Using Qualaroo to drive customer insights
Nuno Luz | TrustRadius Reviewer
December 27, 2018

Using Qualaroo to drive customer insights

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Qualaroo Insights

At TalkTalk, we use Qualaroo to not only understand what our customers are looking for on our website, but we also use it to get an NPS score from across different sections of our online real estate. We're using Qualaroo across departments, from customer service, to sales and Analytics & Optimisation. The insights collected help us shape our pages and customer journeys and help us identify pain points in a pro-active and quick way.
  • Net Promoter Score
  • Customer Satisfaction
  • Customer insights
  • Pain Points on the purchase flow
  • Customer Service pain points
  • Reporting could be a bit more comprehensive.
  • The new word cloud report could also have expressions and not just single words.
  • Qualaroo is key to identify pain points on specific customer journeys such as the sales flow saving us money in the long run.
  • Qualaroo helps us connect with our customers and ask direct and indirect questions online, collecting invaluable insights.
  • Qualaroo comes with an easy to use interface that expedites insight collection and a solid reporting dashboard that saves us time and money.
Qualaroo makes it very easy to launch a quick survey based on templates or custom questions with an intuitive user interface. It is also very flexible and can be easily integrated with AB testing thanks to the advanced options. Reports are getting better but analytics wise it's still not up to the refinement level of SurveyMonkey but it does beat the latter in terms of UI experience.
When compared to SurveyGizmo, the flexibility on surveys is what stands out and how easy it is to create different survey flows.
  • Customer Surveys
Customer service, we use Qualaroo to try to identify what customers need on a specific page or journey if it's not being taken care of. Sales flow, in order to identify pain point on the sales journey. Understand customers appetite for new products and services. Request for feedback about brand and products. Understand customer satisfaction within a specific area of the website.

Qualaroo Feature Ratings

Survey templates
Custom logo/branding
Changes to live survey
Question design help
Multiple question types
Survey logic flexibility
Response tracking
Data export
Standard reports
Custom reports
Vendor-offered crowdsourcing
Respondent restrictions
Access controls