YourCX or Qualtrics

Qualtrics is one of the biggest Customer Experience research companies. It not only offers advanced tools for conducting opinion and experience research, but also sets market trends and promotes the topic of consumer experience and market research. Qualtrics also organizes numerous conferences and publishes reports and theoretical studies. The platform allows accurate targeting of surveys and flexible adaptation of research questionnaires to specific needs.

The YourCX research platform has similar targeting and survey design capabilities. We place great emphasis on the service aspect - we support our corporate clients at all stages of user experience optimization: from research strategy design to reporting, optimization and monitoring. What sets us apart above all is that we supplement this data with a more complete context by combining web analytics with CX research. The importance of CX data in this process cannot be overstated, as it provides actionable insights from various channels. The tools we offer for path analysis, conversion funnel creation, session recording and technical data complement quantitative (metrics, benchmarks) and qualitative (comments, suggestions, feedback) data in a complementary way. Despite our much smaller size, we successfully support global players in many international markets.

YourCX’s more important advantages:

• We combine web analytics (path analysis, conversion funnels, traffic sources, etc.) with full quantitative (benchmarks, metrics) and qualitative (feedback, comments and suggestions) context.
• We allow you to capture emotions and experiences at different points of contact with the brand (both online and offline). We make it possible to analyze them both individually and collectively.
• We are like a Swiss Army Knife, which has many solutions and even more applications. There are no impossible topics for us in the field of research, we flexibly approach the problems of each client, which is confirmed, for example, by our testimonials and reviews on G2
• We offer full service support in analysis, reporting and creation of effective consumer experience research strategies. We answer the question: why?

See a more detailed comparison of the two solutions to make your own decision on choosing a partner:

Ease of implementation

• YourCX research platform provides fast and intuitive implementation, actively supported by your own team of experts. On more than one occasion, research implementation took less than an hour. Additionally, YourCX provides real-time insights, which aid in the fast and intuitive implementation process.
• Qualtrics longer and more complex implementation process, often requiring additional user training.

Flexibility of customization

• YourCX research platform very high flexibility to customize the tool to meet the needs of your target audience. The development team instantly prepares the required customized solutions without the need to purchase premium add-ons. We have a startup approach to development making us respond very quickly to new needs
• Qualtrics Moderate flexibility - great capabilities, but often requiring the purchase of more expensive plans or premium add-ons.

Customer support

• YourCX provides strong, proactive customer support; dedicated account manager, regular consultations and quick response. This proactive approach helps in achieving customer retention by ensuring customer satisfaction and loyalty.
• Qualtrics: good support available, but often requires buying a higher package to get full support capabilities. Sometimes necessary to find an external partner to support implementations.

Cost of implementation

• The YourCX research platform provides a flexible cost estimate to fit the needs of small, medium and large enterprises alike. The cost is nevertheless significantly lower than Qualtrics
• Qualtrics: High implementation costs, often beyond the financial reach of SMEs.

Pricing model

• YourCX: Individual pricing depending on the scope of the project. Individual modules can be added or removed. Generally a flat-rate approach that allows for more secure budget planning on the client side.
• Qualtrics: Subscription-based enterprise model with high pricing, mainly aimed at large organizations with big budgets.

Market segments served

• YourCX's research platform focuses mainly on large and medium-sized enterprises, especially in the retail, e-commerce, finance and telecommunications segments. We support both omnichannel businesses and strictly e-commerce in international markets.
• Qualtrics: Very broad spectrum, mainly global corporations, large technology companies, the public sector and the growing large e-commerce segment.

High quality data analysis

Quality data is the bedrock of effective customer experience analytics. Accurate and reliable data provides a solid foundation for insightful analysis and informed decision-making. Conversely, poor-quality data can lead to incorrect conclusions, misguided strategies, and wasted resources. To ensure high-quality data, businesses must prioritize robust data collection, processing, and storage practices. This includes implementing stringent data governance policies, utilizing advanced data validation techniques, and leveraging machine learning algorithms to detect and correct errors. By prioritizing high-quality data, businesses can trust their customer experience analytics, making informed decisions that drive growth and enhance customer satisfaction. High-quality data is not just a technical requirement; it is a strategic asset that underpins successful customer experience management.

YourCX gives robust data analysis tools, focus on practical applications of results and fast action. Both manual analysis of results, multidimensional, processing automation, CX analytics, and AI-based speech analysis for multiple languages are possible

Qualtrics offers advanced AI-based analytics, predictive capabilities, text and sentiment analysis

Integrations with external systems

• The YourCX research platform provides integrations through APIs and custom development. We are integrated with CRM, e-commerce and marketing automation systems, as well as online analytics solutions (Google Analytics, Tag Manager, Clarity).
• Qualtrics: an extensive set of off-the-shelf integrations (Salesforce, Zendesk, Adobe, SAP), but with additional fees.

Automation and alerts

• YourCX sends automated notifications and real-time alerts on, for example, negative customer experiences, providing the ability to respond quickly and take immediate action. Also available is a "feedback-loop" subsystem, which supports in managing customer voice and relevant notifications
• Qualtrics provides advanced automation capabilities, which, however, are typically only available in more expensive packages.

E-commerce support for customer retention

• YourCX: Very good integration with websites and mobile apps of online stores. Provides the ability to collect and analyze feedback and user behavior data in real time. Tailored reporting and dashboard mechanisms allow you to efficiently distribute knowledge from surveys
• Qualtrics: also includes extensive and turnkey solutions, especially for large e-commerce stores.

Text Analysis (NLP, AI)

• YourCX: Advanced analysis of emotion and sentiment in customer feedback for multiple languages. Fully automated categorization and grouping of statements to capture relevant trends
• Qualtrics: Also provides powerful text, sentiment and topic analysis through integration with Clarabridge

Scalability for SMEs

• YourCX: Highly accessible and upwardly scalable; while lacking a simple package for micro-businesses, works well for medium-sized enterprises.
• Qualtrics: Technically scalable downward, but price barrier to entry for smaller companies remains high.

Integration with customer journey analysis

Customer journey mapping is a powerful tool for visualizing and understanding the customer experience. It involves creating a detailed representation of the customer’s journey, from initial awareness to post-purchase support. By mapping the customer journey, businesses can identify pain points, areas of friction, and opportunities for improvement. This enables them to design targeted solutions that address specific customer needs, preferences, and behaviors. Customer journey mapping also helps businesses prioritize investments, allocate resources effectively, and measure the impact of their customer experience initiatives. By leveraging customer journey mapping, businesses can create seamless, intuitive, and personalized experiences that drive customer engagement, loyalty, and retention. This strategic approach ensures that every touchpoint in the customer journey is optimized for maximum satisfaction and value.

YourCX: Very good capabilities to tightly integrate survey results with user behavior data on the site or in the application, important in e-commerce, for example, with Clarity, Google Analytics and Google Tag Manager. Analytics modules of YourCX platform allow to analyze and visualize Customer Journey on websites

Qualtrics: Integration capabilities also high, but mainly geared toward large companies, often available at additional cost.

Local market support

• YourCX: Strong local support. The platform support team works close to customers, providing fast and personal service.
• Qualtrics: High-level global support, but less locally focused and less customization-oriented.

Customer Experience Analytics - why it's so important?

Customer experience analytics is the cornerstone of understanding and enhancing the customer journey. By collecting, analyzing, and interpreting customer data, businesses can gain deep insights into customer needs, preferences, and behaviors. This process helps identify areas for improvement, optimize customer interactions, and create personalized experiences that drive customer engagement and loyalty. Leveraging customer experience analytics allows businesses to uncover valuable insights into customer behavior, preferences, and pain points, enabling data-driven decisions that enhance customer satisfaction and retention. In essence, customer experience analytics transforms raw data into actionable data, providing a clear roadmap for improving the overall customer experience.

If you are considering working with Qualtrics or YourCX, don't hesitate any longer, let's talk!