Pendula vs. Qualtrics XM for Strategy and Research

We used Pendula as part of our re-engagement program. This was valuable, as we were able to connect with 40,000 or more names. Knowing that either a significant telesales team effort--too expensive and not enough people--would be implausible. We designed an interactive SMS journey that allowed us to begin the process of taking the 40.000 and discovering those who were willing to shop with us again automatically. We also found that promotions and blasts worked really well, were very easy to set up and run, and then the automation on the back to create the Salesforce opportunity. We have also engaged with custom objects and were able to trigger events on internal activities and sales status, such as shipping notifications.

Qualtrics is a good medium for creating surveys and getting analytics back for it. I think it's easy to learn if you are in the business of creating surveys or if it's part of your studies. It can be a little overwhelming for a brand new user who has never created a survey for the first time. So onboarding could be better.

• EOFY campaigns that drove limited time, limited release offers. We could segment our targets and engage those most likely to respond well.
• Limited release wine offers, again targeting the right buyers, and then designing a series of interactions with them. This enabled sales reps to speak to those most warm.
• Customer re-engagement. We have very many historical customers. We were able to reach 30,000 or so people and then lead them through several steps towards re-engagement.
• Targeting smaller customer segments was made easy due to the deep integration with Salesforce. We could create campaigns to account owners of contacts that met criteria--which provided a deeply personal experience.

• Qualtrics CoreXM is easy to use for quick one-time surveys or for measuring opinions over time
• It's great for sending/managing RSVPs for meetings or other gatherings or to collect important data like Conflict of Interest declarations.
• Qualtrics CoreXM's reporting and crosstab functionality is beefy and gets better all of the time. I'm always amazed at how easy it is to generate reports for sharing my survey response data and research.

Incentivized

• Navigating a variety of journeys can get tricky. They have been steadily improving the interface here.
• Managing launch times and turning campaigns on and off can be cumbersome.
• Naming, tagging, and cross-journey reporting would be great.

• 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.

Incentivized

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.

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.

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

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

I like being able to easily integrate new colleagues by simply giving them a log in user name and password

We found the user interface, the customer service, and the feature sets worked very well for us. Pricing was also affordable.

]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

Incentivized

• We were able to activate a large number of old customers
• We generated significant revenues and fast sales
• We have been able to run multichannel campaigns to great effect

• Increased productivity due to the highly intuitive user-interface and template saving capabilities.
• Reporting and analytics are extremely valuable. Our team can track responses and share feedback/results extremely quickly.
• If a user has created a great template, they can share to external teams quite easily. It helps other departments!

Incentivized