Guided Solutions

About Guided Solutions

Solutions help you build questions and blocks based on information you set, such as product names or the method you’d like to use to collect information. The question structures used in solutions are based on industry-standard research designs and perfected by subject-matter experts.

Solutions are different from templates, in that templates create a survey for you, whereas solutions take you step by step through the survey creation, distribution, and reporting process. You can look through a list of solutions in the XM Marketplace.

Getting Access to Guided Solutions

If you’re interested in getting access to one of these solutions, please reach out to your Qualtrics Account Executive. Please note that solutions available to you may depend on the features enabled to your license. For example:

• Any solutions with dashboards listed require access to CX Dashboards.
• Any solutions with digital intercepts listed require access to Website / App Feedback.
• Any solutions with tickets listed require the “Use Qualtrics Tickets” permission.

If a solution requires a permission not listed above, it will be noted in its description.

Access to certain solutions will be tied to certain feature permissions associated with the solution. If you need to have a permission enabled in your account, reach out to your Brand Administrator. Brand Administrators, see User, Group, and Division Permissions.

Enabling XM Solutions

Before you can use an XM Solution, you need to install it for your organization. Once you’ve completed these steps, you can also decide who is allowed to use the XM Solution.

These steps can only be completed by a Brand Administrator.

Installing a Solution

1. Go to Admin.
   
2. Navigate to the Extensions tab.
   
3. Find the solution you’d like to use, and click Install.

   Qtip: Extensions that have not yet been installed will be grayed-out.

   Qtip: Solutions may include dependencies. Make sure to download these first.
   
4. If it’s a third party solution, you will have to review the terms of use and privacy policy for the extension. Check the box once complete.
   
   Attention: When using a third party extension, you will be asked to review and accept the extension’s privacy policy and terms of use. If you agree to these terms, the chosen third party extensions will have permission to access certain information from your Qualtrics brand through the Qualtrics Public APIs.
5. Click Install.
6. Once the solution and any dependencies have been installed, you will find the solution in your catalog, usually under the same name.
   Attention: If the solution doesn’t appear in the catalog, it may have more dependencies. Reach out to the developer to make sure all dependencies have been included. See how to identify the developer’s contact information. If the solution was developed by Qualtrics, reach out to your XM Success Manager.

Determining Which Users can Access These Solutions

You can determine which users are allowed to build these XM Solutions using permissions. Permissions can be applied to individual users or to entire types, groups, or divisions of users.

Once you’ve opened the permissions, you can find these permissions under Extensions. You may need to Control + F to find them (Or Command + F on a Mac).

Qtip: If a solution has a dependency, you need to enable the dependencies and the solution.

List of CX Guided Solutions

App Optimization: This solution is designed for those who seek to understand customer needs and preferences in order to be able to optimize the mobile app experience. It can also be used to drive product development and innovation in your mobile app and create better digital experiences for your customers. This solution includes 10 premade surveys, a website feedback project filled with fully customized digital intercepts, and an expertly designed dashboard, all inside a digital program. In addition to standard XM Solution permissions, this solution requires the “Access Mobile SDK” permission.

B2B Digital Channel Accelerator: This is a fully built CX program, including automated solutions created with program design best practices for measuring the overall site experience, identifying reasons for digital abandonment, and optimizing the digital support experience. This solution includes customizable surveys, workflows, intercepts and example dashboards, to make program creation easier for your teams. This solution is only available in English.

Community Pulse: This solution was created for local and small government departments and communities. Measure, track, and improve your residents’ quality of life. This solution comes with premade surveys, a dashboard with text analysis, and workflows that add survey takers to your directory.

Customer Care Quickstart: Build and launch a standard Customer Care feedback program and easily uncover insights that drive value for your customers. This solution can provide either a fast time-to-value MVP program or serve as a starter program for less mature organizations. This solution includes 1 premade post transaction survey, pre-configured workflows (including metric change notifications, a dissatisfied customer ticket in Qualtrics, or ticket created in ServiceNow), and an expertly designed dashboard. In addition to the standard permissions listed, this solution requires access to the ServiceNow extension.

Customer Preference Collection: A solution designed around the data that a customer intentionally and proactively shares with a brand, which can include preference center data, purchase intentions, personal context, and how the individual wants the brand to recognize them. This solution includes 2 premade surveys, and a website feedback project filled with fully customized digital intercepts, all inside a digital program.

Digital Customer Journey Optimization: Understand your customers’ overall digital experience, personalize customer interactions, diagnose and fix disruptive journey touchpoints, or identify how the digital journey can be improved in order to drive conversion. This solution includes 11 premade surveys, a website feedback project filled with fully customized digital intercepts, and an expertly designed dashboard, all inside a digital program.

Digital Support Optimization: Deliver a consistent support experience between digital service channels (Help Articles, Support Pages, and FAQs) to human channels (live chat, phone call, social). The goal is to reduce customer effort as well as the cost to serve customers. This solution includes 5 premade surveys, a website feedback project filled with fully customized digital intercepts, and an expertly designed dashboard, all inside a digital program.

E-Commerce Experience Optimization: Understand customer needs and preferences, leading to insights that can improve customer conversion and retention. This solution provides you with premade surveys, digital intercepts, and dashboards designed by experts to help you quickly launch your digital customer experience program.

Frontline Team Assist & Coaching: This solution helps you easily uncover insights for agent and team level performance. This solution can provide organizations with manager level reports or individual agent reports of quality performance scores to unlock self-coaching opportunities. Explore how quality management impacts other scores inside your program, including CSAT. This solution includes our Quality Management starter kit and an expertly designed dashboard.

Government Web Experience: This solution was created for governments and communities looking to evaluate feedback and act on what matters most to improve their websites and services. This solution provides you with 2 premade surveys, 2 digital intercepts, and a dashboard designed by experts to help you quickly gather and analyze feedback about your government website.

Quality Management: This solution was designed to make it easier to perform quality assurance on your customer care teams. Measure how your customer care team is performing with manual sampling, simple scorecards, and by tracking individual interactions. This solution includes 1 premade evaluation survey, supplemental data source, and expertly designed dashboard.

Relationship Health: Understand the experience of your customers through the sales and onboarding journey. Identify the moments that matter in order to resolve systemic issues, improve and emphasize experiences that are impactful, and take real-time action. The goal of this solution is to increase retention and loyalty by identifying and improving moments that matter across the end-to-end customer journey. This program includes premade surveys, workflows, and a dashboard.
Retail Banking Accelerator: This is a fully-built CX program for Retail Banks and Credit Unions. This solution was created with program design best practices for measuring the Health of your customer relationships, optimizing your website experience, and beginning a CX support center program. This solution includes customizable surveys, workflows, intercepts, and example dashboards, to make program creation easier for your teams.

List of EX Guided Solutions

Candidate Experience Program: Continuously measure and act on candidate feedback across recruiting touchpoints with expert-designed and premade components.

Diversity, Equity, and Inclusion Solution: Use our validated model to identify Inclusion gaps and have confidence in how to close them. Our guided Diversity, Equity, and Inclusion (DEI) solution includes intersectional demographics and a robust Inclusion metric.

Exit Feedback: This new EX solution contains an exit survey that enables you to gather experience insights, identify areas for improvement, and summarize key values and takeaways before employees leave your company. This solution provides a survey, dashboard, and communication template.

Experience Design for Workplaces: Hybrid XM Solution: This solution supports leaders who are determining the development and implementation of location and flexible work policies.

Experience Design for Workplaces: Office Program: This solution is created for company leadership and human resources teams to ensure employee feedback is considered in the development and implementation of an office location.

EX25 XM Solution: Employee Engagement program that allows you to measure employee sentiment and feedback using five key performance indicators: engagement, experience vs. expectations, intent to stay, inclusion, and well-being.

EX25 for Healthcare XM Solution: This solution measures the key indicators and topics that drive the employee experience in healthcare, and contains a pre-made survey, message, dashboard, and guided action plans. This enables healthcare organizations to gain insight into the experience of their workforce and mitigate friction points that impact employee retention.

EX for K-12 Education: A holistic approach to measuring and optimizing the teacher experience to increase teacher retention, improve school climate, and drive impact. This solution is designed to address the specific needs and challenges faced by schools and school districts. It includes an expert-made and validated survey, a messaging and communications guide, a dashboard, and guided action plans.

ETX Service Desk Experience XM Solution: This solution enables customers to launch Qualtrics methodology for service desk employee experience listening programs to improve the value they deliver to the employees of the organization. This solution has a premade survey and dashboard.

Japanese Stress Check Solution: Employee Engagement project that allows companies operating in Japan with over 50 employees to run a stress check survey as mandated by the Japanese government. This solution has a premade survey, dashboard, and automated distributions.

Well-being at Work Solution: Employee Engagement program that allows you to understand and take action on employee and team well-being within your organization.

Hiring Manager Experience: Recruitment professionals can use this solution to gather feedback from hiring managers during the interview process. Feedback is collected at critical touch points so recruiters can understand whether key expectations from hiring managers have been met, which provides an opportunity to change strategy in real-time if needed.

Environmental, Social, and Governance (ESG): In this solution, your employees can provide feedback on how they think organization is performing in key environmental, social, and governance areas. Questions are organized into 4 themes: Planet, Prosperity, People, and Policy. This solution includes premade, expertly designed questions, messages, and a dashboard, and makes use of action idea boards and Stats iQ.

List of BX Guided Solutions

BX guided solutions create a BX program with a survey and stacked dataset that follow Qualtrics’ best practices and methodology.

Brand Tracking Quickstart: Brand tracking doesn’t need to be complicated; this solution provides the insights you need to stay ahead of the competition. Validate the effectiveness of marketing actions and investments, compare what other brands in the marketplace are doing, establish and manage your brand’s promises and perceptions, and detect emerging trends among consumers.

Competitive Benchmarking: Understand how your brand performs against competitors by measuring how customers rate the brands they use. This solution provides insight into how a brand’s CX performance compares to their competition, how CX performance influences consumer choice, which customers are at risk, and which touchpoints drive risk and opportunity.

List of Strategic Research Guided Solutions

Audience Management Program: Create and manage your own panel of respondents.

Concept Testing Program: Program that identifies which product or service offers the best market opportunities by testing product features, branding, and messaging. These concepts are all managed in the same place, allowing you to view top concept scores and create dashboards to report out to your team.

Conjoint: Provide customers with a variety of feature bundles and ask them which ones they’re most likely to purchase. See linked page for extensive feature details.

Idea Screening XM Solution: Screen a set of ideas to discover which ideas resonate the most with your respondents. This solution targets early-stage innovation efforts to help you understand which ideas and product lines have the most potential before investing further in their development.

MaxDiff: Conduct a MaxDiff analysis to understand the priority and importance that customers (or employees) assign to product features or attributes. See linked page for extensive feature details.

Needs-Based Analysis: Identify the needs of a product user and measure the gap between what the product currently does and what the user needs. This solution includes a pre-built survey and report.

Pricing Study (Gabor Granger): The Gabor Granger Pricing Technique finds the relationship between price and demand, uncovering the optimum price point. This solution includes a pre-built survey and report.

Pricing Study (Van Westendorp): The Van Westendorp method uses a series of questions associated with product descriptions to identify key psychological price points. This solution includes a pre-built survey and report.

Product Feature Prioritization: Use a card sorting survey to get a list of potential product features that deliver the most value to potential buyers or past customers. This solution includes a pre-built survey and report.

Video Feedback and Video Diary Study: Bring your customers’ thoughts and feelings to life by letting them share their experiences in their own words. Analyze prevalent topics and sentiment based on video footage, then create and share highlight reels that communicate the most impactful findings from the customers themselves. This solution includes a survey, video editor, and dashboard.

List of Strategic UX Guided Solutions

Tree Testing: A usability testing method for evaluating the effectiveness of a website’s navigation structure or information architecture. Tree testing is used to determine how easily users can find specific content or features on a website.

UX Research Card Sorting: A UX research solution designed to improve the user experience associated with websites, apps, or other products. This solution allows UX researchers to learn how users think about their content which enables UX designers to create products that are intuitive to their users.

Creating Guided Solutions

1. Click the global navigation in the top-left, next to the XM logo.
   
2. Select Catalog. 
3. Select the desired product line.
   
4. Scroll down to the Guided projects section of the Catalog.
   
5. Select the project you want to use. Make sure to read the project summary so you know what’s included and the best use case for the project.
6. Click Get started.
7. Name your project.
   
8. Click Create project.
9. Fill out the fields. These components will vary based on the solution you selected, and come with detailed descriptions of their purpose.
   
10. When finished, click Finish.
11. Once the initial setup is completed, use the Guidance panel on the right hand side to continue setting up your project.
    
12. To advance through the Guidance panel, follow the steps shown and click the blue buttons to continue.
13. Use the tabs along the top if you’d like to edit components not included in the primary step. For example, you can go to the Survey tab to edit the survey theme and add demographic questions, whereas you can go to the Distributions tab to download a distribution history for emails you’ve sent.

Guidance

When you edit a guided solution, you’ll notice a menu labeled Guidance open on the right. This menu will guide you through the solution while you are on other sections of the project.

You can perform several functions with this guide:

1. The checkmark shows you steps that you’ve already completed. As you perform tasks in Qualtrics, these steps will check themselves to indicate they are finished. You can also click Done in a section to mark it as complete.
2. Click a header to expand and collapse its content.
3. Click the links to start performing that function in Qualtrics. For example, clicking Preview Survey takes you to your survey’s preview.
4. When finished with a section, click Done to be automatically brought to the next.
5. Sections yet to be completed will have a lock symbol. You need to complete previous steps before completing the locked steps.
6. Click the X to close the menu and the button on the topmost-right to open it again.

Survey Customization

If you want to see the questions in your survey or edit them, click the Survey tab. Once inside the survey builder, you can add new questions, tweak the wording on existing ones, edit the survey theme, and much more.

In this section, we’ll cover some of the fundamentals of survey editing. If there’s particular functionality you’d like to add that isn’t covered here, try searching the Support Site, or use the Support Site’s menu to the left to pick a page.

Adding and Editing Questions

You can add as many additional questions as you want. However, keep in mind that the shorter the survey, the more likely customers are to fill it out.

For guides to adding and editing questions, see:

• Creating Questions
• Formatting Questions
• Formatting Answer Choices
• Question Types

Deleting and Restoring Questions

If you have sent a question to the trash, it is possible to restore it. To roll back many changes at once, see also how to revert a survey back to a previous version.

Piped Text

You may notice questions that have bracketed text in them. This text is called piped text, and it acts as a placeholder for other values. In this case, certain specifications you made during the project’s setup will be placed where the brackets are.

Don’t worry – when your respondents are completing the survey, they won’t see the piped text. Here’s how this same question looks when accessing the survey link or previewing:

Display logic

A solution may come with custom display logic. Display logic affects what questions respondents see, based on previous answers they provided.

Survey Flow

In the survey flow, you may find an embedded data element at the top. This element helps organize your data for reporting and pull data from the contact list into survey responses. You’ll notice this element has operational fields like Company Name, Industry, Division, Business Unit, and more listed.

You may also see branch logic in your survey flow. Branch logic is often used to give customized paths and questions to respondents based on how they answered other questions, but it can also be used to format the data collected in the survey.

Another common element is a randomizer. This element randomizes the order that respondents see blocks of questions about brands they’ve indicated they know. Be very careful when making edits with a randomizer. For example, the one shown below is set up so that questions about the same brand are grouped together into blocks, but the order of those blocks is random. The randomizer will also do its best to make sure elements are evenly presented.

Survey Options

Survey options is where you go to change many general survey settings, such as the survey expiration date or the message that will appear to respondents when they finish the survey. Be sure to review these settings before distributing your survey.

Saving and Publishing

All edits you make are saved automatically; however, they won’t necessarily be pushed to the live version of the survey. When you are finished with all of your edits and are ready to generate a link and share the survey with your customers, remember to click Publish in the upper-right.

For more on how this works, see Survey Publishing & Versions.

Reports

Premade Reports

Moat guided solutions come with a report developed by our XM Scientists. This report gives an overview of the results and is ready to share as soon as you have collected data.

• Sharing the Report: You can share a PDF copy of this report with your colleagues, or even create a link where anyone can view the report! See Sharing Your Advanced-Report.
• Making New Reports: You can click File and then New to create a new report from scratch if needed. Use the report name dropdown to navigate between reports.
• Customizing Reports: See Advanced-Reports Basic Overview to get started customizing your reports.

Other Ways to View Data

Data & Analysis allows you to edit data, export a spreadsheet of all responses, filter your responses, and much more.

Results-Reports give a quick overview of your data, and do not require you to work from scratch. They have different charts and graphs than Advanced-Reports, and are generally there to help you get quick assessments of data.