# XM for Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is XM for Customer Experience the right Customer Experience solution for you? Explore 255 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/152924/Customer-Frontlines/reviews --- XM for Customer Experience 4.6 (255) [View alternatives](https://www.capterra.com/p/152924/Customer-Frontlines/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 15th, 2026 # Reviews of XM for Customer Experience Ease of use 4.4 Customer Service 4.6 ## Pros and Cons in Reviews MA Mike A SalesTelecommunications, 201 - 500 employeesUsed the software for: 1-2 years. “Very helpful for gathering opinions and reviews of internal processes and company updates.“ October 1, 2025 RC Ryan C Analytics ManagerReal Estate, 51 - 200 employeesUsed the software for: 1-2 years. “Could be costly and set up is tedious with a lot of customizations required, but i guess with more power comes more responsibility“ October 29, 2025 Humaira J Analyst - Survey ProgrammerMarket Research, 201 - 500 employeesUsed the software for: More than 2 years. “The support section covers every feature so even if we are stuck we can get help from support.“ September 6, 2024 WS Weronika S Junior Project ManagerComputer Software, 51 - 200 employeesUsed the software for: More than 2 years. “It's not the easiest to use and sometimes the screens take a long time to load, sometimes also filters don't work as they should“ September 29, 2022 NK Nadia K ResearcherHospital & Health Care, Self-employedUsed the software for: More than 2 years. “I have created a lot of surveys and I love the ease with which you could create and disperse the surveys.“ March 17, 2025 CP Christian P web communication specialistHigher Education, 10,001+ employeesUsed the software for: I used a free trial. “Sometimes hard to diagnose problems other users might be having with the program“ December 8, 2022 RM Roberto M Marketing DirectorFood & Beverages, 11 - 50 employeesUsed the software for: 1-2 years. “The fact that it is customizable makes me like it even more since we tailor it to meet our clients needs“ May 6, 2024 CG Ciara G ConsultantHigher Education, Self-employedUsed the software for: More than 2 years. “The layout of the software is antiquated and not visually appealing which affects the open rate and completion of forms received.“ April 6, 2021 ## Showing most helpful reviews Showing 1-25 of 255 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Humaira J. Analyst - Survey Programmer Market Research Used the software for: 2+ years ### "Reliable and powerful tool" September 6, 2024 4.0 The overall experience is very good. The support section covers every feature so even if we are stuck we can get help from support. Pros It is very user friendly tool. The drag and features saves a lot if time and minimizes the coding effirt Cons The data and analysis section needs to be improved. The costing is little high. Review Source RP Ramya P. Research Fellow Research Used the software for: 1-2 years ### "Secure survey management platform" July 26, 2021 4.0 We conduct trainings for journalists and use Qualtrics to get anonymized feedback and suggestions and to conduct pre-test, post-test and follow-up surveys. For this, multi-modal administration is important- including through emails and through personal messages. Qualtrics lets you track this infomration. Pros \-Data presentation- visuals, reports, spreadsheet -Personalized and blinded survey links -Automated features to send survey timed reminders through different channels -Automated features to customize and send Thank you notes. Cons Pricey- We use it through institutional license. Switched from [Google Forms](https://www.capterra.com/p/176571/Google-Forms/) Multi-modal administration with anonymization was difficult Review Source VR Verified Reviewer Head Waitress Used the software for: Less than 6 months ### "Overall good product - Amazing customer support team, helps out fast and very efficient! " May 20, 2018 3.0 Pros Qualtrics offers a broad variety to create an attractive survey with many different question types. Also, the data analysis and report functions are easy to use and have a great functionality. The customer support team is simply amazing! Helpful, fast, friendly and efficient. They even contact you via email if the problem could not be solved immediately (of course only if one agrees with being contacted). Cons The possibilities to export and translate the survey should be improved. Also, the design techniques (look & feel) could be created easier to use and more options would be nice. Review Source HD Hannah D. Clerical Assistant Education Management Used the software for: 2+ years ### "Qualtrics - the best for surveys!" February 8, 2020 5.0 Qualtrics is, in my opinion, the most capable and flexible software for survey creation. If you have money in the budget, buy this, you will not regret it. Pros Qualtrics can be customized in basically an infinite amount of ways. My institution uses qualtrics for everything from very short to very long surveys, research studies, and more. Also, users can customize it so that it has their businesses logo/color. It can be 100% personalized. Cons I have not found anything I dislike about qualities. It works perfectly for me as both a survey-taker and a creator. Alternatives considered [Google Forms](https://www.capterra.com/p/176571/Google-Forms/)[SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) Reason for choosing XM for Customer Experience Qualtrics has WAY more options you can use to customize the experience. It's so worth the money. Review Source Andrea L. Process Engineer Telecommunications Used the software for: 1-2 years ### "Friendly, complete and functional" September 12, 2020 4.0 It is a powerful software, intuitive in many aspects, the surveys have a level of customization of flows, jumps, embedded data that I think is great and super necessary to customize the studies according to your audience. It has allowed me to organize my work as an Customer Voice Analyst and make contact with my clients more personalized and accurate, in addition to facilitating the work of analyzing responses and obtaining good conclusions, numerically and graphically. It is definitely an enhancer with all its functionalities and that is why I hope you continue to develop some requests that are very necessary to continue exploiting the potential of this tool. Pros It is so specific for digital contact with clients in many forms, RRSS, email, SMS, QR, and both personalized and anonymous links. It is very versatile and that allows you to develop different plans to reach the contacts. I am also surprised by the functionalities for text analysis, it really reduces the difficulty of processing open answers without strictly doing one by one review, it is intuitive although the accuracy must be fine-tuned. Cons Although I like and it is super useful its reports and dashboards, I would like to have more customization capacity, file formats to export results, and graphics or visualizations in reports and dashboards. It is very limited and generally difficult to distribute CSVs without first having to manually "clean" them. I would like to have a more standard excel format. It also happens to me with metrics, although the formula editor is a bit cumbersome, and the text analysis, although it seems advanced to me, I think that some filter levels are missing due to feelings of themes and general feelings, to make the revisions that a Sometimes the algorithm may fail. Review Source GF Geoffrey F. Associate Director Education Management Used the software for: 6-12 months ### ""Flexible" and "Adaptable" Platform = Emperor's New Clothes" February 12, 2020 1.0 They sold their platform well. The templates and widgets were impressive. The problem: what they called "flexible" and "adaptable" really meant that I had to build everything on my own dashboard ... and these aren't exactly intuitive platforms for the non-expert. I eventually figured out that I was left naked like the emperor--sold an empty idea without substance. And then there's the overall customer service experience--quick to invoice but slow to setup and support. My problems began more than six months ago. I asked to terminate my contract, so they've disabled my account, but they still haven't issued a refund. Pros Some of the dashboard tools are impressive. Cons This platform is not useful for small- and mid-size businesses, or those using it for unique program solutions. If you hear words like "flexible" and "adaptable" in what they're describing, RUN! They're dashboard is really impressive, but what they don't tell you is that if you aren't using for a standard, pre-set application, then you'll have to build it yourself--and it is by no means intuitive. My small team sat through hours of training before learning that we had to build our own dashboard. Alternatives considered [Google Forms](https://www.capterra.com/p/176571/Google-Forms/)[Formstack Forms](https://www.capterra.com/p/118892/Formstack/) Reason for choosing XM for Customer Experience Ability to provide high-end, advanced evaluation of complex data. Review Source Bryce H. Assistant Director for Institutional Assessment Education Management Used the software for: 6-12 months ### "Great Product, Great People" August 3, 2018 5.0 As a higher education professional, we have to process students accurately and efficiently, and qualtrics has helped us creatively do this on a number of levels. We also gather and report out on student satisfaction concerns, as well as marketing and needs analyses. The system is extremely versatile, so there are countless applications that can help guide the work we do in higher educational settings. This is a premium product that requires a premium investment from your organization; however, once you've made this investment, you'll find that they have thought of almost everything from an end-user perspective, and have made a very friendly yet robust product, a difficult balance to strike in a competitive industry. Pros Customer Service turns out to be a huge part of any user experience, but as a Brand Administrator, I was always getting requests from people in my organization about Qualtrics. I always found them to be readily available and willing to field whatever crazy request I was asking about. There are several high-quality survey and analytics tools on the market, but Qualtrics has really set itself apart by investing heavily into it's customer experience resources (physical, digital, and human) to round out a solid overall experience. Cons As an social science research scientist, I found that there are a few "hard coded" defaults in the system that do not really align with common research practice. There are not a ton, but one is the coded values of Likert-type items; because the default setting is Very Satisfied = 1 and Very Disatisfied = 7, I have to customize all of my subsequent items in my surveys to ensure that my averages or "TOP TWO" results meet what I expect. This is not a serious matter in the end because I'm aware of it, but I got burned by this a few times in the past and it cost me a good bit of time. Review Source Kenneth H. Senior Survey Programmer Research Used the software for: 2+ years ### "Good for low-medium complexity surveys" April 13, 2022 4.0 Overall it's been a very good experience. Easy to pick up and doesn't take very long to master it. Pros It's very easy to learn and master. There is good online help available and a lot of user groups. Cons I wish it was more customizable. I feel "stuck" in many ways having to use it in a certain way. Switched from [Voxco Online](https://www.capterra.com/p/98491/Voxco-Online/) Client's request. Review Source Kristen D. Graduate Assistant Higher Education Used the software for: 6-12 months ### "Qualtrics support has always been helpful when I have a question about their software!" March 13, 2018 5.0 I'm using this software to do a thesis project, and it has allowed me to do everything I need in a way that is simple and intuitive and that I can mostly do myself with no assistance. Pros The best part is the "survey flow" feature. It has allowed me to do everything I need to do for my projects, like assign different questions to certain conditions, and it is laid out in such a way that I can see how everything should work in a way that makes sense. Cons Some of the features could stand to be more customizable. For example, I wanted to send my participants an e-mail to do a second survey 2 days after they had completed the first survey, but there is no option for 2 days and you cannot input a custom amount of time. So, I've had to manually send e-mails each time, which has become cumbersome. Review Source Matthew B. Technology Business Management Consultant - Technology Finance Insurance Used the software for: 2+ years ### "Great Survey Software" January 9, 2019 5.0 Overall qualtrics has been my go to survey tool to capture data from my stakeholders. This is a well-thought out to that helps me capture the data I need to be more effective as a consultant. Pros Qualtrics provides a unique level of flex-ability and design features when it comes to creating a survey. Additionally really like how easy it is to dump the data results into a variety of other programs from additional analysis / validation. This is my go to software when I need to capture a wide range of data from my stakeholders. Cons When it comes to customizing the aesthetics of a survey, it is a little bit cumbersome. The UI as it relates to customization, could use some moderate tweaking. Review Source RM Roberto M. Marketing Director Food & Beverages Used the software for: 1-2 years ### "Customer Frontlines helps Understand your Customer Better" May 6, 2024 5.0 For start, it is easy to use, second, helps to understand customer experience with our staff and we know where to improve on and what to offer to our customers, and lastly, the performance metrics helps our firm understand how our clients rate us according to the service that received from us. Pros The fact that it is customizable makes me like it even more since we tailor it to meet our clients needs Cons Nothing against this tool, it has really helped us improve on how we handle our customers Review Source VR Verified Reviewer Associate Management Consulting Used the software for: 2+ years ### "Top-of-the-line product with solid customer support" February 13, 2019 5.0 I have almost always had positive experiences with Support (95% of the time). Typically they are happy to help you figure out the best way to do things and/or triage unforeseen issues. However, those working the Chat function can be slow and/or less knowledgeable (? - or less willing to help) and I have been told to call instead if I want a response in less than 30 minutes. Qualtrics Support also used to provide some help with custom coding, but that is no longer an option, which was a big loss to my team. The few downfalls are usually made-up for by Support, if not other Qualtrics users on their Community boards and/or the extensive how-to documentation Qualtrics makes available on their site. Pros No other survey platform provides as many features and options as Qualtrics! You can easily program many different question structures, customize the look and feel, set the survey flow to optimize participant experience, create and use embedded data to improve survey logic and/or avoid having to re-join participant characteristics to exported results, set emails to trigger to an individual or contact list upon survey completion, use their library of questions and/or create your own to use in multiple surveys, easily see, edit, and export data/results... there's too much to mention! Cons At times Qualtrics experiences "hiccups" and randomly refreshes, which can result in losing some programming if it has not been saved. The Reports functionality is also slow to load and not as easy to use as the rest of the software - I still choose to export the data and create my own visualizations. Review Source EL Eduardo L. Administrator Education Management Used the software for: 6-12 months ### "Qualtrics CustomerXM for varied uses" May 17, 2022 4.0 Overall the buying the Qualtrics CustomerXM software greatly improved management in our office and made it easier to direct complaints and/or compliments directly to those who can solve them. It is also very interesting to see the meta data in real time. Pros \- Ease of Use - Slick and simple interface, making it easy for anyone to use the software - Real time answers from surveys Cons \- Relatively High cost of implementation - System-wide glitches are not uncommon - Some surveys don't come directly through to you. - Minor bugs that affects usability (frozen pages, but this is rare). Review Source VR Verified Reviewer Assistant Dean Education Management Used the software for: 2+ years ### "Qualtrics product review " August 27, 2019 5.0 My organization is focused on higher education and we work with thousands of students. We use Qualtrics to conduct all types of surveys, including teaching assessments, course evaluations, evaluations of faculty (students' comments), as well as surveys about student experience. Qualtrics allows us to design surveys that allow us to capture data in the most effective way, the surveys look professional, and data collection and data analysis is done easily and can be easily shared with colleagues in other departments. Pros Our organization has been using Qualtrics for more than 10 years now. We use it while working with students, creating all types of surveys and conducting research projects. The best features include: 1) ability to copy the previous surveys which becomes very helpful and important when you work with complex surveys; 2) logic of the survey and ability to use the masked answer choices. This option is extremely helpful while working with the matrix-type questions, allowing you to modify and present the answer choices based on the answers to the previous questions. 3) The way we can view and download the data. Excellent options to see data from different perspectives, and use it in the reports. Cons We found that depending on each individual's (staff) knowledge and experience, some people found it a little bit intimidating. My suggestion would be to make sure you have at least one person who is very experience (or well trained) in this product, who can then provide training and support to others. Review Source VR Verified Reviewer Enterprise Customer Experience NPS (Net Promoter Score) Lead Telecommunications Used the software for: 2+ years ### "Highly flexible and adaptable platform, backed by strong support" July 22, 2018 5.0 \- Solid support - Flexible and adaptable - Strong integration with CRM (Salesforce) Pros \- We get very quick responses and solid support from the Qualtrics team - The platform is quite flexible and adaptable to our needs - We have a lot of control over much of the platform, which enables us to respond quickly when required - It integrates extremely well with our CRM (Salesforce) Cons Some expected features isn't available (yet) e.g. ability to use customised "from" field for emails but I can imagine more featuresets will be added as Qualtrics continue to grow Review Source VR Verified Reviewer Graduate Research Associate Higher Education Used the software for: 2+ years ### "Student Researcher Feels Supported" February 11, 2019 5.0 Pros Qualtrics has a nice interface and many different features that I do not realize I need or want until I need or want them. For example, Qualtrics has the simple ability to link surveys through strings, can help eliminate ineligible people from the survey and has various formats for export data. The questionnaire library is extremely helpful for me to find questions I created that I want to use repeatedly or common questions like sociodemographics. The various question types give me the flexibility to try different displays. Cons I am limited in some design elements. This may be partially due to my university's branding. I have not figured out how to control formatting from a master control so sometimes correcting different fonts and font sizes can be painstaking. Review Source VR Verified Reviewer Consumer Insights Coordinator Consumer Goods Used the software for: 2+ years ### "Easy and seamless" March 27, 2018 5.0 It makes surveys building and fielding super simple. The reports section is very helpful as well. Allowing you to cut by a all variables. Pros The user interface is super simple. It is user friendly for newbies-pros. The automatic filling helps with time too Cons When you have been on a survey for a while, the program time you out without option to continue. It logs you out and you have to start all over. Review Source VR Verified Reviewer Risk Consultant Accounting Used the software for: 1-2 years ### "Excellent" May 23, 2018 5.0 Easier to make surveys. Pros \- Friendly to use. - I can use a previous survey as a template for a new one. - I can send massive-email surveys from Qualtrics and when the recipient wants to reply, he can do it directly to my email Cons \- I can't find a way to get notifications to my email when a survey is completed. - I cant' put the "back" button if the person taking the survey wants to go back to a question in a previous page. Review Source AJ Anna J. Researcher V Research Used the software for: 1-2 years ### "Great Research Tool" April 21, 2020 4.0 We are collecting large amounts of data that we no longer have to enter by hand. It has saved us hundreds of manpower hours. Pros Easy to deliver surveys to research participants. Best part is tat data is automatically recorded for you so the need for any data entry by hand, virtually eliminating the chance of human error. Cons Setting up surveys/questionnaires on the admin side still leaves a bit to be desired. I have worked in research for 10+ years and often find it difficult to get the interface to do exactly what I want. Particularly, it is impossible to upload a Word document and have it publish a survey you have already written. It seems like that should be such an easy feature to provide. Reason for choosing XM for Customer Experience Recommended by my IT department. Review Source ST Sarah T. HR Analyst Civil Engineering Used the software for: 1-2 years ### "Qualtrics has been awesome since implementation with their continued stellar customer service." November 17, 2017 5.0 Pros The platform is beautifully organized. The surveys themselves are customizable and look great on a PC or a mobile phone (the mobile capability is a definite plus!). Importing and exporting data is easy, scheduling messages and reminders is a streamlined process, and the dashboards, although sometimes tricky to master, can show data in a variety of ways. Also, their customer service is far & away the best of any software program I've used! Cons There are only a couple things I can think of. The inability to copy dashboards is a huge setback when you have to come up with a few different dashboards for different roles but you want them all to have the same setup and historical data connected. The favorability scales could be expanded to include more Likert Scale options rather than just having Favorable, Neutral, and Unfavorable. Review Source VR Verified Reviewer Program Coordinator Higher Education Used the software for: 2+ years ### "Almost too many features" May 8, 2020 4.0 Unbelievably powerful data collection tool that I've used for everything from collecting lunch orders to state-wide research. Pros Not only does Qualtrics have basically every feature you could want, it makes sure you are publishing surveys that are accessible for screen readers. Customer support is fantastic, as well. Cons There's almost too many features, it can be overwhelming at first. Also, there needs to be a better way to edit multiple questions at once. Review Source VR Verified Reviewer Executive Director of Operations Market Research Used the software for: 2+ years ### "Overall Feedback" March 19, 2019 4.0 Overall experience is good. Pros This software is easy to use and is user friendly. I like the new features site intercept a lot. Cons There are some loopholes e.g. redirects, global redirects (as it will make it easy for the team to setup vendors), data file formats, creating variables after fielding. Also, when we are removing/filtering the data its very slow in processing. We don't have the option to chose the case ids we want to delete in one go. Review Source JL Jay L. Manager Market Research Used the software for: 2+ years ### "End to End Solution" October 12, 2018 4.0 The real time data. Our client is very satisfied with the dashboard, they can view the results anytime, anywhere and regardless of timezone! Pros You don't need other tools to launch, gather data, do the reports. This software is all in one! Cons some features are not available in Qualtrics like you can make 2 or more sets of weights. Say one set is demographics weights, and another one is for Concept weights Review Source VR Verified Reviewer Analyst Government Administration Used the software for: 2+ years ### "The ultimate survey tool" December 3, 2019 4.0 Overall a great tool for survey development with a very low learning curve. Pros Infinite survey question options, great online support, strong user community, very low learning curve. Cons Somewhat pricey, overall there are some limitations in the types of deployment options, advanced features require some coding experience Review Source CJ Chandrashekar J. Intern Medical Practice Used the software for: 2+ years ### "Amazing software for survey design, deploy and basic analytics" August 7, 2018 4.0 Qualtrics is the best tool for conducting successful email survey campaigns and is better than the available software in the market currently Pros The customer service is amazing as they are quick to respond to any query and are very helpful. The tool is mobile friendly and moreover, the dashboard is user-friendly and intuitive. Lastly, there are a lot of customizable options available for the survey which is great for market research purpose. Cons The product doesn't come free and is priced bit higher than other surveying software. The tool doesn't show accurate tracking of emails checked after a survey has been deployed although the status of the survey is shown whether it has been started or finished. Review Source Similar Products Featured