Fantastic help desk/tech support. Easy to learn and to use.
August 12, 2016

Fantastic help desk/tech support. Easy to learn and to use.

Samuel Jackendoff, PMP, MBA, MSIS | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Research Suite

Overall Satisfaction with Qualtrics

We are using Qualtrics to survey students at universities and colleges around the country about their reactions to coursework. The work is being done for our client, a major research institution.
  • Tech support is FANTASTIC! You get a live tech with very little wait. The techs are all extremely knowledgeable, pleasant and helpful. As a novice I have called numerous times and they are right there helping me figure out the best, most efficient ways to accomplish what I need to do. They always have insightful and useful answers. Only once did they not solve my problem - and that is because Qualtrics did not have the post-processing power that I needed - and they told me how to do a work-around. (I will end up writing that code in VBA when post-processing my data.) I cannot say enough great things about their "help-desk" personnel.
  • Once you understand the logic of the software it has the capabilities to create very intense online surveys. The logic and interface are pretty simple.
  • It is obvious that the creators have used it for its intended purpose. They have built in flexibility and reusable blocks of "code." (It isn't really code, just the ability to store and reuse questions or blocks of questions.)
  • It would be great if we could write VB code (if/else if/then code) to do some post processing.
It is great for creating surveys, sending out surveys and compiling the data.

Qualtrics Support

When I was unsure how to accomplish something, I called and the support staff has figured out efficient methods to accomplish what I needed to do. They are smart, pleasant, helpful and I never feel like they are talking down to me. I always feel as though I am well treated and that I they welcome my call and questions at any time.
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
It seems that exceptional support is the norm for them. When I feel confused prior to a call they make sure that by the time we hang up I feel settled and able to continue.