Avaliações do XM for Customer Experience

Friendly, complete and functional

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Secure survey management platform

Comentários: We conduct trainings for journalists and use Qualtrics to get anonymized feedback and suggestions and to conduct pre-test, post-test and follow-up surveys. For this, multi-modal administration is important- including through emails and through personal messages. Qualtrics lets you track this infomration.

Vantagens:

-Data presentation- visuals, reports, spreadsheet -Personalized and blinded survey links -Automated features to send survey timed reminders through different channels -Automated features to customize and send Thank you notes.

Desvantagens:

Pricey- We use it through institutional license.

Qualtrics for survey and data analysis

Comentários: 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.

Vantagens:

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.

Desvantagens:

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,.

Makes surveys simple

Vantagens:

Qualtrics is very user friendly and has a clean, organized interface. It gives every survey a look of professionalism. It also streamlines the data collection process.

Desvantagens:

The cost of renewing every year can be a deterrent

Qualtrics - the best for surveys!

Comentários: 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.

Vantagens:

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.

Desvantagens:

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

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

Comentários: 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.

Vantagens:

Some of the dashboard tools are impressive.

Desvantagens:

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.

Great Product, Great People

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Good for low-medium complexity surveys

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

Vantagens:

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

Desvantagens:

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!

Comentários: 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.

Vantagens:

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.

Desvantagens:

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

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Qualtrics has potential to be one of the best survey platforms, but we encounter bugs often.

Vantagens:

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.

Desvantagens:

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.

Great system to use to build customer retention

Vantagens:

I really like how I was able to listen to calls in real time and assist my agents.

Desvantagens:

I do wish that there was a stronger alert system to let agents now that there stats are falling.

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

Vantagens:

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.

Desvantagens:

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.

very intuitive tool for building surveys

Comentários: 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.

Vantagens:

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.

Desvantagens:

I honestly have no complaints - they are always evolving their product to be more user-friendly with useful features.

Something to definitely write home about!

Comentários: 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.

Vantagens:

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!

Desvantagens:

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.

Very useful for surveys, etc.

Vantagens:

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.

Desvantagens:

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.

Very useful software

Comentários: They are very helpful and will walk you through the product.

Vantagens:

Customers appreciate being able to fill out surveys on their mobile devices and their laptop computers.

Desvantagens:

I can't collaborate with colleagues when I write surveys

Good program with a learning curve for new users

Vantagens:

Qualtrics is fairly intuitive. But for a new user, it could become difficult.

Desvantagens:

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.

Best Tech Support Experience I've Ever Had

Comentários: 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!

Vantagens:

The software is very user friendly and intuitive.

Desvantagens:

A couple features were not available at the question level, just the block level.

Qualtrics: Always Helping People

Comentários: I couldnt do my research without this software!

Vantagens:

Easy to use, many options for collecting surveys, and cost efficient

Desvantagens:

Needs expensive license for individual use, but has a free option that is limited.

Easy to Deploy, Great Data Gathering tool

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Great customer support makes a great product

Comentários: Great product for internal work surveys, with good analysis options. Ultimately, it is one of the best software of its kind on the market.

Vantagens:

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).

Desvantagens:

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.

Qualtrics Quandaries

Comentários: 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

Vantagens:

Looks professional and it is the academic standard

Desvantagens:

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

Functional, easy to use survey tool for rigorous research.

Comentários: Survey research.

Vantagens:

That I can design any kind of survey or assessment imaginable and for distribution on multiple platforms.

Desvantagens:

That the panels they supply for purchase are not cheaper. Most of the quotes I have received are well over the level per respondent.

Qualtrics is the leader in survey industry.

Comentários: My overall experience with Qualtrics is superb.

Vantagens:

Qualtrics provides awesome surveys to the clients. It's easy to do. I am an MTurk member and I do qualtrics survey regularly. It's fun and easy to do.

Desvantagens:

Nothing I found negative in qualtrics software.