From passive listening to proactive action
Create customer experiences that drive loyalty and spend by understanding what drives customer satisfaction at every touchpoint. Combine surveys, real-time customer feedback, and digital behavior to capture every customer interaction. AI-powered Qualtrics Assist for CX, reveals the insights that matter most, while Qualtrics Experience Agents close the loop at scale through automated actioning.
The world's
best brands
choose
Qualtrics
Today’s reality
Data overload and integration challenges
Siloed data sets, low data quality, and multi-channel journeys are making it harder than ever to get a quick, clear picture of the customer experience that can be actioned on
Rapidly changing consumer behavior
Challenging to retain customers and can’t seem to put our finger on why—what are we missing that our customers want or need?
Failure to close the loop
Without an automated way to act on feedback, customer issues often fall through the cracks. This leads to frustrated customers, increased churn, and a failure to turn valuable insights into tangible business results
With Qualtrics
Voice of the Customer
you can
- End customer experience blind spots— combine surveys, digital analytics, and real-time feedback to see every interaction that impacts customer satisfaction
- Turn overwhelming data into clear priorities— let Qualtrics Assist analyze millions of signals to surface the insights that drive business outcomes
- Scale personalized customer recovery— use behavioral triggers and AI-powered automation to reach every at-risk customer with relevant, timely interventions
- Prove the ROI of experience improvements— quantify how digital friction impacts revenue and track the business value of your CX investments
Complete customer listening across every touchpoint
Traditional surveys only tell part of the story. Qualtrics combines expert-designed research with digital behavior analytics and real-time feedback, giving you the complete picture to intervene before issues become churn.
- Expert-designed surveys — Access 50+ pre-built templates with AI-powered adaptive follow-ups for high-quality feedback
- Digital experience analytics — Monitor customer interactions through session replays, heatmaps, and frustration signal detection
- Real-time feedback intercepts — Capture customer sentiment at critical moments using intelligent targeting and behavioral triggers
- Unified insights platform — Combine survey responses, digital behavior, and real-time feedback into one complete story
Act on insight, not instinct
Transform data into strategic intelligence with advanced analytics that predict risks and prioritize high-impact actions for customer loyalty and growth.
- Predictive risk detection — Spot customer satisfaction risks and emerging issues before they impact your business
- Automated text analysis — Categorize and quantify themes from thousands of open-ended responses using AI insights
- Digital friction impact — Measure how website and app issues directly affect conversion rates and revenue
- Smart prioritization — Get data-driven recommendations on which experience improvements deliver the highest ROI
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.
The difference between good insights and great business results is action. Transform customer intelligence into loyalty-driving outcomes through automated personalization and scalable recovery efforts.
- Automated issue routing and escalation — Categorize feedback and escalate critical issues based on sentiment and urgency
- Behavioral targeting and personalization — Deploy tailored interventions based on customer actions and digital behavior patterns
- Intelligent customer recovery workflows — Deploy personalized interventions for at-risk customers using predictive churn indicators
- Real-time alert system — Get instant notifications when satisfaction drops or critical feedback requires attention
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
Voice of the Customer (VoC) software FAQs
What is Qualtrics Voice of the Customer (VoC) software?
Qualtrics Voice of the Customer software is a comprehensive offering that combines customer surveys, digital experience analytics, and real-time feedback tools to provide a complete view of customer interactions across all touchpoints. It helps businesses understand not just what customers say through surveys, but also what they do through digital behavior tracking, enabling data-driven decisions that improve customer satisfaction and drive business growth.
How does Qualtrics Voice of the Customer work differently than traditional approaches?
Traditional approaches create data silos—separate tools for surveys, web analytics, and feedback management that never connect. Qualtrics VoC platform breaks down these silos by integrating all customer signals into unified customer profiles. You get behavioral data (what customers do), attitudinal data (what they think), and predictive intelligence (what they're likely to do next), all analyzed by AI and actioned through automated workflows in one cohesive system.
What business capabilities does Qualtrics VoC enable?
The platform enables end-to-end customer experience management— comprehensive listening across all touchpoints, AI-powered analysis that connects dots across data sources, predictive intelligence that identifies risks and opportunities before they impact business, automated customer recovery and personalization at scale, and ROI measurement that quantifies the business impact of experience improvements. It's designed to transform how organizations understand, predict, and influence customer behavior.
What types of customer intelligence can the platform capture and analyze?
The platform captures the full spectrum of customer intelligence: structured feedback through expert-designed surveys (NPS, CSAT, product feedback), behavioral intelligence via digital analytics (e.g., clicks, cart abandonment frustration signals), real-time sentiment through targeted intercepts, predictive signals using AI pattern recognition, and operational context by integrating with your existing business systems.
How does AI enhance Qualtrics customer experience insights?
Qualtrics Assist for CX uses AI to automatically analyze millions of customer signals, categorize themes from open-ended responses, predict satisfaction risks, and surface actionable insights from your data. This means you can quickly understand patterns across survey responses, digital behavior, and feedback without manual analysis, enabling faster decision-making and intervention. Qualtrics Agents function as your AI workforce, automatically executing customer recovery workflows, personalizing interventions, and closing feedback loops at scale. Together, they transform the platform from a data collection tool into an intelligent customer experience engine.
What is digital experience analytics and why do I need it?
Digital experience analytics (DXA) tracks how customers interact with your websites and mobile apps through tools like heatmaps, session replay, conversion funnel analysis, and frustration signal detection. When combined with survey feedback, it provides the complete picture of your customer experience—showing you not only what customers think but exactly how they behave on your digital properties, and where they encounter friction— enabling you to optimize experiences that drive conversions and reduce churn.
How does Qualtrics integrate with my existing tech stack?
Qualtrics offers native integrations with CRM platforms, support tools, marketing automation systems, and analytics platforms. This ensures your customer intelligence flows seamlessly into existing workflows and that insights from surveys and digital analytics can trigger actions in the systems your teams already use.
What makes Qualtrics different from other voice of the customer solutions?
Qualtrics is the only platform that combines expert-designed surveys, comprehensive digital analytics, real-time feedback collection, and AI-powered automation in a single solution. With Qualtrics Assist for CX providing intelligent analysis and Qualtrics Agents enabling automated customer recovery, you get both insights and action in one integrated platform—eliminating data silos and ensuring every customer interaction drives meaningful business outcomes.
What makes this a platform rather than just another survey tool?
A platform approach means integrated capabilities that amplify each other's value. Survey insights trigger digital behavior analysis. Digital friction signals prompt targeted feedback collection. AI analysis identifies intervention opportunities. Automated agents execute recovery workflows. Success metrics feed back into predictive models. Each component strengthens the others, creating compound value that isolated tools cannot deliver.
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