Exceptional customer service!
August 19, 2016

Exceptional customer service!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Research Suite

Overall Satisfaction with Qualtrics

I'm using Qualtrics as a PhD student through my university. It's running my survey instrument in the data gathering stage.
  • One of the greatest strengths of Qualtrics is its customer service. I created a complex survey tool that required some functionality outside my knowledge base. Qualtrics support saved the day and made it easy.
  • The front facing user interface of surveys is professional, crisp and easy to use.
  • [I'm] still adjusting to the transition from the old version. It's a pretty radical change to the back end interface, so it's been challenging becoming familiar with the new version. New users I think will find it easier overall than the old version. It's just an adjustment period for older users.
  • I could not be doing the research I'm doing without the help of Qualtrics.
Qualtrics customer support is unmatched. No other company, of any kind, provides the level of comprehensive, knowledgable and friendly customer support that Qualtrics has provided.
The customer service alone makes me think I could do anything using Qualtrics. They have saved the day on multiple occasions.

Qualtrics Feature Ratings

Survey templates
10
Themes
7
Custom logo/branding
7
Changes to live survey
Not Rated
Question design help
8
Multiple question types
10
Survey logic flexibility
10
Response tracking
9
Data export
9
Standard reports
10
Custom reports
Not Rated
Analytics
8
Vendor-offered crowdsourcing
Not Rated
Respondent restrictions
Not Rated
Access controls
Not Rated
Compliance
Not Rated

Qualtrics Support

  • 24 hour support
  • They seem invested in the success of my project
  • Patience in walking me through tricky issues
  • Extremely knowledgeable about the product
  • They have helped me resolve issues 100% of the time
ProsCons
Quick Resolution
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
None
No - Not needed
Needing help at 12 midnight and realizing that the folks in the U.K were available to continue the assistance I'd received earlier in the day. I thought I had hit a roadblock and due to the time was out of luck. I still tell people about how amazing it was to have a kind accented voice answer the phone and pick up where the issue had left off during normal U.S. business hours. Amazing.