Real-World Case Studies and Customer Success Stories with Qualtrics CoreXM

Qualtrics helped Kerry conduct 60% more research in-house. The consumer insights team now sets up surveys 50% faster than before.... Kerry uses Qualtrics Research Services to get real-world data for concept testing. The platform lets them deliver high-quality insights to both large brands and small businesses. Kerry values the dedicated support and industry expertise from Qualtrics.
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Electrolux used Qualtrics to gather fast customer feedback and improve in-store experiences. They added experience data to their operational data... to better understand customer needs. By focusing on short attention spans, they improved their in-store communications. Qualtrics helped them find and fix issues in the product registration process, leading to more registrations. The company also changed its structure to make customer experience a core part of its brand strategy.
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Qualtrics helped Dia, a large Spanish supermarket chain, put customers first. Dia used Qualtrics to collect real-time feedback from loyalty... card users through their app. Store managers received actionable insights and could follow up with unhappy customers within 48 hours. In just six months, Dia increased its NPS by 8 points and identified 67 pain points in the customer journey. Employee bonuses are now tied to customer satisfaction.
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Qualtrics helped Delivery Hero boost its transactional NPS by up to 30% in one year. The company used CustomerXM to... map customer journeys and gather feedback at every touchpoint. Advanced analytics identified key drivers of satisfaction and areas for improvement. Delivery Hero rolled out role-based dashboards to empower staff in 39 countries. Customer service teams now act quickly on insights, leading to higher customer loyalty.
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Chobani used Qualtrics Experience Management to launch new products in Australia. The platform helped Chobani capture feedback at every stage... of the product lifecycle. Chobani quickly tested product concepts and tailored marketing based on real-time data. This led to faster research, increased market share, and recognition as a top yogurt brand. Qualtrics enabled Chobani to identify consumer trends and fill market gaps.
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Shake Shack used Qualtrics to understand what makes their food craveable and improve products and marketing. With Qualtrics, they linked... customer experience and brand metrics to manage cost pressure and grow revenue. Insights from Qualtrics helped them rename and reposition products, leading to higher sales. Their Hot Ones Chicken Sandwich drove the largest visitation rate from new and lapsed guests. Shake Shack doubled the percent of category units sold for average limited time offers and saw a 30% increase in likelihood to recommend.
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Imperfect Foods used Qualtrics Experience ID to improve its customer experience. The company connected feedback and transactional data for a... full view of the customer journey. Within three weeks, it captured 100% of active customers in detailed profiles. This led to fewer complaints and better personalized service. The team used insights to fix packaging issues and refine email marketing.
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Olam International used Qualtrics EmployeeXM to improve employee engagement and experience across 60+ countries. The platform gave 2,000 leaders real-time... insights and scorecards, helping them act quickly on employee feedback. Olam integrated EmployeeXM with SAP SuccessFactors for seamless onboarding. During the COVID-19 pandemic, Olam rapidly identified and delivered needed support to employees. Real-time data and expert support from Qualtrics helped Olam launch programs fast and cover its global workforce.
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Qualtrics helped Mercado Libre boost NPS by 15 points and raise employee engagement to 85%. Mercado Libre used Qualtrics to... collect feedback from buyers, sellers, and employees across Latin America. They switched to WhatsApp surveys, increasing seller response rates from 2% to 25%. Insights led to faster warehouse check-ins and easier access to live support. The company also improved employee retention and candidate experience using Qualtrics EmployeeXM.
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Shake Shack used Qualtrics to understand what makes their food craveable and improve products and marketing. With Qualtrics, they linked... customer experience and brand metrics to manage costs and grow revenue. Insights from Qualtrics helped them rename and reposition products, leading to higher sales. The Hot Ones Chicken Sandwich drove the largest visitation rate from new and lapsed guests. Shake Shack doubled the percent of category units sold for average limited time offers and saw a 30% increase in likelihood to recommend.
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Yamaha uses Qualtrics to run hundreds of rapid research studies during product development. The platform helps Yamaha catch potential misfires... before prototypes are finished or products go to market. With Qualtrics, Yamaha resolved design questions for the Montage keyboard in less than a day, gathering 400 customer responses in hours. This led to a 2X increase in rapid research and helped Yamaha win industry awards and achieve #1 best-selling keyboards.
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LIXIL used the Qualtrics Experience Management Platform to improve both employee and customer experiences. By digitizing engagement programs, LIXIL achieved... a 10% increase in employee engagement within five months. The company also sped up insights delivery by six times, completing processes in weeks instead of three months. Qualtrics CustomerXM and EmployeeXM enabled real-time feedback and analysis, helping LIXIL tailor services and boost customer lifetime value. Leaders now access actionable insights quickly, driving a culture of improvement across the business.
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Tetra Pak used Qualtrics to speed up customer research by 300%. They reduced survey length from 48 to 8 questions... and made them mobile friendly. Teams now use role-based dashboards to see relevant feedback and act quickly. Follow-up with detractors dropped from 15 days to 48 hours. The response rate reached 55% from over 1,000 customers in the first year.
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Stanford Health Care used Qualtrics to modernize patient experience. They processed 600,000 survey responses and cut open complaints and grievances... cases by 30%. Patient satisfaction survey response rates rose by about 10%. Over 90% of patients now respond to digital surveys within seven days. Stanford Health Care and Qualtrics co-developed a predictive experience platform to scale improvements across healthcare.
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Qualtrics helped Epsom and St Helier University Hospitals NHS Trust improve patient experience during a period of major change. The Trust used... Qualtrics to gather feedback at every stage of the patient journey. They identified and closed experience gaps in patient care, especially for urology patients. The Trust improved communications, transport bookings, and post-surgery information. Over 1,000 patient responses led to new, patient-driven service improvements.
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Qualtrics helped Change Healthcare spot at-risk accounts and boost customer retention. By combining CRM and Voice of the Customer data,... Change Healthcare built a modern CX program. The company improved its ticket-resolution rate from 65% to 90% in one year. Loyal customers increased their spend 13 times faster than less satisfied ones. Change Healthcare saw a 39% increase in case resolution and reduced customer attrition.
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Qualtrics helped Elevance Health unify over 10 million member signals each year. The AI-powered platform created a real-time, 360-degree member... view. This let Elevance Health spot at-risk Medicare members quickly. They saved 3,700+ members from disenrolling and cut voluntary disenrollment by 50%. The solution improved 8 CAHPS measures and drove $19 million in Stars value.
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Zoetis used the Qualtrics Employee Experience platform to help 120 veterinary practices fight burnout and improve team wellbeing. The REVAMP initiative... let vets share feedback and spot stress points using mobile surveys and AI-powered insights. Practice leaders could quickly assess culture and take action to support staff. The project aimed to reduce workplace stress and boost fulfillment for veterinary teams. Zoetis partnered with Qualtrics to deliver these tools and insights across its network.
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Ocean County Health Department used Qualtrics to reach more at-risk families. They automated feedback collection for a childhood development program.... This freed up staff to focus on care. The team gained better insights into diverse community needs. They improved care delivery and could directly message 165,000 residents. Qualtrics helped them identify children needing intervention.
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Intermountain Health used Qualtrics to unify patient, consumer, and caregiver feedback. They mapped every touchpoint in the healthcare journey and... created a Consumer Experience Index. Over 1.1 million responses were collected across clinical visits, website, and calls. High-performing teams saw a greater sense of belonging and fewer workplace injuries. Leader well-being rose above the 90th percentile globally. The platform enabled swift issue resolution and boosted caregiver engagement.
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Intermountain Health used Qualtrics to unify patient, consumer, and caregiver feedback. They mapped every touchpoint and created a Consumer Experience... Index to measure goals, ease, and emotion. Over 1.1 million responses were collected across visits, calls, and digital channels. High-performing teams saw a greater sense of belonging and fewer workplace injuries. Leader well-being rose above the 90th percentile globally. Intermountain built trust and improved care by acting on real-time insights.
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Zoetis used the Qualtrics Employee Experience platform to help 120 veterinary practices fight burnout. The REVAMP initiative let vets share... feedback and spot stress points. Practice leaders used Qualtrics’ AI tools to find ways to improve team wellbeing. Easy mobile surveys and dashboards made it simple to act on insights. Zoetis aimed to boost staff morale and reduce workplace stress across clinics.
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Memorial Hermann Health System uses Qualtrics to collect real-time patient feedback. The team identifies and fixes issues like wait times... and meal delivery quickly. After adding QR codes for feedback, NPS rose by 8.2% in outpatient and 6.4% in day surgery areas. An Emergency Department Concierge led to a 10-point NPS increase during their shifts. Qualtrics helps Memorial Hermann improve patient experience and service recovery.
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Qualtrics helped Ocean County Health Department reach more at-risk families. The team used Qualtrics to analyze feedback and tailor care... for diverse groups. Automation freed up staff to focus on care delivery. OCHD now directly messages 165,000 residents. The new system improved feedback quality and helped identify children needing intervention. The department serves 650,000 people in New Jersey.
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Qualtrics helped Tufts Medicine modernize its patient experience program. Before Qualtrics, feedback was delayed and hard to act on. Now,... Tufts Medicine collects real-time patient insights and acts quickly. They saw a 10-point NPS increase and an 8% rise in hospital ratings. Surveys are now available in nine languages, making feedback more inclusive. Automated dashboards help staff understand and improve care fast.
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Provo City used Qualtrics to collect real-time feedback from residents. Before, officials waited months for survey results and only heard... from a small group. Now, they reach thousands of citizens quickly using online surveys. This led to higher response rates and better civic engagement. City leaders make faster, data-driven decisions that improve quality of life. Provo earned top national rankings for business and livability.
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Cherokee Nation used Qualtrics to transform citizen engagement. They increased survey responses from 2,000 in a year to 16,000 in... just three months. The new system let citizens share health needs and safety concerns online, reaching younger and remote members. Insights from surveys led to real changes, like building safer sidewalks. Walkability scores rose from 2.2 to 5.4, and reports of unsafe sidewalks dropped by 79 points. Qualtrics helped Cherokee Nation listen to its people and act on their needs.
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Qualtrics powers the SHARE MO program for the State of Missouri. The state needed better ways to collect and use... citizen feedback. Qualtrics helped agencies get real-time data and improve services. 15 out of 17 state agencies adopted the program in three years. Agencies now make faster, smarter decisions and save time on reporting. The program won the Innovation in State Government Award.
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Qualtrics helped the State of Iowa improve employee experience after a major government realignment. Iowa used Qualtrics to run statewide... employee surveys and gather feedback. Managers used dashboards to spot gaps and create action plans. Trust in leadership rose by 20% in six months. Satisfaction with manager communication increased by 14%. Survey participation also grew by 7 points year-over-year.
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City of St. George used Qualtrics to gather resident feedback and improve city services. They created a ticketing system to... capture website issues and used surveys to identify and fix service gaps. Staff updated procedures to ensure resident concerns are addressed quickly. Automated follow-ups and budget planning now use real-time feedback. Communication between residents and city staff improved, building trust and accountability.
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Qualtrics powers SHARE MO, a statewide customer experience program for the State of Missouri. 15 out of 17 state agencies... adopted the program in three years. Agencies use Qualtrics to collect feedback, improve reporting, and make better decisions. The program helped launch a help desk in just two weeks. Missouri won the Innovation in State Government Award for this work.
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Qualtrics helped Essex County Council take control of employee engagement. The council moved away from third-party vendors and used Qualtrics... to edit surveys and see live results in 24 hours. This led to a 15-year high in engagement and a 10-point year-on-year increase. Managers now get real-time dashboards and can act quickly on feedback. Teams improved wellbeing services based on employee input.
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Post Office used the Qualtrics XM Platform to improve customer experience across 11,500 branches. They centralized feedback collection and used... dashboards and a mobile app to help branch teams act on customer insights. AI-powered text analysis helped identify trends and areas for improvement. In 9 months, Post Office saw a 4% increase in ease of doing business and resolved over 500 tickets per month. They became the #1 public services brand in the UK customer satisfaction index.
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City of St. George used Qualtrics to gather resident feedback and improve city services. They created a ticketing system to... capture website issues and used surveys to identify service gaps. The city updated workflows and accountability, ensuring resident concerns are addressed quickly. Feedback also shaped budget decisions and improved communication. Residents can now reach the city 24/7, building trust and better service.
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Qualtrics helped the State of Iowa improve employee experience after a major government realignment. Iowa used Qualtrics' EX platform to... run statewide surveys and gather feedback from employees. Managers used dashboards to identify gaps and create action plans. Trust in leadership increased by 20% in six months. Satisfaction with manager communication rose by 14%. Survey participation also improved by 7 points year-over-year.
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Under Armour used Qualtrics XM to expand its product testing from 100 to over 10,000 testers. The centralized Qualtrics platform... let teams quickly find and engage athletes for feedback. This helped Under Armour test and refine the HOVR Infinite shoe, leading to a 2019 Runner’s World Recommendation Award. The company saw 100% forecasted growth in its run category and now evaluates over 2,000 products each year. Real-time feedback now reaches development, design, and marketing teams fast.
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Qualtrics helped TruGreen uncover that 71% of customer churn was due to service experience, not price. By using AI-powered conversation... analytics and micro-surveys, TruGreen increased customer feedback volume 1,000x. Customer satisfaction rose by 51% and escalations dropped by 30%. Human agent capacity for proactive engagement grew by 33%. TruGreen is on track to retain 10,000 more customers in 2026, generating $3–4M in EBITDA.
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Dollar Shave Club used Qualtrics to validate a new market segment in just 2-3 weeks. They replaced traditional research with... AI-powered synthetic panel technology. This let them test consumer behaviors and brand perceptions quickly. The insights matched human research, confirming market fit and brand positioning. Dollar Shave Club cut research costs and made faster decisions for their expansion strategy.
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Dollar Shave Club used Qualtrics to validate a new market segment in just 2-3 weeks. They replaced traditional research with... AI-powered synthetic panel technology. This let them test consumer behaviors and brand perceptions quickly. The insights matched human research, confirming market fit and brand positioning. Dollar Shave Club reduced research costs and made faster decisions for their expansion strategy.
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Chalhoub Group used Qualtrics to improve employee experience across its luxury retail operations. Before Qualtrics, managers lacked insight into employee... needs, making it hard to boost retention and engagement. With EmployeeXM, Chalhoub built a culture of feedback, achieving a 75% survey response rate and double-digit growth in Employee NPS at key brands. Managers now use dashboards to act on feedback at every stage, from recruitment to exit. SAP integration ensures timely surveys for candidates and new hires.
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Qualtrics CustomerXM helped Clarins manage customer experience across 9 Asia Pacific markets on one platform. Clarins saw a 7+ point... NPS improvement and a 50% increase in feedback volume in 12 months. The solution unified digital and in-store feedback, enabled fast insights, and improved decision making. Integrations with Zendesk automated workflows and ticketing, boosting accountability and closing the loop with customers. Visual dashboards and mobile access empowered teams to act on real-time customer insights.
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L. L. Bean used Qualtrics XM to identify and understand their highest-value customer segment: outdoor family enthusiasts. With Qualtrics, they...gathered insights across in-store, online, and call center channels. This research helped L.L. Bean align product selection and marketing to customer preferences. As a result, they saw a 3x increase in average customer lifetime value and the first customer count growth in years. They also achieved a 50% SKU reduction for greater efficiency.
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Kroger used Qualtrics to gather employee feedback throughout the year, not just annually. During the pandemic, they launched company-wide surveys... within days to address safety, support, and communication. Feedback led to over 30 policy changes and a $100 vaccine incentive, recognized nationally. Kroger also used Qualtrics to shape its DEI strategy and improve employee well-being. Regular pulse surveys helped managers support staff and respond quickly to changing needs.
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Ynov used Qualtrics to collect feedback from 4,200 students across 6 campuses. The platform let Ynov run 17,000 surveys and... gather 23,000 responses. All survey data is managed on one dashboard, making it easy to compare results and spot trends. Ynov improved courses, campuses, and teaching methods based on student feedback. Students also use Qualtrics to manage their own research online.
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TU Delft uses Qualtrics to collect feedback from over one million students in its online courses. The university gathered more... than 100,000 survey responses to improve course content. Qualtrics surveys are integrated into each course, letting students share real-time feedback. Professors can add custom questions to surveys for deeper insights. TU Delft uses these insights to refine courses and enhance the student experience.
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Regis University used Qualtrics to understand its student market and boost enrollment. The Anderson College of Business and Computing ran... studies to identify key enrollment drivers and new student segments. Qualtrics' platform helped the college collect over 800 responses and uncover 7 main factors influencing enrollment. The insights led to targeted marketing and program improvements. The college used these findings to refine its strategy and better serve both traditional and nontraditional students.
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Indiana University Online used Qualtrics to improve its student experience. The team collected feedback on 100 aspects of the student... journey. They focused on nine key touchpoints, like application and onboarding. Qualtrics enabled near-real-time feedback at each step. IU Online saw a 95% student satisfaction rating and a 17.3% increase in undergraduate enrollment.
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GEMS Education used Qualtrics to collect and analyse parent feedback across its network of schools. The team integrated operational data... from Salesforce with parent feedback for deeper analysis. This allowed them to link feedback to student grades, age, and curriculum. After switching to Qualtrics, GEMS Education saw a 36% increase in response rate. Insights are now shared across nearly 50 schools, helping to improve the parent and student experience.
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IMG Academy used Qualtrics to connect employee and family experiences across its 600-acre campus. Before Qualtrics, programs were fragmented, leading... to disengaged staff and inconsistent family experiences. With Qualtrics CX and EX, they launched pulse and lifecycle surveys, engagement measurement, and listening programs. This unified approach drove a 29-point increase in Parent NPS and a 19-point gain in Employee NPS over two years. Re-enrollment improved, with 117 more families returning than the prior year.
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University of Denver used Qualtrics to set a brand experience baseline. They surveyed over 1,600 people in seven markets to... understand perceptions of their brand. The research showed that a sense of belonging was the most important driver for prospective students. Students who saw DU ads were eight times more likely to enroll. The insights helped DU focus its brand campaign and measure impact with quarterly surveys.
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University of Denver used Qualtrics to set a brand experience baseline. They surveyed over 1,600 people in seven markets to... understand perceptions of their brand. The research showed that a sense of belonging was the most important driver for prospective students. Using these insights, DU focused its marketing on community and belonging. Prospective students who saw DU ads were eight times more likely to enroll. DU now uses Qualtrics for ongoing brand tracking and campaign measurement.
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Mastercard used Qualtrics to centralize customer experience (CX) across the organization. The customer insight team broke down data silos and... unified feedback, driving a company-wide focus on customer satisfaction. They improved onboarding, streamlined surveys, and gave teams real-time access to customer insights. Mastercard saw an 11% increase in OSAT for billing and an 8% rise in OSAT with Mastercard Connect. Teams now use Qualtrics to run surveys and understand customer feedback quickly.
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Ingenico uses Qualtrics to survey over 100,000 customers each year. The company closes the loop with detractors and thanks promoters... to boost loyalty. Qualtrics integrates with Salesforce, giving sales teams a 360-degree view of customer health. Real-time dashboards help all departments act on feedback. Ingenico empowers employees to improve customer experience across the business.
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Qualtrics EmployeeXM helped Goldman Sachs redesign their employee benefits. They used conjoint analysis to find out what employees valued most.... This led to four new benefits, including expanded family and wellness support. Goldman Sachs also improved manager effectiveness with impact analysis. The result was a standout benefits package and deeper employee engagement.
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Allianz used Qualtrics to improve its candidate experience. They measured NPS at key stages and used feedback to make the... application process faster and more personal. Allianz reduced its application form from 50 fields to 6, letting candidates start in just 30 seconds. The company also improved how it communicates rejections, making them more personal. These changes led to a higher NPS and a better employer brand.
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Ally Financial used Qualtrics AI to analyze all customer feedback across channels. The bank identified and fixed 103 out of... 109 system issues within months. Ally achieved 10X more visibility into customer experience friction. The solution helped anticipate and prevent customer pain points. Ally resolved 97% of issues found in Voice of Customer surveys. The platform enabled proactive outreach during emergencies, like wildfires.
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Mastercard used Qualtrics to centralize customer experience (CX) data and break down internal silos. The customer insights team unified feedback... and created dashboards for both B2B and B2C teams. They improved onboarding, data quality, and freed up contact center resources. Mastercard saw an 11% increase in customer satisfaction for billing and 8% for Mastercard Connect. Teams now use Qualtrics to guide product and service improvements across the company.
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Ally Financial used Qualtrics AI to analyze all customer feedback across channels. Before Qualtrics, Ally could only review a small... part of feedback manually. With Qualtrics' NLP and AI, Ally identified and fixed 103 out of 109 system issues in months. The bank now anticipates and prevents customer pain points before they happen. Ally achieved 10X more visibility into CX friction and resolved 97% of issues from Voice of Customer surveys.
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Workday used Qualtrics to unify customer insights across the company. They replaced over 125 fragmented feedback methods with a single... insights engine. In the first year, Workday delivered 45% more research projects. They surveyed 145,000 users through in-product intercepts. The new Ideation Hub increased customer submissions by 89%. Teams now use unified dashboards to connect customer signals to business outcomes.
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Qualtrics Customer Experience helped Airbus SLC put the customer at the center of its business. The company mapped 30 key... moments in the customer journey and used dashboards to track NPS, CSI, and customer effort. Qualtrics replaced manual, annual surveys with real-time feedback and analytics. Airbus SLC used TextIQ to analyze customer comments and identify pain points. The new system improved company culture and built stronger trust with clients.
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ServiceNow used the Qualtrics XM Platform to improve customer experience by routing feedback to the right teams. They launched 17... survey programs and 31 action workflows, resulting in over 10,000 follow-up actions. One major customer saw their account value rise by more than 25% after a quick response to negative feedback. ServiceNow found that NPS scores were 12 points higher for customers who received follow-up. The company now uses Qualtrics to predict and address customer issues before they arise.
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Samsara unified 12 teams on the Qualtrics platform in under a year. They replaced 10 separate tools, enabling all teams... to access and act on customer feedback. This led to 30+ improvements and 12 new initiatives targeting customer pain points. Samsara achieved 2X ARR growth and reduced support tickets by 30%. The program delivered millions in savings and improved safety, efficiency, and customer loyalty.
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Samsara unified 12 teams on the Qualtrics platform in under a year. They replaced 10 separate tools, enabling all teams... to access and act on customer feedback. This led to 30+ improvements and 2X ARR growth. Support tickets dropped by 30%, saving millions and boosting revenue. The new CX program helped Samsara deliver safer, more efficient operations for their customers.
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Microsoft used Qualtrics to manage its MySkills4Afrika program, reaching millions across Africa. The platform enabled real-time data collection and feedback... from 130,000 volunteers. Microsoft matched volunteers to projects using Qualtrics surveys, improving program impact. 86% of beneficiaries said the program made a sustainable difference. 98% of assignments supported Microsoft’s business goals. 97% of employees saw leadership growth from participation.
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ServiceNow used Qualtrics XM Platform to improve customer experience by routing feedback to the right teams. They launched 17 survey... programs and 31 action workflows, resulting in over 10,000 follow-up actions. NPS for customers with follow-up improved by 12 points year over year. One account saw its value increase by more than 25% after targeted intervention. ServiceNow now predicts the impact of experience investments on customer journeys and account value.
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TUI Group used Qualtrics to launch a global customer experience program. They consolidated multiple legacy tools into one CX platform... across 9 European countries. The Qualtrics XM Platform enabled central governance with local flexibility. TUI gained operational efficiencies and reduced total cost of ownership. Teams now use easy-to-consume insights to make fast, data-driven decisions.
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Simpson Travel uses Qualtrics to collect guest feedback at every stage of the holiday journey. The team combines all feedback... on one platform and shares insights with staff worldwide using mobile dashboards. This helps them quickly solve problems and improve guest experiences. With Qualtrics, Simpson Travel achieved a 16% higher NPS than the industry average, a 20% increase in repeat bookings, and a 12% rise in guest recommendations. The platform also supports fast, flexible customer research for new destinations and experiences.
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Hilton used Qualtrics to collect and act on guest feedback in real time. The platform let Hilton engage guests before,... during, and after their stay using SMS and other channels. Hilton's team could quickly resolve issues and spot trends, like towel quality, that surveys missed. The Stay Experience Platform helped Hilton improve guest satisfaction and streamline problem resolution. Hilton now puts guest feedback at the center of its service.
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Qualtrics helped Aerolineas Argentinas boost NPS by 15 points, from 37 to 52. The airline switched from manual surveys to... automated, real-time customer experience analytics. Response rates jumped from 3% to 13% per month. Qualtrics enabled deep analysis of customer feedback, leading to a new menu with 75% customer approval. Customized dashboards let teams act quickly on customer insights, improving satisfaction and reducing negative comments.
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Hilton used Qualtrics to collect and analyze guest feedback in real time. They moved beyond post-stay surveys to listen to... guests before, during, and after their stay. Hilton used messaging and AI-driven analytics to identify and resolve guest issues quickly. The platform helped Hilton spot problems like towel quality and launch new programs to improve the guest experience. Hilton now uses a centralized platform to break down silos and put customer feedback at the center of their operations.
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JetBlue used Qualtrics to manage its customer experience program. The airline combined relational and transactional data to identify key areas... for improvement. JetBlue found that 82% of passengers preferred cheaper tickets over free bags, so they changed their pricing options. They also fixed airport issues quickly, like broken speakers, using automated alerts. JetBlue improved customer satisfaction and increased its Net Promoter Score.
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Three Ireland used Qualtrics to improve customer experience after acquiring O2. They set up a comprehensive CX program, mapping customer... journeys and tracking key metrics. The company moved beyond contact centre surveys to measure every customer touchpoint. CX metrics improved every month since 2014. Three Ireland reached its highest-ever customer intention to stay.
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Telenor used Qualtrics to bring product research in-house. The team fixed product experience gaps across mobile, broadband, and TV services.... They designed new, personalized experiences using customer feedback and data. Research was three times faster and cost just a quarter compared to third-party vendors. Telenor optimized new products before launch with Qualtrics’ panel network.
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Telefónica used Qualtrics to move from annual employee engagement surveys to continuous employee experience feedback. The company adopted frequent pulse... surveys and personalized listening to better understand its global workforce. Managers now use Qualtrics dashboards to identify and act on key issues. Telefónica improved employee Net Promoter Score and engagement. The new approach helps managers support employees and drive advocacy.
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Lumen used Qualtrics to improve customer experience metrics like Net Promoter Score. When progress stalled, Lumen expanded Qualtrics usage to... combine experiential and operational data from over 24 sources. This real-time insights platform helped agents tailor communications and boosted NPS by 17 points. Recognizing frontline employees led to a ninefold increase in single-visit issue resolution. Lumen saw lower costs, higher loyalty, and a more engaged workforce.
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Autodesk used Qualtrics Insights Explorer to speed up survey analysis. Manual review of 2,000 responses took 2 days before. Now,... key themes surface in under 5 minutes. The research team saves 4 hours per report. This lets them focus on deeper analysis and accuracy. Faster insights help Autodesk improve products quickly.
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SAP used Qualtrics Experience Management solutions to boost employee engagement during the shift to remote and hybrid work. They moved from... annual surveys to frequent, event-triggered feedback, helping them listen and act on employee needs in real time. Integration with SAP SuccessFactors reduced HR admin work, letting teams focus on strategy. SAP saw higher engagement, strong participation rates, and less survey fatigue. Centralized data and reporting tools enabled fast action on feedback.
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Autodesk used Qualtrics Insights Explorer to speed up survey analysis. Manual review of 2,000 responses took 2 days before. Now,... key themes surface in under 5 minutes. The research team saves 4 hours of manual work per report. This lets them focus on deeper analysis and accuracy. Faster insights help Autodesk improve products quickly.
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HUGO BOSS used the Qualtrics XM Platform to better understand its customers across online and in-store journeys. The company identified... pain points quickly and improved them, boosting customer loyalty and brand affinity. By combining experience data with operational data, HUGO BOSS empowered managers to act on real-time feedback. The pilot phase saw 1500% more customer responses than expected. Customer experience is now the top priority for managers worldwide.
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HUGO BOSS used Qualtrics XM to better understand customer needs across online and in-store journeys. The company quickly identified and... fixed pain points, like missing sizes in stores and checkout issues online. Managers now use real-time dashboards to track customer satisfaction and act on feedback. HUGO BOSS saw a 1500% increase in customer responses during the pilot phase. The platform helps deliver a premium, seamless experience across all channels.
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Stance used Qualtrics ProductXM to design socks that stand out. They gathered experience data to understand what customers want. This... helped them create hit designs every season. Stance built a strong reputation and loyal buyers. Their team feels confident launching new products. Qualtrics helped Stance turn socks into art and boost sales.
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