Hilton used Qualtrics XM for Customer Experience to collect and analyze guest feedback in real time. They replaced traditional post-stay surveys with a continuous listening program, engaging guests b...efore, during, and after their stay. Hilton used messaging and AI-driven analytics to identify and resolve guest issues quickly, like improving towel quality. The Stay Experience Platform helped Hilton break down silos and put customer feedback at the center of their operations. Hilton achieved faster problem resolution and real-time insights into guest experiences.
Qualtrics helped JetBlue manage its customer experience program. JetBlue used Qualtrics to combine brand and transactional data in one place. This let JetBlue find what mattered most to passengers an...d act fast. JetBlue learned 82% of passengers preferred cheaper tickets over free bags, so they changed pricing. They fixed airport issues quickly using Qualtrics alerts. JetBlue saw higher Net Promoter Scores and won 12 JD Power awards in a row.
Qualtrics OXM helped Ally Financial analyze all customer feedback using NLP and AI. Ally could now spot and fix customer pain points across channels. Within months, the AI found 109 system issues and... resolved 103. Ally achieved 10X more visibility into CX friction drivers. The company resolved 97% of issues from Voice of Customer surveys. Ally now anticipates and prevents customer problems before they happen.
The case study highlights improved customer experience and employee engagement using Qualtrics, leading to increased revenue and reduced operational costs.
The case study highlights improved customer experience and employee engagement using Qualtrics, leading to increased revenue and reduced operational costs.
Chobani improved customer and employee experiences using Qualtrics, enhancing engagement and optimizing insights for better decision-making and growth.
Chobani improved customer and employee experiences using Qualtrics, enhancing engagement and optimizing insights for better decision-making and growth.
The case study highlights improved employee engagement and productivity through real-time insights, resulting in enhanced customer experience and reduced service costs.
Qualtrics XM Platform helped ServiceNow improve customer experience by routing feedback to the right teams. ServiceNow streamlined 17 survey programs and set up 31 action workflows, leading to over 1...0,000 follow-up actions. One customer’s NPS improved and their account value grew by more than 25% after fast follow-up. NPS scores for customers with follow-up are 12 points higher year over year. ServiceNow now measures the impact of experience investments and predicts effects on annual contract value.
The case study highlights improved employee engagement and productivity through real-time insights, resulting in enhanced customer experience and reduced service costs.
Qualtrics helped Tufts Medicine improve patient experience by collecting real-time feedback. Before Qualtrics, feedback was delayed and hard to use. With Qualtrics, Tufts Medicine launched a modern p...atient experience program. They saw a 10-point increase in NPS and an 8% increase in hospital rating. Every HCAHPS category improved. Surveys now reach more patients in nine languages. Staff can act quickly on feedback and improve care.
Qualtrics helped Ocean County Health Department reach more diverse communities and improve care delivery. OCHD used Qualtrics to analyze feedback and address unique needs of groups like seniors and o...rthodox religious communities. Automation freed up staff to focus on care, supporting 30,000 families with only 40 team members. The new system improved feedback quality and helped identify at-risk children needing intervention. OCHD can now directly message 165,000 residents and engage more families from at-risk communities.
Tufts Medicine improved patient experience with Qualtrics. They saw a 10-point increase in NPS and 8% increase in hospital rating. They expanded surveys in nine languages and improved data accessibil...ity. They now respond quickly to patient feedback.
Qualtrics helped Memorial Hermann Health System improve patient experience by collecting real-time feedback. The team used surveys and QR codes to spot and fix issues fast. After adding QR codes in o...utpatient and day surgery areas, NPS scores rose by 8.2% and 6.4%. In the Emergency Department, a new concierge and Qualtrics workflows led to a 10-point NPS increase. Patients got better service and faster help while still on-site.
Qualtrics helped Intermountain Health improve patient, consumer, and caregiver experiences. They used Qualtrics to gather feedback at every touchpoint, from clinical visits to website interactions. I...ntermountain Health achieved over 1.1 million responses to their experience index. 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 increased caregiver recognition.
Qualtrics for Employee Experience helped Zoetis support 120 veterinary practices. The REVAMP initiative gave clinics tools to collect staff feedback and spot burnout risks. Practice leaders used Qual...trics dashboards to improve team wellbeing and culture. AI features summarized feedback and suggested actions. Zoetis aimed to reduce stress and improve employee experience in veterinary teams.
Transportation/Trucking/Railroad Case Studies and Success Stories with Qualtrics XM Discover
CASE STUDY Aerolineas Argentina
Aerolineas Argentina improved customer experience and employee engagement using Qualtrics, resulting in increased revenue and loyalty through real-time insights and recommendations.
Qualtrics helped UPS enhance customer and employee experiences, leading to improved engagement, productivity, and retention through real-time insights and AI-powered solutions.
Aerolineas Argentina improved customer experience and employee engagement using Qualtrics, resulting in increased revenue and loyalty through real-time insights and recommendations.
Qualtrics helped UPS enhance customer and employee experiences, leading to improved engagement, productivity, and retention through real-time insights and AI-powered solutions.
VRT improved customer and employee experience using Qualtrics, leading to increased revenue, loyalty, and employee engagement. They leveraged real-time insights for strategic decision-making.
VRT improved customer and employee experience using Qualtrics, leading to increased revenue, loyalty, and employee engagement. They leveraged real-time insights for strategic decision-making.
Qualtrics XM helped L.L. Bean target outdoor family enthusiasts. The company used Qualtrics to gather insights in-store, online, and through their call center. L.L. Bean aligned products and messagin...g to customer preferences, like gardening in spring. They achieved a 3x increase in average customer lifetime value and saw customer count rise for the first time in years. L.L. Bean also reduced SKUs by 50% for greater efficiency.
Qualtrics helped Kroger create a culture of listening for its 500,000 employees. Kroger moved from annual surveys to ongoing feedback using Qualtrics. During the pandemic, Kroger made over 30 policy ...changes based on employee input. The company used Qualtrics to launch DEI initiatives and support employee well-being. Kroger increased the impact of DEI efforts and enabled regular feedback from all employees.
Qualtrics helped the University of Denver build a brand experience program. The university used Qualtrics to gather feedback from over 1,600 people in seven markets. They found that a sense of belong...ing was the most important factor for students. Prospective students who saw a DU ad were eight times more likely to enroll. The university now uses Qualtrics for ongoing surveys to measure campaign impact.
Trafford Housing Trust improved customer and employee experiences using Qualtrics, leading to higher engagement, productivity, and real-time insights for better decision-making.
Trafford Housing Trust improved customer and employee experiences using Qualtrics, leading to higher engagement, productivity, and real-time insights for better decision-making.
Zillow improved customer experience and employee engagement by using Qualtrics, leading to enhanced insights, increased conversion rates, and better employee retention.
Zillow improved customer experience and employee engagement by using Qualtrics, leading to enhanced insights, increased conversion rates, and better employee retention.
Government Administration Case Studies and Success Stories with Qualtrics XM Discover
CASE STUDY Post Office
The case study highlights improved customer engagement and employee productivity through Qualtrics solutions, leading to increased revenue and reduced service costs for the Post Office.
The case study highlights improved customer engagement and employee productivity through Qualtrics solutions, leading to increased revenue and reduced service costs for the Post Office.
Qualtrics helped the City of St. George improve communication and trust with residents. The city used Qualtrics to create a ticketing system for website issues and gather feedback. This revealed prob...lems in resident journeys and led to better customer service. Automated surveys and follow-ups ensured issues were addressed. The city also used feedback to guide budget decisions. Residents can now communicate with the city 24/7, and service delivery is more reliable.
Qualtrics helped the State of Iowa improve employee experience with a centralized EX platform. Iowa used Qualtrics to run annual engagement and pulse surveys, plus ad hoc feedback projects. Managers ...used dashboards to find gaps and make action plans. Trust in leadership rose 20% in six months. Satisfaction with manager communication increased by 14%. Survey participation grew by 7 points year-over-year.
Yamaha used Qualtrics to speed up product research and development. The company ran hundreds of quick-turn studies to get feedback from musicians. During the Montage keyboard project, Yamaha surveyed... customers and got 400 responses in hours. This helped them make fast decisions and avoid mistakes. Yamaha doubled their rapid research output and won top industry awards.
LIXIL used the Qualtrics Experience Management Platform to improve employee and customer experiences. With EmployeeXM, LIXIL completed engagement programs in weeks instead of three months. Employee e...ngagement rose by 10% in the first five months. CustomerXM gave real-time insights in showrooms and helped increase customer lifetime value. LIXIL now gets insights 6 times faster and can act quickly to improve services and products.
Imperfect Foods improved customer experience using Qualtrics, enhancing digital engagement and reducing service costs, resulting in increased revenue and loyalty.
Qualtrics helped Mercado Libre improve customer and employee experiences across Latin America. MELI used Qualtrics to boost seller NPS survey response rates from 2% to 25% by using WhatsApp. Customer... service NPS improved by 10-15 points after making it easier to reach live associates. Employee engagement reached 85%. MELI ranked 4th for 'Greatest Places to Work' in Latin America. Qualtrics enabled MELI to quickly gather feedback and make changes for buyers, sellers, and employees.
Qualtrics helped Shake Shack use customer insights to improve products and marketing. Shake Shack moved from gut-feeling to data-driven decisions as it grew to over 500 locations. With Qualtrics, the...y linked customer experience and brand metrics, managed costs, and grew revenue. Product research led to renaming a lemonade, making it the top seller. The Hot Ones Chicken Sandwich brought in the most new and lapsed guests for a limited time offer. Shake Shack saw a 30% increase in likelihood to recommend and a 17% increase in locations.
Imperfect Foods improved customer experience using Qualtrics, enhancing digital engagement and reducing service costs, resulting in increased revenue and loyalty.
Information Technology and Services Case Studies and Success Stories with Qualtrics XM Discover
CASE STUDY Autodesk
Autodesk used Insights Explorer from Qualtrics to speed up survey analysis. Manual review of 2,000 responses took days. With Insights Explorer, the team now finds key themes in under 5 minutes. This ...saves 4 hours of manual work per report. The research team can now focus on deeper analysis and accuracy.
Microsoft used Qualtrics to manage its MySkills4Afrika program. The program connects 130,000 Microsoft volunteers with African startups and organizations. Qualtrics helped Microsoft match volunteers ...to projects and collect real-time feedback. 86% of beneficiaries said the program made a sustainable difference. 98% of assignments supported Microsoft’s business goals. 97% of employees saw leadership growth. Microsoft impacted 2 million lives and achieved 86% program satisfaction.
Dow utilized Qualtrics to enhance customer and employee experiences, leading to improved engagement, productivity, and retention, as well as increased revenue and loyalty with real-time insights.
Dow utilized Qualtrics to enhance customer and employee experiences, leading to improved engagement, productivity, and retention, as well as increased revenue and loyalty with real-time insights.
Qualtrics helped Tetra Pak speed up customer research by 300%. Surveys now take just 2 minutes to complete, down from 7 minutes. The response rate reached 55% from over 1,000 customers in the first y...ear. Follow-up with detractors dropped from 15 days to 48 hours. Tetra Pak uses role-based dashboards and mobile-friendly surveys to get fast, actionable insights.
Tetra Pak improved their research speed by 300%. Customer surveys now take 2 minutes. They achieved a 55% response rate from over 1,000 customers in the first year. Follow-up time with detractors red...uced to 48 hours from 15 days.
David Jones seeks 360 - degree customer view from unified data
David Jones is utilizing Qualtrics to enhance its customer experience by collecting and acting on customer feedback. This initiative is part of a broader strategy to create a unified, 360-degree view... of customers, integrating feedback with operational data from Snowflake. This approach aims to improve personalization in marketing efforts and enrich data on online user behavior.
Singapore Airlines has partnered with Qualtrics to enhance its customer experience analytics. By using Qualtrics' solutions, Singapore Airlines aims to improve the collection, processing, and analysi...s of customer feedback across multiple channels. This three-year agreement will leverage advanced analytics and AI to gain deeper insights into customer preferences and concerns, ultimately enhancing the customer journey.
iTWire - Singapore Airlines Enhances Customer Experience Analytics with Qualtrics
Singapore Airlines has partnered with Qualtrics to enhance its customer experience analytics. The three-year agreement involves using Qualtrics' solutions to improve the collection and analysis of cu...stomer feedback, leveraging advanced analytics and AI. This collaboration aims to provide deeper insights into customer preferences and enhance the overall travel experience.
Jollibee chooses Qualtrics to predict, anticipate customer needs with AI-powered solutions
Jollibee selects Qualtrics to enhance customer experience using AI-powered solutions for feedback collection and analytics to address market opportunities and friction points.
