# XM for Customer Experience Software Reviews, Demo & Pricing - 2026 > Review of XM for Customer Experience Software: system overview, features, price and cost information. Get free demos and compare to similar programs. Source: https://www.softwareadvice.com/customer-experience/customer-frontlines-profile --- [Home](https://www.softwareadvice.com/) / [Customer Experience Software](https://www.softwareadvice.com/customer-experience/) / XM for Customer Experience Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. Overview [Reviews](https://www.softwareadvice.com/customer-experience/customer-frontlines-profile/reviews/)[Alternatives](https://www.softwareadvice.com/customer-experience/customer-frontlines-profile/alternatives/) # XM for Customer Experience 2026: Benefits, Features & Pricing Wondering if XM for Customer Experience is right for your organization? Our Customer Experience Software selection experts can help you in 15 minutes or less. On this page - Overview - User Interface - Popular Alternatives - Pricing and Plans - Features - Integrations - User Reviews - Popular Comparisons ## Overview XM for Customer Experience 4.6 [(255)](https://www.softwareadvice.com/customer-experience/customer-frontlines-profile/reviews/) 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. Wondering if XM for Customer Experience is right for your organization? Our Customer Experience Software selection experts can help you in 15 minutes or less. ## XM for Customer Experience User Interface ## Popular XM for Customer Experience Alternatives Main Product XM for Customer Experience 4.6 [(255)](https://www.softwareadvice.com/customer-experience/customer-frontlines-profile/reviews/) Ratings Breakdown - 4.37Ease of use - 4.46Value for money - 4.64Customer support - 4.55Functionality Pricing Starting at $1500.00 per year Get Price Alternative Product [SurveyMonkey](https://www.softwareadvice.com/customer-satisfaction/surveymonkey-profile/) 4.6 [(10460)](https://www.softwareadvice.com/customer-satisfaction/surveymonkey-profile/reviews/) Ratings Breakdown - 4.61Ease of use - 4.42Value for money - 4.32Customer support - 4.46Functionality Pricing Starting at $30.00 per month Get Price Alternative Product [Jotform](https://www.softwareadvice.com/market-research/jotform-profile/) 4.7 [(2895)](https://www.softwareadvice.com/market-research/jotform-profile/reviews/) Ratings Breakdown - 4.68Ease of use - 4.46Value for money - 4.46Customer support - 4.60Functionality Pricing Starting at $39.00 per month Get Price Alternative Product [Connecteam](https://www.softwareadvice.com/hr/connecteam-profile/) 4.6 [(5266)](https://www.softwareadvice.com/hr/connecteam-profile/reviews/) Ratings Breakdown - 4.66Ease of use - 4.47Value for money - 4.61Customer support - 4.53Functionality Pricing Starting at $29.00 per month Get Price Alternative Product [Typeform](https://www.softwareadvice.com/hr/typeform-profile/) 4.7 [(968)](https://www.softwareadvice.com/hr/typeform-profile/reviews/) Ratings Breakdown - 4.65Ease of use - 4.18Value for money - 4.38Customer support - 4.49Functionality Pricing Starting at $39.00 per month Get Price Alternative Product [Mailchimp](https://www.softwareadvice.com/crm/mailchimp-profile/) 4.5 [(17627)](https://www.softwareadvice.com/crm/mailchimp-profile/reviews/) Ratings Breakdown - 4.38Ease of use - 4.36Value for money - 4.17Customer support - 4.36Functionality Pricing Starting at $13.00 per month Get Price ## 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 Confused about pricing? 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Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates. ## 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 Engagement 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 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 Scoring 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 Automation Workflow Management ## XM for Customer Experience Integrations ServiceNow Integration rated undefined from -1 review Zapier Integration rated undefined from -1 review Tray.io Integration rated undefined from -1 review Jira Integration rated undefined from -1 review Marketo Engage Integration rated undefined from -1 review Slack Integration rated undefined from -1 review See all 31 integrations ## XM for Customer Experience User Reviews Overall Rating 4.6 Ratings Breakdown 5 71% 4 24% 3 4% 2 0% 1 0% Secondary Ratings Ease of Use 4.4 Value for money 4.5 Customer support 4.6 Functionality 4.6 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. 4 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 4 Ease of use 4 Value for money 5 Customer support 5 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. Read More VR Verified Reviewer Insurance 5001-10000 employees Used monthly for more than 2 years Review source Reviewed February 2026 Qualtrics XM Survey Platform 4 Ratings Breakdown 4 Ease of use 3 Value for money 3 Customer support 5 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. Read More SR 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 3 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 3 Ease of use 3 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. Read More RC 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 4 Ratings Breakdown 3 Ease of use 4 Value for money 2 Customer support 5 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 Read More VR Verified Reviewer Banking 201-500 employees Used daily for more than 2 years Review source Reviewed October 2021 We love Qualtrics for CustomerXM 5 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 5 Ease of use 5 Value for money 5 Customer support 5 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. Read More 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 5 I have had a really positive experience with Qualtrics. When I have to draft a survey, Qualtrics is my first choice. Ratings Breakdown 3 Ease of use 4 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 Read More RP Ramya P. Verified reviewer Research 11-50 employees Used other for less than 2 years Review source Reviewed July 2021 Secure survey management platform 4 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. Ratings Breakdown 3 Ease of use 3 Value for money 5 Customer support 4 Functionality 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. Reasons for switching to XM for Customer Experience Multi-modal administration with anonymization was difficult Read More VR Verified Reviewer Research 10000+ employees Used weekly for more than 2 years Review source Reviewed September 2019 Makes surveys simple 5 Ratings Breakdown 4 Ease of use 5 Value for money 4 Customer support 5 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. Read More VR Verified Reviewer Research 201-500 employees Used monthly for more than 2 years Review source Reviewed June 2025 Great For Surveys 4 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 4 Ease of use 4 Value for money 5 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. Read More NK Nadia K. Verified reviewer Hospital & Health Care Self-Employed Used monthly for more than 2 years Review source Reviewed March 2025 Good Product 5 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 4 Ease of use 5 Value for money 5 Customer support 5 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 Read More Showing 1 - 10 of 255 Reviews [See All Reviews](https://www.softwareadvice.com/customer-experience/customer-frontlines-profile/reviews/) ## XM for Customer Experience Popular Comparisons [SurveyMonkey vs XM for Customer Experience](https://www.softwareadvice.com/customer-experience/customer-frontlines-profile/vs/surveymonkey/)[Jotform vs XM for Customer Experience](https://www.softwareadvice.com/customer-experience/customer-frontlines-profile/vs/jotform/)[Hotjar vs XM for Customer Experience](https://www.softwareadvice.com/customer-experience/customer-frontlines-profile/vs/hotjar/) [Compare All Alternatives](https://www.softwareadvice.com/customer-experience/customer-frontlines-profile/alternatives/) ## Other Top Recommended Customer Experience Software [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) **4.4** (4080) Recently recommended **2** times [SurveyMonkey](https://www.softwareadvice.com/customer-satisfaction/surveymonkey-profile/) **4.6** (10460) Recently recommended **0** times [Zoho CRM](https://www.softwareadvice.com/crm/zoho-crm-profile/) **4.3** (6978) Recently recommended **0** times [Hootsuite](https://www.softwareadvice.com/collaboration/hootsuite-profile/) **4.4** (3797) Recently recommended **0** times Stuck Between Options? 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