Qualtrics XM Platform vs Salesforce comparison

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Qualtrics XM Platform

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Qualtrics XM Platform and Salesforce based on real PeerSpot user reviews.

Find out in this report how the two Customer Experience Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Qualtrics XM Platform vs. Salesforce Report (Updated: January 2025).

Qualtrics XM Platform vs. Salesforce

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Helped 832,138 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Qualtrics XM Platform

Ranking in Customer Experience Management

1st

Average Rating

8.8

Number of Reviews

Ranking in other categories

Social CRM (3rd), Survey Software (1st), Customer Feedback Management (1st), Product Management Software (3rd)

Salesforce

Ranking in Customer Experience Management

3rd

Average Rating

8.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2025, in the Customer Experience Management category, the mindshare of Qualtrics XM Platform is 6.2%, down from 8.0% compared to the previous year. The mindshare of Salesforce is 6.0%, up from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management

Featured Reviews

VinayakMishra

Technology Consultant at Zill Consulting

Workflows are very good, integrate with a lot of things and effective real-time feedback mechanism

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.

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Marco Annoni

Business developer manager at Sterling Relocation Limited

Offers various aspects like process improvement, control, performance evaluation and more

The reporting parts and knowledge capabilities of Salesforce have helped us make more informed business decisions. Because when we have a clear picture of the current activity, we can have a better view of the project. Today, everything is going fast. So, if we have a system that helps us collect information quickly, it's a big value for employees. Moreover, Salesforce's customization options have allowed us to tailor the platform to our unique business. For example, if we're from a pharmaceutical company and we produce different products for different divisions, we need different layouts. Each division has unique needs and processes, requiring distinct data points and functionalities. For example, capturing ingredient details for production might be simpler compared to tracking final product information, which also involves recipient and packaging considerations. Putting this kind of information into the system requires a tailor-made program, which can be expensive.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We can integrate data and run an algorithm."

"The most valuable feature of Qualtrics Customer XM is the survey, which is very user-friendly and designed as a drag-and-drop item."

"The solution has other extra features, like Stats iQ, Text iQ, and Predict iQ."

"Workflows are very powerful. There are a lot of good things, but I feel workflows are the best."

"The tool's most valuable feature is its setup process. I find it intuitive, especially regarding tasks like randomization and survey logic. Delighted by Qualtrics is intuitive compared to many competitors, which justifies its price."

"Text iQ is a great feature."

"Its flexibility allows for easy adjustments to subscriptions, which contributes to user satisfaction"

"The solution is very simple to use."

More Qualtrics XM Platform pros

"The tool helps us take over accounts to review past opportunities and notes. One of its main advantages is associating stakeholders and activity with customer contacts, providing an overview for team members. Its most valuable feature is sharing information with team members. The tool's ability to associate a company contact with an opportunity is a good feature."

"Salesforce provides opportunity management, including stage management. It offers basic functions to categorize opportunities as lead, qualified, or committed. I can share these opportunities with my peers and managers."

"The product has made our dealings with partners and clients much more structured."

"It's mainly about the technology and how you identify objects in third-party systems. That's unique, and not many platforms have it."

"As a manager, the dashboard is valuable for me."

"I can get live reports on our traffic every day. I log into the dashboard of Salesforce."

"It is a stable solution...It is a scalable solution."

"The product is quite user-friendly."

More Salesforce pros

Cons

"The process of creating, updating, and importing participants needs to be more flexible"

"The dashboard is quite slow compared to other dashboards like Power BI and Tableau. The attractiveness of the dashboard also needs work."

"The solution's integration with Salesforce should be improved."

"It needs to focus more on broader CX programs and customer experience."

"I suggest to the Delighted by Qualtrics development or R & D team to consider incorporating advanced AI capabilities into their platform. In the current trend where AI is being integrated into various tools, introducing features that enable users to generate surveys efficiently through conversational interfaces or minimal instructions would be a significant advancement."

"Most of the improvements made constantly cause some friction in the platform."

"Certain limitations could be addressed in the product. For example, when implementing surveys for diverse product ranges or categories, the platform needs help to adjust questions based on user responses dynamically."

"Sometimes, a lot of emails bounce back during email distribution."

More Qualtrics XM Platform cons

"The interface is not self-explanatory."

"The solution could be more intuitive with regard to customization and navigation."

"Creating new reports more easily within Salesforce and improving the ability to associate common names of companies, especially after acquisitions, would be beneficial. I would also like to understand the administrator who has control over the data. It would be helpful when you want to implement changes or escalate issues."

"In order to use Salesforce, we have to have a tailor-made program. Because sometimes, mainly in the pharmaceutical sector, it's difficult to obtain the right layout without paying extra for a tailor-made system. This is something that Salesforce could improve."

"I would say the areas of concern in the product that require improvement revolve around its integration capabilities with third-party systems."

"There's potential for further improvements to enhance the complexity of processes, especially for B2B evaluations and detailed negotiations."

"Salesforce needs to improve integrations. They need to integrate generative AI."

"Salesforce gives you a lot of messages, and you don't know what the messages mean."

More Salesforce cons

Pricing and Cost Advice

"Delighted by Qualtrics is more expensive than the competitor solutions"

"The product is not cheap."

"The solution is fairly expensive, but it would be money well spent."

"We need to pay a yearly licensing fee for Qualtrics Customer XM, which is expensive."

"Some clients felt that this product was expensive when the sales team tried to sell it to them."

"Pricing depends upon the different kinds of use cases."

"The product is pretty expensive."

"Salesforce is a solution meant for enterprise-sized businesses because it falls under the higher pricing spectrum. For an enterprise-sized business, the product is reasonably priced."

"The solution's pricing is competitive."

"It's medium-priced. It is cheaper than Tosca."

"The tool is quite pricey compared to other products."

"The license is yearly."

"My company makes yearly payments towards the licensing costs attached to the solution. There is a need to pay extra charges apart from the licensing costs attached to the solution."

"The modules are too expensive."

More Salesforce pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Customer Experience Management solutions are best for your needs.

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Top Industries

By visitors reading reviews

University

16%

Government

12%

Computer Software Company

11%

Educational Organization

Financial Services Firm

18%

Educational Organization

12%

Computer Software Company

12%

Comms Service Provider

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Delighted by Qualtrics?

The tool's most valuable feature is its setup process. I find it intuitive, especially regarding tasks like randomization and survey logic. Delighted by Qualtrics is intuitive compared to many comp...

What is your experience regarding pricing and costs for Delighted by Qualtrics?

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 wi...

What needs improvement with Delighted by Qualtrics?

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...

What do you like most about Salesforce?

The solution's analytics reporting features are quite good.

What is your experience regarding pricing and costs for Salesforce?

Pricing is something I'm not directly involved with, as I'm just looking at the data competencies and how exactly things are running.

What needs improvement with Salesforce?

More understanding from the business standpoint will help Salesforce. It needs more maturity towards different business sectors such as retail, manufacturing, and semiconductors. It's very good for...

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Product Reports

Qualtrics XM Platform

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Also Known As

Delighted by Qualtrics, Qualtrics Customer XM, Qualtrics Core XM,

No data available

Overview

Qualtrics XM Platform is essential for managing customer and employee experiences through surveys and feedback. It supports market research, employee engagement, and education across industries, facilitated by intuitive survey and data analysis tools.

Organizations efficiently use Qualtrics XM Platform to gather and analyze feedback for enhancing customer and employee experiences. The platform supports a range of applications from customer satisfaction, NPS, and website interaction to employee engagement and market research. Prebuilt integrations and AI-driven insights facilitate data collection and analysis, allowing departments to focus on productivity and content effectiveness. Despite its flexibility, some users note challenges with survey dynamics, data migration, and integration, highlighting potential areas for improvement.

What are the key features of Qualtrics XM Platform?

Survey Creation: Offers a user-friendly drag-and-drop interface for easy survey building.
Integration: Provides prebuilt integrations to enhance actionable feedback collection.
Text iQ: Delivers advanced text analysis to detect sentiments.
AI-driven Insights: Enables effortless data collection and analysis.
Flexible Workflows: Integrates seamlessly with CRM tools to automate workflows.
Real-time Dashboards: Offers visual data representation to simplify decision-making.

What ROI and benefits should users focus on in reviews?

Ease of Use: Simplifies complex survey tasks for non-IT personnel.
Data Visualization: Provides real-time insights for strategic planning.
HR Enhancements: Improves HR processes through automated notifications.
Survey Logic: Allows customization to fit diverse needs.

In industries like retail, finance, and education, Qualtrics facilitates data collection through customizable surveys and dashboards. Retailers analyze feedback on purchases, financial institutions assess call center productivity, and educators explore student engagement. The platform's adaptability supports diverse industry needs, despite the need for enhancements in certain features.

Qualtrics

Build customer journeys on a powerful digital experience platform.
Create secure websites, portals, and apps with connected data — fast.

Sample Customers

Aetna, 1 800 Contacts, GE

Information Not Available

Qualtrics XM Platform vs. Salesforce