XM for Customer Experience

Vorteile

I liked that I was able to provide individual surveys to all of my respondents. I also liked that there were robust features available to show specific questions to specific respondents based on their feedback.

Nachteile

There was a big learning curve to figure out their own language for embedded text and stuff. I will say that I was very impressed with their customer service reps. Very easy to reach and very helpful.

Vorteile

Qualtrics customer experience is a great survey to measure customer satisfaction using the online survey tool. It is very flexible and very functional with a very user friendly layout to help build better surveys for customers and participants. Building surveys is painless and requires minimum knowledge. It is easy to create surveys using the drag and drop option with many features which help you select the question type. In one of the projects that I recently completed I was able to use the semantic differential scale function for understanding how people evaluate a new product concept on its strength and weakness. Other scales are also accessible for other question types. In another project that I completed I did use nominal scale for dichotomous questions, ordinal scale for rank order questions, and likert scale for likeliness questions. It was great experience having so many features available to customize in Qualtrics. Qualtrics allows you to create and store surveys. When you store surveys you can actually store the whole survey as well as store individual sections, blocks, and questions. It is very easy to replicate the sections and blocks from one survey to other. Surveys can be shared between different projects. At my workplace we maintain a shared library with survey templates and we also maintain a personal library for current and former projects. Overall building, storing, and recreating surveys is great feature of qualtrics customer experience.

Nachteile

Qualtrics is a great tool with features and functionality, but it is sometimes hard for everybody to get a hang of it. Some users require training on certain features, customer support is a great help for those queries, but it comes at an additional cost. Also, the wait times are very long . Qualtrics is a high cost tool and it doesn't have many packages to choose from. Small and midsize research firms should look for low cost basic tools for their surveys if they are not looking for sophisticated solutions. Qualtrics offers wide range of sophisticated solution which includes different type of scale, questions, visualization display etc. Many companies are not interested in such solutions they are happy with basic solution with basic questions which can lead to descriptive statistics. For such firms Qualtrics packages would be expensive. For advance statistics methods like regression, factor analysis, etc. The data analysis and data cleaning options offered by Quatrics are very insufficient. This mainly happens for scientific studies which involve complex multivariate statistics. Sometimes there is an issue with its adaptability with different browsers, we had this issue at our workplace where qualtrics wasn't working that fine with internet explorer. External panel management tools find it hard to integrate with qualtrics and this remains a huge challenge to overcome if an external vendor is used for sample management. Reporting capabilities are very limited to graphs.

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Vorteile

It is very user friendly tool. The drag and features saves a lot if time and minimizes the coding effirt

Nachteile

The data and analysis section needs to be improved. The costing is little high.

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,.

Vorteile

it is easy to use, easy to learn and mostly importantly it is adaptable and customizable.

Nachteile

Nothing really, the software stands on its own.