Qualtrics - Customer Experience

Brand VS Cliente

Importanza della Customer Experience

La differenza e’ nell’esperienza

Come scegliere la tecnologia adatta

Perchè Qualtrics

Business cases

Nell’equilibrio di potere tra brand e consumatori le aziende hanno sempre avuto una posizione di vantaggio.

Oggi il potere e’ passato al consumatore che ha un’accesso infinito alle informazioni ed alla scelta dei prodotti.

I clienti sono piu’ esigenti e richiedono un’ esperienza stellare in ogni interazionecon l’azienda, hanno accesso ad una moltitudine di canali di comunicazionedove pubblicizzano se la loroesperienza e’ stata soddisfacente o meno.

Brand VS Cliente

Questo cambio di potere ha fatto capire alle aziende l’importanza di garantire un’esperienza unica e positiva ai loro clienti.

Le aziende CX leaders hanno una crescita del profitto 6 volte superiore alle aziende CX laggards.(Forrester, Luglio 2015)

Con una CX superiore il cliente decide di stare con te piu’ a lungo, spende di piu’ e condivide la sua esperienza positiva.

Importanza della Customer Experience

Non basta lanciare uno studio di soddisfazione cliente 1 volta all’anno, un programma VoC ci permette di ascoltare e fare felici i nostri clienti sistematicamente in ogni interazione che abbiamo con loro.

Se i clienti non trovano quello che cercano, andranno dalla concorrenza.

Il nostro ascolto cliente deve essere sistematico, dobbiamo recuperare insights per capire cosa vogliono i nostri clienti.

Grazie a questi insights le aziende saranno in grado di migliorare la customer experience sui touch points rilevanti e soddisfare le esigenze dei clienti.

Non e’ economicamente possibile lanciare studi sistematici affidandosi ad istituti di ricerca.

E’ necessario trovare la tecnologia giusta che permetta di analizzare sistematicamente, facilmente e real time tutte le interazioni con il cliente.

Immaginate il miglior prodotto del mondo!!!

Ma i clienti...

Non lo conoscono

Non possono acquistarlo facilmente

Non possono installarlo facilmente

Non possono utilizzarlo facilmente

Non possono ottenere un aiuto facilmente

State garantendo un esperienza del cliente

sistematicamente soddisfacente?

La differenza e’ nell’esperienza

Possiamo incorporare la soluzione nel nostro sito o servizio?

Posso customizzare completamente il look& feel della piattaforma per essere in linea con le branding guidelines?

E’ facile da utilizzare, ma riesco ad elaborare anche studi complessi?

I feedback report sono real time?

C’e’ un limite sui feedback che posso raccogliere?

La piattaforma supporta l’integrazione con qualsiasi altra piattaforma di analisi esterna?

La sicurezza dei dati e’ complaint con gli standard del garante della privacy?

Come scegliere la tecnologia adatta

Perche’ Qualtrics?

E’ la piattaforma leader più utilizzata al mondo nell’elaborazione di programmi VoC. La somma di tutti i programmi VoC lanciati dai nostri competitors e’ inferiore al totale dei VoC program lanciati con Qualtrics.

Qualtrics viene continuamente migliorato ascoltando i nostri clienti.

E’ la piattaforma piu’ flessibile, customizzabile e semplice per creare una conversazione continua con i tuoi clienti.

Fare le scelte giuste diventa semplice e funzionale.

o Implementa progetti di ricerca complessi in assoluta semplicita.

o Cattura insights su qualsiasi piattaforma (website, SMS/mobile, email, etc.)

o Modifica le ricerche in autonomia senza dover chiedere il “permesso” dell’IT.

o Targhettizza il contenuto per i tuoi clienti e visitatori.

o Automatizza azioni.

o Migliora i tuoi prodotti/soluzioni.

o Lancia nuovi studi facilmente.

o Visualizza i risultati real-time tramite dashboard personalizzate.

o Condividi i tuoi reports.

o Gestisci tutti i tuoi rispondenti in un’ unica pittaforma.

ING Case Study

Challenges:- Esigenza di creare survey dinamiche complesse per supportare i cambiamenti di business.

- Poca abilita’ nel performare analisi veloci ed efficaci.- Esigenza di una piattaforma di survey efficente e veloce.

Soluzione:- Utilizzo della piattaforma Qualtrics

Risultati:- Riduzione dele tempo di elaborazione dello studio da 1 mese a 2 settimane.

- Aumento del volume di ricerche +50%- Real time feedback per tutto il management.

Bankwest were experiencing a

19% site exit on their credit

card online application form.

Based on Qualtrics data,

Bankwest redesigned the pages

to clearly show there was one

more step to complete the form

and reduced the exit rate by

48%.

Bankwest implemented Qualtrics

with Adobe Analytics integration

to improve their digital customer

experience and website

conversion rates.

Bankwest captures site

feedback at many customer

touch points across the website

customer journey in order to

make it easier to find key

information and make digital

experiences more effective,

easy and enjoyable.

Bankwest uses Site Intercept to

launch pages in hours and with

no IT support. Their website is

constantly updated with optimal

usability based on the needs of

their website visitors which

resulted in increased website

conversion and revenues.

“Qualtrics allows us to understand the ‘why’ behind website visitor behaviour”

BANKWEST + QUALTRICS

IntegrationWITH ADOBE ANALYTICS

48%REDUCTION IN EXIT RATE

Site feedbackACROSS THE DIGITAL CUSTOMER JOURNEY

ConversionCHANGES MADE IN HOURS WITH NO IT SUPPORT

EASYSITE INTERCEPT FEELS EFFORTLESS

20XINCREASE IN RESPONSE RATES

13% INCREASE IN SITE CONVERSION RATES

+8 pointsNPS GAIN

“Before Site Intercept, we only

sent 3 surveys per year

because the process was so

laborious. After Site Intercept,

we quickly realized that

gathering insights did not

require an entire team of

people like it did in the past.”

“We were only seeing about

1,000 total annual responses

from all our surveys sent

worldwide to 225 countries.

But with Site Intercept, we

received 20X more responses

in just 1 month and from just 2

countries!”

“After we switched to Site

Intercept, we were able to

immediate take action on the

data we were collecting.”

“I can’t advocate for this

product enough because it

makes life easier for me and

my team.”

©2015 QUALTRICS LLC.

“Site Intercept makes me look like a rock star.”

SAP + QUALTRICS

+13 pointsNPS GAIN IN 3 MONTHS

$3.2 MillionINCREASE IN PRODUCT REORDERS

10,000SURPRISED AND DELIGHTED CUSTOMERS

Prior to Qualtrics Vocalize, the

company didn’t have a way to

close the loop and respond to

customers’ concerns.

3.8% increase in product

reorders translates to more

than $3.2 Million in additional

revenue since launch, driven

by empowered employees who

go above and beyond.

Executives and others send

10,000 thank you notes each

month and fulfil unique

requests for everything from

pizza to sports tickets.

“We saw this huge opportunity

using Qualtrics to track and

directly respond to people’s

input.”


“I’m so delighted, you have me for life!”1 800 CONTACTS + QUALTRICS

AwardsINNOVATION IN SERVICE EXCELLENCE

$3 Billion HAIR CARE BRAND TRUSTED TO QUALTRICS

30%INCREASE IN PRECISION

10XINCREASE IN SPEED AND AGILITY

GROWTH IN REVENUE AND MARKET SHARE

Qualtrics fast-turn research

capability enables P&G

researchers and scientists to

improve and validate every

product and marketing

initiative in real-time to ensure

they meet consumer needs

prior to market launch.

Because the Qualtrics platform

is device agnostic, participants

can complete surveys on their

mobile phone, tablet or

computer. This flexibility

increases study compliance

and precision by 30 percent.

From sophisticated surveys

that are easy to program to

faster survey load times to

offline data collection,

Qualtrics enables P&G to

complete the right research in

the right way in less time than

the competition.

P&G’s partnership with

Qualtrics continues to help

create an unrivaled product

innovation pipeline and

continuously design better

products that delight

consumers and create

profitable share growth.


“Wrong decisions can cost millions.Qualtrics helps us get it right.”

PROCTER & GAMBLE + QUALTRICS

360 Impact EMPLOYEE ENGAGEMENT DRIVES BUSINESS RESULTS

91%PARTICIPATION RATE

Teams are up to 30% more

productive, have one third less

turnover and 62% fewer safety

issues. “We quantify how

measuring employee

engagement over time impacts

business results.”

7,774 surveys, 12,031

comments, and 400+ manager

scorecards.

“Qualtrics makes it easy for

our dashboards and metrics to

be accessible and digestible

for the right audience.”


Tesla Accelerates Employee Engagement and Disruptive Innovation with Qualtrics

TESLA MOTORS + QUALTRICS

AwardsEMPLOYEE ENGAGEMENT RECOGNITION

Tesla was recognized as “The

Most Innovative Company in

the World”. “Every Tesla

employee feels a strong

connection to our mission and

purpose. This is the magic of

employee engagement.”

11,000EMPLOYEES FROM JUST 400 FIVE YEARS AGO

Tesla’s organization is growing

fast. This makes each year more

complicated than the last to run

employee assessments. Using

Qualtrics, Tesla delivers

sophisticated assessments with

actionable results in real-time.

+13 PointsNPS INCREASE

$300MANNUAL SAVINGS

10 Years JD POWER AWARDS FOR CUSTOMER EXPERIENCE

$100MANNUAL INCREMENTAL REVENUE FROM CX GAINS

Using A/B testing of new touch

points, new questions, new

surveys, and new ways to

reach their passengers,

JetBlue’s improved CX

increased NPS dramatically.

Using Qualtrics, JetBlue

combined relational data

(brand purchase drivers) with

transactional data (experience

and satisfaction) to pinpoint

their biggest impact areas and

save costs.

Customer satisfaction, net

promoter score, market

research and operational data

combine to create award

winning customer experiences

for JetBlue.

In calculating the ROI of their

program, they’ve attributed

nearly $100 million in

increased revenue to

delivering a better customer

experience.


JetBlue Switched to Qualtrics and Increased NPS by 13 Points in One Year

JETBLUE + QUALTRICS


Alcoa Realized a 13-Point Gain in NPS and 2:1 ROI Using Qualtrics Technology

ALCOA + QUALTRICS

$24 BillionCOMPANY ENTRUSTED TO QUALTRICS VOCALIZE

2:1 ROIDRIVEN BY 50% COST EFFICIENCY AND SPEED

13 PointsINCREASE IN NPS

ImpactON CULTURE AND CUSTOMERS

With 90% of all alloys flying on

today’s aircraft coming from

Alcoa, the company needed an in-

house B2B CX solution tailored to

enable Alcoa to identify and

improve meaningful areas of

impact across the customer

journey with speed and precision.

By bringing much of its CX

program in-house, Alcoa has been

able to reduce costs by 50%

compared to their previous

program. Alcoa also reduced the

time from data collection to

taking action by two months.

Alcoa gained a 13-point improvement in NPS after

switching to Qualtrics – achieving the corporate target

for the first time – driven by actionable quantitative and

qualitative CX insights not previously available at scale.

“In-sourcing the project

management, survey execution,

and analysis of Alcoa’s CX Survey

Program was critical in driving a

customer centric culture.

Collaboration, speed, agility, and

real-time reporting have also

been critical.”

97% SHOWED IMPROVEMENT IN LEADERSHIP SKILLS

86%POSITIVE IMPACT TO AFRICAN BUSINESSES

96% POSITIVE IMPACT TO MICROSOFT EMPLOYEES

“WITHOUT THE QUALTRICS PLATFORM, WE WOULD NOT HAVE BEEN ABLE TO ASSESS OUR IMPACT.”

Microsoft used Qualtrics

technology to validate initiative

effectiveness, including 97% of

participants who reported

MySkills4Afrika led to positive

developments in their leadership

skills and competencies.

86% of those involved in

MySkills4Afrika confirmed that

the program has helped resolve

critical challenges related to lack

of access to business skills and

technology.

96% of volunteers confirmed that

MySkills4Afrika positively

impacted their understanding of

the opportunities for Microsoft

within Africa and changes in

Microsoft’s go-to-market strategy

for Africa.


Scaling Access to Skills and Softwarefor Millions in Africa

MICROSOFT + QUALTRICS

18%INCREASE IN BRAND VALUE SINCE 2014

#11 → #9MOVED UP 2 RANKINGS IN 2 YEARS

10XINCREASE IN SPEED AND AGILITY

ValueAS A SCALABLE INSIGHTS PLATFORM

“Just as we track financial

performance, we also monitor

how our brand is performing in

the marketplace.” After switching

to Qualtrics in 2014, HP’s brand

value increased 18% despite

intense competitive pressures.

“The HP brand is one of our

most valuable assets. It is who

we are and what we stand for.

With Qualtrics, we not only

have the insights to protect our

brand value, we’re building the

future success of HP.”

“We’ve increased the speed

and agility with which we

conduct our ongoing HP Global

Brand Strength study across

key audiences in 10 countries

while providing key insights for

growing HP’s brand value.”

HP can now better identify and

track brand strengths,

weaknesses, opportunities and

threats and address priority

areas with laser focus better

than ever before.


“With Qualtrics, we have better than ever visibility to our customers and brand KPIs.”

HP + QUALTRICS

DEEPER AND MORE HOLISTIC AUDIENCE INSIGHTS

30% HIGHER SITE CONVERSION

+10 Points INCREASE IN NPS

Double DigitINCREASE IN BRAND AWARENESS

“We collect a ton of data that

provides us with consumer

insights to help us better

profile our audience on what

they watch, when, how much

they watch, which platforms

they use, and why.”

“Since advertisements are a

primary source of revenue,

we’re in a stronger position

when our site conversion

metrics beat competition.”

“The NPS data provided by

Qualtrics helps our product

teams to understand what our

consumers are currently

thinking about our brand, the

extent that they are willing to

recommend us to others, and

how we can improve our

products for the future.”

“Qualtrics insights have

resulted in successful new

product launches, increased

revenue, and double digit

increases in awareness, all of

which help to position CBS

Interactive competitively in the

digital marketplace.”


“Qualtrics drove millions in ad revenue, and double digit increases in brand awareness.”

CBS INTERACTIVE + QUALTRICS

A great partnership between two super passionate companies

A big "thank you" to everybody at Qualtrics for all the hard work in creating this new, cutting edge, and exciting platform for us here at Under Armour. You guys created a custom platform for us built on the solid foundation of Research Suite and Target Audience. The outcome is much more than that for us, it's like one plus one equals three. This is going to be where the Under Armour field testing team spends our working hours, creating and tracking projects, creating and sharing surveys, recruiting, storing, searching, and rating our testers and users, and ultimately improving our product based on feedback straight from the consumer's mouth to product development's ears. And even more exciting for us is the efficiency it's bringing to our entire team. It's also driving innovation through analytics. We're doing hundreds and hundreds of tests a week and making that data actionable to the business. We're going to roll this out globally. If we're going to roll out Fit amongst all of our manufacturers around the globe, we're going to be firing it up with Qualtrics. This is a great partnership between two super passionate and very fast growing companies, so it's been really exciting working with you guys. At Under Armour, we're not called coworkers. We're all called teammates and I feel like that kind of extends onto the family that we have in Provo.

- Brian and Andrew, Under Armour

“With the Qualtrics teammates in Provo, it’s like one plus one equals three.”

UNDER ARMOUR + QUALTRICS

Qualtrics helps deliver better passenger experiences at sea, on land and online.

ROYAL CARIBBEAN + QUALTRICS

Cruise line of the Year & Most preferred brand

"Since we started using Qualtrics in 2009, we’ve increased our ability to create and deliver better passenger experiences at sea, on land and online. Qualtrics is our go-to tool for actionable insights on everything from segmentation to advertising to loyalty research. We love that the platform is flexible enough for simple surveys but powerful enough to let us push the boundaries of innovative research methodologies. With these insights, we're better able to challenge the misconceptions travelers have about the cruise industry. And we're better able to create adventures that inspire and excite our travelers as technology and expectations evolve. With the help of our partnership and the insights we've applied to our business, our overall awareness and preference has reached an all time high among those who have never cruised, and we remain themost preferred brand among current cruisers. These combined insights have played a role in our being named "Cruiseline of the Year".

For what we use it for, no other tool or platform is as powerful, effective or as easy to use for gaining fast insights. For example, a project that I'm particularly proud of was our recent TV advertising testing we performed using Qualtrics. They coordinated with multiple partners to crank out 2,500 responses in an unbelievable 31 hours! We were able to understand everything from consumers’ ability to remember ads, to being able to link it correctly to our brand, to understanding the overall message we are trying to convey (and of course motivate them to take a cruise!). It was because of this ability to quickly test ads that we were able to fine tune our advertisements into the award-winning commercials you see on TV today such as "Come Seek". As a result, we have been able to successfully launch a national campaign that is showing a significant positive increase in bookings and revenue as well as brand perceptions that no other cruise line offers a better experience than Royal Caribbean."

- Kristina Murray, Royal Caribbean

40% FASTER RESPONSE TIMES

30%INCREASE IN CONVERSION RATES

10% INCREASE IN ENGAGEMENT RATES

REVERSED NEGATIVE PRESS TRENDS AND GENERATED POSITIVE PRESS

Qualtrics technology helped

create faster and easier

experiences for millions of

healthcare seekers on the

highest volume healthcare

website in the world.

Qualtrics collected website

feedback from 130 million

individuals using site-specific

targeted surveys to make

changes in real-time and

dramatically improve site

conversion.

Better experiences translate to

higher engagement and

satisfaction which increased

registration numbers.

Press coverage for

HealthCare.gov has virtually

done a 180 from negative to

positive – driven largely by the

insights from Qualtrics

solutions.


10 Million Registrations Made Fast and Easy by Qualtrics

HEALHCARE.GOV + QUALTRICS

+43 pointsHUGE INCREASE IN NET PROMOTER SCORE (NPS)

96,000NEW ACCOUNTS BRINGING $9.3B IN ASSETS IN 2015

50% FASTER RESEARCH FOR 70% LESS COST ON 2-5X VOLUME

IntegrationWITH SALESFORCE AND OTHER APPLICATIONS

“Qualtrics makes all the difference. They make our

entire organization more efficient, agile and smart.”

-Richard Shakarchi, Director of Market Research

“We turned our focus to customer-facing enhancements, providing a series of new tools

and revamped functionality across our site, trading platform,

and mobile apps. E*TRADE is in a better position than it has ever been,” -Paul Idzik, Chief Executive Officer.

“With Qualtrics, E*TRADE executes five times the amount of advertising

research—and we do it in half the time for less than one-

third the cost. We can’t afford to wait weeks for reports.

Qualtrics drives efficiency!”

“With Qualtrics, now we can consolidate all our voice of the customer data into a single location by integrating with Salesforce.com.”


“Qualtrics makes our entire organization more efficient, agile and smart.”

E*TRADE + QUALTRICS

15%INCREASE IN CUSTOMER RETENTION

2XIMPROVEMENT IN VOC CAPABILITY

25%INCREASE IN PROFITABILITY

$100KCOST SAVINGS PER STUDY OVER PREVIOUS VENDOR

After switching to Qualtrics,

Citrix has turned insights into

action and increased customer

retention 15% along with

profitable behavior among target

customers at key touch points in

the journey.

With Qualtrics, our customer

listening posts not only provide

a continuous pulse on our

customers but provide tools

with twice the predictive power

to spot trends so we can act

on them almost immediately.”

Customer experience insights

from Qualtrics surveys have

led to optimization studies that

allowed Citrix to increase

prices on key products by up to

25% with no loss in volume or

customer satisfaction.

Compared to outsourced

consultants we used

previously, we can now do

technically advanced

quantitative studies in-house,

saving over $100K per study

and in half the time.


“With Qualtrics, our customer listening posts let us immediately act on insights.”

CITRIX + QUALTRICS

300QUALTRICS USERS

10XIMPROVEMENT OVER PREVIOUS SOLUTION

B2B2CRESELLER/PARTNERSURVEYS

Value AddPARTNERS LOVE SITE INTERCEPT

Autodesk has over 200 users

of Qualtrics who are survey

authors and about 100 more

who are survey viewers.

“We’ve made huge leaps

forward using Qualtrics in our

platform for surveys at

Autodesk. The targeting and

real-time reporting with Site

Intercept is awesome!”

“We ask customers about our

resellers using Site Intercept

and transactional triggered

surveys on resellers’ sites so

that we can continue to

improve that relationship.”

“We show the value our

resellers will get from Site

Intercepts surveys. It would be

very costly for them to pay a

3rd party vendor, so we provide

that value added service and

they love it.”


“Qualtrics helps us understand what our customers have to say in real-time.”

AUTODESK + QUALTRICS

7 pointsINCREASE IN NET PROMOTER SCORE

Swiss Re increased NPS by points in 6-months and grew overall customer satisfaction by as much as 27%. “With Qualtrics, our NPS has risen every year and closing the loop is now a seamless process.”


“With Qualtrics, NPS has risen every year and closing the loop is now seamless.”

SWISS RE + QUALTRICS

37%INCREASE STOCK PRICE SINCE 2013

“The value in having a web based, affordable, highly secure insight platform that gives us 24/7 access to data with an intuitive interface where literally anyone can become an expert user in minutes is such a tremendous value to our entire organization.”

90%DECREASE IN RESEARCH COSTS

“The data from Qualtrics’ surveys remains the IP of Swiss Re to use and refer to in perpetuity. Plus the number of surveys that we can do is unlimited with Qualtrics, which means that the pace of developing actionable insights for our org has grown exponentially, limited only by our internal capacity.”

5XINCREASE RESEARCH SPEED & PRODUCTIVITY

“Qualtrics technology was the only solution that met 100% of Swiss Re’s requirements. We’ve increased research speed up to 5X over previous solutions, increased research productivity by 2-3X, and increased research flexibility & control by 100% over full-service solutions.”

8 pointINCREASE IN NET PROMOTER SCORE

“America First Credit Union has to provide the best possible experience to its members every day. Qualtrics allows us to act quickly on real-time feedback better than any other insights tool we’ve ever used.” -VP Service Quality


“With Qualtrics, insights become action in real-time across our entire organization.”

AMERICA FIRST CREDIT UNION + QUALTRICS

$14MINCREASE IN REVENUE IN 12-MONTHS

Increased revenue by over $14M in 12-months, driven in part by insights acted upon from Qualtrics data which provided organization-wide understanding of member needs and expectations.

50%DECREASE IN COSTS + IMPROVED KPI VISIBILITY

AFCU reduced survey and overhead costs by 50% by implementing a single, enterprise research platform, and integrating Qualtrics with Tableau to give all 114 branch managers a performance dashboard. As a result, they’ve gained better-than-ever visibility to the KPIs needed to grow.

5XHIGHER RESEARCH SPEED & 3X PRODUCTIVITY

“As a result of Qualtrics, today every one of our branches has the data they need to know exactly what to do to increase their promoters and drive up their NPS. That’s making a real impact for our entire organization. It’s a perfect example of insights to action.”

200 millionPASSENGERS PER YEAR

17 of 20 yrsNORTH AMERICA’S LEADING AIRLINE

88,000EMPLOYEES

350DESTINATIONS IN 50 COUNTRIES

Qualtrics’ dynamic, interactive

CXM platform gives the world’s

largest airline the ability to

measure and improve customer

experiences for 200 million

passengers worldwide.

AA has been named North

America’s Leading Airline 17

times in the past 20 years.

AA employees rely on Qualtrics

data to continuously monitor and

ensure positive and unforgettable

customer experiences, from ticket

purchases to on-time departures

to in-flight and post-flight

experiences.

Together with regional partners,

AA operates an average of nearly

6,700 flights per day to 350

destinations in more than 50

countries.


World’s Largest Airline Adopts Qualtrics to Improve CX for 200 Million Passengers

AMERICAN AIRLINES + QUALTRICS

#1WORLD’S LARGEST INSURANCE COMPANY

SatisfactionWITH PHENOMENAL CUSTOMER EXPERIENCES

PartnershipFOR SUCCESSFUL OUTCOMES

Allianz, the world's largest

insurance company and the

largest financial services

company, chose Qualtrics as

it’s VoC partner for customer

experience management.

“I have worked with many

vendors throughout my career,

and the level of ownership and

quality execution that we have

experienced is truly second to

none.”

“We definitely will continue

using Qualtrics. Our

partnership has been an

enormous success.”


Qualtrics Helps Allianz Deliver Customer & Employee Solutions from A to Z

ALLIANZ + QUALTRICS

150,000EMPLOYEE INSIGHTS

Endorsed by the CEO, Allianz

partners with Qualtrics to

conduct its annual Employee

Engagement Surveys.

101%FUNDING GOAL ACHIEVED VIA KICKSTARTER

400%INCREASE IN AWARENESS + GLOBAL SALES GROWTH

10XINCREASE IN SOCIAL MEDIA REACH & ENGAGEMENT

$35KSAVED PER RESEARCH STUDY VS. OTHER VENDORS

“With Qualtrics data in hand, we launched a Kickstarter campaign with a high degree of confidence and raised 101% of our funding goal in less than one month. Soon thereafter, we successfully launched the company and earned positive press for our innovative products designed for women.”

“Even though we are a startup,

after Qualtrics helped us understand our target audience

and market, we saw awareness

and sales pick up internationally in Australia,

the UK, Singapore and elsewhere.” – Kelly Williams,

MotoChic Gear

“We've gotten some fantastic reviews from top motorcycle magazines and travel sites,

like this one: ‘I think your bag is the best I’ve ever seen…plus

it’s made by a female who knows what a female likes

and needs.’” - Valerie Thompson, 7x Land Speed

Record Holding Motorcyclist

“We’re data-driven but cost-conscious. So I very much appreciate having a tool like Qualtrics, which is user friendly and powerful for validating what our customers want. It’s the best insight platform on the market.” – Debra Chin, CEO


“Having the right data, at the right time, from the right audience makes all the difference.”

MOTOCHIC GEAR + QUALTRICS

40%REDUCED RESEARCH COSTS

100%INCREASE IN FLEXIBILITY

Revenue upINCREASED PAGE VIEWS AND AD IMPRESSIONS

Integration WITH ADOBE ANALYTICS DELIVERS HIGHER ROI

“By using Site Intercept, we can

do our own tests in-house, and

also present new site content or

promotional materials without

having to use ad space, which is

like getting free real estate on a

site.”

“Qualtrics Site Intercept gives

us the flexibility to change our

website on the fly, whether

responding to breaking news

or highlighting top stories. We

can provide website visitors

with targeted and relevant.”

“After we switched to Site

Intercept, we were able to

immediately take action on the

data we were collecting which

drove up page views,

impressions and revenue.”

“We capture different layers for

each of our sites, and Site

Intercept integration with Adobe

Analytics gives us more

flexibility beyond targeting by

browser and URL.”


“If you capture it, you can target against it. It’s amazing what you can do with Site Intercept.”

COX MEDIA GROUP + QUALTRICS

Site Intercept allows us to capture customer feedback to improve our customers’ digital experiences, send targeted messages and promotions that add value and inspire trust, and convert insights into revenue-generating customer behaviors. Site Intercept drove 20% incremental revenue from product sales during promotions

20%INCREMENTAL REVENUE

Investor’s Business Daily needed to better understand target customer wants and engage prospective and existing customers with more value-adding experiences to add new customers and retain/upsell existing customers. Site Intercept feedback drove 33% increase in conversion rates for webinar registrations.

33%INCREASE IN CONVERSION RATES

“After switching to Qualtrics,we saw a 10X increase in engagement.”

INVESTOR’S BUSINESS DAILY + QUALTRICS

When we run acquisition campaigns with promotional offers to customers who aren't currently subscribing to a certain product, we can target customers by up to 20 variables to serve up the content and offers that are most relevant. Site Intercept enabled an incremental 21% in geo-targeted events.

Site Intercept drives our ongoing training registrations, and those convert at a 10X times higher rate. Using Site Intercept, we can also identify customers who are on a trial and immediately adapt our cross-sell strategy to promote relevant free product training to increase conversion rates for full subscriptions.

21%INCREMENTAL INCREASE IN GEO-TARGETED EVENTS

10XINCREASE IN CONVERSION RATES AMONG TARGET

An Indispensable Tool for 38,000 Students Doing Sophisticated Research with Qualtrics

UNIVERSITY OF COLOGNE + QUALTRICS

University of Cologne

50% FasterSURVEY SET-UP AND DEPLOYMENT

PowerfulAND SOPHISTICATED SUITE OF CAPABILIITIES

IntuitiveAND USER-FRIENDLY INTERFACE

Cologne students and

professors reduced their

overall research time by

approximately 50 percent

when using Qualtrics, due to

automated research processes

during setup and deployment.

“The flexibility and power of

the Qualtrics solution enables

our students and faculty

researchers to incorporate

email triggers, panel triggers,

complex branching,

randomization, and other

sophisticated applications.”

“The user interface is so easy

to learn that anyone can

design and deploy a survey

faster and in greater detail

than any other solution

available on the market.”

24/7WORLD-CLASS SUPPORTTEAM READY TO ASSIST

“We were looking for a solution

that provided excellent

customer support. The

Qualtrics team provides world-

class support 24-hours a day

to our University research

team.”

60%IMPROVEMENT IN PRODUCT ROADMAP

2XINCREASE IN CUSTOMER CENTRIC DATA

75%OF CUSTOMERS NOW INA REFERAL PROGRAM

Prior to Qualtrics, Zenshifts

didn’t know what product

features were important to

their clients, now they do and

as a result, 60% of their

product roadmap has been

changed to better meet

customers needs.

Zenshifts now gives customers a

voice through Qualtrics using

post purchase surveys to

understand why customers

purchased and collect

customers’ feedback.

With Qualtrics, Zenshifts has

been able to develop a referral

program where every customer

who is an NPS promoter is

asked to join their referral

program and as a result referrals

now make up 75% of Zenshifts’

customer base.

“We needed an online platform

which was sophisticated, yet easy-

to-use so we could be agile in how

we obtained customer feedback

and effortlessly develop reports

which could be shared and

analysed with all stakeholders”


EasyPOWERFUL SOFTWARE THAT ANYONE CAN USE

“Qualtrics allows us to get our product roadmap in line with our customer needs.”

ZENSHIFTS + QUALTRICS

20,000PEOPLE REACHED PER WEEK

Real-time REPORTING

Fifth Dimension moved to

Qualtrics to meet their

comprehensive needs for

today and for the future.

Qualtrics is the only platform

which allows Fifth Dimension

to conduct their large amounts

of market research.

Fifth Dimension is running a

number of market research

studies at any point in time for

their clients. With Qualtrics

they are able to provide real-

time reporting to their clients in

stakeholder dashboards

customised for their needs.

Due to the flexibility and ease-

of-use of Qualtrics, Fifth

Dimension were able to set up

a live stakeholder dashboard

in just two days allowing them

to offer a better service to their

customers.

Due to the fast successes Fifth

Dimension has had with

Qualtrics, they are now looking

at how they can expand and

enhance their offerings to

customers and drive more

revenue.


Enhanced AND EXPANDED OFFERINGS TO ACCELERATE SUCCESS

Strategic insights firm chooses Qualtrics to reach 1.7 million people in 12 months.

FIFTH DIMENSION + QUALTRICS

EasySOPHISTICATED SOFTWARE FOR EVERYONE

With Qualtrics St John of God

Healthcare is able to action on

the insights gained. There

have been over 120 tangible

business changes which have

been implemented back on the

feedback from the divisions.

St John of God Health Care is a

leading provider of

private hospitals, pathology,

home nursing and social

outreach services, throughout

Australia, New Zealand and the

wider Asia-Pacific region. They

operate 16 hospitals and have a

total of 2,488 beds.

“The Qualtrics platform is key to

engaging with our divisions and

ensuring we are constantly

improving our support and service.

Qualtrics allows us to gain fast

insights and act on the insights

gained to improve our business

and ultimately provide a better

internal customer experience.

St John of God Healthcare is

now looking at expanding the

platform to be used externally

by the divisions to obtain

feedback from their patients

and specialist medical

practitioners.


“Qualtrics allows us to gain fast insights to improve our business & customer experience.”

ST JOHN OF GOD HEALTHCARE + QUALTRICS

#1HEALTHCARE PROVIDER

120+BUSINESS CHALLENGES IMPLEMENTED

Top resultsFROM FAST AND ACTIONABLE INSIGHTS

GrowthEXPANDING TO PATIENTS AND SPECIALISTS

Bankwest were experiencing a

19% site exit on their credit

card online application form.

Based on Qualtrics data,

Bankwest redesigned the

paged to clearly show there

was one more step to complete

the form and reduced the exit

rate by 48%.

Bankwest implemented Qualtrics

with Adobe Analytics integration

to improve their digital customer

experience and website

conversion rates.

Bankwest captures site

feedback at many customer

touch points across the website

customer journey in order to

make it easier to find key

information and make digital

experiences more effective,

easy and enjoyable.

Bankwest uses Site Intercept to

launch pages in hours and with

no IT support. Their website is

constantly updated with optimal

usability based on the needs of

their website visitors which

resulted in increased website

conversion and revenues.

“Qualtrics allows us to understand the ‘why’ behind website visitor behaviour”

BANKWEST + QUALTRICS

IntegrationWITH ADOBE ANALYTICS

48%REDUCTION IN EXIT RATE

Site feedbackACROSS THE DIGITAL CUSTOMER JOURNEY

ConversionCHANGES MADE IN HOURS WITH NO IT SUPPORT

From Listening to Taking Action,Qualtrics Makes VoC Matter for Ricoh

RICOH + QUALTRICS

20%IMPROVEMENT IN SATISFACTION SCORES

95%ISSUE RESOLUTION SATISFACTION RATE

VisibilityIN REAL-TIME TO SURVEY RESPONSES & PROFILES

Customer Loyalty Index was

created from listening posts is

now shared across the

company as a vital customer

metric in the company

dashboard, with the data

integrated into corporate and

functional goals.

Immediate concerns are

routed in real-time to the

Customer Relations team,

which immediately contacts

customers, and logs and

tracks issues through

resolution.

Instant visibility to loyalty data

empowers sales reps with the

data to act on immediate

customer growth and retention

opportunities.

IntegrationBETWEEN RESEARCH SUITE & CRM SOLUTION

“To fuel customer satisfaction,

increase follow-up and track

activities, Ricoh will integrate

Qualtrics Research Suite with

its CRM solution.”

Real-timeDATA –BASED DECISION MAKING FOR EXECS

90%RESPONSE RATES DRIVE REAL BUSINESS CHANGE

UnlimitedEMPLOYEE TIME OFF AS A RESULT OF FEEDBACK

OneINSIGHT PLATFORM TO CONSOLIDATE RESEARCH

With Qualtrics, Twilio is

accelerating its goal to reinvent

cloud communications by

consolidating customer and

employee insights onto a single

insight platform.

We’re helping to drive real

business changes based on

customer and employee

insights. With high responses

rates, we have the data

needed to help optimize the

merging of web services,

telecom and cloud computing

Happy employees make for

better customer experiences

make for happier customers.

As a result of employee

feedback from Qualtrics

surveys, employees at Twilio

now have unlimited time off.

And yes, they’re very happy.

Less anecdotes, more facts.

Less waiting, more acting.

Real-time data from Qualtrics

is engrained into Twilio culture,

which is a massive competitive

differentiator in the market.


“Because of Qualtrics, our customer experience is exponentially better.”

TWILIO + QUALTRICS

Marketing

Qualtrics - Customer Experience