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Qualtrics XM Platform Reviews

Vendor: Qualtrics
4.4 out of 5
Badge Ranked 1
149 followers
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What is Qualtrics XM Platform?

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.

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Buyer's Guide
Qualtrics XM Platform
January 2025
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Helped 832,891 peers since 2012

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Qualtrics XM Platform mindshare

Product category:
Social CRM
As of February 2025, the mindshare of Qualtrics XM Platform in the Social CRM category stands at 3.6%, up from 1.5% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Social CRM

PeerAnalyst reports

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Key learnings from peers

Valuable Features

Qualtrics XM Platform's standout features include its user-friendly survey interface, powerful integration capabilities, and AI-driven text analysis. It offers seamless data collection, actionable insights, and real-time feedback through intuitive dashboards and workflows. Organizations value its flexibility in crafting surveys and its modular features catering to diverse needs. Prebuilt integrations with CRM tools and its enhanced ticketing system allow efficient feedback management. Its AI chatbot and Text iQ functionalities enhance support and customer understanding.
  • "Workflows are very powerful. There are a lot of good things, but I feel workflows are the best."
  • "The solution allows the development of multiple surveys based on the lifecycle"
  • "The solution has other extra features, like Stats iQ, Text iQ, and Predict iQ."

Room for Improvement

Qualtrics XM Platform has room for improvement with its Salesforce integration, graphical analytics tools, and survey flow limitations. The platform's dashboard can be slow and lacks an intuitive workflow organization. Enhancements in flexibility for participant management and data visualization are needed, as well as introducing AI features for survey creation. Additionally, the platform's approach to dynamic surveys and cost structure could be optimized. It would benefit from more user-friendly interfaces and error resolution from support.
  • "The dashboard is quite slow compared to other dashboards like Power BI and Tableau. The attractiveness of the dashboard also needs work."
  • "The process of creating, updating, and importing participants needs to be more flexible"
  • "Sometimes, a lot of emails bounce back during email distribution."

ROI

Qualtrics XM Platform enhances brand value through positive customer feedback. It attracts return customers and seamlessly integrates with various software, offering a comprehensive view of customer data. By enabling businesses to derive actionable insights throughout the customer journey, users benefit from a substantial return on investment. Its dynamic nature and popularity among large clients underscore its effectiveness.

Pricing

Qualtrics XM Platform's pricing varies significantly, with flexibility allowing scalable plans for enterprise buyers. Many find it expensive, particularly with the need for a yearly licensing fee and purchasing additional respondent buckets. However, compared to competitors like SurveyMonkey, it provides advanced functionality. Pricing depends on specific use cases and customization options, typically ranging from 8,000 to 66,000 pounds. Despite its cost, many users consider it a worthwhile investment for its customizable features and added value.
  • "Pricing depends upon the different kinds of use cases."
  • "Delighted by Qualtrics is more expensive than the competitor solutions"
  • "Some clients felt that this product was expensive when the sales team tried to sell it to them."

Popular Use Cases

Companies use Qualtrics XM Platform for diverse purposes including customer compliance, social media tracking, survey management, and feedback collection. They gather data from call centers, websites, and retail kiosks to assess customer satisfaction and NPS. It aids in marketing, employee engagement, and content evaluation. Different industries leverage it for market research, customer experience management, HR operations, and more, tailoring applications to specific needs and sector requirements. Real-time dashboards help stakeholders access and analyze feedback efficiently.

Service and Support

Qualtrics XM Platform's support is mixed. While many users find the technical team responsive and helpful, some note delays in issue resolution, stating escalation to engineering takes time. Several users appreciate quick communication options and legal compliance assistance. Some rely on the community for answers. Others observe declining support quality over time, citing unresolved issues and prolonged response duration. Users find flexibility impressive but see room for improvement in support efficiency.

Deployment

Initial setup experiences with Qualtrics XM Platform vary. Many find it straightforward and user-friendly, benefiting from automation and training resources. Complexity depends on business needs and security requirements, with integrations supported via JSON events, SFTP, and API calls. Some clients experienced glitches, while others appreciated Basecamp videos and customization. Project timelines depend on survey complexity, with some launching in days and others taking months.

Scalability

Qualtrics XM Platform is scalable, with wide usage across countries and varied user bases. Organizations range in size, using it from small groups to large enterprises. Licensing flexibility allows for many users, supporting diverse needs. Users praise its ability to scale globally for processes like engagement and lifecycle surveys, and rate its scalability highly. The platform adapts to organizational roles, ensuring efficient management and use. Continuous improvements enhance its capability to meet growing demands.

Stability

Qualtrics XM Platform is generally stable with global data centers enhancing its capabilities. Users rate stability between seven and nine out of ten. There are minimal downtimes and proactive support. While some issues occur during platform changes or transitions, these are manageable and tend not to cause significant impact. Users report occasional bugs during setup or data handling, but they are controllable and typically resolved with support.
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our Qualtrics XM Platform Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
By visitors reading reviews

Top industries

By visitors reading reviews
University
17%
Government
11%
Computer Software Company
11%
Educational Organization
8%
Financial Services Firm
8%
Manufacturing Company
6%
Healthcare Company
5%
Comms Service Provider
4%
Retailer
3%
Media Company
3%
Non Profit
3%
Insurance Company
3%
Transportation Company
3%
Recreational Facilities/Services Company
3%
Energy/Utilities Company
2%
Real Estate/Law Firm
2%
Hospitality Company
2%
Wholesaler/Distributor
2%
Logistics Company
1%
Consumer Goods Company
1%
Renewables & Environment Company
1%

Learn more about Qualtrics XM Platform

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 XM Platform was previously known as Delighted by Qualtrics, Qualtrics Customer XM, Qualtrics Core XM, .

Qualtrics XM Platform customers

Aetna, 1 800 Contacts, GE

Related questions

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Product Categories

Product Categories
Social CRM
Customer Experience Management
Survey Software
Customer Feedback Management
Product Management Software