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Qualtrics is a black hole. Stay away.
April 26, 2023

Qualtrics is a black hole. Stay away.

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Modules Used

  • Research Suite

Overall Satisfaction with Qualtrics CoreXM

Assessment support for clients requiring surveys of the workforce.
  • Clean graphics
  • Quality back end
  • API ease
  • Customer service
  • SMS functionality
  • Engineering
  • Cross functional coordination
  • Customer relationship management
  • Non-intuitive distributions
  • Difficult list management
  • Utter waste of time
  • Violated their contract with us
  • Deleted records without permission
1. QuestionPro
2. survature
3. surveymonkey
4. Qualtrics

We originally went with Qualtrics because if it’s positive reputation, our experience working with the platform and other providers, and the presence of APIs. However, the experience has been hellish. They cannot do what they promised, are ambivalent or worse about your situation, worked very little throughout the course of a week, and are going to pass you around from person to person whenever you have an issue. This company will lure you in with snazzy graphics and decent analytics, but when you need them they will not be there for you.

If you want to super high-quality, go with Survature. It’s expensive but worth it. QP is also a good option, and their customer service is exceptional.

Do you think Qualtrics XM for Strategy and Research delivers good value for the price?

No

Are you happy with Qualtrics XM for Strategy and Research's feature set?

No

Did Qualtrics XM for Strategy and Research live up to sales and marketing promises?

No

Did implementation of Qualtrics XM for Strategy and Research go as expected?

No

Would you buy Qualtrics XM for Strategy and Research again?

No

Interface isn’t intuitive, and the platform has regressed since its original design. It’s hard to manage, cumbersome, no SMS functionality that works, and customer service is atrocious. Stay away.
Worse than airlines. None of their people know what they’re doing, they will gladly pass you off to others who don’t know what’s going on, and it seems like their ham is to consume as much of your time as possible without resolving your issue. It’s as if Qualtrics is actually paid by the hour, rather than contract. Qualtrics Support has misguided us, lied about functionality, and deleted records without permission. The only time they respond is when we initiate contact. this is a horrible horrible company.
Qualtrics is good for nothing. It used to be a well managed and useful platform, but after going public and private again, the software and especially customer service is incredibly poor. They do not work hard to resolve your issues, are only reactive with communication, and could care less about your problems. I hate this company.