Qualtrics - Still need some improvements
Updated December 23, 2015

Qualtrics - Still need some improvements

Shanker Varandani | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Modules Used

  • Research Suite

Overall Satisfaction with Qualtrics

We use Qualtrics to design surveys across various businesses to gain feedback from Sales and Partners, to know their concerns, satisfaction and their priority areas. And results from these surveys help management make decisions and prioritize actions.

Pros

  • Qualtrics is user friendly, anyone can start using this tool without prior training
  • Survey Flow helps us managing the overall flow of the survey
  • Sending Invites to participants is quite easy and simple in Qualtrics

Cons

  • Some of the basic question set ups are missing, especially matrix/grid questions are very limited. Placing validations in those questions is again a BIG task, it is super tedious to handle matrix questions in Qualtrics
  • Translations: - Translating/Overlaying your surveys is going to be BIG task, their translator module is terrible
  • Reporting again is limited
  • Better Service
ConfirmIT is far better than Qualtrics, however, bit costly when compared to Qualtrics
This tool is better for smaller surveys, when it comes to designing bigger surveys it becomes difficult due to its limitations with Matrix questions and their validation. Placing JavaScript/jQuery is also very difficult and limited as compared to other tools like ConfirmIT, VOVICI.

Using Qualtrics

20 - Marketing and Operations
  • Employee Satisfaction Survey which is review by our management to bring improvement in tools, process and resorces
  • Concept testing for new products and solutions
  • Ad-hoc/Pulse survey to record the pulse of the participants for any changes in the organization
  • I don't see Qualtrics as a tool to be used in the future by our organization
There are many issues with this tools....and poor functionality...

Qualtrics Implementation

Qualtrics Support

My experience is not so good with Qualtrics, they are not very helpful and most of the time I get scripted answers
ProsCons
Good followup
Kept well informed
No escalation required
Support understands my problem
Slow Resolution
Less knowledgeable
Difficult to get immediate help
Support doesn't seem to care
No - I am not happy with the support and Qualtrics as a tool, however, i am forced to use this tool as my organization has got licences
Yes - Yes, it got resolved in timely fashion
No, there is NO time when I got exceptional support from the Qualtrics support team

Using Qualtrics

There are many things which go wrong when survey is live, if you change some setting in the survey...it automatically gets reflected in the Live link. One of our survey was live and setting got changed to "Do not record personal information and remove associate panel information" and we lost close to 200 participants background information ....the issue is still under investigation as to how/who made this change, as only I had the access to the survey and I am 100% confident I didn't change anything in the survey once it went Live.
When I contacted support if they have any information on who made the change on the survey, they mentioned they don't keep this information on their server. I was Shocked, one can go and change anything in the active survey and no information is recorded who made that change on the server.
God Save our Active surveys on Qualtrics :(

ProsCons
Relatively simple
Easy to use
Technical support not required
Quick to learn
Convenient
Familiar
Do not like to use
Not well integrated
Inconsistent
  • Panel Management
  • Sending Emails to the participants/panel
  • Creating various questions
  • Validation
  • Skip logic
  • Conditional flow
Yes - We can design quality surveys using Qualtrics

Qualtrics Reliability

Comments

  • Katia Moors | TrustRadius Reviewer
    Katia Moors
    commented 8 years ago
    Hi Shanker, thank you for this very useful review. We are particularly interested in reporting and have rather complex reporting requirements. As you seem to have experience with both Qualtrics and Confirmit, how would you compare tools in terms of reporting
    • Shanker Varandani | TrustRadius Reviewer
      Shanker Varandani
      commented 8 years ago
      Hi Katia, as I have used both the tools, ConfirmIT is much better than Qualtrics when it comes to reporting. There are many limitations with Qualtrics reporting, there are some very basic features which one would expect in the reporting tool which are missing in Qualtrics. I would anytime recommend ConfirmIT over Qualtrics.
  • D. SKye Hodges | TrustRadius Reviewer
    D. SKye Hodges
    commented 8 years ago
    This review hasn't been updated since 2015, Qualtrics released some amazing NEW reporting at the Insight Summit last month. Also, there is an API that allows you to pull raw data from the Qualtrics server so you can analyze the data in your own reporting systems. My guess is that since Qualtrics puts all the BASIC features in the forefront, that maybe users haven't looked deep enough for the customizations, we use embedded scripts and logic flow to have one survey that performs functions for 3 different areas (changing the pictures, backgrounds, questions and structure). Qualtrics has the most advanced and versatile (as well as agile) platform we've ever used. Our ROI was nearly INSTANT, their pricing structure is incredibly low, and for the power that is provided, it is nearly a steal. Katia, we export all our Qualtrics data to an Oracle database that warehouses all our data for our callcenter (phone call data, customer satisfaction, CRM, etc), reporting can be as complex, or as simple as you want to make it. Out of the box, the Qualtrics reporting is VERY powerful, from wordcloud analysis, tagging, complex pivot tables, cross-tabulation, etc, I've never seen anything better.
    • Katia Moors | TrustRadius Reviewer
      Katia Moors
      commented 8 years ago
      Hi Skye and Will, Thank you very much for sharing this useful feedback. We'll definitely have a closer look into the Insight Reporting capabilities.
  • Will Miller | TrustRadius Reviewer
    Will Miller
    commented 8 years ago
    I echo what was just said by Skye. The new Reporting tools within the Insight Summit are head and shoulders above anything available on the market. The qualitative reporting especially. I'm looking into ways to take other qualitative data I have and uploading it into Qualtrics just to be able to analyze using the new reporting tools and capabilities. The use of tagging and pivot tables just increases the capabilities presented here. Quite frankly, the old reporting tools were far more powerful and advanced than Shanker gave them credit for; but the new Insight Reporting possibilities are industry leading!
    • Katia Moors | TrustRadius Reviewer
      Katia Moors
      commented 8 years ago
      Hi Skye and Will, Thank you very much for sharing this useful feedback. We'll definitely have a closer look into the Insight Reporting capabilities

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