XM for Customer Experience Erfahrungen

Friendly, complete and functional

Kommentare: It is a powerful software, intuitive in many aspects, the surveys have a level of customization of flows, jumps, embedded data that I think is great and super necessary to customize the studies according to your audience. It has allowed me to organize my work as an Customer Voice Analyst and make contact with my clients more personalized and accurate, in addition to facilitating the work of analyzing responses and obtaining good conclusions, numerically and graphically. It is definitely an enhancer with all its functionalities and that is why I hope you continue to develop some requests that are very necessary to continue exploiting the potential of this tool.

Vorteile:

It is so specific for digital contact with clients in many forms, RRSS, email, SMS, QR, and both personalized and anonymous links. It is very versatile and that allows you to develop different plans to reach the contacts. I am also surprised by the functionalities for text analysis, it really reduces the difficulty of processing open answers without strictly doing one by one review, it is intuitive although the accuracy must be fine-tuned.

Nachteile:

Although I like and it is super useful its reports and dashboards, I would like to have more customization capacity, file formats to export results, and graphics or visualizations in reports and dashboards. It is very limited and generally difficult to distribute CSVs without first having to manually "clean" them. I would like to have a more standard excel format. It also happens to me with metrics, although the formula editor is a bit cumbersome, and the text analysis, although it seems advanced to me, I think that some filter levels are missing due to feelings of themes and general feelings, to make the revisions that a Sometimes the algorithm may fail.

Qualtrics - the best for surveys!

Kommentare: Qualtrics is, in my opinion, the most capable and flexible software for survey creation. If you have money in the budget, buy this, you will not regret it.

Vorteile:

Qualtrics can be customized in basically an infinite amount of ways. My institution uses qualtrics for everything from very short to very long surveys, research studies, and more. Also, users can customize it so that it has their businesses logo/color. It can be 100% personalized.

Nachteile:

I have not found anything I dislike about qualities. It works perfectly for me as both a survey-taker and a creator.

Qualtrics for survey and data analysis

Kommentare: This is something I have to use on the job because we have an institutional license but it is one of my least favorite software packages on campus. It's not awful; I'm just not a fan in general.

Vorteile:

Qualtrics has become essential to the operation of my university. Virtually all elections/surveys/etc are done via this platform. I use it to perform exit interviews of student classes, for masters student committee's assessment of a thesis defense and other related functions. Search committees use Qulatrics during the hiring of candidates when our faculty needs to polled about their opinions.

Nachteile:

I am not a fan of the actual survey taking experience. I've had issues where the touch pad on m laptop has accidentally changed a selection I made, and it was submitted without me realizing it. The UI looks nice but is clunkier than it lets on. Also, these surveys are not good about (i) communicating their length, and (ii) allowing users to go back and change an answer. I find (i) is a bigger issue in a long survey where you are under the impression that you'll have a final field to respond. Sometimes it just abruptly ends,.

Xm customer review

Vorteile:

Whag i like most is the selections i have to choose from

Nachteile:

What i liked least was some buffering but no complaints once that aas fixed

Great Product, Great People

Kommentare: As a higher education professional, we have to process students accurately and efficiently, and qualtrics has helped us creatively do this on a number of levels. We also gather and report out on student satisfaction concerns, as well as marketing and needs analyses. The system is extremely versatile, so there are countless applications that can help guide the work we do in higher educational settings. This is a premium product that requires a premium investment from your organization; however, once you've made this investment, you'll find that they have thought of almost everything from an end-user perspective, and have made a very friendly yet robust product, a difficult balance to strike in a competitive industry.

Vorteile:

Customer Service turns out to be a huge part of any user experience, but as a Brand Administrator, I was always getting requests from people in my organization about Qualtrics. I always found them to be readily available and willing to field whatever crazy request I was asking about. There are several high-quality survey and analytics tools on the market, but Qualtrics has really set itself apart by investing heavily into it's customer experience resources (physical, digital, and human) to round out a solid overall experience.

Nachteile:

As an social science research scientist, I found that there are a few "hard coded" defaults in the system that do not really align with common research practice. There are not a ton, but one is the coded values of Likert-type items; because the default setting is Very Satisfied = 1 and Very Disatisfied = 7, I have to customize all of my subsequent items in my surveys to ensure that my averages or "TOP TWO" results meet what I expect. This is not a serious matter in the end because I'm aware of it, but I got burned by this a few times in the past and it cost me a good bit of time.

"Flexible" and "Adaptable" Platform = Emperor's New Clothes

Kommentare: They sold their platform well. The templates and widgets were impressive. The problem: what they called "flexible" and "adaptable" really meant that I had to build everything on my own dashboard ... and these aren't exactly intuitive platforms for the non-expert. I eventually figured out that I was left naked like the emperor--sold an empty idea without substance. And then there's the overall customer service experience--quick to invoice but slow to setup and support. My problems began more than six months ago. I asked to terminate my contract, so they've disabled my account, but they still haven't issued a refund.

Vorteile:

Some of the dashboard tools are impressive.

Nachteile:

This platform is not useful for small- and mid-size businesses, or those using it for unique program solutions. If you hear words like "flexible" and "adaptable" in what they're describing, RUN! They're dashboard is really impressive, but what they don't tell you is that if you aren't using for a standard, pre-set application, then you'll have to build it yourself--and it is by no means intuitive. My small team sat through hours of training before learning that we had to build our own dashboard.

Good for low-medium complexity surveys

Kommentare: Overall it's been a very good experience. Easy to pick up and doesn't take very long to master it.

Vorteile:

It's very easy to learn and master. There is good online help available and a lot of user groups.

Nachteile:

I wish it was more customizable. I feel "stuck" in many ways having to use it in a certain way.

Qualtrics support has always been helpful when I have a question about their software!

Kommentare: I'm using this software to do a thesis project, and it has allowed me to do everything I need in a way that is simple and intuitive and that I can mostly do myself with no assistance.

Vorteile:

The best part is the "survey flow" feature. It has allowed me to do everything I need to do for my projects, like assign different questions to certain conditions, and it is laid out in such a way that I can see how everything should work in a way that makes sense.

Nachteile:

Some of the features could stand to be more customizable. For example, I wanted to send my participants an e-mail to do a second survey 2 days after they had completed the first survey, but there is no option for 2 days and you cannot input a custom amount of time. So, I've had to manually send e-mails each time, which has become cumbersome.

Great Survey Software

Kommentare: Overall qualtrics has been my go to survey tool to capture data from my stakeholders. This is a well-thought out to that helps me capture the data I need to be more effective as a consultant.

Vorteile:

Qualtrics provides a unique level of flex-ability and design features when it comes to creating a survey. Additionally really like how easy it is to dump the data results into a variety of other programs from additional analysis / validation. This is my go to software when I need to capture a wide range of data from my stakeholders.

Nachteile:

When it comes to customizing the aesthetics of a survey, it is a little bit cumbersome. The UI as it relates to customization, could use some moderate tweaking.

A great product

Vorteile:

Qualtrics makes it easy to collect data and then use that data in dashboards to visually represent the responses. It's an easy to use software with many options of customization and flexibility. Support is always responsive and helpful.

Nachteile:

There are small things here and there that I wish would change, but those are more on the interface side of things, and not the technical side.

Top-of-the-line product with solid customer support

Kommentare: I have almost always had positive experiences with Support (95% of the time). Typically they are happy to help you figure out the best way to do things and/or triage unforeseen issues. However, those working the Chat function can be slow and/or less knowledgeable (? - or less willing to help) and I have been told to call instead if I want a response in less than 30 minutes. Qualtrics Support also used to provide some help with custom coding, but that is no longer an option, which was a big loss to my team. The few downfalls are usually made-up for by Support, if not other Qualtrics users on their Community boards and/or the extensive how-to documentation Qualtrics makes available on their site.

Vorteile:

No other survey platform provides as many features and options as Qualtrics! You can easily program many different question structures, customize the look and feel, set the survey flow to optimize participant experience, create and use embedded data to improve survey logic and/or avoid having to re-join participant characteristics to exported results, set emails to trigger to an individual or contact list upon survey completion, use their library of questions and/or create your own to use in multiple surveys, easily see, edit, and export data/results... there's too much to mention!

Nachteile:

At times Qualtrics experiences "hiccups" and randomly refreshes, which can result in losing some programming if it has not been saved. The Reports functionality is also slow to load and not as easy to use as the rest of the software - I still choose to export the data and create my own visualizations.

Qualtrics CustomerXM for varied uses

Kommentare: Overall the buying the Qualtrics CustomerXM software greatly improved management in our office and made it easier to direct complaints and/or compliments directly to those who can solve them. It is also very interesting to see the meta data in real time.

Vorteile:

- Ease of Use - Slick and simple interface, making it easy for anyone to use the software - Real time answers from surveys

Nachteile:

- Relatively High cost of implementation - System-wide glitches are not uncommon - Some surveys don't come directly through to you. - Minor bugs that affects usability (frozen pages, but this is rare).

Qualtrics product review

Kommentare: My organization is focused on higher education and we work with thousands of students. We use Qualtrics to conduct all types of surveys, including teaching assessments, course evaluations, evaluations of faculty (students' comments), as well as surveys about student experience. Qualtrics allows us to design surveys that allow us to capture data in the most effective way, the surveys look professional, and data collection and data analysis is done easily and can be easily shared with colleagues in other departments.

Vorteile:

Our organization has been using Qualtrics for more than 10 years now. We use it while working with students, creating all types of surveys and conducting research projects. The best features include: 1) ability to copy the previous surveys which becomes very helpful and important when you work with complex surveys; 2) logic of the survey and ability to use the masked answer choices. This option is extremely helpful while working with the matrix-type questions, allowing you to modify and present the answer choices based on the answers to the previous questions. 3) The way we can view and download the data. Excellent options to see data from different perspectives, and use it in the reports.

Nachteile:

We found that depending on each individual's (staff) knowledge and experience, some people found it a little bit intimidating. My suggestion would be to make sure you have at least one person who is very experience (or well trained) in this product, who can then provide training and support to others.

Highly flexible and adaptable platform, backed by strong support

Kommentare: - Solid support
- Flexible and adaptable
- Strong integration with CRM (Salesforce)

Vorteile:

- We get very quick responses and solid support from the Qualtrics team - The platform is quite flexible and adaptable to our needs - We have a lot of control over much of the platform, which enables us to respond quickly when required - It integrates extremely well with our CRM (Salesforce)

Nachteile:

Some expected features isn't available (yet) e.g. ability to use customised "from" field for emails but I can imagine more featuresets will be added as Qualtrics continue to grow

Student Researcher Feels Supported

Vorteile:

Qualtrics has a nice interface and many different features that I do not realize I need or want until I need or want them. For example, Qualtrics has the simple ability to link surveys through strings, can help eliminate ineligible people from the survey and has various formats for export data. The questionnaire library is extremely helpful for me to find questions I created that I want to use repeatedly or common questions like sociodemographics. The various question types give me the flexibility to try different displays.

Nachteile:

I am limited in some design elements. This may be partially due to my university's branding. I have not figured out how to control formatting from a master control so sometimes correcting different fonts and font sizes can be painstaking.

A Thankful PhD Student

Vorteile:

I like its intuitiveness; the clever anticipation of what I would most likely want to happen next and the bringing of it to fruition. Here's a simple but elegant example: I want to change a question number but the question is the trigger to a branch chain sequence. If I change the number, will it affect the branch logic which would mean tons more work? Answer: No! The program automatically changes the identification number in the branch chain sequence thereby saving time and effort.

Nachteile:

Because of the vast number of options available in one's survey development, it takes some time to get used to the software's full functionality. That can be a little off-putting when one is anxious to get on with the project at hand. However, patience opens up a wide variety of tools and choices to enhance one's project...and a bit of experimentation can also reveal interesting and novel techniques to make the presentation look and feel better.

The most fluid and easy-to-use experience platform available

Kommentare: From the initial tool selection process through contract negotiations, configuration, and ongoing support, Qualtrics has separated themselves from the pack with their extremely high-quality product. I would highly recommend this product to any organization searching for a survey/customer experience tool.

Vorteile:

With our business, we needed a survey/experience tool that was extremely customizable, yet easy to use for our operational teams. With one or two exceptions, Qualtrics has been able to handle every use case that we've thrown at it with an extremely east to use interface. We have successfully automated 90%+ of our customer-facing operational workflows with this tool.

Nachteile:

As with any SaaS solution, there were a few periods of intermittent performance. This was, however, immediately recognized and remedied by their top-notch support team.

Great survey solution but...

Kommentare: As users for quite a few years Qualtrics as been our go to for post program survey, this being said we been looking for an alternate solution.

Vorteile:

Lets just say Qualtrics can do basically everything you throw at it. As an Enterprise level solution we used used a was to get feedback and experience insight for our customer/students after each program.

Nachteile:

Administration requires experience, because there's so much you can do with this application admin user interface is quite intimidating almost requiring us to have a dedicated admin to support it.

Great Experience Management Platform

Vorteile:

My current organization is my first experience working with Qualtrics, and I am an admin who creates/delivers surveys using it. Qualtrics is a great platform allowing you to send enagement surveys, pulse checks, and plenty of turnkey solutions in the areas of Talent Acquisition, Product Testing, General Feedback, etc. Of course creating custom surveys from the ground-up is also an option. You can configure surveys and their questions in every way imaginable.

Nachteile:

Two gripes: Using datafiles for surveys can be clunky, which can be solved by integrating the platform with your HRIS. In addition, I never understood why some survey types can be distributed in many ways (link, email, QR code, etc.), while other survey types can only be sent using emails.

Best for social science data scientists!

Kommentare: Overall, I would definitely recommend Qualtrics to any social science data scientist. I have had an overall positive experience with Qualtrics. Although some features are unnecessarily hard to do, I would still recommend the program, especially because the customer support is so easy to contact and are extremely helpful.

Vorteile:

I am a graduate student in Social Psychology so I use Qualtrics to program almost all of my studies. I find that it's one of the best softwares for creating surveys that I have come across. I like how it has a variety of different types of survey questions available and even other unusual capabilities such as heatmapping. It allows me to not be limited in how I create my studies and has even inspired me to collect other types of data that I would not normally collect because of the availability of the different features. I also have called their customer support system a couple of times and they have always been super helpful and quick to answer my call.

Nachteile:

I don't like how it is difficult to do seemingly simple things, like moving questions around. I feel like this is a common theme in Qualtrics where they have a lot of great features but then they lack in making simple tasks stay simple.

Good product to use for collecting data!

Kommentare: Overall really good product to utilize when collecting various kinds of data!

Vorteile:

What I like most about this software is it is a good product to use if you are collecting data. All of the information can be saved in one location with different methods (e.g., multiple survey's with one link, multiple choice or fill in the blank). It is easy to enter in all the information; however, it can be time consuming since you are building it yourself.

Nachteile:

What I liked least about this software is it is not as intuitive to find the data to review the information. Additionally, the dates and times don't always match up to when the individual entered the information (this may be due to computers rather than the software).

Supreme Customer Support

Vorteile:

It’s so easy to use and gives me everything I need in a survey tool. I recently had a problem with my template and customer support was able to provide me with a perfectly branded revision with no hand holding from me. I was very impressed!

Nachteile:

I honestly find it very easy to use and it meets all my needs. I would be fishing for a complaint which I don’t want to do.

Good tool

Kommentare: We use Qualtrics for our Customer Experience program and Employee Experience programs.
We are running the NPS measures since several years and are looking at developping our transactional experience program.
For our Employee Experience, we run an annual Engagement survey with Qualtrics.

Vorteile:

- dashboard capability - data analysis - survey building

Nachteile:

It's not always intuitive. It's built by Americans for American customers (ex: in Europe we need extra step to manipulate, upload, download CSV due to format differences) Text analysis could be improved (too generic and inaccurate categorisation) Reporting capabilities are limited in comparison to what is possible in dashboarding. Pricing are not alsways scalable when you'd like to share broadly access to dashboards. Frequency rules with SFDC Integration is not straight forward and is particularly difficult to get a clear understanding from support.

I have used Qualtrics when answering surveys from different companies as a customer

Vorteile:

I like that the surveys are generally short and are offered soon after I use a product or go to a restaurant etc. I think the formatting of the surveys are nice and they are generally easy to navigate.

Nachteile:

I have not had many negative experiences with this program. The only suggestion I would have is you cannot generally go back to a survey at a later time and all answers must be submitted all at once. It would be nice to be able to save your answers should something come up.

Qualtrics Review

Kommentare: I have had a great experience working with Qualtrics. The company's customer service is outstanding. I always got a representative who was patient and knowledgeable and was able to answer my questions.

Vorteile:

This is my go to to make surveys, it has a great deal of functionality, manages responses to survey questions, gives feedback on survey, does a test on your survey to give the user an opportunity to see what the data could look like. It has a number of different way to launch the survey.

Nachteile:

As with any new software, learning it takes a little bit of time. After some instruction, I knew enough to create a survey. a pro is that there is a lot of functionality, the con is that there is a lot of functionality.