What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using Delighted by Qualtrics for three years.
What do I think about the stability of the solution?
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.
What do I think about the scalability of the solution?
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.
How are customer service and support?
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.
How would you rate customer service and support?
How was the initial setup?
At our company, we faced multiple glitches during the initial setup of the product.
What's my experience with pricing, setup cost, and licensing?
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.
What other advice do I have?
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.
*Disclosure: I am a real user, and this review is based on my own experience and opinions.
