Qualtrics CustomerXM Erfahrungen

Vorteile

Qualtrics provides a way to really seamless interactions for both the customer and administrator. The customer service they provide is also excellent and they really want to help people develop surveys to understand the buyer journey more in-depth. We were able to determine valuable insights about our customers and develop content and upgrades to meet their needs.

Nachteile

This is not a simple platform... which is both a pro and a con. It took me a lot of time and training to fully understand the full potential of the software. But once I understood it, it was extremely valuable. So as long as you're willing to put in the time, this is worth it.

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

Some of the dashboard tools are impressive.

Nachteile

This platform is not useful for small- and mid-size businesses, or those using it for unique program solutions. If you hear words like "flexible" and "adaptable" in what they're describing, RUN! They're dashboard is really impressive, but what they don't tell you is that if you aren't using for a standard, pre-set application, then you'll have to build it yourself--and it is by no means intuitive. My small team sat through hours of training before learning that we had to build our own dashboard.

In Betracht gezogene Alternativen

Formstack Forms

Gründe für den Wechsel zu Qualtrics CustomerXM

Ability to provide high-end, advanced evaluation of complex data.

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

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

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

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

- 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

Ease of use and functionality and ability of the support team to talk assist you to do complex tasks

Nachteile

I have nothing that I don't like! This is a great program with great technical support that you don't have to wait on hold for hours to access.

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

The platform is beautifully organized. The surveys themselves are customizable and look great on a PC or a mobile phone (the mobile capability is a definite plus!). Importing and exporting data is easy, scheduling messages and reminders is a streamlined process, and the dashboards, although sometimes tricky to master, can show data in a variety of ways. Also, their customer service is far & away the best of any software program I've used!

Nachteile

There are only a couple things I can think of. The inability to copy dashboards is a huge setback when you have to come up with a few different dashboards for different roles but you want them all to have the same setup and historical data connected. The favorability scales could be expanded to include more Likert Scale options rather than just having Favorable, Neutral, and Unfavorable.

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

It's easy to use, yet provides advanced tools for complex survey design. But the most superior aspect of Qualtrics is the superb customer service, especially the telephone tech support! The reps always find an answer to my dilemmas in short time and in a helpful way. They listen carefully and do their best to research the issue, as needed, to resolve issues.

Nachteile

I sometimes find the online tech support (web pages) inadequate. This has improved, however, over the last year. I always look there first, then resort to calling the tech support reps if I can't find an appropriate solution online. The tech reps do a superb job, which makes up for any missing online help.

Vorteile

This is without a doubt the most comprehensive customer experience tool I've ever used. It is also extremely easy to learn as the software is very intuitive.

Nachteile

When exporting files the data isn't always the clean or easy to read. It does take some time to get the data ready to review.

Vorteile

Customer Support - Excellent. The customer support team is excellent and so responsive. I really appreciate the fact that we can call anytime. This is missing in other competitor platforms (aka Survey Monkey). Beyond that, the Qualtrics respresentatives are always humble, knowledgeable, kind, and responsive. I really enjoy my experience with Qualtrics.

Nachteile

Often restricted because of some minor lack of ability to make adjustments. However, Qualtrics representatives are very responsive and work to figure out a solution to the problems that you are facing and are always willing to listen .

Vorteile

We don't have a choice as a department not to use this software. I was concerned at first, however, the functionality and ease of use has sold me on it.

Nachteile

Apart from being forced to use the platform I really can't say anything negative about the software.

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Company decision.

Zuvor genutzte Software

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Company decision.

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

It is very easy to use and customise; company listens to customer feedback in terms of features and capabilities; it gets the job done

Nachteile

it's reporting and graphing capabilities, they are too basic.

Vorteile

Great functionality for the most part. It's a powerful tool that we use every day. It almost always does what we need it to do.

Nachteile

Not extremely user friendly. There's a pretty steep learning curve, but even so the support is good.

Vorteile

Qualtrics has advanced features that you will not find on other popular survey platforms. It is easy to learn and use.

Nachteile

My university's Psychological Science department has a paid account with Qualtrics, which allows me to bypass the question limit (only about 10 questions!) allowed with a free account.

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 and intuitive; yet has a good deal of depth. So I can customize what I need to, and can still teach and share the product with ease. I adore vocalize, its a great what to quickly add visualization to a pool of data.

Nachteile

I don't really have any complaints. I don't really have any complaints. I don't really have any complaints.

Vorteile

Not only does Qualtrics have basically every feature you could want, it makes sure you are publishing surveys that are accessible for screen readers. Customer support is fantastic, as well.

Nachteile

There's almost too many features, it can be overwhelming at first. Also, there needs to be a better way to edit multiple questions at once.

Vorteile

The software is very user friendly and intuitive.

Nachteile

A couple features were not available at the question level, just the block level.