What users are saying about
Top Rated
47 Ratings
335 Ratings
Top Rated
47 Ratings
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Score 8 out of 100
335 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Likelihood to Recommend

Kustomer

Kustomer is great for small and large teams. It has the flexibility to create routing and queues for additional segmentation of workflow, which is great for splitting the workload among reps. If you have a lot of systems that your reps need to use, this is a great option since it pulls them all together in one place.
Anonymous | 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

Kustomer
8.5
Qualtrics
Organize and prioritize service tickets
Kustomer
8.6
Qualtrics
Expert directory
Kustomer
8.3
Qualtrics
Subscription-based notifications
Kustomer
8.5
Qualtrics
ITSM collaboration and documentation
Kustomer
8.0
Qualtrics
Ticket creation and submission
Kustomer
8.7
Qualtrics
Ticket response
Kustomer
8.9
Qualtrics

Self Help Community

Kustomer
7.8
Qualtrics
External knowledge base
Kustomer
7.7
Qualtrics
Internal knowledge base
Kustomer
7.8
Qualtrics

Multi-Channel Help

Kustomer
8.5
Qualtrics
Customer portal
Kustomer
8.6
Qualtrics
IVR
Kustomer
8.3
Qualtrics
Social integration
Kustomer
8.0
Qualtrics
Email support
Kustomer
9.0
Qualtrics
Help Desk CRM integration
Kustomer
8.9
Qualtrics

Survey Format & Appearance

Kustomer
Qualtrics
8.5
Survey templates
Kustomer
Qualtrics
8.6
Themes
Kustomer
Qualtrics
8.4
Custom logo/branding
Kustomer
Qualtrics
8.5

Survey Content

Kustomer
Qualtrics
9.1
Changes to live survey
Kustomer
Qualtrics
9.3
Question design help
Kustomer
Qualtrics
8.3
Multiple question types
Kustomer
Qualtrics
9.5

Survey Logic

Kustomer
Qualtrics
9.4
Survey logic flexibility
Kustomer
Qualtrics
9.4

Survey Reporting & Analytics

Kustomer
Qualtrics
8.7
Response tracking
Kustomer
Qualtrics
9.0
Data export
Kustomer
Qualtrics
9.0
Standard reports
Kustomer
Qualtrics
8.7
Custom reports
Kustomer
Qualtrics
8.0
Analytics
Kustomer
Qualtrics
8.5

Survey Administration & Security

Kustomer
Qualtrics
9.0
Access controls
Kustomer
Qualtrics
8.8
Compliance
Kustomer
Qualtrics
9.1

Survey Distribution

Kustomer
Qualtrics
8.6
Vendor-offered crowdsourcing
Kustomer
Qualtrics
8.3
Respondent restrictions
Kustomer
Qualtrics
8.8

Pros

Kustomer

  • All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
  • The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
  • We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
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

Kustomer

  • Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
  • Different teams could have differently colored notes.
  • The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.
Hailey Miller | 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

Kustomer

Kustomer 7.8
Based on 2 answers
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Anonymous | TrustRadius Reviewer

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

Kustomer

Kustomer 8.6
Based on 3 answers
Because I think that Kustomer gave us too many options and goodness during the work, it is the best platform I have ever experienced , it is a more professional tool than the others.
Anonymous | TrustRadius Reviewer

Qualtrics

Qualtrics 9.3
Based on 17 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

Reliability and Availability

Kustomer

Kustomer 9.1
Based on 2 answers
I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
Anonymous | TrustRadius Reviewer

Qualtrics

Qualtrics 9.0
Based on 2 answers
No answer on this topic is available.

Performance

Kustomer

Kustomer 6.1
Based on 2 answers
Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
Anonymous | TrustRadius Reviewer

Qualtrics

Qualtrics 5.5
Based on 2 answers
No answer on this topic is available.

Support Rating

Kustomer

Kustomer 9.0
Based on 11 answers
I think that it has been good. I am not the primary one in contact with Kustomer support. I know that we have experienced technical issues at different points, which has been frustrating, but in my experience, each problem has been quickly resolved. Working in a fast-paced environment, even fairly minor outages have a big impact, and this has happened to us a few times since using Kustomer.
Charlotte Reiter | TrustRadius Reviewer

Qualtrics

Qualtrics 9.0
Based on 29 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

In-Person Training

Kustomer

Kustomer 7.4
Based on 2 answers
Because they are very hands-on in training us and very approachable
Anonymous | TrustRadius Reviewer

Qualtrics

No score
No answers yet
No answers on this topic

Online Training

Kustomer

Kustomer 8.2
Based on 2 answers
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
Anonymous | TrustRadius Reviewer

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

Kustomer

Kustomer 7.8
Based on 2 answers
Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
Anonymous | TrustRadius Reviewer

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

Kustomer

The sales rep did a great job of making us feel heard and instilling trust. We felt that we would be valued as a client instead of just one of thousands, and a small company at that. When we signed they promised and delivered on an additional channel that they hadn't previously supported (toll-free MMS). The product just made sense and was innovative, which definitely gave them an edge.
Meagan McKinnon | 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

Scalability

Kustomer

Kustomer 9.1
Based on 1 answer
Because customer is flexible and scalable
Anonymous | TrustRadius Reviewer

Qualtrics

No score
No answers yet
No answers on this topic

Return on Investment

Kustomer

  • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
  • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
Anonymous | 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

Kustomer

General

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

Starting Price

$89 per month per user

Kustomer Editions & Modules

Edition
Enterprise$891
Ultimate$1391
  1. per month, per user
Additional Pricing Details
All plans require an annual subscription and 8 users minimum.

Qualtrics

General

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

Starting Price

$1,500 per user/per year

Qualtrics Editions & Modules

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

Rating Summary

Likelihood to Recommend

Kustomer
7.9
Qualtrics
9.1

Likelihood to Renew

Kustomer
7.8
Qualtrics
9.4

Usability

Kustomer
8.6
Qualtrics
9.3

Reliability and Availability

Kustomer
9.1
Qualtrics
9.0

Performance

Kustomer
6.1
Qualtrics
5.5

Support Rating

Kustomer
9.0
Qualtrics
9.0

In-Person Training

Kustomer
7.4
Qualtrics

Online Training

Kustomer
8.2
Qualtrics
8.0

Implementation Rating

Kustomer
7.8
Qualtrics
9.0

Scalability

Kustomer
9.1
Qualtrics

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