What users are saying about
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325 Ratings
14 Ratings
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Score 8.9 out of 100

Qualtrics

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325 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

HubSpot Service Hub

It all depends on what business you're operating. You should also consider your needs, goals, and pain points when looking at [HubSpot] Service Hub. If you’re in need of a tool that will help you manage everything from start to finish, then yes HubSpot might be something to consider. It’s truly an all-in-one platform for everything and anything marketing, sales, and customer support, all in one place.
Max Safier | TrustRadius Reviewer

Qualtrics

I think Qualtrics CoreXM can be used in nearly every scenario. It is best suited for internal or external gathering of the voice of the customer through product/service satisfaction surveys, disenrollment surveys, net promoter scores, post-meeting satisfaction surveys, comparison surveys (conjoint studies), etc. It also works well as a knowledge-transfer assessment tool (for tests or quizzes). Also, as a way to capture registrations or RSVPs. It is not as well suited for managing an online community forum that relies on participants to see and react to comments/responses from other members of the online community (like social media). There are other products better suited for that use case.
Kevin Bone | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

HubSpot Service Hub
8.5
Qualtrics
Organize and prioritize service tickets
HubSpot Service Hub
8.6
Qualtrics
Expert directory
HubSpot Service Hub
7.8
Qualtrics
Subscription-based notifications
HubSpot Service Hub
8.2
Qualtrics
ITSM collaboration and documentation
HubSpot Service Hub
7.5
Qualtrics
Ticket creation and submission
HubSpot Service Hub
9.6
Qualtrics
Ticket response
HubSpot Service Hub
9.4
Qualtrics

Self Help Community

HubSpot Service Hub
8.4
Qualtrics
External knowledge base
HubSpot Service Hub
8.4
Qualtrics
Internal knowledge base
HubSpot Service Hub
8.4
Qualtrics

Multi-Channel Help

HubSpot Service Hub
8.0
Qualtrics
Customer portal
HubSpot Service Hub
8.9
Qualtrics
IVR
HubSpot Service Hub
7.0
Qualtrics
Social integration
HubSpot Service Hub
7.1
Qualtrics
Email support
HubSpot Service Hub
7.8
Qualtrics
Help Desk CRM integration
HubSpot Service Hub
9.4
Qualtrics

Survey Format & Appearance

HubSpot Service Hub
Qualtrics
8.2
Survey templates
HubSpot Service Hub
Qualtrics
8.4
Themes
HubSpot Service Hub
Qualtrics
7.7
Custom logo/branding
HubSpot Service Hub
Qualtrics
8.5

Survey Content

HubSpot Service Hub
Qualtrics
8.7
Changes to live survey
HubSpot Service Hub
Qualtrics
9.0
Question design help
HubSpot Service Hub
Qualtrics
8.1
Multiple question types
HubSpot Service Hub
Qualtrics
9.1

Survey Logic

HubSpot Service Hub
Qualtrics
8.7
Survey logic flexibility
HubSpot Service Hub
Qualtrics
8.7

Survey Reporting & Analytics

HubSpot Service Hub
Qualtrics
8.6
Response tracking
HubSpot Service Hub
Qualtrics
8.7
Data export
HubSpot Service Hub
Qualtrics
8.9
Standard reports
HubSpot Service Hub
Qualtrics
8.6
Custom reports
HubSpot Service Hub
Qualtrics
8.1
Analytics
HubSpot Service Hub
Qualtrics
8.6

Survey Administration & Security

HubSpot Service Hub
Qualtrics
8.7
Access controls
HubSpot Service Hub
Qualtrics
8.7
Compliance
HubSpot Service Hub
Qualtrics
8.7

Survey Distribution

HubSpot Service Hub
Qualtrics
8.6
Vendor-offered crowdsourcing
HubSpot Service Hub
Qualtrics
8.5
Respondent restrictions
HubSpot Service Hub
Qualtrics
8.7

Pros

HubSpot Service Hub

  • It makes it easier for us to keep track of customer awareness and review in one spot.
  • The great thing about how easy it is to use all of its fantastic tools.
  • The ability to check customer retention.
  • It's easy to track and measure the success of our organization's sales team.
  • This is a fantastic all-in-one customer success suite that includes ticketing.
Anonymous | TrustRadius Reviewer

Qualtrics

  • There are both personal and shared libraries for individual users and business teams.
  • Extremely intuitive user-interface that familiarizes users with the platform quickly.
  • One can save results to a wide variety of formats (CSV, SPSS, and more) for further data management
Joshua Melder | TrustRadius Reviewer

Cons

HubSpot Service Hub

  • Need to be able to customize and prioritize tiles when in deal view
  • Should have web forms and telescripts built into the program (templates)
Ed Romaine | TrustRadius Reviewer

Qualtrics

  • The collaborate feature can be clunky and sometimes we have to remove access and add a person back in for them to see the survey in their lists
  • We have a contract through our university and more than one person has created their account in the wrong place, causing some administrative headaches as that is fixed so that we can collaborate on surveys with them.
  • I wish it was easier to organize my surveys into folders, there should be a more efficient way to do that.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

HubSpot Service Hub

No score
No answers yet
No answers on this topic

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 | TrustRadius Reviewer

Usability

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Qualtrics

Qualtrics 8.9
Based on 19 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 | TrustRadius Reviewer

Support Rating

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Qualtrics

Qualtrics 8.6
Based on 31 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 | TrustRadius Reviewer

Online Training

HubSpot Service Hub

No score
No answers yet
No answers on this topic

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 | TrustRadius Reviewer

Implementation Rating

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Qualtrics

Qualtrics 9.0
Based on 2 answers
I like being able to easily integrate new colleagues by simply giving them a log in user name and password
Benjamin Sider | TrustRadius Reviewer

Alternatives Considered

HubSpot Service Hub

For the feature set we were looking for, particularly with an integrated customer 360 view and solid sales pipeline system to help our sales track new leads, HubSpot came out a lot cheaper than the alternatives and allowed the sales pipeline and support team to operate together within one cohesive system.
Anonymous | TrustRadius Reviewer

Qualtrics

]Qualtrics] CoreXM is great if you want something that is a little more [long] lasting and impactful than a simple survey engine, but aren't quite ready for something that is a long term sustainable program. I would put [Qualtrics] CoreXM squarely in the large, defined project phase. CX is more of the program phase, and other lessor vendors are great for the pre-project definition phase
Luke Ferrel | TrustRadius Reviewer

Return on Investment

HubSpot Service Hub

  • It has made our client interactions more streamlined with all info in one place.
  • Workflows, snippets, and email templates have helped automate processes we used to do one by one by hand.
Barbara Wiesner | TrustRadius Reviewer

Qualtrics

  • It can be hard to determine an exact ROI for Qualtrics; however, the data you can bring to the table when important decisions are being made is invaluable.
  • The most positive impact has been the ability to spend less time on reporting because the data is so accessible and easily shared.
  • The time to analyze raw text data is significantly less when you add Text iQ to your license.
Corinne Gibson | TrustRadius Reviewer

Screenshots

Pricing Details

HubSpot Service Hub

General

Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

HubSpot Service Hub Editions & Modules

Edition
Starter$50 ($45)1
Professional$400 ($360)1
EnterpriseStarting at $1,2002
  1. monthly (annually)
  2. per month
Additional Pricing Details

Qualtrics

General

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

Qualtrics Editions & Modules

Edition
Research Core 1$1,5001
  1. per user/per year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

HubSpot Service Hub
8.6
Qualtrics
8.6

Likelihood to Renew

HubSpot Service Hub
Qualtrics
9.4

Usability

HubSpot Service Hub
Qualtrics
8.9

Reliability and Availability

HubSpot Service Hub
Qualtrics
9.0

Performance

HubSpot Service Hub
Qualtrics
5.5

Support Rating

HubSpot Service Hub
Qualtrics
8.6

Online Training

HubSpot Service Hub
Qualtrics
8.0

Implementation Rating

HubSpot Service Hub
Qualtrics
9.0

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