What users are saying about
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Top Rated
361 Ratings
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Top Rated
275 Ratings

Gainsight

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Top Rated
361 Ratings
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Score 8.4 out of 101

Qualtrics

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Top Rated
275 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 out of 101

Likelihood to Recommend

Gainsight

Gainsight is great if there are multiple data sources that aren't easily viewed in a combined way or if users do not have access to all these data sources. Gainsight provides a way to get this information into one area that is easy to view by anyone that is involved with the account. It also allows for data back to other systems like Salesforce which is important for contributors that may not be in Customer Success. Gainsight is helpful for automation as well as building scenarios with a specific goal in mind - all of which helps with scaling across segments.In other areas, Gainsight can be harder for users to adopt if they are used to different workflows like working from support cases or direct email. It also doesn't have much machine learning that would increase the ability to automate workflows. If your product isn't true SaaS you can't make as much use of some of the areas of Gainsight that work well with usage data. Gainsight is also good for workflows that produce an output - an email, a survey, etc. - but not as good with taking inputs from customers.
John Applebaugh profile photo

Qualtrics

Qualtrics is extremely well-suited for engaging with the wide user-base of your target platform. As a member of a team that provides on-site visits and 'discovery' engagements, Qualtrics helps our team come prepared for on-site visits. Furthermore, follow-up surveys enable our team to be nimble, ask the right questions, and submit additional surveys after our initial engagement. Qualtrics is a fantastic tool for engaging with both internal and external teams with the goal of understanding employee workflows, perceptions, and areas of growth. One can tailor surveys for a specific need and then share out to the client's preferred medium (desktop or mobile). This means that survey respondents will need to have both access and a small technological proficiency in order to successfully complete surveys - however, this is nearly a basic requirement for most administrative jobs today.
Joshua Melder profile photo

Feature Rating Comparison

Security

Gainsight
7.9
Qualtrics
Role-based user permissions
Gainsight
7.9
Qualtrics

Platform & Infrastructure

Gainsight
8.0
Qualtrics
API
Gainsight
8.0
Qualtrics
Integration with Salesforce.com
Gainsight
9.1
Qualtrics
Integration with Marketo
Gainsight
7.6
Qualtrics
Integration with Eloqua
Gainsight
7.2
Qualtrics

Customer Data Extraction / Integration

Gainsight
8.4
Qualtrics
Product usage
Gainsight
8.7
Qualtrics
Help desk / support tickets
Gainsight
8.2
Qualtrics

Customer Success Management

Gainsight
8.7
Qualtrics
NPS surveys
Gainsight
9.3
Qualtrics
Sponsor tracking
Gainsight
7.7
Qualtrics
Customer profiles
Gainsight
9.2
Qualtrics
Automated workflow
Gainsight
8.3
Qualtrics
Internal collaboration
Gainsight
8.2
Qualtrics
Customer health scoring
Gainsight
9.3
Qualtrics
Customer segmentation
Gainsight
9.0
Qualtrics

CSM Reporting & Analytics

Gainsight
8.8
Qualtrics
Customer health trends
Gainsight
9.1
Qualtrics
Engagement analytics
Gainsight
8.7
Qualtrics
Revenue forecasting
Gainsight
8.6
Qualtrics
Dashboards
Gainsight
8.7
Qualtrics

Survey Format & Appearance

Gainsight
Qualtrics
8.7
Survey templates
Gainsight
Qualtrics
8.9
Themes
Gainsight
Qualtrics
8.5
Custom logo/branding
Gainsight
Qualtrics
8.7

Survey Content

Gainsight
Qualtrics
8.7
Changes to live survey
Gainsight
Qualtrics
8.9
Question design help
Gainsight
Qualtrics
8.3
Multiple question types
Gainsight
Qualtrics
8.8

Survey Logic

Gainsight
Qualtrics
8.0
Survey logic flexibility
Gainsight
Qualtrics
8.0

Survey Reporting & Analytics

Gainsight
Qualtrics
7.9
Response tracking
Gainsight
Qualtrics
8.7
Data export
Gainsight
Qualtrics
8.5
Standard reports
Gainsight
Qualtrics
8.1
Custom reports
Gainsight
Qualtrics
8.1
Analytics
Gainsight
Qualtrics
6.2

Survey Administration & Security

Gainsight
Qualtrics
8.8
Access controls
Gainsight
Qualtrics
9.1
Compliance
Gainsight
Qualtrics
8.4

Survey Distribution

Gainsight
Qualtrics
8.1
Vendor-offered crowdsourcing
Gainsight
Qualtrics
8.3
Respondent restrictions
Gainsight
Qualtrics
7.8

Pros

Gainsight

  • Customer health score, which basically models how well your customers understand, and drive value, from your product.
  • CTAs, which you can trigger to your CS team in order to help them proactively reach out.
  • MDA, which flattens your objects across Salesforce, Marketo, Mixpanel....etc and let's you create rules (or flows) to trigger different events and field updates.
✔Robert Riegel profile photo

Qualtrics

  • Qualtrics offers a wide range of question formats. This feature allows for uniquely styled questions that keep a students interest.
  • Qualtrics is very useful for sending out surveys on a particular schedule at a good time to not overload our campus IT system. The reminder feature is great in that I can set up all four reminders for the entire survey when I set up the survey.
  • I most value the immediate support when I run into a problem. A problem stops my work in its tracks. It is very important that I get the issue resolved quickly so I can get on with my work.
Katharine Mason profile photo

Cons

Gainsight

  • Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
  • CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.
Mark Peterson profile photo

Qualtrics

  • Qualtrics has been working to add more programs to its product line, but I am not sure yet how helpful the new lines are. It seems like they are trying to make it to where the entire company will use different platforms based on the type of feedback they need.
  • The Qualtrics insights summit is a really great way to network with all different types of researchers. I just wish they would focus more on research and less on having big-name celebrities speak.
  • Qualtrics support could use some work. It can be difficult to find help in the community. I almost always have to reach out to someone on the online chat or via email to get help.
Corinne Gibson profile photo

Likelihood to Renew

Gainsight

Gainsight 8.3
Based on 14 answers
Great tool and we've spent a lot of time getting it up and running. Unless something else comes a long that does a similar function for less money we will consider jumping cause we are always looking to save budget where we can. Till then I think we are satisfied with Gainsight at the moment.
Vinny Poliseno profile photo

Qualtrics

Qualtrics 9.4
Based on 41 answers
I was impressed a couple years ago when two heads of market research at Fortune 500 companies told me about them, and I've been even more impressed with the advancements I've seen in the last year. I like where the company is headed, and I look forward to using them again in a future role.
Ben Lawder profile photo

Usability

Gainsight

Gainsight 7.4
Based on 11 answers
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
Ben Michael profile photo

Qualtrics

Qualtrics 8.6
Based on 10 answers
All the menus are very user friendly and intuitive. I can always find exactly what I'm looking for and can change anything I need to with ease. All the elements of the survey are adjustable with very little effort and without confusion.
Brian Harris profile photo

Performance

Gainsight

Gainsight 6.4
Based on 1 answer
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
Greg Haugen profile photo

Qualtrics

Qualtrics 5.5
Based on 1 answer
No answer on this topic is available.

Support

Gainsight

Gainsight 8.5
Based on 114 answers
The support team is wonderful! They are very responsive to questions and never just send you a link to a support article. They also have AMAZING documentation! They keep it current throughout all the iterations and changes and do a great job having content created before you know you need it. Did I mention that when needed, they take actual videos of the solution so you can mimic it in your environment? I've worked with many of the support team and have never been anything but impressed with each one of them.
Jen Loop profile photo

Qualtrics

Qualtrics 10.0
Based on 11 answers
Whenever we have had an issue with trying to figure out how to do something (even though the documentation is incredibly well put together) we have asked Qualtrics support and have always received our answer nearly immediately (I think in maybe 10 times, only once did a support person need to call us back). Qualtrics support is dedicated to solving customer issues right, and in the first contact, if at all possible
D. SKye Hodges profile photo

Online Training

Gainsight

Gainsight 5.5
Based on 2 answers
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
Greg Haugen profile photo

Qualtrics

Qualtrics 8.0
Based on 2 answers
I still use it. It does everything you need an online survey to do. From heat mapping to complex skip logic and display logic. I use it weekly and it never disappoints
Michael Climek profile photo

Implementation

Gainsight

Gainsight 7.0
Based on 6 answers
Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to do...so be thoughtful about what you are building.Start simple. Validate and adjust for continuous improvement.Think about your data needs early on. Define and document your processes for easy onboarding of new team members.
Beth Power, MBA, CSM, SA profile photo

Qualtrics

Qualtrics 9.0
Based on 1 answer
I like being able to easily integrate new colleagues by simply giving them a log in user name and password
Benjamin Sider profile photo

Alternatives Considered

Gainsight

After reviewing manual processes and other industry solutions along with our needs for integration and a Salesforce friendly solution, Gainsight was selected based on the breadth of product capabilities and the team of resources we would be partnering with. While there are other possible solutions, Gainsight has worked very well for our objectives
Carlos Gonzalez profile photo

Qualtrics

I would say Qualtrics is far superior in terms of functionality and ease of use but is far inferior in terms of price. Since this technology is easily imitable, I wouldn't be surprised if there are other solutions (such as SurveyGizmo) which are more economical but offer the same solution.
Daniel Simonet profile photo

Return on Investment

Gainsight

  • So far, our primary outcome has really been improving employee efficiency. We have gone through a pretty major reorganization of our customer success team and are pushing our CSMs to support more customers than ever. Gainsight has been an essential tool to allow them to support more customers without losing the high level of support our customers have come to expect. Many of our CSMs went from supporting 40-45 customers to now supporting 60+ with minimal effort.
Katie Baker profile photo

Qualtrics

  • It's hard to quantify the impact because of the nature of the work we do in a university. One thing I can say is that it has been a far better replacement for the technology that was previously offered through the specialized survey administration center of the university.
  • It reduces the time one needs to prepare a questionnaire, which translates to monetary savings.
Asif Mehedi profile photo

Pricing Details

Gainsight

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Qualtrics

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

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