Qualtrics XM Reviews & Pricing

by Qualtrics | Founded 2002, Provo, UT

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What is Qualtrics XM?

Industry Specialties: Education management, Financial services, IT, Insurance

Qualtrics is a web and mobile-based platform that enhances an enterprise’s customer, employee, product and brand experiences. Predictive intelligence and analytics help teams gain a comprehensive view of customer needs and experiences through real-time feedback, actionable data, precision targeting and prescriptive insights. Organizations can find ways to improve their offerings and achieve higher ratings by tracking app store reviews.

Users can access integrations with CRMs, ticketing processes, chats and analytics modules like Adobe Analytics, Google Analytics, FullStory and Quantum Metric. It also includes brand tracking, ad testing, product pricing research, market segmentation and more.

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User Sentiment

Based on 528 reviews:

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Qualtrics XM Pricing

Based on our most recent analysis, Qualtrics XM pricing starts at $1,500 (Annually).

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Starting From: $1,500
Pricing Model: Annually
Free Trial: Yes, Request for Free

Training Resources

Qualtrics XM is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Qualtrics XM:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Qualtrics XM Benefits and Insights

Why use Qualtrics XM?

Key differentiators & advantages of Qualtrics XM

Centralized Feedback: Qualtrics XM brings together customer feedback from various channels, such as surveys, social media, and review sites, into one platform. This allows businesses to easily track and analyze customer sentiment over time.
Improved Customer Retention: By identifying and addressing customer pain points, businesses can improve customer satisfaction and reduce churn. Qualtrics XM provides tools for tracking customer satisfaction metrics and identifying areas for improvement.
Enhanced Product Development: Customer feedback can be used to inform product development decisions, ensuring that new products and features meet the needs of customers. Qualtrics XM provides tools for collecting and analyzing customer feedback on product concepts and prototypes.
Increased Employee Engagement: Qualtrics XM can also be used to collect feedback from employees, which can help to improve employee engagement and morale. By understanding employee sentiment, businesses can create a more positive and productive work environment.
Reduced Costs: By improving customer satisfaction and retention, businesses can reduce costs associated with customer acquisition and support. Qualtrics XM can help businesses to identify areas where they can improve efficiency and reduce costs.

Industry Expertise

Qualtrics XM caters to a diverse range of industries including retail, healthcare, finance, technology, and more. The platform is particularly well-suited for businesses aiming to elevate customer experience, gain deeper insights into customer needs, and enhance employee engagement. Its adaptable nature makes it valuable for organizations of all sizes seeking to optimize experiences and drive growth.

Qualtrics XM Reviews

Average customer reviews & user sentiment summary for Qualtrics XM:

528 reviews

90%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Qualtrics XM reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Sophisticated Survey Design: Qualtrics XM offers a wide range of question types and logic options, enabling users to create complex and nuanced surveys that yield richer insights. The platform's user-friendly interface makes it easy to design surveys, even for those with limited experience.
Robust Reporting and Analytics: Qualtrics XM provides powerful reporting and analytics tools that allow users to easily analyze survey data and generate meaningful insights. Users can create custom reports, dashboards, and data visualizations to track key metrics and trends over time.
Actionable Insights: Qualtrics XM goes beyond simply collecting data; it helps users turn data into actionable insights. The platform's text analytics and sentiment analysis capabilities allow users to understand the underlying emotions and opinions expressed in survey responses, providing valuable context for decision-making.
Integrations and Partnerships: Qualtrics XM integrates with a wide range of third-party tools and platforms, such as CRM systems, marketing automation platforms, and social media platforms. These integrations allow users to connect survey data with other business data sources, providing a more holistic view of the customer experience.

Cons

Steep Learning Curve: The platform's extensive features and functionalities can be overwhelming for new users, requiring significant time investment to master. This complexity can hinder adoption and limit the ability to fully leverage its capabilities.
Cost: Qualtrics XM is known for its premium pricing, which may be prohibitive for smaller businesses or those with limited budgets. The pricing structure can also be complex, making it difficult to predict and manage costs effectively.
Mobile App Limitations: The mobile app's functionality is limited compared to the web version, restricting users' ability to manage and analyze data on the go. This can be inconvenient for teams that require flexibility and remote access.

Researcher's Summary:

Over the past year, Qualtrics XM has emerged as a robust platform in the realm of customer experience management, distinguishing itself through a blend of comprehensive analytics, user-friendly design, and versatile survey tools. Users have lauded its ability to gather and analyze customer feedback across multiple channels, offering deep insights that drive strategic decisions. A standout feature is its predictive intelligence capabilities, which not only analyze past customer behavior but also forecast future trends, setting it apart from competitors like SurveyMonkey and Zendesk. However, some users have noted a steep learning curve and higher price point as potential barriers, particularly for smaller businesses or those with limited technical resources.

Despite these challenges, the depth of customization and integration options available with Qualtrics XM is frequently highlighted as a significant advantage. Users can tailor surveys and reports to meet specific needs, integrating data from various sources for a holistic view of the customer experience. This level of customization and integration is often cited as a key differentiator from other platforms, which may offer more out-of-the-box solutions but less flexibility. The importance of this cannot be overstated, as it allows businesses to adapt quickly to changing customer expectations and market dynamics.

Qualtrics XM is best suited for medium to large enterprises that prioritize a deep understanding of their customer experience and are willing to invest in a comprehensive platform. Its advanced analytics, predictive capabilities, and customization options make it particularly valuable for organizations that operate in dynamic industries or have a diverse customer base. While the initial investment in time and resources may be higher, the potential for actionable insights and strategic decision-making justifies the commitment for businesses focused on long-term customer satisfaction and loyalty.

Key Features

Automation: Automatically deliver recommended actions and notifications to the appropriate teams. Use drag-and-drop integrations to create a unified system of action within CRMs, ticketing platforms and messaging apps.
Digital Optimization: Streamline customer engagement on digital channels.
- Customer Targeting: Deliver more personalized and relevant content to customers. Analyze customer behavior through targeted assessment.
- Apps: Optimize in-app experiences to improve brand reputation. Monitor app store reviews and automatically send recommended solutions to team members.
- Feedback: Gather feedback across every digital touchpoint and convert it into actionable insights. Gain insights about new digital products and services in real time. Connect with customers via app, web, chat or SMS.
- Customer Satisfaction: Use advanced statistics to compare customer journeys with their satisfaction scores.
Dashboards: Collect feedback, design digital listening posts and create programs through intuitive dashboards. Use drag-and-drop modules to deliver feedback surveys across apps, mobile and web.
Artificial Intelligence: Discover trends and patterns, and predict customer behavior via AI modules.
- Customer Behavior: Automatically view actions that enhance customer experience.
- Customer Interactions: Analyze comments from multiple sources like social media, chatbots, surveys, websites and more. Identify engagement across customer touchpoints. Analyze phone calls to uncover insights and track agents’ performance.
- Critical Issues: Monitor urgent issues and automatically follow-up via texts.
- Industry Knowledge: Leverage pre-built, industry-specific topic libraries.
- Statistical Analysis and Testing: Implement regressions, correlations, pivot tables, crosstabs, conjoint and cluster analysis. Automatically run relevant tests by computing data.
Reputation Management: Extract data from online channels, automatically request positive reviews and publicly counter negative ones. Analyze user sentiment, track location-specific trends and get an overview of brand reputation across all digital channels.
Personalization: Reduce churn by identifying at-risk clients and anticipating behaviors. Create tickets for queries and concerns, facilitating quick follow-ups. Connect with customers through SMS, chatbots, email, websites, apps and more to deliver personalized interactions.
Voice of Customers (VoC): Base critical business decisions around customers. Gather real-time insights on crucial satisfaction drivers for first-time and regular clients. Deliver customized products, features and add-ons.
NPS: Optimize the customer experience, identify dissatisfied customers, segment them by loyalty, compare against competitors and industry benchmarks, and track product improvements via the Net Promoter® Score.
Feedback Management: Take quick actions on customer feedback with ticketing systems, resolution tracking and root cause, and text and statistical analysis. Automatically convert feedback into tickets by setting triggers. Monitor tickets, customer satisfaction, team productivity and first call resolution through role-based dashboards.
Surveys: Increase brand awareness and customer retention through surveys. Use the drag-and-drop user interface to create customizable surveys or opt for pre-built ones. Deliver surveys across all channels like email, text, offline and native apps, chatbots and more.
Integrations: Connect existing tech stacks with Google Analytics, Genesys Cloud, Salesforce, SlackIntegromat, Infotools, Adobe Analytics, Zapier, Quantum Metric and more.
Security: Ensure data protection with encryption, FedRAMP authorization and ISO27001 and HITRUST certifications. Provides password-protected accounts, single sign-on and multi-factor authentication, user logs monitoring and data backups.

Suite Support

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Phone: Not specified.

Training: The vendor provides on-demand, live training courses. Access articles on getting started, account settings and brand management via a searchable knowledge base.

Tickets: Log in to the vendor website to submit a ticket.