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XM for Employee Experience product definitions and terms

(formerly XM for People Teams)

All capitalized terms not defined herein have the meanings given to them in the governing terms agreed between Qualtrics and Customer. Qualtrics may modify these definitions at any time by posting a revised version on this website ( or otherwise providing notice to Customer. By continuing to use the Cloud Service after the effective date of any modifications to these product definitions, Customer agrees to be bound by the modified terms. Only the definitions and terms related to Customer’s specific purchase will apply to Customer. These use case terms (except for Continuous Employee Listening) should be read in conjunction with the ‘Employee’ usage metric defined at

XM for Employee Experience SKUs

  1. People Engage
    This SKU includes the following Cloud Services:
    1. Engagement + Pulse: This Cloud Service permits Customer to conduct unlimited employee engagement or pulse survey of Customer’s Employees per annual subscription period.
    2. Employee Research: This Cloud Service permits Customer to conduct unlimited basic, ad hoc surveys of Customer’s Employees per annual subscription period.
    3. Manager Assist: This Cloud Service permits unlimited Customer access of Manager Assist to view and act on employee experience insights.
  2. People Lifecycle
    This SKU includes the following Cloud Services:
    1. Employee Lifecycle: This Cloud Service permits Customer to conduct unlimited surveys of Customer’s Employees’ experiences at different employee milestones (e.g. onboarding, promotion, return from leave, exit).
    2. Candidate Experience: This Cloud Service permits Customer to conduct unlimited surveys of all candidates for open positions within Customer’s organization. Notwithstanding that internal and external candidates can be surveyed, this Cloud Service is priced on the number of Employees.
    Customers who purchase People Lifecycle also have the option of purchasing 360 Development as an optional add-on:
    1. 360 Development: This Cloud Service permits Customer to conduct unlimited 360 feedback surveys of Customer’s target employees (“Subjects”) per annual subscription period. A 360 Feedback survey permits Customer to survey multiple individuals within Customer’s organization, including the Subject, on the topic of the Subject’s employment performance. Notwithstanding that Subjects can be surveyed, this Cloud Service is priced on the number of Employees.
  3. Employee Experience Suite
    This SKU includes both People Engage and People Lifecycle, as well as the following:
    1. Continuous Employee Listening (additional product terms set out below):This Cloud Service permits Customer to process unstructured sets of data related to Customer’s Employees, measured in Interactions. Customer is entitled to 10 Interactions for every Employee purchased under the Employee Experience Suite. For example, if Customer has purchased 10,000 Employees for the Employee Experience Suite, Customer is entitled to 100,000 Interactions to be used in Continuous Employee Listening. Customer is able to purchase additional Interactions above those allocated above.
    2. CrossXM Analytics: This Cloud Service permits Customer to bring together employee and customer experience data. Customer must purchase a Customer Frontline SKU in addition to Employee Experience Suite to use CrossXM Analytics.

Continuous Employee Listening* – Product specific terms

The following terms apply when the Customer accesses the ‘Continuous Employee Listening’ functionality within the Employee Experience Suite Cloud Services. For the purposes of these terms, the Cloud Services shall strictly mean such ‘Continuous Employee Listening’ functionality within XM for People Analytics.

  • Interaction Types

    Each of the following Interaction types will consume one Interaction when ingested into Continuous Employee Listening:

    1. Survey Response: See the definition of a Response under
    2. Email: An email thread between internal employees (including all responses from recipients) over a one (1) month period, commencing when the first email in the thread is sent.
    3. Chat: 15 chats, regardless of the message type. This includes web chat, in-app chats, instant messages, direct messages, and posts and/or responses in large public community channels.
    4. Tickets: Written feedback responses from individual employees to any internal service desk process such as HR or IT.
    5. Online Review: A single public review thread left by an individual on an online review site. The list of online review sites is available on request.
    6. Voice: A voice call by an employee into HR, IT or other internal service desk, being either a:
      1. Call Transcript
        Customer provided transcript of a telephone call or voicemail; or
      2. Recorded Voice Mail/Call audio file
        Customer provided call recording, with a length of up to 120 minutes, that is captured from a voicemail system or from an IVR/Voice Survey.
    An Email or Online Review thread will consume a single Interaction irrespective of how many employees are involved in the thread and will not consume any additional Interactions as a result of adding additional employees to that thread or message during the listed time period.

  • Fair use limits

    1. The total number of Interactions that may be loaded by the Customer into the Cloud Service in any single calendar month must be no more than 1/6th of the total number of Interactions purchased by the Customer in any annual Subscription Term (“Loading Limit”).
    2. Use of Continuous Employee Listening is provided on an unlimited user basis. Notwithstanding this, each customer will be entitled to a default of 10,000 concurrent users accessing the Cloud Services at any given time (“Concurrent User Limit”). If additional concurrent users are required, please contact your sales representative. Qualtrics reserves the right to enforce the Concurrent User Limit strictly for the purposes of ensuring reliable performance of, and reducing harm to, the Cloud Services.
    3. Use of the Cloud Services involves processing unstructured data using machine learning models that generate predictions based on patterns in data. Such predictions are probabilistic and should be evaluated by an Authorized User for accuracy as appropriate for your use case, including by employing human review of such output. As a result, Customer is solely responsible for all decisions made, advice given, actions taken, and failures to take action resulting from its Authorized User’s use of the Cloud Services. Such generated outputs generated using the Cloud Services are considered Customer Data.

  • Historical interactions*

    1. Each Customer purchasing Employee Experience Suite is entitled to, at the commencement of the first year of its initial Subscription Term, and upon purchasing the necessary Professional Services, import into the Cloud Service, Interactions (of the same Interaction Type that is included in that Cloud Service) that pre-exist the Customer’s purchase of the Cloud Service (“Historical Interactions”), up to the annual number of Interactions purchased in the initial year of the Order Form (“Storage Limit”). The uploading of Historical Interactions will not count against the Storage Limit or the Loading Limit.
    2. If the necessary Professional Services are not purchased in the initial Order Form for the purchase of Employee Experience Suite, the uploading of Historical Interactions will consume the Customer’s purchased Interactions and count against the Storage Limit and the Loading Limit.
    3. However, once the Storage Limit is reached, Qualtrics reserves the right to automatically begin deleting Historical Interactions from the Cloud Services starting with the oldest interactions first (measured by the date such record was generated, not the date that it was loaded to the Cloud Services) so that the number of Interactions stored in the Platform at any one time does not exceed the Storage Limit. Interactions in excess of the Storage Limit will not be stored by Qualtrics unless Customer purchases additional Interactions.
    4. The Storage Limit will also apply across the Subscription Term (which may be multiple years in duration), rather than each individual annual period having its own Storage Limit.
    5. Subject to Qualtrics’ written approval, Customers may upload a number of historical Online Reviews as Historical Interactions that are not subject to the Storage Limit.

  • Capacity

    The total number of Interactions stored in the Cloud Service, which includes Survey Responses, Emails, Direct Messages, Forum Messages, Tickets, External Online Reviews, and/or Voice Calls, at any one time shall not exceed the Storage Limit (as defined above). The processing of such Interactions in excess of the Storage Limit will automatically begin to delete such Interactions from the Cloud Services starting with the oldest Interactions first (measured by the date such record was generated, not the date that it was loaded to the Cloud Services). To ensure that both old Interactions and new Interactions remain stored in the Cloud Service, Customer will need to purchase additional Interaction capacity.

  • Included Training

    Each purchase of the Cloud Services includes unlimited seats for Authorized Users in public, virtual training sessions which includes access to standard training materials in pdf format. Registration can be accessed via the Qualtrics public website. Courses subject to availability.

  • Data Exports*

    The features Export API and Outbound Connectors (hereby collectively referred as “Data Exports”) are intended for the purpose of allowing the Customer to export Interactions in bulk subject to Customer’s purchased Usage Metrics. Customer may export its total number of Interactions no more than once per month. Data Exports is designed to allow external software systems to communicate commands to, and exchange data with, certain functionality of the Cloud Services and thereby enable the display and reporting of data processed by the Cloud Services by Customer’s own proprietary or third party software products or systems (collectively, “Third-Party Reporting Software”). Notwithstanding the purchase of the Data Exports usage rights, Qualtrics does not provide any warranty, and Customer agrees that Qualtrics shall have no liability (i) for any non-Qualtrics products or services including, without limitation, any Third-Party Reporting Software that Customer uses with the Data Exports, or (ii) to the Third-Party Reporting Software provider or any other third-party associated with the Customer’s combination of the use of the Cloud Services with any Third-Party Reporting Software. Furthermore, the Customer acknowledges and agrees that it is Customer’s (and not Qualtrics’) responsibility to obtain any licenses, consents and/or other permissions from applicable third parties as necessary for Customer’s export and use of Customer Data through the Data Exports and any use of Third-Party Reporting Software with the Cloud Services.

  • Website Monitoring*

    Annual subscription to use data monitoring and content retrieval tools to access and retrieve Third Party Content from Customer’s selected website(s) up to Customer’s purchased Interactions capacity purchased under an Order Form. Site(s) and frequency of content delivery must be chosen and outlined in an accompanying Order Form prior to Qualtrics’ configuration and except as noted below cannot be changed unless mutually agreed in writing. As between the Parties, Customer alone is responsible for (i) selection of all site(s) from which Third Party Content will be retrieved and (ii) ensuring all Third Party Content is used in accordance with any third party rights in such content. Further, Customer acknowledges that access to any Third Party Content is controlled by the owners of those sites and can be suspended or terminated at such owners’ discretion. Qualtrics reserves the right to suspend or terminate any site monitored at any time (and to substitute an equal value site, if reasonably available) in the event of suspension or termination of monitoring or retrieval activities by the owner that is not promptly resolved. While Qualtrics will use commercially reasonable efforts to provide the Website Monitoring services described herein, these services shall not be deemed Cloud Service offerings for the purposes of the SLA.

    For the purposes of Website Monitoring, “Third Party Content” means all data, social media content, posts, blogs, surveys, ratings, reviews, feedback or any other information collected or otherwise obtained from any website by Customer using the automated tools within the Cloud Services, including without limitation, Facebook, Twitter and LinkedIn.

    * Purchase of additional Professional Services from Qualtrics may be required for the configuration of these products features.