Qualtrics Named a Leader in The Forrester Wave: Customer Feedback Management Solutions, Q4 2024

The Forrester Wave^TM: Customer Feedback Management Solutions, Q4 2024 is here, and we’re thrilled to announce that Qualtrics has been named a Leader among the top vendors evaluated. In this report, Forrester analyzes and ranks software solutions in the CFM sector, evaluating current offerings, strategy, and customer feedback.

A powerful feedback platform is essential for customer insights

In today’s fast-paced market, making the most of customer feedback is essential for companies that strive to provide great experiences.

Customers now expect their feedback to lead to timely and meaningful actions, so responsiveness is a must-have to improve experiences across all touchpoints, whether online or in-store. And when choosing a provider, it’s important to select an experience management partner with proven velocity and innovation.

Advanced platforms that leverage AI analytics have changed the way businesses analyze feedback, helping them meet customers where they are.

As the amount and variety of feedback grows, turning customer data into effective actions can be challenging. However, top platforms make this easier by transforming complex feedback into straightforward insights that guide actions.

By using these powerful tools, businesses can create personalized experiences that exceed customer expectations, leading to increased loyalty and revenue.

According to the Forrester report, here are some of the attributes that position Qualtrics as a leader in the customer feedback management sector.

• “Qualtrics strives for a self-service platform and offers a strong community strategy to help clients help themselves and each other via crowdsourced solutions.”
• “GenAI features on the roadmap are poised to help clients summarize and understand unstructured feedback.”
• “Reference customers appreciate the flexibility and self-service features
  and are excited for genAI features for CX to become available.”
• “Qualtrics is a good choice for enterprises that are looking for a technology-focused partner that provides a flexible solution and DIY program controls.”

Here’s a look at what’s coming next

At Qualtrics, we’re continuously improving our tools to help companies ensure that no interaction with their brand goes unnoticed.

We've made a significant investment in our Success Package which equips companies with technical support, training, strategic advisory, program optimization, implementation, and managed services. These services have been embraced by over 85% of our clients, leading to an impressive 93% customer satisfaction score in 2024.

Behind this success is a dedicated team of over 700 professionals worldwide. Their expertise and commitment to excellence ensure that we continually enhance our support model to better meet our clients' evolving needs. We understand that each organization has unique challenges and goals, and we are dedicated to helping our clients mature their programs and achieve their objectives.

As we move forward, we remain committed to investing in our services and support to empower our clients. Being named a leader in Forrester’s report is a reputable recognition that businesses can confidently rely on Qualtrics to transform customer experience into a competitive advantage.