XM for Customer Experience 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

XM for Customer Experience

4.6

(255)

Pricing

Starting at $1,500.00 per year

About XM for Customer Experience

Qualtrics CustomerXM is a cloud-based customer experience management system that helps small to large sized businesses monitor customer interactions and forecast purchase behavior. Its key features include net promoter score (NPS) tracking, audience segmentation, communication management and survey design.

The application comes with a digital CX feature that lets marketers launch surveys, collect feedback and share reviews on social media channels. Supervisors can assign teams or individuals role-based permissions and provide access to resources. Further, the solution assists team members with collaboration, scheduling and task assignment.

Qualtrics CustomerXM integrates with third-party platforms such as SAP, Salesforce and JIRA. The solution comes with a mobile application for iOS and Android. Support is provided via phone, chat and email and pricing is available on request.

XM for Customer Experience Screenshots

XM for Customer Experience Pricing and Plans

Starting price: $1,500.00 per year

Free Trial

Free Version

Basic

$1,500.00

per year

No plan information available

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XM for Customer Experience Features

Popular features found in Customer Experience
Customer Segmentation
Customizable Fields
Customizable Templates
Dashboard
Data Visualization
Engagement Tracking
Negative Feedback Management
Real-Time Notifications
Reporting/Analytics
Survey/Poll Management
More features of XM for Customer Experience
360 Degree Feedback
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Agent Interface
AI/Machine Learning
Alerts/Escalation
Alerts/Notifications
Analytics
Anonymous Feedback
API
Assignment Management
Automated Routing
Automatic Transcription
Behavioral Analytics
Behavior Tracking
Call Center Management
Call Recording
Campaign Management
Case Management
Categorization/Grouping
CES Survey Structure
Chatbot
Chat/Messaging
Churn Management
Collaboration Tools
Communication Management
Complaint Monitoring
Compliance Management
Computer Telephony Integration
Conditional Logic
Configurable Workflow
Contact Database
Contact Management
CRM
CSAT Survey Structure
Customer Activity Tracking
Customer Complaint Tracking
Customer Database
Customer Data Management
Customer Experience Management
Customer History
Customer Journey Mapping
Customer Profiles
Customer Service Analytics
Customer Surveys
Customer Touchpoints
Customizable Branding
Customizable Forms
Customizable Questions
Customizable Reports
Data Import/Export
Drag & Drop
Email Alerts
Email Management
Email Marketing
Employee Coaching Tools
Employee Reward Programs
Event Triggered Actions
Feedback Management
Interaction Tracking
Issue Management
Issue Tracking
Keyword Tracking
Knowledge Management
KPI Monitoring
Live Chat
Loyalty Program
Map Creation
Membership Management
Mobile Survey
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Distribution
Multi-Channel Management
Multi-Language
Multi-Location
Natural Language Processing
NPS of Customers
NPS of Employees
NPS Survey Structure
Performance Management
Performance Metrics
Personalization
Predictive Analytics
Process/Workflow Automation
Pulse Surveys
Quality Assurance
Quality Management
Question Branching
Question Library
Real-Time Analytics
Real-Time Data
Real-Time Monitoring
Real-Time Reporting
Real-Time Updates
Referral Tracking
Reminders
Reporting & Statistics
Response Management
Retention Tracking
Review Monitoring
Review Notification
Review Request
Rewards Management
Routing
Search/Filter
Segmentation
Self Service Portal
Self-Service Search
Sentiment Analysis
Service Level Agreement (SLA) Management
SMS Messaging
Social Media Integration
Social Media Monitoring
Speech-to-Text Analysis
Support Ticket Management
Support Ticket Tracking
Survey Builder
Surveys & Feedback
Tagging
Text Analysis
Text Fields
Third-Party Integration
Third-Party Integrations
Trend Analysis
Visual Analytics
Website Analytics
Website Integration
Widgets
Workflow Management

XM for Customer Experience Integrations

ServiceNow

Zapier

Tray.io

Jira

Marketo Engage

Slack

See all 31 integrations

XM for Customer Experience User Reviews

Overall Rating

4.6

Ratings Breakdown

71%

24%

Secondary Ratings

Ease of Use

4.4

Value for money

4.5

Customer support

4.6

Functionality

4.6

Humaira J.

Verified reviewer

Market Research

201-500 employees

Used weekly for more than 2 years

Review source

Reviewed September 2024

Reliable and powerful tool

The overall experience is very good. The support section covers every feature so even if we are stuck we can get help from support.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Verified

Reviewer

Insurance

5001-10000 employees

Used monthly for more than 2 years

Review source

Reviewed February 2026

Qualtrics XM Survey Platform

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It's an industry leader, used more often than any other survey platform (I believe this is still true), it has robust capabilities, and it's fairly user friendly.

Cons:

Their customer service is not as good as it used to be, and both their programming interface and reporting tools could be easier to use.

Reasons for switching to XM for Customer Experience

Verint felt somewhat limited and antiquated, and Qualtrics was more up to date with better capabilities.

Sean R.

Verified reviewer

Higher Education

1001-5000 employees

Used monthly for more than 2 years

Review source

Reviewed June 2021

Qualtrics for survey and data analysis

This is something I have to use on the job because we have an institutional license but it is one of my least favorite software packages on campus. It's not awful; I'm just not a fan in general.

Ratings Breakdown

Ease of use

Functionality

Pros:

Qualtrics has become essential to the operation of my university. Virtually all elections/surveys/etc are done via this platform. I use it to perform exit interviews of student classes, for masters student committee's assessment of a thesis defense and other related functions. Search committees use Qulatrics during the hiring of candidates when our faculty needs to polled about their opinions.

Cons:

I am not a fan of the actual survey taking experience. I've had issues where the touch pad on m laptop has accidentally changed a selection I made, and it was submitted without me realizing it. The UI looks nice but is clunkier than it lets on. Also, these surveys are not good about (i) communicating their length, and (ii) allowing users to go back and change an answer. I find (i) is a bigger issue in a long survey where you are under the impression that you'll have a final field to respond. Sometimes it just abruptly ends,.

Reasons for switching to XM for Customer Experience

I'm forgetting the name of the old software, but my university made a site-wide switch as of a few years ago. Thus, I had to use it.

Ryan C.

Verified reviewer

Real Estate

51-200 employees

Used weekly for less than 2 years

Review source

Reviewed October 2025

It's ok, could be improved

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

More stable and better ability to glean insights from data collected compared to some of the other VoC tools out there

Cons:

Could be costly and set up is tedious with a lot of customizations required, but i guess with more power comes more responsibility

Reasons for switching to XM for Customer Experience

Technical issues, cost, support, features and functionality

Prathamesh M.

Verified reviewer

Retail

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed December 2019

Survey platform with features and functionality with ease of use.

Overall, Qualtrics is an excellent survey tool. It is standard survey tool for market research firms and universities where the aim to collect data using an interactive yet ease to use platform. Basic data visualization is good for keeping track of the descriptives. Customer support comes at a price though works well if your firm is inclined to make Qualtrics use efficient. Managing multiple projects is a piece of cake for this tool. Making the process effective and efficient is an another benefit. Qualtrics helps researcher to build a solid foundation of a chain of projects that they can lead from a single library. The benefits of Qualtrics overweigh the pros making it an ideal survey tool for researchers. Overall, Qualtrics is highly recommended to users.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Qualtrics customer experience is a great survey to measure customer satisfaction using the online survey tool. It is very flexible and very functional with a very user friendly layout to help build better surveys for customers and participants. Building surveys is painless and requires minimum knowledge. It is easy to create surveys using the drag and drop option with many features which help you select the question type. In one of the projects that I recently completed I was able to use the semantic differential scale function for understanding how people evaluate a new product concept on its strength and weakness. Other scales are also accessible for other question types. In another project that I completed I did use nominal scale for dichotomous questions, ordinal scale for rank order questions, and likert scale for likeliness questions. It was great experience having so many features available to customize in Qualtrics. Qualtrics allows you to create and store surveys. When you store surveys you can actually store the whole survey as well as store individual sections, blocks, and questions. It is very easy to replicate the sections and blocks from one survey to other. Surveys can be shared between different projects. At my workplace we maintain a shared library with survey templates and we also maintain a personal library for current and former projects. Overall building, storing, and recreating surveys is great feature of qualtrics customer experience.

Cons:

Qualtrics is a great tool with features and functionality, but it is sometimes hard for everybody to get a hang of it. Some users require training on certain features, customer support is a great help for those queries, but it comes at an additional cost. Also, the wait times are very long . Qualtrics is a high cost tool and it doesn't have many packages to choose from. Small and midsize research firms should look for low cost basic tools for their surveys if they are not looking for sophisticated solutions. Qualtrics offers wide range of sophisticated solution which includes different type of scale, questions, visualization display etc. Many companies are not interested in such solutions they are happy with basic solution with basic questions which can lead to descriptive statistics. For such firms Qualtrics packages would be expensive. For advance statistics methods like regression, factor analysis, etc. The data analysis and data cleaning options offered by Quatrics are very insufficient. This mainly happens for scientific studies which involve complex multivariate statistics. Sometimes there is an issue with its adaptability with different browsers, we had this issue at our workplace where qualtrics wasn't working that fine with internet explorer. External panel management tools find it hard to integrate with qualtrics and this remains a huge challenge to overcome if an external vendor is used for sample management. Reporting capabilities are very limited to graphs.

Reasons for choosing XM for Customer Experience

For complex surveys Qualtrics is an excellent option. In market research industry we are required to do different studies which include concept testing, copy testing, message testing, pricing study etc. For such studies you require to have a tool which can give you a wide range of options for scale. Qualtrics stands out to be the best tool which can help you build different scales. Qualtrics was superior to LimeSurvey when it came to this.

Reasons for switching to XM for Customer Experience

SurveyMonkey is a good survey tool, though it has few deficiencies to overcome. Qualtrics is a very good when it comes to collecting data using complex measurements and instrumentation techniques. It gives you a good set of options when it comes to variety of question types, different skip patterns, branching logic, and reporting graphics. For doing basic surveys SurveyMonkey is a good option, but for the lower price, but for complex surveys, Qualtrics stands out.

Verified

Reviewer

Banking

201-500 employees

Used daily for more than 2 years

Review source

Reviewed October 2021

We love Qualtrics for CustomerXM

Our experience has been great. They were great to work with during our implementation and are always willing to work with us on a project or if we have questions.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

it is easy to use, easy to learn and mostly importantly it is adaptable and customizable.

Cons:

Nothing really, the software stands on its own.

Reasons for switching to XM for Customer Experience

The ability to customize our surveys and questions, also better analytic tools. better dashboard and ability to do most things inhouse without reach out to somebody else.

Ryan M.

Verified reviewer

E-Learning

1001-5000 employees

Used weekly for less than 2 years

Review source

Reviewed July 2022

Qualtrics is my favorite survey engine

I have had a really positive experience with Qualtrics. When I have to draft a survey, Qualtrics is my first choice.

Ratings Breakdown

Ease of use

Functionality

Pros:

I liked that I was able to provide individual surveys to all of my respondents. I also liked that there were robust features available to show specific questions to specific respondents based on their feedback.

Cons:

There was a big learning curve to figure out their own language for embedded text and stuff. I will say that I was very impressed with their customer service reps. Very easy to reach and very helpful.

Reasons for switching to XM for Customer Experience

It was available at my organization and it had stronger features than its free competitors

Verified

Reviewer

Research

10000+ employees

Used weekly for more than 2 years

Review source

Reviewed September 2019

Makes surveys simple

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Qualtrics is very user friendly and has a clean, organized interface. It gives every survey a look of professionalism. It also streamlines the data collection process.

Cons:

The cost of renewing every year can be a deterrent

Reasons for switching to XM for Customer Experience

My university required us to use qualtrics for research purposes.

Verified

Reviewer

Research

201-500 employees

Used monthly for more than 2 years

Review source

Reviewed June 2025

Great For Surveys

It is a great software to use for creating and sending out surveys. It is overall easy to use and setup and can do complex work if you need it to.

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

The interface is great and there are a lot of features that you would expect related to creating surveys

Cons:

There are some features that can seem to be technical that could have been handled differently such as reverse scoring.

Nadia K.

Verified reviewer

Hospital & Health Care

Self-Employed

Used monthly for more than 2 years

Review source

Reviewed March 2025

Good Product

I have created a lot of surveys and I love the ease with which you could create and disperse the surveys. I also love that you can see progress and even download the data from surveys in ways that make it easier for you to analyze them with other applications

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The easy with which you can create surveys and dispatch them

Cons:

I wish there was a tutorial to walk you through the product when you first sign in. I had to figure out stuff for myself and sometimes through others

Showing 1 - 10 of 255 Reviews

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