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Using the Qualtrics integration

How to leverage Qualtrics for CX data

Qualtrics has a survey tool that allows you to ask customers for feedback. With surveys, you can ask users:

  • NPS: how likely they are to recommend their services

  • CSAT: how satisfied they are with their services

  • CES: how difficult it was to use their services

From each of these questions, you can quantify satisfaction, brand and ease of use respectively, in the the form of scores or averages. In other words, these questions become quantitative information or metrics. CSAT, NPS and CES are the most common metrics for measuring customer experience.

Qualtrics offers a wide variety of formats to ask and answer the questions in their surveys. These are the called "question types" in Qualtrics.

For example, when measuring CSAT you may ask: “How satisfied are you with service X?” or “How happy are you with service X”. Customers can respond on a scale of "very satisfied " to "very unsatisfied".

With the Qualtrics integration, you can sync Qualtrics CSAT, CES and NPS data to TheyDo.

The Qualtrics integration is available for those on the Governance plan. Organization admins can set it up by following these steps:

How to set up Qualtrics

  1. From your Dashboard, go to Settings > Integrations > Qualtrics > Enable

  2. Click "Authorize", this will take you to the Qualtrics environment.

  3. Log in with your Qualtrics credentials. Note that the permissions you have as a user within Qualtrics define which surveys TheyDo will be able to access. So make sure that you set the right permissions in Qualtrics beforehand!

  4. Click "Approve" when prompted.

  5. You’ll be taken back to TheyDo, and the integration will now be set to "Active".

How we calculate your CSAT, CES and NPS

CSAT:

  • Average = Sum of all scores / # of respondents

  • Score = # of positives / # of respondents * 100

CES:

  • Score = # of positives / # of respondents * 100

NPS:

  • Score = % of promoters - % of detractors = (# of promoters - # of detractors) / # of respondents * 100

Add your Qualtrics data to Metrics cards

  1. From within your Journey or Metrics Library, click "+ Metric"

  2. Select your source: Qualtrics

  3. Select the Qualtrics survey you'd like to track

  4. From your available survey questions, select the one you'd like to track

  5. Under the description section, you'll be prompted to map your survey responses to the sentiment they represent. This helps TheyDo understand the value of each response and calculate accordingly. Choose the equivalent for each response.

  6. Click "Sync data" and after a short wait your Metric will be synced and automatically populate with your Qualtrics data

Learn more about Metrics

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