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: November 2024).

Qualtrics XM Platform vs. Salesforce

November 2024

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Helped 824,053 peers since 2012

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

4th

Average Rating

8.0

Number of Reviews

Ranking in other categories

No ranking in other categories

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

"Its comprehensive features and ease of use make it a valuable tool for efficient data management and analysis, contributing significantly to our organization's operations."

"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."

"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 tool's most valuable feature is its simplicity and standardization. The consistent look and feel across surveys make it easy to use and provide a sense of simplicity. Once I've navigated through it for one survey, I feel confident I can efficiently handle the next hundred surveys. The intuitive interface contributes to the overall ease of use."

"We can integrate data and run an algorithm."

"The solution allows the development of multiple surveys based on the lifecycle"

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

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

More Qualtrics XM Platform pros

"We can manage opportunities easily."

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

"It helps us reach a broader market or audience without sending individual emails."

"The tool's most valuable features are email campaigns, WhatsApp campaigns, and the CRM system."

"The tool's most valuable feature is the lightning interface."

"We use Salesforce as a CRM, and sales-related activities like order management are done through Salesforce."

"One of the most impactful Salesforce features for business efficiency currently is its ability to ensure customer risk assessment throughout the sales process."

"The solution enables you not to have to micro-manage your sales team. You could step back and see what's going on at a higher level without having a million meetings and ask people via email and Slack."

More Salesforce pros

Cons

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

"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."

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

"The solution should add more visual-type elements or image-based question approaches."

"It is not easy to implement."

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

"The solution is expensive. It needs to improve the server builder, which can help it do impressive research. When I mention that the server builder can improve, I'm referring to the ease of performing tasks like implicit association testing. While it's possible to do these tasks in Delighted by Qualtrics, it's not as straightforward to create them. Additionally, there are different tiers of features based on the payment plan. As a collaborator, I may not completely oversee all the features available."

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

More Qualtrics XM Platform cons

"More understanding from the business standpoint will help Salesforce."

"It would be better if we could design our reports much more easily."

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

"There have been occasional issues with multiple tickets being generated for the same incident."

"The solution’s performance could be improved."

"The product is not integrated with WhatsApp."

"The interface is not self-explanatory."

"Salesforce could provide more alerts and more notifications."

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."

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

"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."

"Salesforce is overpriced."

"It's a bit expensive compared to others."

"Though Salesforce is more expensive than the other products on the market, it does provide you with more functionalities."

"The solution's pricing is competitive."

"Salesforce's licensing costs are yearly. It is expensive."

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

"We need to procure a separate license for every module."

"The product is pretty 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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824,053 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

University

14%

Government

13%

Computer Software Company

12%

Educational Organization

No data available

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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Compared 10% of the time

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Product Reports

Download Qualtrics XM Platform product report

Qualtrics XM Platform

December 2024

Download Salesforce product report

November 2024

Also Known As

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

No data available

Learn More

Qualtrics

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.

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Sample Customers

Aetna, 1 800 Contacts, GE

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