Qualtrics named leader in employee experience platform ranking
The independent Forrester report assessed 12 service providers, examining a variety of criteria in areas including Strength of Offering and Strength of Strategy.
Qualtrics received the highest possible score across 16 different criteria, which included features such as surveys and solicited feedback, data analysis and correlation of results, privacy and confidentiality, data visualisation and dashboards, AI-driven analysis and natural language processing, as well as vision, innovation roadmap, and partner ecosystem.
The company was also rated highly on supporting services and offerings, digital exhaust and unsolicited feedback, social media and third-party data, the democratisation of insights and data, customer experience analysis and correlation, implementation and deployment, and coverage of multiple languages and geographies.
According to the Forrester report, Qualtrics "achieved above average customer feedback" and demonstrated particular strengths in its surveying tools and analytics capabilities.
The report further stated, "Qualtrics' strengths come from a rich set of surveying capabilities with myriad targeting, deployment and triggering options…[It] offers powerful analytics suitable for data scientists, with customisable dashboards and reports for business users. Qualtrics uses AI to analyse comments and to look for trends like attrition risk, while offering recommendation."
Forrester also noted Qualtrics' ongoing expansion into new capabilities: "By expanding from surveys into multichannel passive listening that produces meaningful insights from unstructured internal and external social sources, the company can offer deeper insights into employee experiences and how they relate to business outcomes."
The evaluation highlighted the ability for organisations to analyse customer and employee experiences together. The report stated, "Customers also like being able to analyse CX [customer experience] and EX [employee experience] together to spot patterns and correlations, which helps them to improve business outcomes."
Brad Anderson, President of Product and Engineering at Qualtrics, commented on the company's position in the report: "Organisations that create superior employee experiences financially outperform their competitors, and the best companies are increasingly investing in their employee experience with Qualtrics. Our recognition as a Leader by Forrester underscores for us our strong market presence and innovative AI capabilities that allow organisations to build engaged, productive, and high performing teams, increase employee retention, and enhance manager and team effectiveness."
Qualtrics' XM for Employee Experience suite is designed to help organisations collect and analyse a wide range of employee feedback, using the resulting insights to recommend and implement actions that improve factors such as engagement, satisfaction and productivity.
The AI-powered tools offered include Qualtrics Assist for Employee Experience, Comment Summaries, and Conversational Feedback components, aiming to reduce bias and provide clear recommendations compiled from employee feedback data.
The capabilities highlighted by the Forrester assessment reflect Qualtrics' growing suite of solutions developed to help businesses and governments analyse employee experience alongside broader organisational outcomes.
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