Receives Highest Possible Score In Client Experience And Success
Qualtrics, a leader in experience management, announced that it has been named a leader in customer feedback management by independent research firm Forrester as part of The Forrester Wave: Customer Feedback Management Platforms, Q2 2017 report.
The recognition comes as many customer experience luminaries such as JetBlue, BMW, and Home Depot have turned to Qualtrics to help run their customer feedback programs. The Forrester Wave Report focuses on customer feedback management (CFM), one core component of experience management (XM).
Qualtrics recently launched the XM Platform, which manages the four core experiences of business – customer, employee, product, and brand experience – on a single platform. The platform automatically analyzes these touchpoints, helping organizations uncover key business drivers, predict future customer needs, and retain employees and customers.
The CFM component of the XM Platform helps organizations collect feedback from customers across a variety of sources, including digital, social, and SMS. It analyses the feedback using data science, distributes insights across the organization, and helps teams act on insights.
According to the report, Qualtrics’ clients “praise the firm for being client-centric and eager to accommodate them, … appreciate the speed of innovation, [and] find being involved in the innovation process refreshing.” In addition to its rapid growth and innovation, Qualtrics was also noted for its “substantial alert routing and action planning capabilities.” Forrester pointed out that Qualtrics boosted its statistical analysis capabilities significantly with its 2016 acquisition of data science platform Statwing. As a result, Qualtrics received a score of 5 out of 5 in advanced statistical analysis.
Forrester accorded Qualtrics with the highest possible score in 13 criteria, including:
- On-demand support
- Response rates/quality and sampling
- Employee experience feedback collection
- Partner ecosystem
- Client experience and success
It was also noted that Qualtrics excels at offering wide-ranging capabilities for designing and fielding surveys and collecting feedback in digital channels and mobile apps.
“Qualtrics’ customer feedback management capabilities are a key component of Qualtrics XM Platform. It is the only technology in the world that provides a single system of record to manage all core business experiences, including the entire employee and customer experience,” said Ryan Smith, co-founder and CEO of Qualtrics. “Being recognized as a leader by Forrester is an honor, but obtaining the highest possible score on client understanding and client experience and success is the achievement I’m proudest of.”
Qualtrics achieved the highest possible score on both employee experience feedback collection and employee experience and retention. Qualtrics believes the inclusion of these categories highlights the increasing importance of combining employee experience and customer experience insights in a single system as organizations shift their focus toward total experience management.