Adobe Customer Journey Analytics vs. QuestionPro

It is well-suited when we are running a digital campaign, we are able to take the standard campaign metrics (impressions, CTR, etc.) and break them out by specific brands, device type, campaign variation, etc. It allows us to break down into the granular specifics of where we should iterate the campaign and make improvements/adjustments.

Incentivized

I would recommend it for VERY simple projects. For anything that requires extensive programming, it's probably better to have a professional survey programmer develop the code rather than the research manager or director. Otherwise, it's an easy to use and intuitive program. It's also a good option if pricing is a concern.

• Customer journey analytics can be used to analyse data from a range of data sources and the data can be visualised, filtered etc. by users.
• It also allows users to handle custom data to handle their specific needs and the data can be catered as per users need its like your own customised platform.
• The best part is the integration users can connect this to various other platforms with one ID. This helps the user with easier usage and less hassle as everything is kind off a click away.

Incentivized

• Once you have designed a survey it is easy to send out to respondents and administer.
• QuestionPro offers a wide range of question types and sophisticated options such as randomization of responses and logic trees.
• QuestionPro generates basic charts that are decent for visual inspection of results of survey.
• Earlier versions of the user interface were intuitive and easy to use.

• Helps improve browser performance by ensuring the tagging framework is not blocking page rendering.
• Provides seamless integration strategies for frameworks and patterns across various frontend and backend stacks.
• Provide a scalable API structure that helps integration across apps and downstream systems.

Incentivized

• I would like the unique key generated for the respondents to be random and not follow a sequential number. We have bypassed this, but it needs additional effort and time.
• There is an option for the "finish page" which is a report that summarises the survey that has just been completed for the respondent has been in "beta" for a long time!
• Some of the advanced report options are only available online and would be useful to be able to download in different formats as are the more standard/simple filtered reports.

I’d rate the likelihood of renewing Adobe Customer Journey Analytics at 7 out of 10. The platform clearly adds value by giving us a unified, customer‑centric view across digital, sales, loyalty, and operational data, and the teams that use it daily rely on those insights to drive revenue and improve journeys. However, the rating isn’t higher because we’re still struggling to fully implement the tool due to limited in‑house technical expertise, especially around data modelling and stitching. Until we close that skills gap and unlock the platform’s full capabilities, the renewal decision remains positive but not guaranteed at the highest level.

Incentivized

It's a fine product, but it's also a very competitive field, so it wouldn't take much to knock QuestionPro from top tier status. I would like to see more functionality in all programs, so whichever program does that first is likely to get my money in the next round of budgeting.

The tool is very user friendly and easy to navigate. It is easy for new users to onboard quickly and begin pulling data to create reports. The ease of use means that it takes less time to build out reporting, and with the data being available within hours of it happening on the website, the time to insights is greatly reduced.

Incentivized

QuestionPro is very easy to use. There are lots of question types and drag and drop functionality. There are lots of ways that make the platform easy to use

For the most part, CJA is available. There are instances where the product is experiencing an outage but I haven't found this to be super frequent to the point where it really impedes my work

Incentivized

Adobe Customer Journey Analytics does really well running reports. As data or date ranges get bigger, it sometimes has issues running. When there are a lot of freeform tables used, it takes a long time for data to load. There are time where Adobe Customer Journey Analytics is down during work hours, which makes it hard to do work in the workspace.

Incentivized

Good enough tools and offline support. We had a model of "hypercare" that was mostly good, sometimes not good. But that was more personality/people based, rather than established processes. Overall the support was timely and effective

Incentivized

They offer email, chat, and phone support. I have used the chat support several times. Response time was fast, but the rep did not always have the answer. Inquiries are answered quickly and thoroughly.

Should be staged differently. It should be Do online stuff, get basic skills/qual. Then do "homework" type tasking, then come to class with an instructor. We got the traditional "start from 0, then step 1, then step 2..." training. This usually saps energy/focus. All training should be like a lab/practice session. If someone needs information or basic knowledge ... put it in a elearning, FAQ, job aid, or resource page.

Incentivized

Should have more of this for the 101-level stuff. No one needs a Zoom class covering the basics. I need a "guide on the side" when I'm learning new stuff. I want support while I practice.

Incentivized

Get trained up early, get your people in it and using/testing it.

Incentivized

Try every feature and test take your surveys multiple times, running through different scenarios.

Our organization selected Adobe Customer Journey Analytics because of its data privacy and other related attributes, as well as its integration with the AEP. I think overall, the tool is much more robust and usable. However, because there are limited out of the box views and dashboards available, it is only useful if there is a good internal roll out of the tool with significant support and training.

Incentivized

QuestionPro greatly exceeds Google and Microsoft in analytics and data presentation. The ability to filter responses and automatically update statistical evaluation is unrivaled, as the other software primarily export data as CSV or Excel files. Google and QuestionPro are both easier to navigate than OneDrive’s Forms features. QuestionPro’s visual appeal falls short of Google, but it remains comparable with OneDrive.

Incentivized

You have the ability to create 'user groups' with different levels of access in CJA. We helped set this up for a large organiztion where they had marketers, executives, devs and analysts all having different levels of access to use CJA but with the appropriate guardrails in place for each user group. It worked out really well for their organization.

Incentivized

• As a consultant specializing in implementation, this has been very good for my business objectives.
• My clients have found it very useful, as long as they receive training and support on how to use it. I have worked at organizations where it is not properly utilized because people are "afraid" to learn it.
• It has delivered key insights for organizations, leading to improvements in their site design and conversion funnel.

Incentivized

• Since we're a major research university, we don't really look at ROI as comanpanies do. However, when we switched from using Qualtrics, our five year contract with QuestionPro saved us over $900,000.
• The only negative impact was that it takes time and effort to move to any new tool.