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The Total Economic Impact of Qualtrics CustomerXM

38M reasons why we believe the world’s leading brands choose Qualtrics for customer experience management.

The October 2019 Qualtrics-commissioned study The Total Economic Impact™ of Qualtrics CustomerXM, conducted by Forrester Consulting, found that a composite organization, based on Qualtrics customers using the customer experience solution, achieved:

  • 633% Return on Investment over three years
  • Benefits equaling $38.4M, with a net present value of $33.2M
    • $24.5M in improved customer care support and service
    • $12.3M in increased customer retention and reduced cost of acquisition
    • $1.7M in avoided costs of previous surveys and analytics tools
  • A payback period of less than 3 months

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Other benefits included:


  • Support in transitioning to a data-centric and customer-centric culture
  • Leveraging a robust partner ecosystem for complementary services
  • Flexibility to tailor and grow their programs according to specific needs


The world’s top brands trust Qualtrics to deliver breakthrough experiences