments that make it versatile and it's usability wide. It allows to make changes to the survey at any point in time and records important details of the systems used and date/time of completion
What do you dislike about the product?
When creating an email response format in the settings, codes need to be used to make calculations that are not easily available and not something a user is informed about. I had to find that out through a different source to check that. This was not easy
The flexibility on how to replies to respondents shpuld be higher wherein code are made explicitly available. Addition of the header or footer would be a great option to have for corporate responses.
I would use qualtrics almost 5 days a week and it was usually straightforward but for complicated cluent demands, it got tougher
The flexibility on how to replies to respondents shpuld be higher wherein code are made explicitly available. Addition of the header or footer would be a great option to have for corporate responses.
I would use qualtrics almost 5 days a week and it was usually straightforward but for complicated cluent demands, it got tougher
What problems is the product solving and how is that benefiting you?
It gives a one stop solution for all survey requirements and allows for customization to the organisation's need to a good extent. Although, better efforts can be made.
Best tool to design surveys
What do you like best about the product?
Best way to design surveys, there are multiple things we can do with the tool like dashboard, ticketing, workflows etc.
What do you dislike about the product?
Navigation in between pages moving questions up and down
What problems is the product solving and how is that benefiting you?
Providing data insights
The support to get us started was incredible
What do you like best about the product?
It is very nice aesthetically and the processes to get more information from those who were surveyed are simple, We can also find and correct low scores that are accidentally left.
What do you dislike about the product?
I think contact management could be better, and some more flexibility to manage and report on different segments would be useful.
What problems is the product solving and how is that benefiting you?
They are extremely responsive and very patient with some of the questions I have, . We have received what our company needed at this time with this tool.
Intuitive, flexible and very reliable platform. Recommended
What do you like best about the product?
I love that it provides great dashboards that allow you to track results in real time.
What do you dislike about the product?
There is nothing that really bothers me about this tool, it has some flaws like every tool.
What problems is the product solving and how is that benefiting you?
Provide customers with the opportunity to provide real, direct feedback. It generates very detailed and precise reports that help managers choose the correct strategies for the greatest benefit of the company.
Creates a high level of customer satisfaction and builds a long-term relationship
What do you like best about the product?
I like that Qualtrics Customer dashboards provide real-time customer information to every responsible person in the organization.
What do you dislike about the product?
I don't dislike anything about this platform, in all my time of use, I have never seen any type of problem.
What problems is the product solving and how is that benefiting you?
It helps us maintain a strengthened and improved reputation as a customer-oriented and service-oriented company.
Designed to improve processes, digital properties and increase customer lifetime value
What do you like best about the product?
I like this software for its basic data visualization and project management capabilities, it allows users to track project progress and also manage multiple projects effectively.
What do you dislike about the product?
The truth is that I like everything about this software, it adapts perfectly to our work needs.
What problems is the product solving and how is that benefiting you?
It helps us guide frontline teams to know what aspects of projects they should focus on so they can better serve clients.
The solution can be used for survey management, but its integration with Salesforce should be improved
What is our primary use case?
We mainly use Qualtrics Customer XM for customer compliance, mentioning in social media what they're talking about us and how our rivals are talking about it. We use the solution for survey management and have multiple surveys conducted through Qualtrics Customer XM.
What is most valuable?
The most valuable feature of Qualtrics Customer XM is the survey, which is very user-friendly and designed as a drag-and-drop item.
What needs improvement?
The solution's integration with Salesforce should be improved. Nowadays, every CRM system is adopting Salesforce.
For how long have I used the solution?
I have been using Qualtrics Customer XM for a few months.
What do I think about the stability of the solution?
Qualtrics Customer XM is a stable solution.
What do I think about the scalability of the solution?
Qualtrics Customer XM is a scalable solution. Around 100 users are using the solution in our organization.
How are customer service and support?
The solution's technical support team is good.
How was the initial setup?
The solution's initial setup is straightforward.
What about the implementation team?
We sought the help of an implementer to install the solution.
What was our ROI?
You cannot directly get a return investment with the solution, but positive customer feedback can increase our brand value.
What's my experience with pricing, setup cost, and licensing?
We need to pay a yearly licensing fee for Qualtrics Customer XM, which is expensive.
What other advice do I have?
Qualtrics Customer XM is deployed on-cloud in our organization.
Qualtrics provided experience management scientists, developers, and technical persons for the solution's implementation. They also have a certification program where they can upskill the internal team to run Qualtrics Customer XM.
I would recommend Qualtrics Customer XM to other users.
Overall, I rate Qualtrics Customer XM a seven out of ten.
An amazing experience that we have had ever.
What do you like best about the product?
They were very helpful since the begining of the project and they helped us achieve our goals in an effective manner. The service after delivery was quite commendable.
What do you dislike about the product?
Till now, there isnt anything that has bothered us. Whenever we have any queries we get the answers before the expected TAT and sometimes they help us beyond their office hours.
What problems is the product solving and how is that benefiting you?
The feedback analytics is very useful and very effective in what we do. We have been using it quite some time now and we havent faced any issue in it. Plus, the reports generated is very accurate and it helps our board members to make their business decisions in a startegic way.
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