Customer Success Stories
Trusted by over 11,000 of the world's leading brands and 99 of the top 100 business schools
Featured Customers
Under Armour
Under Armour was founded in 1996 with the introduction of the HeatGear t-shirt, which was heralded by football players as a revelation in comfort. Now from its headquarters in Baltimore, Under Armour builds products for millions of performance-minded athletes in all sports, all over the globe.
While product testing has always been a part of the Under Armour process, their ability to scale the testing program was hampered by technology limitations. With every product manager maintaining their own database of data, there weren’t enough testers on hand or actionable insights to support the brand’s mission of consistently building performance products athletes can’t live without.
With a centralized directory on the Qualtrics platform, Under Armour quickly went from about 100 product testers to over 10,000. In addition to having more testers and greater representation across the countless activities that Under Armour’s customers participate in, Qualtrics’ filtering capabilities make it easy to ensure that the right product is being distributed to the right athletes, every time.
Industry
Retail & eTail
Use Case
Brand Experience
Product Experience
Market Research
Organization Size
Large
L.L.Bean
L.L. Bean started in 1911 with the introduction of one iconic product: the Maine hunting boot. Today the company continues to design and sell products that make it easier for families of all kinds to spend time outside together.
L.L. Bean has been around for over 100 years. And as it’s grown, it’s expanded its product offerings year after year. But with interest in the brand dwindling, the L.L. Bean team found that they needed a more targeted approach. They identified their highest-value customer segment, but needed to understand what mattered to them most. That’s why they invested in Qualtrics XM.
L.L. Bean has grown a loyal following for its immense selection of high-quality outdoor goods and its ongoing commitment to service excellence. But in recent years, while it maintained its strong core following, particularly in New England, L.L. Bean found itself in a sustained period of flat revenue. The brand needed a more targeted strategy to connect confidently with new customers.
Industry
Retail & eTail
Use Case
Brand Experience
Product Experience
Market Research
Organization Size
Large
BMW
BMW is one of the marquee names in motorsport history. Its highly sought-after vehicles provide an “ultimate driving experience” lauded by car and motorcycle enthusiasts worldwide.
BMW’s reputation for driving performance in the automotive industry is second to none. But in the experience economy, you need more than one great experience to earn and keep loyal customers. BMW invested in Qualtrics XM to reengineer its CX program and drive increased repurchase and return service rates.
In North America, BMW worked with Qualtrics to drive new workflows within the organization to orient dealerships around the customer. Each dealership is accountable for ensuring that experiences are measured via an automated questionnaire. Below-standard interactions trigger an automated ticket that tracks actions and empowers dealership employees to close the loop with customers.
Industry
Automotive
Use Case
Customer Experience
Market Research
Organization Size
Large
Chobani
In order to drive growth in the crowded and highly competitive food industry, you need to identify product opportunities that no other manufacturer has managed to identify. Chobani used Qualtrics Experience Management to bring innovative new products to the Australian market.
In addition to discovering new product opportunities, Qualtrics helps Chobani make better advertising decisions in Australia. For example, they ran a TV campaign in Adelaide when they launched a U.S. crossover product, “Flip.” Operational data told them that they had a boost to sales in that region, but it was the Qualtrics experience data that helped Chobani affirm that the TV campaign was a driver of those increased sales. Chobani is now running an ongoing brand tracker to ensure that they’re continuously monitoring brand awareness and equity. With all their operational and experience data together, they’re going to be able to predict which products and marketing campaigns will resonate with tomorrow’s customer.
“Qualtrics Experience Management is changing the way we do things. At any moment we can talk to consumers and find out what they want, why they want it, and what we can do next to make them happy.” -Damian Young, GM Marketing
Industry
Food & Beverage
Use Case
Brand Experience
Product Experience
Net Promoter Score (NPS)
Market Research
Organization Size
Medium
Fandango
Fandango is about movies. All about movies. From discovery, to ticketing, to watching, and to sharing fans’ passion, Fandango is the go-to destination for 60 million unique visitors on its sites every single month. Founded in 2000, the company provided one of the first ways to buy in-person movie tickets online, and today lets customers do anything to get their movie fix online.
Fandango uses the Qualtrics Experience Management Platform? not just to gather feedback, but to get it to the right place, automatically. With Qualtrics, the company can view channel-specific feedback, discover trending topics in seconds, and track topics over time.
Since Qualtrics integrates with the internal messaging system, it’s easy for the service team to close the loop with more customers than ever before. For example, when a customer asks for help in digital channels, the feedback goes directly into the customer service queue so the right person can help.
Zillow
Zillow is the leading real estate and rental marketplace, with a living database of more than 110 million U.S. homes. Launched in 2006 and headquartered in Seattle, Zillow empowers consumers with data so they can buy, sell, rent, finance, and remodel with confidence.
In 2014, Zillow acquired its closest competitor. With two distinct workforces and cultures united in a such short time period, Zillow’s leadership knew that it would be critical to give employees a channel to voice their feedback as they worked to build a unified workforce.
Qualtrics XM allowed Zillow to take a full-lifecycle approach to understanding and optimizing the employee journey. This meant running all of their employee feedback programs on one platform, making it easy to connect insights from onboarding, candidate reaction, exit, and employee engagement data. Zillow gained the ability to see the employee experience gaps that existed within their organization, and move immediately to understand what was causing those gaps and how to close them.
Volkswagen
Volkswagen Group Australia aspired to increase customer loyalty across their 104 dealerships in Australia. Knowing that engaged employees are a huge driver of customer advocacy, they needed a platform that would enable them to measure and improve the employee and customer experience in the same space. They chose Qualtrics Experience Management.
Having the ability to collect customer and employee feedback on the same platform revealed just how closely the customer and employee experience were intertwined: The ten dealers in Volkswagen’s Australian network with the greatest employee retention and advocacy also had the greatest proportion of customer promoters. Volkswagen Group Australia went to work closing experience gaps at dealerships across the country.
With the Accelerate to Wow program in place, dealers in Australia have seen their employees become more enthusiastic, and they’re taking pride in delivering an exceptional customer experience. Customers have responded with increased loyalty and advocacy. In the future, Volkswagen Group Australia will use Qualtrics to predict and deliver what customers expect from the customer experience at every touchpoint—buying, driving, and owning.
Industry
Automotive
Use Case
Customer Experience
Employee Experience
Net Promoter Score (NPS)
Customer Satisfaction
Organization Size
Enterprise
Yamaha
Since 1887, when it began producing reed organs, the Yamaha Corporation in Japan has grown to become the world's largest manufacturer of a full line of musical instruments. Yamaha makes one-quarter of the instruments used by musicians worldwide.
“Qualtrics is the difference between success and failure. It’s just that simple.”
Allianz
Allianz Life Insurance Company of North America is a leading provider of retirement solutions, including fixed and variable annuities and life insurance for over 85 million customers in more than 70 countries. Through bull markets and bear markets Allianz provides careful planning, disciplined investing, and risk management expertise services.
“Adopting Qualtrics has significantly improved the effectiveness and efficiency of our customer marketing programs. The intuitive platform with integrated analytics has helped our company reduce its customer insights reporting time by 50%, enabling faster reactions to feedback and resulting in a 15% increase in acquisitions and millions in incremental revenues. With more flexibility and agility in our customer marketing operations, Allianz can better anticipate and respond to evolving market demands to attract new customers and keep existing ones happy.” ‐ Director, Allianz
Jetblue
JetBlue Airways Corporation is the fifth largest airline in the United States, perhaps known best for its low costs and its planes’ ample legroom. JetBlue's 19,000 crew members work together to carry more than 35 million customers a year to 96 cities in the U.S., Caribbean, and Latin America with an average of 925 daily flights. JetBlue uses Qualtrics for everything from discovering purchase drivers to closing the loop on customer feedback.
“We strive to be the Voice of the Customer, not of the corporation. If customers are asked to share their opinions and time, we have to turn their feedback into real insights for the company and real benefits for the customer—we couldn’t do that without an innovative partner like Qualtrics.” -Danny Cox, Director of Customer Support & Insights, JetBlue
Industry
Travel & Hospitality
Use Case
Market Research
Voice of the Customer (VoC)
Employee Insights
Organization Size
Medium
Microsoft
Founded in 1975, Microsoft has long been one of the world’s leading and most profitable technology companies. Many of its brands have become household names, including Microsoft Office, Windows, Internet Explorer, Skype, and Xbox.
“Qualtrics allows us to quantify the effect of our initiatives. We couldn’t survive without it. We use their tools for everything from simple concept tests to complex conjoints. The platform is so powerful and easy to use, yet we haven’t even tapped its full capability. At the end of the day, the insights gained from Qualtrics data are moving the needle and changing the way we do business globally.” ‐ Research Leader, Microsoft
Industry
Technology
B2B
B2C
Use Case
Concept Testing
Satisfaction research
Organization Size
Large
Comed
ComEd delivers power to over 3.8 million households in the Chicago metropolitan area. With a hundred-year legacy to preserve, ComEd strives to have a continuously positive impact on the people, environment, and economies of the communities it serves.
"Other utilities around the country have called us to ask us how we did this bill transformation, and how we did it so quickly. Well, we used Qualtrics!"
Marriott
Marriott International, Inc., is a leading global lodging company with more than 4,200 properties in 79 countries and territories. Marriott International reported revenues of nearly $14 billion in fiscal year 2014. It was founded by J. Willard and Alice Marriott and has been guided by Marriott family leadership for nearly 90 years.
“Our hotel strategy and tactics evolve as market demands change, so it’s important to understand what our customers have to say. Qualtrics makes it easy to uncover customer opinions on virtually every aspect of our business and take action to ensure the best possible experience each step of the way.” ‐ Senior Customer Insights Manager, Marriott
Industry
Travel & Hospitality
Use Case
Concept Testing
Satisfaction research
Organization Size
Large
1-800 Contacts
1‐800 CONTACTS is the world's largest contact lens company, providing the fastest, easiest, and most enjoyable way to order contact lenses on earth. The company has an inventory of more than 15 million contacts and has served over 8 million customers.
“When we deployed Qualtrics, we turned the ideas of scaling and metrics on their heads. In service industries, we are always looking to scale, but the more we scaled, the further away we got from the human‐to‐human contact that is so key to successful service execution. Since we found that we needed to bring back more of the human‐to‐human connection with our customers, we used digital technologies not to scale our business but to scale our personal connections. When we deployed our responsive analytics we surprised a lot of customers by using the Qualtrics survey tool as a way to give customers way more than they expected.” – Neil Wieloch Ph.D., 1‐800 CONTACTS
Industry
Consumer Goods
Use Case
Concept Testing
Satisfaction research
Organization Size
Large
HP and Hewlett Packard Enterprise
You may know HP best for its established line of home computers, printers, and other technology devices - or as the company that started Silicon Valley. The HP name is now attached to a wide array of pursuits ranging from computer gaming products to the development of new cloud-based and SaaS solutions for businesses around the world.
“We rely on Qualtrics to run our Global Brand Tracker, an exhaustive annual study that measures how our business units are performing with regard to awareness, consideration, preference, purchase intent, CSAT, NPS, and more. Using Qualtrics, we’ve been able to increase our brand value by 18% since 2014 while rising in global brand rankings from #11 to #9.” ---HP
Industry
Technology
B2B
B2C
Use Case
Voice of the Customer (VoC)
Employee Insights
Organization Size
Large
Royal Caribbean
Royal Caribbean Cruises Ltd. is a global cruise vacation company that operates Royal Caribbean International, Celebrity Cruises, Pullmantur, Azamara Cruises, and CDF Croisieres de France. The company has a combined total of 40 ships in service, one under construction, and one under agreement. It also offers unique land‐tour vacations in Alaska, Asia, Australia, New Zealand, Canada, Europe, and South America.
“Since we started using Qualtrics in 2009, we’ve been able to increase our ability to deliver better marketing and passenger experiences, whether at sea or on land. As a result, we’ve improved satisfaction, loyalty, and advocacy and have been named Cruiseline of the Year every year since—all because we start with data and insights from our passengers based on their experiences and expectations.” – Kristina Murray, Insights Manager, Royal Caribbean
Industry
Travel & Hospitality
Use Case
Ad Testing
Concept Testing
Satisfaction research
Organization Size
Large
Mastercard
Mastercard is a leading global payments & technology company that connects consumers, businesses, merchants, issuers, and governments around the world. Mastercard's mission is to use technology and expertise to make payments safe, simple, and smart. For Mastercard, Qualtrics is not just a survey or reporting platform; it’s a key tool that’s helping them improve and grow their business.
“Qualtrics has made it possible to devise a value proposition and expedite the entire creation process with real, relevant consumer insight. For example, when we used Qualtrics to develop a product, we could quickly test if the functions we were considering were actually unique and important to consumers, and then fine-tune our creation process for our best target millennials.” -Alec Glassman, Global Prepaid Product
Industry
Financial Services
Use Case
Market Research
Organization Size
Large
New York Life
Since 1845, New York Life has been making sure their customers are prepared for whatever life has in store with insurance and investment products - and dedicated service excellence. When your mission is to keep every promise you make to your customers, you need a customer insights platform that routes feedback directly to decision makers in real time.
"We used Qualtrics to get automated post-call surveys up and running in our Inforce Service area. Our VP Head of Inforce Service wasn’t familiar with Qualtrics, so he was skeptical about using it. However, we were able to gain his approval and confidence quickly. I attribute this to the flexibility the Insights Platform provided and the speed at which we could implement changes." -Doug Kennedy, CVP Customer Experience, New York Life
Industry
Financial Services
Use Case
Customer Insights
Organization Size
Large
Kellogg’s
The Kellogg Company is driven to enrich and delight the world through foods and brands that matter. Kellogg’s is the world’s leading cereal company; second largest producer of cookies, crackers and savory snacks; and a leading North American frozen foods company. Kellogg’s uses Qualtrics to easily customize 360-degree employee assessment forms and reports.
“We tried off-the-shelf assessment solutions, but they were too slow and inflexible for us. Relying on the vendor to create the reports took too much time and removed the impact that immediate feedback can have on employee development. With Qualtrics 360, we are providing a fantastic solution for all our employees to develop their careers, and we can do it easily, quickly and cost-effectively.” -Adam Massman, Senior Manager, Global Talent and Organizational Development, Kellogg’s
Industry
Consumer Goods
Use Case
Employee Insights
Organization Size
Large
Sony
Sony is a diversified global company at the forefront of technological innovation and entertainment. Sony recorded annual revenue of $72 billion for the fiscal year ended March 31, 2016, and employs over 125,000 people. Sony creates and delivers more entertainment experiences to more people than anyone else on earth, so it makes sense they’d choose a research platform that’s delightful to use.
“Qualtrics has helped us conduct research in-house with ease and proficiency. Now, team members are able to get up to speed quickly by viewing the super helpful tutorial links. With a few practice runs, they’ve mastered the platform. Thank you greatly Qualtrics!” -Johnny Goukassian, Research Manager
Industry
Consumer Goods
Use Case
Market Research
Organization Size
Large
Shell
Royal Dutch Shell was formed in 1907. Today, Shell operates in 70+ countries and territories and produces 3 million barrels of oil equivalent every day. With approximately 90,000 employees, Shell is helping to meet the world's growing demand for energy, and aims to do so in ways that are economically, socially, and environmentally viable, now and in the future.
“Through a Qualtrics survey that we were running on our website, we were able to find out what consumers were looking for when they visited. We found out they were primarily looking for product information, promotions, information on our warranty program, and technical data sheets. We used this insight to shape our pay per click strategy. The results have been promising, to say the least. Versus 2013 figures, we’ve experienced a 65% increase in click through rate, a 38% increase in cost efficiency, and our program is exceeding click volume goals by 40%. Thank you Qualtrics!” -Brian Lardi, Global Digital Marketing Manager
Industry
Petro Chemicals
Use Case
Market Research
Digital Experience
Organization Size
Large
MetLife
MetLife, Inc. is a leading global provider of insurance, annuities and employee benefit programs. Through its subsidiaries and affiliates, MetLife holds leading market positions in the United States, Japan, Latin America, Asia, Europe, the Middle East and Africa.
"Qualtrics has enhanced our ability to obtain information in a clear and concise manner. Whenever we need to collect and analyze information, our first response is to use Qualtrics. One of the most recent uses was in conjunction with a contest we had for Earth Week. The participants needed to answer a series of questions to be eligible for a gift card. From the reporting, we were able to extract the 3 winners, and it was huge for encouraging engagement with our brand." - William Ruthrauff, MetLife
Industry
Financial Services
Use Case
Market Research
Organization Size
Large
CVS
The first CVS store, selling health and beauty products, was founded in Lowell, MA in 1963. Today,the company exceeds $100 billion in revenue. CVS strives to reinvent pharmacy to have a more active, supportive role in each person’s unique health experience. CVS uses Qualtrics for employee evaluation and employee engagement research, as well as to monitor the status of key improvement efforts.
“Each month we send surveys to all stores that have undergone a remodel/reset to solicit feedback from the store manager regarding the execution of the project. The results are reviewed each month by my team of area managers and setup project managers to ensure we are delivering a thoroughly executed project. We continually look to improve our processes, and the feedback we receive via the Qualtrics survey tool is invaluable.” -Scott Finestone, Director of Store Set-up
Industry
Retail & eTail
Use Case
Market Research
Employee Insights
Organization Size
Large
Xerox
Xerox is best known for making photocopiers, such as the world’s first photocopier the company introduced in 1959. Today, Xerox applies expertise in imaging, business process, analytics, automation and user-centric insights to engineer workflows that provide greater productivity, efficiency and personalization. Xerox conducts business in 180 countries, and its more than 140,000 employees work together to create meaningful innovations and provide business process services, printing equipment, software, and solutions that make a real difference for clients and customers.
“With Qualtrics we are able to drive business decisions based on the needs and desires of our actual customer base instead of sitting in a closed conference room making those decisions on our own. The surveys are easy to use and customize, and they deliver information that is easy to analyze and act upon.” -Natasha Copeland, Program Manager, Xerox
Industry
B2B
Technology
Use Case
Market Research
Voice of the Customer (VoC)
Organization Size
Large
Healthcare.gov
In 2013, Healthcare.gov re‐launched as a health insurance exchange website operated under the United States federal government. Today, it is the central tool in helping the U.S. government meet the deadlines set forth in the Affordable Care Act. The site facilitates the sale of private health insurance plans to residents of the United States and assists those who are eligible to sign up for Medicaid.
”When we re‐launched the site in 2013, Qualtrics was the tool we used to collect consumer feedback to improve the site. In 2014, HealthCare.gov attracted 1.3 billion unique page views, which created the very complex task of soliciting feedback and making targeted improvements to a website used by millions upon millions of Americans. Optimizing the user experience plays a critical role in helping millions of individuals and small businesses identify insurance options in their state.” ‐ Jon Booth, Director of Web & New Media Group Centers for Medicare & Medicaid Services
Industry
Government
Healthcare
Use Case
Page Level Feedback
Site Usability Research
Concept Testing
Messaging research
Organization Size
Large
The World's Top Universities
Rely on Qualtrics
“Qualtrics is the standard now. Everyone uses it. Their insight platform has made research tremendously more convenient, which makes all of us more productive. I can’t imagine a situation where you wouldn’t use Qualtrics to run a survey. It’s not even a question; you can’t do what we do without it. Asking someone at our university if they’re using Qualtrics is like asking if they have a pen and some paper.” —Top 5 Business School Professor
- Brigham Young (Marriott)
- Carnegie Mellon (Tepper)
- Chicago (Booth)
- Columbia
- Cornell (Johnson)
- Dartmouth (Tuck)
- Duke (Fuqua)
- Harvard
- Michigan (Ross)
- MIT (Sloan)
- Northwestern (Kellogg)
- NYU (Stern)
- Pennsylvania (Wharton)
- Stanford
- Texas-Austin (McCombs)
- UC Berkeley (Haas)
- UCLA (Anderson)
- UNC (Kenan-Flagler)
- Virginia (Darden)
- Yale
Industry
Academic
Use Case
Market Research
Product Research
Student & Employee Research
Conjoint
Quantitative Research
Adhoc Research
Organization Size
Large
Citrix
Citrix enables and empowers mobile workspaces. Founded in 1989, Citrix is one of the world’s leading software -as -a -service companies, serving hundreds of thousands of businesses of all sizes with products such as GoToMeeting, GoToWebinar, XenDesktop, and other cloud-based virtualization solutions.
“My colleagues and I in the pricing department have been able to create a ‘survey center of excellence’ via the Qualtrics platform. Qualtrics allows us to conduct advanced survey analysis in-house using Qualtrics’ convenient templates. Every time we do a study in-house, we’re saving over $100,000 versus outsourcing it.” -- Citrix
Industry
Technology
B2B
Use Case
Pricing Studies
Concept Testing
Product Testing
Organization Size
Large
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Investor’s Business Daily
Investor’s Business Daily provides exclusive stock lists, investing data, stock market research, education, and the latest financial and business news to help investors make more money in the stock market. IBD offers individual and professional investors a comprehensive lineup of print and online products, all based on a powerful investing system that has outperformed the S&P 500.
“Our mission at Investor's Business Daily is to help people make more in the stock market. To carry out our mission, we always look for new ways to serve our customers the most relevant messaging at the right time. We use Qualtrics’ Site Intercept for everything from geo‐targeting to responsive design. Qualtrics has enabled us to provide a customized experience for all users, whether they are new site visitors, seasoned investors, long‐term subscribers, or financial professionals. We also use Site Intercept to promote our webinars, live events, and new features on our website. Using javascript expression variables, we can run acquisition campaigns and serve promotional offers to customers who aren't subscribing to a certain product.” ‐ CMO, Investors Business Daily
Industry
Financial Services
Use Case
Concept Testing
Messaging research
Organization Size
Large
Yahoo
Almost as long as there’s been a world wide web, there’s been Yahoo. Two Stanford Ph.D. candidates created Yahoo in 1994 to be the ultimate guide to the Internet. Today, Yahoo pursues its mission to inform, connect, and entertain its 700 million monthly users with news, apps, games, and more. Yahoo uses Qualtrics for employee insights to improve engagement & retention, and to ultimately deliver better customer experiences that grow the business.
“From employee participation to leadership action, they’re the fastest, most effective employee engagement surveys we’ve ever done, and the results show. Our attrition model has improved by 10X.” -Laura Wegman, Ph.D., Sr. People & Data Insights Analyst, Yahoo
Industry
Technology
Media
Use Case
Employee Insights
Organization Size
Large
ING
ING is a global financial institution with a strong European base, offering banking services. ING’s more than 52,000 employees offer retail and wholesale banking services to customers in over 40 countries. ING is currently among leaders in the Dow Jones Sustainability Index ‘Banks industry’ group. Since the company strives to put customers at the heart of everything it does, ING uses Qualtrics to measure and optimize the entire customer experience.
“With Qualtrics we are able to keep our research in-house because it is so easy to manage surveys and analyze the data. This is critical in order for ING to be able to take immediate action based on the client and employee feedback we are capturing.” -Customer Insights Manager, ING
Industry
Financial Services
Use Case
Market Research
Employee Insights
Organization Size
Large
GE Digital
For more than 100 years, GE has been building the things that matter, from the light bulb, to the first jet engine, to the first x-ray machine. GE Digital focuses on the next major wave of development - the Industrial Internet - building the software and analytics to bring together the power of machines, big data, and people.
"Our challenges were lack of consistent, actionable customer feedback that could be shared throughout the business. To solve that, we set up a business-wide VOC program with Qualtrics integrated into Salesforce.com. We collect customer feedback at many transactional touchpoints across the customer journey, as well as with periodic relationship and product surveys. I use Site Intercept and Vocalize text analytics to enhance our program." -Mike Wayner, Customer Insights Manager, GE Digital
Industry
Technology
Use Case
Voice of the Customer (VoC)
Digital Experience
Organization Size
Large
City of Provo
Provo is the third-largest city in the U.S. state of Utah, located 43 miles (69 km) south of Salt Lake City. Forbes ranked Provo #4 for Best Places for Business and Careers. Provo is the largest city and county seat of Utah County. The city uses Qualtrics for citizen insights and to conduct a wide range of projects from maintaining trails and parks to managing a thriving business environment.
“We were trying to figure out how to get resident information as quickly as possible. Qualtrics gives us representative data in real time so that we can improve the quality of life for all our residents, not just those who show up to city council meetings.” -John Curtis, Mayor of Provo City
Industry
State & Local Government
Use Case
Citizen and Public Employee Feedback
Website Feedback
Public Services Feedback
Organization Size
Medium
CBS Interactive
CBS Interactive (CBSi) is an online content network for information and entertainment with engaging, branded websites covering entertainment, news, sports, technology, games, music, food, and business. CBS Interactive brings together ad sales operations, as well as CBS television, sports, and news groups involved in program development.
"Qualtrics survey data gives CBS Interactive actionable insights to improve our products and make effective sales pitches to potential clients. These insights have resulted in successful product launches, millions in increased revenue, and double‐digit increases in brand awareness, all of which help to position CBS Interactive competitively in the digital marketplace.” ‐ CBS Interactive
Industry
Multimedia
Entertainment
Use Case
Concept Testing
Satisfaction research
Organization Size
Large
Blue Cross Blue Shield
Blue Cross Blue Shield is one of the largest integrated healthcare delivery and financing systems in the nation. Blue Cross Blue Shield provides healthcare coverage for 107 million members - one in three Americans - and is accepted by over 90% of doctors and specialists and in all 50 states.
“We use Qualtrics in all areas across the enterprise, including our dental business, stop loss and workers comp business, hospital system, and IT solutions business. We use Qualtrics in nearly every facet, for everything from employee research, to user testing, to concept and naming testing, to assessing perception of providers, to brand awareness research. Qualtrics has helped greatly to drive value in many ways across our enterprise, and we look forward to continuing this effort.” -Shaun Ornot, Market Research Manager, Blue Cross Blue Shield
Industry
Healthcare
Use Case
Market Research
Panel Management
Organization Size
Large
Neiman Marcus
For over a century, Neiman Marcus has stayed focused on serving the unique needs of the luxury market and is widely recognized as a premier luxury retailer. Neiman Marcus is dedicated to providing customers with distinctive merchandise and superior service in its retail stores as well as through direct-to-consumer, print catalog, and online channels. Neiman Marcus uses Qualtrics to deliver exactly what customers want in their shopping experience.
“We use Qualtrics as a key part of our customer and market data analytics toolkit to easily collect customer insights, mine data, manage satisfaction projects, and much more. I continue to be very impressed with Qualtrics and recommend it to anyone and everyone." - Jeff Rosenfeld, Vice President of Customer Insight and Analytics, Neiman Marcus
Industry
Retail & eTail
Use Case
Market Research
Organization Size
Large
Autodesk
Founded in 1982, Autodesk, Inc. is an American multinational software corporation that makes software for the architecture, engineering, construction, manufacturing, media, and entertainment industries. Autodesk is headquartered in Mill Valley, CA. Autodesk uses Qualtrics to conduct research about products, customer loyalty, and users, with the goal of obtaining a more holistic view of the touchpoints that make up the customer journey and improving customer experience.
“We’ve made huge leaps forward using Qualtrics in our platform for surveys at Autodesk. Most Autodesk teams have converted over to Qualtrics and most people love it! We have over 200 users of Qualtrics who are survey authors and about 100 more who are survey viewers. Our company is going through some changes in our business model, so it’s really important that we understand what our customers have to say. For example, when support interaction surveys reveal issues, Qualtrics triggers responses within our organization to make sure customers receive follow-up support.” -Autodesk
Industry
Technology
Use Case
Market Research
Panel Management
Digital Experience
Organization Size
Large
Pandora Radio
Pandora first started playing personalized radio for listeners in 2000. The idea behind the company’s Music Genome Project was to delight listeners by serving up songs with interesting musical similarities to their existing favorites. Pandora used Qualtrics to recruit, build, maintain, and utilize a community panel named “The Soundboard,” made up of 30,000 registered listeners.
“In ten months, with the help of Qualtrics, we have fielded over 75 short polls and long-form surveys to our Soundboard members, each one averaging approximately 2,000 completed surveys. The rich insights we have gathered from this valuable resource have provided a tremendous boost to our sales and marketing efforts.” -Jane Collins, Senior Director of Consumer Insights, Pandora
Industry
Multimedia
Entertainment
Technology
Use Case
Market Research
Panel Management
Organization Size
Medium
PwC
PwC focuses on audit and assurance, tax, and consulting services. Additionally, in the US, PwC concentrates on 16 key industries and provides targeted services that include - but are not limited to - human resources, deals, forensics, and consulting services. PwC builds lasting relationships with its clients and focuses on delivering value in all they do. PwC was named one of Fortune’s ‘100 Best Companies to Work For’ every year from 2005-2016.
“Qualtrics has given us a wonderful, easy, and hassle-free way to produce professional and clean quantitative surveys. Using Qualtrics, we've been able to develop new products for largest multinational corporates, help our clients gain insight into their strategy and operations, and embed new ways of working to improve our clients’ operational efficiency and drive superior business returns. Our clients have consistently been delighted with how easily we've been able to build surveys, incorporate qualitative components, and draw deep insights from their people.” -Jessica B. Wong, PwC
Industry
Professional Services
Use Case
Market Research
Customer Experience Management
Organization Size
Large
Monsanto
Monsanto is a sustainable agriculture company that delivers agricultural products that support farmers all around the world. Monsanto is focused on empowering farmers - large and small - to produce more from their land while conserving more of the world's natural resources such as water and energy. The company strives to make its products available to farmers throughout the world by broadly licensing its seed and trait technologies to other companies. In 2013 Monsanto was named one of the “100 Best Corporate Citizens” by CR Magazine.
“We recently went through an external audit for our ethics and compliance program. We detected a need to complete an assessment of our distributor network. We utilized Qualtrics to survey our leadership across the company to determine what risks were present. From the survey results, we were able to determine the level of controls that we needed to put in place. Qualtrics was instrumental in helping us make this determination.” -Angela Lawless, Monsanto
Industry
B2B
Agriculture
Biotechnology
Use Case
Market Research
Organization Size
Large
Crate & Barrel
Crate & Barrel first opened its doors in 1962 as a family business. Today, this continent-wide seller of home goods continues to delight customers with its selection and commitment to customer service. Crate & Barrel uses Qualtrics 360 to conduct annual performance reviews online, eliminating manual processes.
“We were using a solution for performance reviews that was cumbersome and inefficient. Moving to Qualtrics, we streamlined the process so reviewing managers could complete reviews quickly using a rating scale. Additionally, we gained the ability to create customized review forms in a matter of days to match functional areas within each department. We reduced assessment time for managers by 75%.” -Emma McGuire, Crate & Barrel
Industry
B2B
Agriculture
Biotechnology
Use Case
Market Research
Organization Size
Large
Roche
Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. Twenty-nine medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry seven years in a row by the Dow Jones Sustainability Indices.
“With Qualtrics we’ve been able to achieve improved audience and market understanding, both in breadth and depth. We’ve also been able to improve our research speed and the quality of our products and services. From a customer experience standpoint, Qualtrics has helped Roche increase awareness and purchase behavior, customer satisfaction, loyalty, and advocacy. A bonus is that we’ve been able to increase our ability to connect employee engagement to customer experiences.” -Eva Poggio, CX Manager, Roche
Industry
Biotechnology
Pharmaceuticals
Healthcare
Use Case
Market Research
Customer Experience Management
Employee Research
UX
Case / Incident Management
Organization Size
Large
Girl Scouts of the USA
The Girl Scout mission is to build girls of courage, confidence, and character who make the world a better place. The non-profit organization is “2.7 million strong.” With so many members, proper flow of communication between organization leadership and local councils is essential.
“I used Qualtrics to collect a wide range of survey data from the 112 local Girl Scouts councils, which I then was able to turn into the first-ever comparative report on five key business questions. The report contained over 20 charts and graphs and was customized for each council. When we wanted to conduct our next round of surveying & reporting, Qualtrics made it easy for us to create separate question sets for councils that did not respond to our initial survey, eliminating repeat questions.” -John Jerger, Senior Analyst
Industry
Non-profit
Use Case
Market Research
Panel Management
Organization Size
Small
Six Flags Entertainment Corporation
With 18 parks across the United States, Mexico, and Canada, and two planned locations in China and Dubai, Six Flags is the biggest regional theme park company in the world. Six Flags provides over 29 million annual guests of all ages with the best and most diverse entertainment experience they can find close to home.
“Our guests are passionate about our parks—they visited growing up, and now a lot of them bring their kids. They tell us what they think in the hope that we’ll use their feedback to make the park better for their next visit. We work very hard not to let them down. Managers at every level of the organization pore over the data we collect with Qualtrics to make both day-to-day and long-term strategic decisions.” -Insights Manager, Six Flags
Industry
Media
Entertainment
Use Case
Market Research
Voice of the Customer (VoC)
Employee Insights
Organization Size
Medium
Overstock.com
Overstock.com strives to provide its customers with quality products at the best prices possible, as well as to give them a level of service that they will never forget, making them want to come back for more. Overstock.com uses Qualtrics for customer and market research, brand research, product development research, as well as their Voice of the Customer program.
"Qualtrics has the flexibility for me to create and administer quick and basic research, as well as very complex and in-depth programs. We are addressing business problems for internal teams and answering major questions that impact the direction of the whole company." -Spencer Frandsen, Customer Insights Manager, Overstock.com
Industry
Retail & eTail
Use Case
Market Research
Voice of the Customer (VoC)
Organization Size
Medium
Cars.com
With an average of more than 31 million visits each month, Cars.com is the leading online destination for car shoppers and owners. Through unbiased editorial content, vehicle listings, dealer reviews, side-by-side comparison options, build and price tools, photo galleries and videos, Cars.com gives drivers the information they need to make confident decisions.
“Qualtrics has given us the ability to tap into our customers. B2B customers are notorious for not only being extremely fickle and difficult to reach, but expensive to reach. With Qualtrics, we’re able to send our dealer customers focused and deliberate questions and have found they want to give us input. Response rate has increased and so has engagement with our brand. We net out positively because of Qualtrics.” -Brenna Schaaf, Insights Strategist, Cars.com
Industry
B2B
B2C
Use Case
Market Research
Digital Experience
Site Intercept
Organization Size
Medium
Quiznos
The Quiznos franchise began over 30 years ago in Denver, CO. Quiznos “dares to be different,” and serves up great-tasting toasted sandwiches made with quality ingredients. Quiznos implements innovative advertising strategies to appeal to diners around the nation and uses Qualtrics to help get it right.
“With Qualtrics Site Intercept, we thought we were getting a simple tool that would perform like standard online advertising, but a 30% click through rate exceeded our expectations. We are getting people to interact with our marketing messages at a higher level than we anticipated. The best part is that our marketing team can deploy all our online promotions without needing help from our IT department.” -Insights Manager, Quiznos
Industry
Consumer Goods
Use Case
Market Research
Digital Experience
Site Intercept
Organization Size
Large
Dun & Bradstreet
Dun & Bradstreet was founded in 1961 and is now a leader in risk management and identification of business opportunities. D&B aims to contribute to the growth of the economy in all layers while assisting clients in making informed business decisions. The company offers its customers solutions to manage business risks and identify business opportunities. D&B Solutions provides comprehensive knowledge and insights at the country and industry levels.
“With Qualtrics we’ve been able to achieve improved audience and market understanding, improve our rapid research capability, and help our clients increase their employee engagement, customer satisfaction, loyalty and advocacy.” -Bianca Martinez, Consultant, D&B
Industry
Financial Services
Consulting
Use Case
Market Research
Employee Engagement
Customer Experience
Voice of the Customer (VoC)
Organization Size
Large
America First Credit Union
America First Credit Union was founded in 1939 and has become one of the largest and most progressive credit unions across the US. Dedicated to putting its members first, America First sets itself apart in the competitive financial industry through superior member service and tailored products to help its members achieve financial well-being.
“Since we don’t have a commodity to offer in the financial services market, America First Credit Union has to provide the best possible experience to its members every day. Qualtrics allows us to put our members first because we can act quickly on real-time feedback.” -Tammy Gallegos, VP of Marketing, Communication and Service Quality
Industry
Financial Services
Use Case
Voice of the Customer (VoC)
Customer Insights
Organization Size
Small
Baltimore County Public Schools
Baltimore County Public Schools (BCPS), the 25th largest school system in the United States with 108,376 students, is focused on creating a culture of deliberate excellence. BCPS has been recognized by Education Week for having the second highest graduation rate among the nation's largest school districts. BCPS needed the ability to reach students, parents, and teachers on any device and have every survey be consistent and user-friendly. Qualtrics was essential because it is a flexible solution that can meet the demands of a complex and multifaceted plan, and yet deliver a simple, easy, and effective experience for respondents of any age.
“Qualtrics gave our team the ability to reach people on any device and in any language. The district could promote it, and then others could promote it, which increased our response rates dramatically - from 500 responses before Qualtrics to over 70,000 after Qualtrics!” - Renard Adams, Executive Director of Performance Management and Assessment
Industry
Academic
Education
Use Case
Market Research
Customer Experience
Employee Insights
Organization Size
Large
Anomaly
Born out of IPG’s media agencies, Anomaly is a boutique research and analytics unit specialising in the media and advertising sector. Servicing a wide range of clients, both big and small, Anomaly works to extract insights from customer, media, market, economic, and research data, while intertwining sources to deliver more holistic answers to clients’ problems. Anomaly offers a wide range of research and analytical solutions, including in-depth, face-to-face interviews; research panel development and management; customer behavioural segmentation; market mix modelling; and attribution modelling. With the increasing need to deliver real-time, actionable insights to client desktops, Anomaly also offers data visualisation.
“We were looking for a market research technology provider that could help us obtain a competitive advantage and would allow us to get one step ahead of the technology curve in market and marketing research. Qualtrics allows us to take our market research to the next level with advanced reporting and allows us to obtain a competitive advantage through real-time data.” - Jane Watson, Head of Solutions
Industry
Market Research
Use Case
Market Research
Product Research
Concept Testing
Net Promoter Score (NPS)
Customer feedback
Consumer research
Organization Size
Large
Reach Out
ReachOut is a not-for-profit organisation, started in 1996 in response to Australia’s growing suicide rates. ReachOut works with young people and experts to deliver mental health services online. Their aim is to provide early care to young people experiencing mental health problems. ReachOut provides practical tools and support to help young people get through tough times. ReachOut uses Qualtrics Research Suite and Panels to perform multiple research studies at any point in time
“We needed to evaluate our programs’ effectiveness with regard to impacting young people’s mental health and reaching our target group. We needed a provider that would allow us to conduct sophisticated and complex research on an easy-to-use, multichannel platform." - Atari Metcalf, Senior Evaluation Manager
Industry
Non-profit
Use Case
Market Research
Customer Satisfaction
Customer feedback
Organization Size
Small
Zenshifts
Zenshifts provides Australia's simplest rostering software to independent business owners throughout Australia and New Zealand. Zenshifts’ cloud-based software allows owners and managers to control labour costs, improve communication and task management throughout the organisation, track and manage attendance, then push it all into payroll software. As a company, Zenshifts prides itself on being customer- and product-focused and relies on Qualtrics to ensure they are delivering the right products to their customers.
“Being a SaaS company, we’re constantly developing our product by adding in new features. Before Qualtrics, decisions around what features to develop next were made internally based on what we thought was most valuable to our customers. This was not an ideal scenario since new product features should meet the needs of customers. With Qualtrics, we’re able to make data-driven decisions based on real-time customer feedback. The feedback we’ve received has resulted in drastic improvements, including changes to 60% of our product development roadmap. In some cases, what we thought were desirable features turned out to be the least requested. We’re now able to give customers a voice and act on customer insights to improve business operations and increase customer satisfaction, loyalty and retention.” - Andy Longworth, CEO
Industry
Technology
Use Case
Product Testing
Concept Testing
Customer Satisfaction
Organization Size
Small
TU Delft
The Delft University of Technology (TU Delft) is the largest and oldest Dutch public technological university in the Netherlands. By offering free online courses in addition to its traditional curriculum, the University seeks to further its mission to bring valuable knowledge to as many people as possible.
“We have increased insight into how our courses are performing, which allows us to improve our course designs.” - Jan-Paul Van Staalduinen / Project Manager Research & Visual Labs
Industry
Technology
Use Case
Product Testing
Concept Testing
Customer Satisfaction
Organization Size
Small
Jackson College
Jackson College (Michigan) is an Achieving The Dream (ATD) Leader college. In order to deliver on the school’s promise, “Your Success. Our Guarantee,” Jackson College leaders are breaking ground on developing and sharing new ways to improve educational outcomes for students of color.
Qualtrics Experience Management provided Jackson College with a sophisticated, time-saving solution. For example, when a student identifies himself as a male of color (the demographic group with the greatest risk of not completing college) during the college’s enrollment process, he receives an email containing a unique survey link. His responses are automatically captured in a “Student Story”, a summary that allows a dedicated mentor and advisor to understand that student’s background, challenges, and aspirations at a glance.
Industry
Education
Use Case
Student & Employee Research
Organization Size
Medium
Rockend
With over 5500 customers, Rockend provides innovative, reliable and easy-to-use property management, strata management, document management and real estate trust accounting software. Operating across Australia and New Zealand for 35 years, they have been the market leaders in the property software industry as a result of their award-winning customer service and leading training programs.
Qualtrics has helped Rockend to prioritise stakeholder experiences across the organisation, resulting in a positive impact for customers, employees, and the organisation’s bottom line. Decisions made at the C-level are now data-driven, with business leaders having greater confidence that they are making informed choices. Scott Downing said, “It was a massive shift for us to move away from just managing the business according to conventional metrics. We know that customers have an important opinion and each time they give feedback, it’s a gift.
Industry
Professional Services
Use Case
Customer Experience
Real-time customer insights
Reduced internal silos
Organization Size
Medium
Fuji Xerox
Fuji Xerox offers a large range of printing and multifunction devices for office and production environments, as well as services, cloud and mobile solutions and software, across 15 countries in the Asia-Pacific region.
For a global company with a large number of employees, maintaining customer centricity can be a daunting challenge. By leveraging the power of the Qualtrics Experience Management Platform, Fuji Xerox brought actionable customer insights to employees throughout the organization so that they could revolutionize the customer journey.
With the total control of survey creation and distribution that Qualtrics offers, Fuji Xerox can now collect experience data whenever it’s needed. Fuji Xerox receives a multitude of responses in multiple languages through its website, customer satisfaction emails, and support centres.
Industry
Technology
Use Case
Customer Experience
Customer feedback
Survey Distribution
Organization Size
Enterprise
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