Measure and optimize your CX with AI-powered survey software
Create customer experiences that drive loyalty and spend by understanding the key drivers of customer satisfaction at every touchpoint. Survey your customers in the moment across multiple channels and see all your data in real-time on a single survey platform.
The world's
best brands
choose
Qualtrics
Today’s reality
Disengaged customers
8 of 10 executives believe their company loses sales because of failure to create engaged customers
Inadequate customer service
70% of Americans are willing to spend an average of 13% more with companies they believe provide excellent customer service
Lack of feedback
Gathering feedback can increase cross-sell and up-sell effectiveness by 15 to 20 percent
With Qualtrics Customer Surveys you can
- Automate the collection of feedback during significant interactions, such as purchases or customer service calls
- Use the insights gathered through the VoC solution to guide product development and adjustments to service
- Use AI-powered text and sentiment analysis to pinpoint specific issues in the customer journey that require action
- Enable personalized communications based on customer behaviors and preferences
Expert-designed surveys every time
Gathering – and acting on – customer feedback is often the difference between dissatisfied churn and lifelong loyalty. Qualtrics customer survey software makes designing and deploying a robust Voice of Customer program smart, simple, and scalable.
- AI-powered adaptive follow-up ensure you get the full picture from customer feedback
- Access to distribute surveys across all channels: digital, SMS, email, post-call, and more
- Market leading breadth of question types ensuring you can ask exactly how you want to
- Get up and running in no time, with 50+ pre-built, expert designed survey and questionnaire templates
Act on insight, not instinct
Shape your online, in-person, and product experiences based on what matters most: real-world customer expectations. Our online survey tool sorts the signal from the noise to pinpoint exactly what your customers want most – helping you act on insight, rather than instinct.
- Each response intelligently routed to the correct dataset to ensure full visibility
- Advanced text and sentiment analysis, powered by artificial intelligence
- Customized, personalized dashboards and reports tailored to specific roles
Ebook_
Getting started: 5 Steps to integrate digital into your CX efforts
With consumers living in a digital-first world, it's pivotal that successful CX programs have a strategy to not only listen and understand their digital experience, but to improve it as part of the end-to-end customer journey. Here are 5 steps to get you started on the process of building a customer-centric digital ecosystem.
Deliver change. Build loyalty at scale.
Close the loop with customer feedback management tools that handle the hard stuff for you. Automated process flows help your teams resolve issues as they arise, respond to feedback at lightning pace, and strengthen customer loyalty – with market-leading case management and ticketing capabilities.
- AI-powered personalized responses allow your teams to scale closed-loop follow-up
- Integrate with ticketing and your existing tech stack to ensure critical follow-ups don’t slip through the cracks
Pre-built survey templates to get started
Customer satisfaction (CSAT)
Evaluate how satisfied your customers are with your company and how they are treated when they buy from you
Customer service survey
Gain insights into the contact center experience, so you can achieve and maintain optimum levels of CX performance
Net promoter Score (NPS)
Measure customer loyalty and understand how your customers feel about you using one of the world’s best-recognized metrics
Online purchase feedback
Find out how well your online shopping experience performs against customer needs and expectations
Contact center quality management
Reimagine contact center quality management with conversational intelligence in the contact center
Website satisfaction
Find out how satisfied visitors are with your website’s design, usability and performance
How we are driving growth
How we are driving growth
Qualtrics helps us predict exactly how we need to help customers complete their purchases. Those insights are literally worth millions.
Web Analytics Manager
22%
Decrease in cart abandonment
Upgrade your programs with flexible, scalable plans
Upgrade your programs with flexible, scalable plans
Customer Survey FAQs
What is a customer survey?
A customer survey is a research tool used by businesses to collect feedback, opinions, and data from their customers. It typically consists of a series of survey questions designed to assess customer satisfaction, preferences, and experiences with products or services. The information collected helps companies understand their customers better, identify areas for improvement, and make informed decisions to enhance their offerings and overall customer experience. Surveys are crucial for maintaining customer relationships and driving business growth.
What types of customer surveys are there?
Customer surveys come in various forms, each designed to gather specific types of information. Common types include satisfaction surveys, which measure overall customer contentment; Net Promoter Score (NPS) surveys, assessing customer loyalty; product feedback surveys, focusing on specific offerings; market research surveys, exploring broader industry trends; and demographic surveys, collecting customer profile data. Other formats include post-purchase surveys, website usability surveys, and brand awareness surveys. Companies may also conduct employee surveys to gauge internal satisfaction and improve customer service indirectly. The choice of survey type depends on the organization’s goals and the insights they seek to obtain.
What can I measure with customer surveys?
Customer surveys are versatile tools that can measure a wide range of aspects related to customer experience and business performance. They can gauge customer satisfaction levels, loyalty, and likelihood to recommend (Net Promoter Score). Surveys can assess product or service quality, pricing perceptions, and brand reputation. They can measure customer needs, preferences, and purchasing behaviors, as well as evaluate the effectiveness of marketing campaigns and customer service interactions. Additionally, surveys can gather demographic information, track changes in customer sentiment over time, and identify areas for improvement in various business processes. Ultimately, customer surveys provide valuable insights to inform strategic decision-making and enhance overall business performance.
How do I create a customer survey?
To create a survey, start by defining clear objectives and identifying your target audience. Develop concise, relevant questions that align with your goals, using a mix of question types (e.g., multiple choice, rating scales, open-ended). Choose an appropriate distribution method, such as email, phone, in-person, or online platforms. Ensure the survey is mobile-friendly and easy to complete. Offer incentives to encourage participation and clearly communicate the survey’s purpose and estimated completion time. Test the survey before launch, then distribute it to your audience. Monitor survey responses, send reminders if necessary, and analyze the results to gain actionable insights for improving your business.
What does customer survey software do?
Customer survey software is a digital tool that enables businesses to create, distribute, and analyze surveys to gather feedback from their customers. It typically offers features like customizable questionnaire templates, multiple distribution channels (email, web, mobile), real-time data collection, automated reporting, and analytics tools to help companies understand and act on customer insights.
Why choose Qualtrics customer survey solution?
Qualtrics offers a comprehensive, user-friendly survey solution for creating, distributing, and analyzing customer surveys. It provides advanced features like AI-powered analytics, real-time reporting, and integration capabilities. With robust security measures and a wide range of question types, Qualtrics enables businesses to gather deep insights and make data-driven decisions efficiently.