Avis clients sur XM for Customer Experience

ClientXM est puissant et efficace

Commentaires : J'ai utilisé Qualtrics comme outil principal pour les " feuilles de sourire" - de brèves enquêtes que j'ai utilisées pour recueillir les commentaires des participants à la formation .J'ai pensé que c'était incroyablement amical, et en ce moment j'aimerais que mon employeur actuel l' utilise .

Avantages :

Il existe d'innombrables façons de personnaliser Qualtrics.Mon organisation utilise Qualtrics pour tous les types d' enquêtes, y compris les études de recherche courtes et longues .De plus, les utilisateurs peuvent le personnaliser pour inclure le logo et la palette de couleurs de leur entreprise .Il peut être personnalisé.

Inconvénients :

S'il y avait un bouton d' annulation , ce serait vraiment utile plutôt que d' avoir à recharger la nouvelle version en cas d' échec.

Great Survey Software

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Friendly, complete and functional

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

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

Commentaires : 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.

Avantages :

Some of the dashboard tools are impressive.

Inconvénients :

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.

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

Commentaires : 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.

Avantages :

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!

Inconvénients :

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.

Interactive dashboards have gotten our consumers excited about data!

Commentaires : This makes it so easy to share data with consumers in a way they can understand and use. There is tremendous flexibility with the software as far as chart types, formatting, and user permissions. Plus, it's fast and easy to learn, especially with online training and customer service available.

Avantages :

Qualtrics Vocalize makes it easy for me to share data with exactly the people who need to see it, and interactive filters give them flexibility to view exactly the data they want. There are many different chart types to choose from bar graphs, line graphs, tables, gauge charts, and word clouds, just to name a few of my favorites! I can assign permissions by user attribute or data field to show as much or as little data as necessary. The formatting options also allow me to choose colors and fonts to match my company brand, which is a huge plus.

Inconvénients :

I feel limited when it comes to doing advanced calculations (simple calculations are no problem). There is not a built-in feature to show response rates though sometimes this is possible to do with a calculation.

Qualtrics product review

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

I've been using Qualtrics at work for several years & couldn't be happier with it.

Avantages :

It's intuitive & customer support is EXCELLENT. I recently had a problem involving student survey recipients getting an error message when trying to complete a survey. Basically, if a student was repeating a course, he/she was getting an error message that they had already completed the survey (the previous semester) & therefore couldn't do it again. I checked the Support database, couldn't find an answer, then contacted Support directly. Their response was fast & solved the problem. I fixed the issue in several surveys where students were experiencing that problem, & now I can tell faculty members that it's no longer an issue.

Inconvénients :

I didn't like the new interface at first, but now I like it better than the old one. "Panel" was changed to "Contacts," which is much more intuitive, and the "Share Survey" icon was changed to the one that looks like a "V" on its side, like in my smart phone. Aligning these simple things in Qualtrics with the technology I use everyday on my mobile device makes Qualtrics much easier to use. I think it also makes it easier for faculty members whose surveys I work on because they don't use Qualtrics as often as I do, but they have to collaborate with me & check response rates to make sure their students are complying with the survey policy.

Amazing customer support! I was so impressed with the experience and support I received.

Commentaires : Customer support when I don't know how to do something myself

Avantages :

Generally, I find Qualtrics to be pretty intuitive, but for things that are more complex, the Customer Support team is phenomenal!

Inconvénients :

Not having a multi e-signature functionally - I'm hoping this is in the pipeline of things to add, as this could really help us minimize the number of extra surveying we have to do.

Great insights and support

Avantages :

Qualtrics provides a way to really seamless interactions for both the customer and administrator. The customer service they provide is also excellent and they really want to help people develop surveys to understand the buyer journey more in-depth. We were able to determine valuable insights about our customers and develop content and upgrades to meet their needs.

Inconvénients :

This is not a simple platform... which is both a pro and a con. It took me a lot of time and training to fully understand the full potential of the software. But once I understood it, it was extremely valuable. So as long as you're willing to put in the time, this is worth it.

Always amazing, the customer support team go above and beyond to resolve your issue

Commentaires : Ease of use, great complex survey solutions that have many uses.

Avantages :

Ease of use and functionality and ability of the support team to talk assist you to do complex tasks

Inconvénients :

I have nothing that I don't like! This is a great program with great technical support that you don't have to wait on hold for hours to access.

Favorite Survey Tool

Commentaires : I used Qualtrics primary for smile sheets - quick surveys to get collect feedback from training participants. I found it to be extremely user friendly, and it is now the tool I wish my current employer used.

Avantages :

I found Qualtrics to be extremely user friendly. The only "training" my former employer had available for this tool was a link to a 30-minute YouTube video, which I found to be entirely unnecessary. The interface was very straightforward, I appreciated the drag-n-drop functionality for moving questions up/down in order, and copying/reusing entire surveys or questions was a breeze.

Inconvénients :

I felt that the reporting layout, while visually compelling, was a bit clunky though I haven't used the tool lately. The ability to create reports from the data output is, in my opinion, one of the most important parts of any survey tool. I did like that it was relatively easy to get data back out of the system. Also, while Qualtrics provides a nice variety of pre-built survey templates for business, at the time I was a regular user, I needed it for higher education and found the templates to be less relative. The good news is that it makes survey creation so easy that it didn't take long to build my own reusable templates.

Frontlines a must for effective customer experience tracking

Commentaires : Our focus is on tracking the experience of customers with Consultants delegated to take part in their internal IT projects. Every 6 month, the customer is sollicited to evaluate the Consultant on 4 areas : expertise, process, communication and engagement. He provides comments to substantiate their rating and make educated recommendations on improvement actions. A dashboard allows management to review the performance of individual Consultants per mission, account or profile. The NPS score is a key element to assess the image of the Company in the market.

Avantages :

Completeness of the plateform and fast learning curve to master essential functionalities.

Inconvénients :

Lack of obvious widgets in the Dashboarding module which forces to resort to third party visual analytics poducts.

Great Research Tool

Commentaires : We are collecting large amounts of data that we no longer have to enter by hand. It has saved us hundreds of manpower hours.

Avantages :

Easy to deliver surveys to research participants. Best part is tat data is automatically recorded for you so the need for any data entry by hand, virtually eliminating the chance of human error.

Inconvénients :

Setting up surveys/questionnaires on the admin side still leaves a bit to be desired. I have worked in research for 10+ years and often find it difficult to get the interface to do exactly what I want. Particularly, it is impossible to upload a Word document and have it publish a survey you have already written. It seems like that should be such an easy feature to provide.

Great product. So many features and flexibility

Commentaires : Super easy to set up surveys, analyze text, and create meaningful dashboards. Site intercept is amazing :)

Avantages :

We've been able to do so much with the platforms we are using. It's so much more flexible, effective, and gives us the ability to provide our product team and other groups real time information to make impactful decisions.

Inconvénients :

There are some formatting features that could be more robust (e.g. vocalize widgets could allow more formatting with text size, alignment, chart types)

Great Tool for Customer Feedback

Avantages :

This is without a doubt the most comprehensive customer experience tool I've ever used. It is also extremely easy to learn as the software is very intuitive.

Inconvénients :

When exporting files the data isn't always the clean or easy to read. It does take some time to get the data ready to review.

Amazing, because of the customer support experience. Excellent customer support.

Commentaires : Excellent Design of software, quality customer support, valuable survey design templates. and communication tools.

Avantages :

Customer Support - Excellent. The customer support team is excellent and so responsive. I really appreciate the fact that we can call anytime. This is missing in other competitor platforms (aka Survey Monkey). Beyond that, the Qualtrics respresentatives are always humble, knowledgeable, kind, and responsive. I really enjoy my experience with Qualtrics.

Inconvénients :

Often restricted because of some minor lack of ability to make adjustments. However, Qualtrics representatives are very responsive and work to figure out a solution to the problems that you are facing and are always willing to listen .

Great Survey Product

Commentaires : Excellent. I am able to easily and quickly create professional-looking surveys backed up with powerful reporting capabilities. Whether surveying 300 employees on their experience with an internal business process, 150 people on their experience with a training workshop, or cull ideas from 12 people on possibilities for a new project, it is easy, fast, and straight-forward.

Avantages :

Easy to use and learn on the go. Excellent resources available to learn how to use more advanced functions. Broad capabilities. I use the tool about annually and I am able to quickly get going on creation even though I'm not in the tool more frequently. 5-star customer support.

Inconvénients :

It won't accept a Bluetooth signal from my brain to automatically create the survey as I think about it.

A Users View of Qualtrics Customer XM

Commentaires : We really have not had any dealings with customer service which I guess is a plus.

Avantages :

We don't have a choice as a department not to use this software. I was concerned at first, however, the functionality and ease of use has sold me on it.

Inconvénients :

Apart from being forced to use the platform I really can't say anything negative about the software.

Unlike any other survey software

Avantages :

Qualtrics is truly invaluable. I used this every day, multiple times a day, when I worked in B2B sales. Super user friendly and intuitive, especially considering the amount of features and functionalities that aren't available from competitors. On my first day at a new job, I used Qualtrics with no training and was able to teach myself how to use it as I went. The insights you get from Qualtrics surveys are excellent and very in-depth. Worth every penny and great customer support as well. The new platform is even easier to use than the old one; it just keeps getting better.

Inconvénients :

I can't think of anything. It's not cheap, but it's reasonable. Much better than all competitors in terms of data delivery and insights so I believe it's worth the high(er) price tag.

Always talk to a real person when I call in.

Avantages :

Great functionality for the most part. It's a powerful tool that we use every day. It almost always does what we need it to do.

Inconvénients :

Not extremely user friendly. There's a pretty steep learning curve, but even so the support is good.

Qualtrics for Psychological Research

Commentaires : My experience with Qualtrics has been exciting and rewarding as I conduct research using this platform.

Avantages :

Qualtrics has advanced features that you will not find on other popular survey platforms. It is easy to learn and use.

Inconvénients :

My university's Psychological Science department has a paid account with Qualtrics, which allows me to bypass the question limit (only about 10 questions!) allowed with a free account.

A Survey Suite for Evaluating User/Customer Experience

Commentaires : Qualtrics has been a helpful tool for conducting surveys across large cohorts of students for our university. As our need to produce data increases, I'm not sure Qualtrics alone will be able to serve our needs, but for creating surveys, it has been great.

Avantages :

Qualtrics is an easy-to-use survey software. Based on your company or institutional needs, you can design surveys to gather information on users/students/customers. You can customize questions, and more importantly, you can customize multiple trails within the survey so survey takers can continue down the correct line of questioning.

Inconvénients :

Qualtrics is not the most aesthetically clear software out there. It takes multiple trials to make sure that the questions appear in the correct order. Our team always had to try out the surveys a few times before feeling comfortable sending out the information to our student body. In the version we used, the software also stopped at the survey level, so any data analytics we wanted from each survey, we had to use other programs to create those complex materials and means of organizing the information gathered.

Love Qualtrics - I use it for everything

Avantages :

Easy and intuitive; yet has a good deal of depth. So I can customize what I need to, and can still teach and share the product with ease. I adore vocalize, its a great what to quickly add visualization to a pool of data.

Inconvénients :

I don't really have any complaints. I don't really have any complaints. I don't really have any complaints.

Very useful for surveys, etc.

Avantages :

Didn’t have much of a training session before using Qualtrics but it is very easy to pick up on and use. Quick and easy to create and edit surveys.

Inconvénients :

It would be very helpful if there was an undo button instead of having to reload the previous version in the event that you make a mistake.