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Experience Management (XM) Platform
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Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
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Featured  Report

Patient Experience Improvement 2021: Increased Consumerism Driving Need for Customized, Real-Time Feedback
Patient Experience Improvement 2021:
Increased Consumerism Driving Need for Customized, Real-Time Feedback
December 2021
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User Commentary

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VP/Other Executive

Functionality and Upgrades

The product has been great for us. We can create our own surveys and ask the questions that we need...

Dec 2022
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VP/Other Executive

ROI / Cost (care and feeding)

Qualtrics gives us what we need, and we don't have to spend too much. The product is affordable for...

Dec 2022
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VP/Other Executive

Service and Support

Everybody that I have worked with at Qualtrics has been excellent. Our account representative has...

Dec 2022
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VP/Other Executive

Implementation and Training

Qualtrics has a lot of online resources, so if I have a question about how to get a specific data...

Dec 2022
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VP/Other Executive

Lessons Learned

I would tell other organizations to know what they need ahead of time. Qualtrics provides a whole...

Dec 2022
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Manager

Functionality and Upgrades

We use Qualtrics for a lot of text message surveying, and we occasionally get delivery failures. The...

Nov 2022
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Manager

Relationship

My Qualtrics contact is very nice. They are fully aware of our issues and help us feel validated.

Nov 2022
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Manager

Functionality and Upgrades

I have been trained to do a lot of things with the product, and there is a level of complexity to...

Nov 2022
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Manager

ROI / Cost (care and feeding)

I love Qualtrics because of the real-time drill-through capability for tickets. We can preset which...

Nov 2022
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Manager

Lessons Learned

I have received feedback from some of my other peers who work with Qualtrics directly without a...

Nov 2022
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Manager

Functionality and Upgrades

There is one thing about Qualtrics I do not like, and that is that they cannot fix what is in the...

Nov 2022
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VP/Other Executive

Functionality and Upgrades

We are still working on driving outcomes with the platform because we are so new to it. We just have...

Oct 2022
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VP/Other Executive

ROI / Cost (care and feeding)

We have successfully built a number of different dashboards within the platform. We have also...

Oct 2022
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VP/Other Executive

Relationship

Qualtrics keeps their promises most of the time. There are occasionally some things that we have to...

Oct 2022
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VP/Other Executive

Implementation and Training

There were a small number of technical issues around stability when we first went live. We were...

Oct 2022
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VP/Other Executive

Implementation and Training

Qualtrics’ training has been really good. There is a little opportunity there, but it is pretty good....

Oct 2022
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VP/Other Executive

Functionality and Upgrades

Qualtrics’ product works as promoted. It is fantastic. I know we are not using the platform to its...

Oct 2022
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VP/Other Executive

Win/Loss - Why they were selected (by current clients)

Qualtrics’ proactiveness is good. That is really why we bought their product. Qualtrics is also...

Oct 2022
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Director

Relationship

Qualtrics’ executives are pretty responsive. We work with one particular executive, and we can tell...

Oct 2022
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Director

Functionality and Upgrades

The surveys are usually very specific to what we are trying to gather data on, and the surveys seem...

Oct 2022
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Director

Other Observations & Comments

There is another vendor that does a lot of the things that Qualtrics does. If that vendor can prove...

Oct 2022
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Director

Service and Support

Qualtrics does a lot of their development in-house, and they can usually deliver and turn things...

Oct 2022
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Director

Other Observations & Comments

Sometimes things pop up, and we see unexpected things on an invoice or a statement of work. When we...

Oct 2022
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Director

Implementation and Training

We have done some implementations with Qualtrics, and if we end up having to work with their...

Oct 2022
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Director

Implementation and Training

Qualtrics has a pretty extensive library, but with Qualtrics, it is a little hard to get in-person...

Oct 2022
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Director

Service and Support

Qualtrics is very responsive to our needs. Our HR department absolutely loves the work that...

Oct 2022
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Director

Service and Support

With Qualtrics, we open a ticket with the help desk, and then we wait for a callback. The callback...

Oct 2022
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VP/Other Executive

Implementation and Training

I was extremely satisfied with the implementation of Experience Management Platform. The...

Oct 2022
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VP/Other Executive

Implementation and Training

Qualtrics had a third-party vendor that did the training, and the training wasn't as comprehensive...

Oct 2022
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Director

Technology

We are using three forms of capture. We are using email, text messaging, and the Qualtrics offline...

Oct 2022
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Director

Implementation and Training

We have not been happy with the training and education. Getting an organization going on the product...

Oct 2022
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Director

Service and Support

In terms of keeping promises, Qualtrics has ultimately always tied things off with us. But lately,...

Oct 2022
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VP/Other Executive

Relationship

Qualtrics is very transparent about their processes. Things do go wrong, but the vendor is very...

Oct 2022
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Manager

ROI / Cost (care and feeding)

I like that Experience Management Platform is a comprehensive data collection, analysis, reporting,...

Oct 2022
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Manager

Service and Support

I really like the technical support that is available either through our dedicated technical account...

Oct 2022
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Director

Relationship

Qualtrics churns their representatives out pretty quickly. They are not with our organization long...

Oct 2022
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VP/Other Executive

Relationship

Some of the platform’s reporting capabilities are not what we need, so we have to use a different...

Oct 2022
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VP/Other Executive

ROI / Cost (care and feeding)

We have regularly scheduled meetings with the vendor’s leaders, their technical people, and our...

Oct 2022
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Director

Implementation and Training

When we ask for help from Qualtrics, they often just point to our training representative. Of...

Oct 2022
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Director

Relationship

Early on in our relationship with Qualtrics, we had a lot of vendor executive involvement. But we...

Oct 2022
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Director

Functionality and Upgrades

The ease of use for the end users would be a high point for Qualtrics' system. Training and...

Oct 2022
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Director

Lessons Learned

If I were talking to a peer or friend about Qualtrics, I would suggest definitely hiring somebody...

Oct 2022
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Manager

Relationship

Qualtrics has become an important strategic thought partner of ours as we look to the future and how...

Oct 2022
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(0)
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Manager

Other Observations & Comments

Something that has been hard or challenging with Qualtrics is the contracting process, and that...

Oct 2022
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(0)
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Manager

Functionality and Upgrades

Experience Management Platform is easy for patients to use when they are doing COVID-19 testing and...

Oct 2022
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(0)
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Manager

ROI / Cost (care and feeding)

What we love about Qualtrics' product is the flexibility we have to continually try new things and...

Oct 2022
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(0)
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Manager

Functionality and Upgrades

With Qualtrics' platform, we can set up automation, but we can only automate things with electronic...

Oct 2022
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VP/Other Executive

Win/Loss - Why they were selected (by current clients)

We went to Qualtrics' system because of the technology's flexibility and scalability. We are a large...

Oct 2022
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VP/Other Executive

Relationship

We interact with the support team in person; we don’t call a number. We have a technical account...

Oct 2022
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VP/Other Executive

Technology

The technology is very reliable. The things that we put in place were deployed at a large scale and...

Oct 2022
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VP/Other Executive

Functionality and Upgrades

Qualtrics' system is a very particular type of technology. The vendor develops new things all the...

Oct 2022
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VP/Other Executive

Implementation and Training

With Qualtrics, clients may end up with a contractor working on their implementation. Our contractor...

Oct 2022
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VP/Other Executive

Other Observations & Comments

The core of Qualtrics’ technology is flexibility. Flexibility is a huge part of the vendor's value...

Oct 2022
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VP/Other Executive

ROI / Cost (care and feeding)

The best metric is our number of users. Adoption means that the system is getting popular across our...

Oct 2022
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(0)
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Manager

Service and Support

We have really benefited recently from having a technical account manager. We never had access to a...

Oct 2022
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(0)
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Manager

Relationship

Qualtrics makes a lot of changes, and they are going through a lot of acquisitions. Every time...

Oct 2022
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Manager

Functionality and Upgrades

Qualtrics' platform is rather complex, and we have to know a lot of things in order to do things...

Oct 2022
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Manager

Future Outlook

Qualtrics is pretty quick to integrate new technology, though we have been waiting a long time to...

Oct 2022
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Manager

Relationship

We are very fortunate to be working with really strong teams from Qualtrics.

Oct 2022
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Manager

Lessons Learned

We were told by Qualtrics that we could put data side by side in an enterprise solution style even...

Oct 2022
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(0)
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Manager

Service and Support

The Qualtrics product is great, but Qualtrics is still a very young company. There is a lot of...

Oct 2022
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(0)
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Manager

Lessons Learned

We have been very happy with our time with Qualtrics, but we were unaware of a number of gaps that...

Oct 2022
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Manager

Service and Support

For some of Qualtrics’ support, we have to pay for the extra hours for the initial build, but other...

Aug 2022
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Manager

Technology

I like the ability to build surveys and dashboards. There is definitely a learning curve, but once...

Aug 2022
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(0)
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Director

Relationship

We have a great relationship with Qualtrics. We have an account manager who we meet with routinely,...

Jul 2022
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(0)
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Director

Win/Loss - Why they were selected (by current clients)

An affiliate organization of ours recommended Qualtrics to us, so we checked them out. We were...

Jul 2022
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(0)
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Director

Service and Support

The vendor is very proactive. They are always telling us about new technology. When the vendor looks...

Jul 2022
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(0)
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Director

ROI / Cost (care and feeding)

One thing the vendor could improve on is the cost. The product is very expensive. We do have a...

Jul 2022
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Article
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Patient Experience Will Require More Than Just CAHPS
20 December 21    |   Adam Cherrington, Dan Czech and Ciera Black Walker
Our Patient Experience Improvement report is a first look at customer satisfaction with the solutions used by providers and payers to improve patient experience.



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