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XM for Customer Experience

XM for Customer Experience

What is XM for Customer Experience?

Drive loyalty and growth with the world's most advanced, AI-driven platform for customer engagement. Qualtrics XM for Customer Experience makes it easy to monitor, respond, and improve every key moment along the customer journey. Combine all of your customer data in one place to automatically spot friction points across every channel and deliver personalized recommendations to your frontline teams.

Who Uses XM for Customer Experience?

Businesses of all sizes and industries looking to deliver unrivaled customer experiences at scale. Businesses of all sizes and industries looking to deliver unrivaled customer experience

XM for Customer Experience Software - In App Feedback
XM for Customer Experience Software - Mobile App Interface
XM for Customer Experience Software - Mobile App
XM for Customer Experience Software - Survey
XM for Customer Experience Software - Expert Review

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Reviews of XM for Customer Experience

Average score

Overall
4.6
Ease of Use
4.4
Customer Service
4.7
Features
4.5
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Ryan
Ryan
Senior Research Analyst in US
Verified LinkedIn User
E-Learning, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Qualtrics is my favorite survey engine

5.0 2 years ago

Comments: I have had a really positive experience with Qualtrics. When I have to draft a survey, Qualtrics is my first choice.

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.

Prathamesh
Prathamesh
Team lead manager in US
Verified LinkedIn User
Retail, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Survey platform with features and functionality with ease of use.

4.0 5 years ago

Comments: 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.

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.

Sean
Professo in US
Higher Education, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Qualtrics for survey and data analysis

3.0 3 years ago

Comments: 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.

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,.

Roberto
Marketing Director in US
Food & Beverages, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Customer Frontlines helps Understand your Customer Better

5.0 3 months ago

Comments: For start, it is easy to use, second, helps to understand customer experience with our staff and we know where to improve on and what to offer to our customers, and lastly, the performance metrics helps our firm understand how our clients rate us according to the service that received from us.

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

Verified Reviewer
Verified LinkedIn User
Banking, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

We love Qualtrics for CustomerXM

5.0 3 years ago

Comments: 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.

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.