Avis clients sur XM for Customer Experience

XM for Customer Experience
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250 avis

- Secteur d'activité : Réseaux informatiques
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
ClientXM est puissant et efficace
Publié le 05/11/2022
J'ai utilisé Qualtrics comme outil principal pour les " feuilles de sourire" - de brèves enquêtes...
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.

- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les mois pendant plus d'un an
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
A Survey Suite for Evaluating User/Customer Experience
Publié le 04/05/2019
Qualtrics has been a helpful tool for conducting surveys across large cohorts of students for our...
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.

- Secteur d'activité : Enseignement supérieur
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé toutes les semaines pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Amazing customer support! I was so impressed with the experience and support I received.
Publié le 01/06/2018
Customer support when I don't know how to do something myself
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.
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
Overall good product - Amazing customer support team, helps out fast and very efficient!
Publié le 20/05/2018
Avantages
Qualtrics offers a broad variety to create an attractive survey with many different question types. Also, the data analysis and report functions are easy to use and have a great functionality. The customer support team is simply amazing! Helpful, fast, friendly and efficient. They even contact you via email if the problem could not be solved immediately (of course only if one agrees with being contacted).
Inconvénients
The possibilities to export and translate the survey should be improved. Also, the design techniques (look & feel) could be created easier to use and more options would be nice.

- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
Great insights and support
Publié le 12/03/2018
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.

- Secteur d'activité : Enseignement supérieur
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé toutes les semaines pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Always amazing, the customer support team go above and beyond to resolve your issue
Publié le 10/04/2018
Ease of use, great complex survey solutions that have many uses.
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.

- Secteur d'activité : Logiciels
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les mois pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Qualtrics - Perfect CXM for Massive Orgs & Projects
Publié le 19/10/2020
Qualtrics is no doubt the best software out there for CXM for large scale projects where thousands...
Qualtrics is no doubt the best software out there for CXM for large scale projects where thousands of points of data will be collected. Features like StatsiQ are awesome for being able to read the responses in bulk without a statistical background.
Avantages
Qualtrics offers features and data capabilities to run large scale projects with thousands of data points. The tools make it easy to digest results compared to competitor's tools.
Inconvénients
The software can be complicated to use and can take too long to generate surveys if the project is a simple one.

- Logiciel utilisé toutes les semaines pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Qualtrics customer support team is great!! There is always a solution to your problem
Publié le 18/03/2018
We survey our audience using this platform and customers are very happy withe survey experience
We survey our audience using this platform and customers are very happy withe survey experience
Avantages
Customer support team and very intuitive and easy UI. Advanced analytics incorporated in a research platform helps to do multiple tasks
Inconvénients
Everything on the platform works pretty well. Nothing really that I don't like about Qualtrics software

- Secteur d'activité : Administration publique
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé toutes les semaines pendant plus d'un an
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Probabilité de recommander le produit 9.0 /10
User-friendly survey tool
Publié le 01/09/2019
Great tool for organizations to create user-friendly surveys.
Great tool for organizations to create user-friendly surveys.
Avantages
I take a lot of online surveys and Qualtrics seems to be one of the best in terms of functionality and ease of use. I've never encountered an issue with this tool.
Inconvénients
Honestly, I've never experienced an issue as a user of this survey platform.

- Secteur d'activité : Services aux consommateurs
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les mois pendant plus de deux ans
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Probabilité de recommander le produit 8.0 /10
Optimize customer/employee experiences
Publié le 08/10/2020
Great company with a great prodcut. I'd definitely recommend.
Great company with a great prodcut. I'd definitely recommend.
Avantages
This is simply the best software for monitoring customer/employee experience. At our company, we regularly send out surveys to keep track of the ever-changing opinions of our customers and employees. This is the simplest way to do so.
Inconvénients
On two occasions I've reached out to technical support and waited on hold for 10+ minutes. The software is great but the customer support could use a little work.

- Secteur d'activité : Logiciels
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé Autre pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
Awesome tool for gathering customer data
Publié le 15/02/2018
Avantages
Qualtrics is key for gathering data around the customer experience. This helps to improve the customer journey and leads to more sales.
Inconvénients
If you're not crazy data minded, it can be a bit overwhelming. Takes a bit of time to understand what you're looking at, but once you do, the findings are invaluable.
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
Qualtrics has potential to be one of the best survey platforms, but we encounter bugs often.
Publié le 09/08/2017
Avantages
Qualtrics's ability to support embedded data and merge fields within email invitations. Large variety of question types and branching logic. We can use embedded data to remember how a contact responded to a previous survey and help with sample selection to drive valuable market insights.
The data visualizations through Vocalize dashboards. We were able to set up NPS dashboards for each department in our Sales and Service team. We also have tabs for each Salesperson.
Ticket management helps with documentation of actions performed on survey respondents that responded negatively. Assigning them to a team was easy and intuitive.
Inconvénients
The Qualtrics Sales team was not transparent and reluctant to share our individual SLA when I was a new member of the team. I spotted inconsistencies in our quote such as response count and module access (Marketo and Tableau). Our response count was set to 5000 when our quote was for 6500. They fixed that when I pointed it out. Marketo was enabled when in their documentation it is described as an add-on feature. They disabled it to their benefit when I pointed it out. Tableau was disabled when in our Brand Administrator User Type permissions it is checked green for Enabled, but we do not have access to it according to our Sales account representative. Since Qualtrics works by quote and not by packaged licenses, it is difficult to pinpoint which individual modules we have access to. It is by the Qualtrics Sales team's discretion.
For a large portion of our license, SMS was a feature that was not accessible due to technical issues between Twilio and Qualtrics. It was fixed a couple months before our license expired. They did not describe what went wrong and presented the solution in a black box.
Qualtrics does not support printing individual tickets. Ticket exports do not include Comments made by our team. The reply feature within a ticket does not actually send out emails.
Vocalize dashboard email exports are inconsistent (about 50/60 successfully sent out each week). The other dashboards encounter errors when attempting to manually download.
- Secteur d'activité : Traduction et localisation
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Probabilité de recommander le produit 9.0 /10
Great system to use to build customer retention
Publié le 29/10/2022
Avantages
I really like how I was able to listen to calls in real time and assist my agents.
Inconvénients
I do wish that there was a stronger alert system to let agents now that there stats are falling.
- Secteur d'activité : Enseignement supérieur
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les mois pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
I've been using Qualtrics at work for several years & couldn't be happier with it.
Publié le 04/05/2018
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.
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé toutes les semaines pendant plus de deux ans
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
very intuitive tool for building surveys
Publié le 15/04/2022
I'm a superfan - I love working with their survey tool and dashboards. Also whenenver I need help,...
I'm a superfan - I love working with their survey tool and dashboards. Also whenenver I need help, I contact their support - the Utah team is always super helpful and friendly. I have heard the Europe support team isn't as friendly ... I think that might be a cultural thing when it comes to customer service.
Avantages
Very intuitive and easy to build surveys - also huge fan of their dashboard. I have most fun building my dashboard so I can track results - and then take screenshots of the graphs to put in my presentations. They always continue to improve their user features too.
Inconvénients
I honestly have no complaints - they are always evolving their product to be more user-friendly with useful features.
- Secteur d'activité : Enseignement supérieur
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Something to definitely write home about!
Publié le 26/10/2018
One of the BEST parts of my Qualtrics experience has been with it's customer service helpers. I...
One of the BEST parts of my Qualtrics experience has been with it's customer service helpers. I have never before had people with so much patience, kindness, or knowledge be able to walk me through how to use a system before. I have never had to wait to speak to a representative and have never had an experience anything less than ideal.
Avantages
I love this software because of the ease of use, the pleasing aesthetic, and the multiple capabilities it has to collect data in so many ways!
Inconvénients
I would appreciate it if you could time the whole survey so that in situations where only participants who took over 30 minutes receive a credit through an outside program.
- Secteur d'activité : Recherche
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Probabilité de recommander le produit 8.0 /10
Very useful for surveys, etc.
Publié le 19/08/2022
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.
- Secteur d'activité : Enseignement supérieur
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Very useful software
Publié le 17/08/2018
They are very helpful and will walk you through the product.
They are very helpful and will walk you through the product.
Avantages
Customers appreciate being able to fill out surveys on their mobile devices and their laptop computers.
Inconvénients
I can't collaborate with colleagues when I write surveys
- Secteur d'activité : E-learning
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Probabilité de recommander le produit 7.0 /10
Good program with a learning curve for new users
Publié le 01/04/2022
Avantages
Qualtrics is fairly intuitive. But for a new user, it could become difficult.
Inconvénients
Some of the features with text IQ is a little confusing. I would like to learn more and how to use it effectively to gain insight with open end responses.
- Secteur d'activité : Recherche
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé Autre pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Best Tech Support Experience I've Ever Had
Publié le 20/08/2018
The support technician was very patient and clearly articulated steps to resolve my concern even...
The support technician was very patient and clearly articulated steps to resolve my concern even though I could not clearly state what I was trying to do. The tech helped brainstorm solutions, tested it out for me, and provided additional considerations that I did not ask about so my decisions would be as informed as possible. Best tech support experience I've ever had and I used to work at an inbound tech support center for another company!
Avantages
The software is very user friendly and intuitive.
Inconvénients
A couple features were not available at the question level, just the block level.
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les mois pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Qualtrics: Always Helping People
Publié le 01/07/2022
I couldnt do my research without this software!
I couldnt do my research without this software!
Avantages
Easy to use, many options for collecting surveys, and cost efficient
Inconvénients
Needs expensive license for individual use, but has a free option that is limited.
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé toutes les semaines pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 7.0 /10
Easy to Deploy, Great Data Gathering tool
Publié le 06/10/2020
Our organization has been better able to gather necessary data from our patrons which has allowed...
Our organization has been better able to gather necessary data from our patrons which has allowed for more informed decisions making on many aspects of the school district over the past few years.
Avantages
Our organization enjoys the amount of visual data this software provides for us. We are easily able to deploy data gathering tools, like surveys, and get a quick real time overall view of the data. It is also easily broken down.
Inconvénients
I think the price point is a little high for the value we get out of it. The software itself is easy to use to no real complaints other than the price.
- Secteur d'activité : Appareils médicaux
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les mois pendant plus d'un an
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Great customer support makes a great product
Publié le 01/10/2018
Great product for internal work surveys, with good analysis options. Ultimately, it is one of the...
Great product for internal work surveys, with good analysis options. Ultimately, it is one of the best software of its kind on the market.
Avantages
Customer support is essential, especially when we just began using this software and encountered issues that we needed explained to us. Thankfully, the customer support was quick and responsive, which helped us out a lot. The software makes is extremely easy to collect and share data with those who need it. The organization especially stands out, as it is fairly user friendly (from what I have seen in comparison).
Inconvénients
There are a few features that I have seen on similar software that could be beneficial, and definitely should be added. They are not make or break features, but it would be really helpful if they were added. I have experienced some glitches as well, but they were not too bad.
- Secteur d'activité : Recherche
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé toutes les semaines pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 7.0 /10
Qualtrics Quandaries
Publié le 13/08/2018
Okay for simple technical questions. Really overly aggressive with sales. Also I don't want to be...
Okay for simple technical questions. Really overly aggressive with sales. Also I don't want to be contacted if I watch a webinar. Basically, now I will never watch one of your webinars or tutorials again, unless I'm desperate, because I really don't want to deal with the phone follow up
Avantages
Looks professional and it is the academic standard
Inconvénients
Sometimes glitchy or not sensitive enough to really do what I want with piping/skip logic. Some things had to be fixed at the tech level, which means as a user I don't learn how to fix it if it happens again or why it occurred or whether it is or isn't something that I as a user can fix. This means I have to spend a lot of time testing & troubleshooting surveys to be sure it doesn't/won't glitch
- Secteur d'activité : Enseignement supérieur
- Logiciel utilisé toutes les semaines pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Functional, easy to use survey tool for rigorous research.
Publié le 27/03/2018
Survey research.
Survey research.
Avantages
That I can design any kind of survey or assessment imaginable and for distribution on multiple platforms.
Inconvénients
That the panels they supply for purchase are not cheaper. Most of the quotes I have received are well over the level per respondent.