Leading Organizations Choose Qualtrics to Understand and Act on Customer Feedback During Challenging Times

Qualtrics , the leader and creator of the experience management category, announced that hundreds of organizations worldwide, including L.L. Bean and Vinfast, selected its customer experience solutions in the third quarter of 2022 to create extraordinary experiences for customers during an uncertain time.

“When times are tight, customers are looking closely at where they spend their money. A single bad experience—like an error at checkout or a frustrating customer care conversation—can result in a lost customer”

“When times are tight, customers are looking closely at where they spend their money. A single bad experience—like an error at checkout or a frustrating customer care conversation—can result in a lost customer,” said Brad Anderson, Qualtrics’ President of Products and Engineering. “Organizations must understand exactly how their customers feel and where they are experiencing issues, whether it’s on their digital channels, their contact center, or in their physical locations, so they can take the right action in real time before those issues turn into lost revenue.”

Rising costs are changing the consumer landscape, and people are taking steps to improve their financial standing by trimming their expenses, according to Qualtrics research. Almost one in five (18%) working adults have cut their expenses by moving to an area with a lower cost of living, and another 13% are planning to do so. Nearly 70% of working parents say their pay isn’t keeping up with costs. At a time when customers’ needs, circumstances and priorities are changing quickly, it’s crucial that companies know what their customers find important and take action to make changes to fit those unique needs.

Qualtrics’ CX platform allows organizations to listen to customer feedback wherever their customers are — through surveys, online reviews, call center conversations, social media and more. With that data at their fingertips, companies can better understand how their customers are feeling and what action they need to take to better their brands and products to fit changing consumer needs in a competitive market.

In the third quarter, the following organizations chose Qualtrics to better understand peoples’ emotions, effort and intent to create more personal and empathetic experiences: