Online Survey Software for CX Management | Qualtrics

Qualtrics for Customer Experience

Optimize every moment along the customer journey

“Qualtrics is an innovative, end-to-end solution for world-class customer satisfaction.” - JetBlue

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Qualtrics Customer Experience is the world’s most agile platform, making it easy for companies to monitor and improve every key moment along the customer journey. Uncover areas of opportunity, automate actions, and drive critical organizational outcomes.

Outcomes we deliver

  • Optimizing customer acquisition
  • Improving customer retention and loyalty
  • Reducing cost to serve
  • Increasing customer share of wallet
  • Build brand awareness and equity

Drive customer centricity across your organization

You need more than reactive feedback. Consumer preferences are changing faster than ever and competing products emerge daily. Qualtrics CX gives you real-time, actionable, customer intelligence accessible at every level of the organization - from executives to frontline.

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Executives

Improve financial outcomes and decision-making
  • Singular view of customer metrics and operational performance by business line, location, and customer type
  • Key driver analysis to immediately identify root cause
  • Progress vs. benchmark and trend
  • Operational and performance metric integration
executive
executive

    Digital

    Drive online and mobile satisfaction and conversion
  • Page-level and website feedback to understand conversion barriers and reported satisfaction
  • Generate leads and capture contact details
  • Targeted content, promotion, and experience delivery based on visitor profile and behavior
  • Seamless integration with analytics platforms
  • No required vendor or IT interaction to design, launch, or modify solutions

    Services

    Drive customer satisfaction and team improvement with real-time customer insights
  • Management scorecards with customer satisfaction by team and associate vs. benchmark
  • Key driver analysis to understand how you score in relation to what customers care most about
  • Text analytics to understand key themes
  • Individual-level dashboards with account-level metrics, progress vs. trend, and automated alerts
executive

A solution for every need

Voice of the Customer

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

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Transactional & Relational NPS®

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

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Employee Engagement

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

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A/B Testing & Experiments

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

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Digital Experience Delivery

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

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Ad-Hoc Market Research Studies

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

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Web/Mobile Engagement & Satisfaction

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

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Customer Effort Scoring

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

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Call Center Process Enablement

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

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Qualtrics’ Flexible Service Model

We know that sometimes you need someone else to manage a project so you can allocate energy to other initiatives. Other times, you need the flexibility and agility to manage the details yourself. Our offering gives you the freedom and power to dial up or dial back the services at any time during the program.

Client Success

Dedicated client success managers help you realize value from our technology. From training and best practice sharing to solution consulting, we can ensure you are always on track.

Implementation

You won’t have to do it alone—our experienced implementation staff can help you get your program up and running and ensure full operational integration.

Client Engineering

Our client engineering team can build any solution you can imagine, including HRIS or ATS integrations, historical data imports, custom widgets, and more.

Online Tutorials

Get answers to every question with detailed, self-guided videos and content designed to help you become an expert quickly.

24/7 On-Call Support

Need to talk to a human? Call anytime day or night and a product specialist will answer. We’ll ensure you and your organization are never blocked.

Consulting

Need expert help with program design, complex surveys, best practices, or results training? Our team of survey scientists and market research subject matter experts have the end-to-end expertise to deliver.

Improving the Customer Experience for more than 8,500 brands

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"The intuitive platform with integrated analytics has helped our company reduce customer insights reporting time by 50%, enabling faster reactions to feedback and resulting in a 15% increase in acquisitions and millions in incremental revenues."
 
"With Qualtrics, NPS has risen every year, and closing the loop is now seamless."
 

Welcome to the experience management platform

Four applications to manage the four key experiences of business

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®

customer ExperienceTM

Turn customers into fanatics. Delight customers at every touchpoint. Monitor, respond and improve every interaction along the customer journey.

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employee ExperienceTM

Turn employees into ambassadors. Drive employee excellence by measuring and optimizing every stage of the employee lifecycle.

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brand ExperienceTM

Turn brands into religions. Increase brand equity, test and improve advertising, and identify your essential brand drivers.

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product ExperienceTM

Turn your products into healthy obsessions. Uncover product needs, prioritize features, and predict market trends.

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®

Research CoreTM

This is sophisticated research made simple.
From surveys to insights to action.

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