Customer Experience and Insights Platform | Qualtrics

Customer Experience

Delivering world-class customer satisfaction, one cup at a time

By using Qualtrics and a little early morning coffee, JetBlue boosted its Net Promoter® Score by 12 points in one year. At JetBlue, a one point increase means an extra five to eight million dollars in annual revenue. You do the math. Read More

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Attention to detail matters when you're striving to become a customer loyalty leader. By taking a deep dive into passengers' feedback using Qualtrics, JetBlue was able to identify and remedy specific problems at certain airports across the nation that were negatively affecting passengers' experiences.

In Philadelphia, JetBlue was able to trace passenger dissatisfaction to the lack of airport shops and amenities open early in the morning. JetBlue responded by simply passing out water, juice, and coffee at the gate to boost customer morale.

In a separate airport, JetBlue found that the terminal speaker was broken and passengers couldn’t hear what the gate agent was saying. It was fixed that same day.

JetBlue also combined flight frequency and pricing studies to find that a majority of their passengers didn’t care about free bags, and instead prefer cheaper ticket prices. They’re now rolling out different rate structures and offering pricing options to passengers.

These changes went an enormous way toward elevating passenger satisfaction and increasing JetBlue’s NPS. In 2014, JetBlue attributed nearly $100M in increased revenue to delivering a better customer experience.

Qualtrics gives you total control
of your customer experience

1

Unmatched Flexibility

When you depend on external partners to manage your customer experience, every change you make costs you time and money. Qualtrics gives you complete control to make changes and improvements to your program — immediately and at no additional cost.

2

Superior Power

We’ve added drag-and-drop dashboards, automated case management and real-time web feedback to the world’s most advanced survey engine. Now you have the power to deliver unmatched customer experience.

3

Incredible Simplicity

Welcome to customer experience made simple. Our simple, robust platform requires no coding and our drag-and-drop interface is as easy to use as everyday email.

Empower your Customer Experience

Who says you can’t have it all?

Voice of the Customer

Capture the voice of the customer, using multiple channels, at every touch point of the customer journey.

Transactional & Relational NPS®

With CSAT and Qualtrics Bain-Certified NPS questions, you can combine in-moment and long-term customer satisfaction feedback to accurately measure and improve customer experience.

Employee Engagement

Engaged employees create loyal customers. Qualtrics can connect your employee and customer data to drive internal and external action.

A/B Testing & Experiments

Rapidly perform A/B tests and experiments so you can continually improve customer programs.

Digital Experience Delivery

Deliver online invites, promotions, ads or other relevant content to targeted individuals, based on website behavior and customer profile.

Ad-Hoc Market Research Studies

Have questions? Get answers. With Qualtrics, you have the tools you need to do rapid research and uncover insights.

Web/Mobile Engagement & Satisfaction

Capture page-level feedback, and deliver site-exit and post-transaction surveys to engage customers and drive immediate action.

Customer Effort Scoring

Discover and track how much effort your customers have to exert to get an issue resolved or a request fulfilled.

Call Center Process Enablement

Seamlessly integrate your call center systems and create a centralized view of your customer support interactions.

In-store or online – Qualtrics delivers engagement at every touch point

With the widest selection of feedback channels and integrations, Qualtrics gives you the ability to communicate and engage with clients or prospects at every step of the customer journey — no matter where they are or what device they’re using.

Customer browses website

Invite customers to provide contact details, schedule a test drive, and share information about the vehicle they’re looking for. Call center delivers an automated appointment reminder.

Email Surveys
SMS Surveys
Mobile Feedback
Call Center
Website Intercepts
Social

Customer enters dealership for test drive

Customer is greeted by a sales associate that is prepared with customer profile and interest information. After test drive, customer receives SMS/email follow-up survey about their experience.

Email Surveys
SMS Surveys
Offline Surveys
Mobile Feedback
Call Center
QR Codes

Customer visits dealership website on their phone

Website recognizes return visitor and profile information, offering a financing promotion to encourage a return visit to the dealership.

Mobile Feedback
Website Intercepts
Social

Customer returns to dealership and purchases car

Receives post-transaction survey with an incentive to encourage future visits to service center.

Email Surveys
SMS Surveys
Receipt Surveys
Offline Surveys
Mobile Feedback
Call Center
QR Codes

Returns for future visit

The customer shares feedback about service experience via social media. An alert is automatically triggered so dealership can respond immediately. Customer receives automated ongoing service reminders that also capture open-ended feedback to build customer profiles.

Email Surveys
SMS Surveys
Receipt Surveys
Offline Surveys
Mobile Feedback
Call Center
QR Codes
Channels
Email Surveys
SMS Surveys
Receipt Surveys
Offline Surveys
Mobile Feedback
Call Center
Website Intercepts
IVR
QR Codes
Social

Spot trends and identify insights
with role-based dashboards

Role-Based Dashboards and Dynamic Filtering

With unlimited filtering options and flexible role-based dashboards, you can sort and visualize your data the way you want, ultimately helping you pinpoint action items and uncover hot customer issues.

Robust Analytics

With real-time, native text, and mobile analytics you can view instant, actionable insights, no matter where you are or what device you’re using.

Out-Of-The-Box Integrations

Qualtrics integrates with best-in-class CRM and analytics platforms so you can seamlessly combine the power of the software platforms you love.

Take immediate action, and deliver ahead of customer expectations

  • Built-in case management
  • Closed-loop feedback
  • Key driver analysis
  • Automated actions
  • Flexible integrations with existing systems

Manage the entire customer experience with one platform

World-class customer experience is built on more than customer feedback. Qualtrics is the only platform that combines customer, market, employee and operational data to give you a holistic view of your customer experience. Welcome to the future of Customer Experience Management.

Customer Experience

Build greater brand loyalty by asking about your customers’ experiences and acting on their feedback.

Employee Insights

Happy employees create happy customers. Identify the drivers of employee engagement and satisfaction to drive positive customer interactions.

Market Research

Thoroughly understand your market and deliver ahead of customer expectations.

Revolutionize your
customer experience

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