Reqister/Log in

Qualtrics CustomerXM for Insurance from Qualtrics

Specialized survey and feedback solution for insurance providers that offers customer journey mapping, real-time feedback collection, predictive analytics, and closed-loop action management. Includes pre-built insurance-specific templates, industry benchmarks, and integration with insurance CRMs.

Is this your product?

More about Qualtrics

Product analysis by function

Customer Feedback and Survey Tools for Customer Service

Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
More Customer Feedback and Survey Tools More Customer Service ...

Data Collection & Survey Creation
(13 Yes /13 Known /15 Possible features)

Analytics & Reporting
(14 Yes /14 Known /15 Possible features)

Integration & Interoperability
(14 Yes /14 Known /15 Possible features)

User Management & Access Control
(12 Yes /12 Known /13 Possible features)

Security & Compliance
(10 Yes /10 Known /12 Possible features)

Customer Experience & Engagement
(12 Yes /12 Known /12 Possible features)

Workflow Automation & Case Management
(10 Yes /10 Known /10 Possible features)

User Interface & Usability
(9 Yes /9 Known /10 Possible features)

Scalability & Performance
(5 Yes /5 Known /10 Possible features)

Support & Training
(8 Yes /8 Known /9 Possible features)

Cost & Pricing Transparency
(8 Yes /8 Known /8 Possible features)

Text Mining and Document Analytics for Business Intelligence and Analytics

Solutions that extract meaningful information from unstructured data sources like claims notes, policy documents, and customer communications.
More Text Mining and Document Analytics More Business Intelligence and Analytics ...

Data Ingestion and Integration
(7 Yes /7 Known /10 Possible features)

Natural Language Processing (NLP) Capabilities
(7 Yes /7 Known /10 Possible features)

Information Extraction and Knowledge Discovery
(2 Yes /2 Known /10 Possible features)

Data Enrichment & Augmentation
(6 Yes /6 Known /10 Possible features)

Advanced Analytics and Insights
(9 Yes /9 Known /10 Possible features)

User Experience and Workflow
(10 Yes /10 Known /10 Possible features)

Security and Privacy
(7 Yes /7 Known /10 Possible features)

Scalability and Performance
(7 Yes /7 Known /10 Possible features)

Customization & Extensibility
(2 Yes /2 Known /10 Possible features)

Deployment and Support
(8 Yes /8 Known /10 Possible features)

Cost and Licensing
(7 Yes /7 Known /10 Possible features)

Compare

Hard working Robot This data was generated by an AI system. Please check with the supplier. More here

While you are talking to them, please let them know that they need to update their entry.

Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone.		Qualtrics supports surveys via email, SMS, in-app, web, and phone per product docs.
Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios.		Marketing and documentation confirm customizable templates, with insurance-specific scenarios.
Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture.		Offers advanced survey logic, branching and skip logic (see Qualtrics Survey Flow feature).
Anonymous Feedback Collection Option to allow respondents to remain anonymous.		Surveys can be set to anonymous response mode according to documentation.
Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types.		Supports multiple response types: text, multiple choice, rating, NPS, etc.
Response Rate Average percentage of completed surveys relative to those distributed.		No information available
Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later.		Qualtrics App supports offline survey data capture and later sync (Mobile SDK docs).
Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions.		Scheduling and automation featured in survey distribution and actions workflow.
Quota Management Ability to limit the number of responses for a given survey.		Quota management, including response limits, is supported as per Admin guide.
Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity.		Unique links generated per respondent; can be anonymous or tracked (distribution settings).
Language Support Number of different languages in which surveys can be created and delivered.		No information available
Real-time Data Capture Responses are logged immediately as customers submit feedback.		Real-time response capture enabled by default (cloud-based, immediate logging).
Partial Response Capture Ability to save incomplete survey responses for analysis.		Captures partial responses for analysis and follow-up as per admin options.
Survey Version Control Track and manage different versions of survey instruments.		Survey version history and rollbacks supported.
Third-party Panel Integration Support for sourcing survey respondents from third-party panels.		Supports integration with third-party respondent/panel providers.

Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends.		Real-time analytics dashboards are a core feature of Qualtrics CX.
NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments.		NPS calculated and tracked natively (built-in reporting).
CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses.		CSAT scoring available in survey building and analytics.
Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment.		AI-driven sentiment analysis of text feedback advertised in product pages.
Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes.		Allows creation of custom analytic reports and dashboards.
Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time.		Trend analysis tools and charts present in reporting suite.
Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc.		Response segmentation by custom field, region, user group, etc.
Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting.		Survey and analytics data exportable to CSV, Excel, PDF.
Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected.		Automated alerts for negative feedback—configurable in Actions/Workflows.
Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts.		Attribution available via respondent metadata and CRM integration.
Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks.		Benchmarking against industry/historical data is a key differentiator for insurance CX.
Data Filtering Easily filter feedback by date, interaction type, product, or score.		Easy filtering by metric, channel, date, etc. as shown in dashboards.
Feedback Volume Tracking Monitor the number of feedback submissions over a given period.		No information available
Report Scheduling Ability to schedule recurring automated reports.		Automated and scheduled report distribution available.
Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends.		Root cause analysis via advanced feedback analytics and text analytics.

CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.).		Native integrations with Salesforce and other CRMs referenced in insurance product guide.
Core Insurance Software Integration Ability to connect with policy admin and claims systems.		Core insurance system integration supported, e.g., Guidewire, Duck Creek (see case studies).
Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk.		Integration with Zendesk, ServiceNow, and similar helpdesk tools.
API Availability Availability of documented APIs for custom workflow integrations.		Comprehensive API documentation and developer tools available.
Webhooks Support for event-based triggers to other systems upon survey events.		Webhooks supported in Actions and Integrations.
SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers.		SSO/SAML and user directory sync support present (enterprise settings).
Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps.		SDK and iFrame embed for mobile and web apps indicated (developer center).
Data Import/Export Capabilities Options to import customer lists and export feedback data.		Bulk data import/export options in Admin.
BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.).		Integrates with Tableau, Power BI, Qlik, etc. (Marketplace listing).
Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach.		Customizable gateway support for both SMS and Email.
Live Chat Integration Integration with live chat solutions for instant feedback after sessions.		Live chat solutions like Intercom and LivePerson listed as integrations.
IVR System Integration Ability to collect phone-based voice or keypad responses via IVR.		IVR feedback collection available as a specialized distribution channel.
Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations.		Branding extensible through integration, custom CSS, API and SSO.
Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate.		Marketplace includes Zapier and Power Automate connectors.
Data Sync Frequency How often feedback data is synced with external systems.		No information available

Role-based Access Controls Ability to define and assign granular permissions to users.		Granular RBAC and permission settings as per admin documentation.
User Activity Logging Comprehensive audit trail of user activities for compliance.		System logs user activities for auditing and compliance.
Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data.		Supports MFA for user logins (admin/security center).
Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding.		Single sign-on available via SAML/OAuth providers.
Delegated Administration Allow department heads or admins to manage teams independently.		Delegated admin supported for teams/business units.
API Token Management Administration of secure API tokens for integration.		API token management portal is available to admins.
Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors.		Temporary/guest user roles possible for audits/consultants.
Custom Notification Settings Ability to configure notifications per user or role.		Each user can configure notification preferences.
User Onboarding Time Time required to onboard a new user into the system.		No information available
Bulk User Management Support for adding, updating, or removing many users at once.		Bulk user upload/edit/deactivate workflows available.
User Deactivation/Termination Easy process for disabling access for employees who leave the organization.		User accounts can be easily deactivated or deleted by admins.
Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts.		Enforcement of strong password, session timeout policies configurable.
Role Customization Define new user roles suited to organizational structure.		Admins can define custom roles in user management settings.

Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission.		AES-256/SSL encryption at rest/in transit confirmed in security documentation.
ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards.		ISO 27001 and SOC 2 attestation referenced in Trust Center.
GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations.		States GDPR/CCPA compliance with dedicated privacy controls.
Custom Data Retention Policies Control over how long customer feedback data is stored.		Custom data retention polices can be set in org controls.
Consent Management Capture and track customer consent for survey participation.		Consent management modules available; opt-in/out captured and reported.
Audit Logging Tracks all system activities for compliance review.		Audit logs of all major activities (system, admin, user) available.
PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information.		Automatic PII redaction tools available for GDPR compliance.
Access Control Audits Regular audits of user permissions and access controls.		Regular access control auditing is a standard practice (cert audit, admin reports).
Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities.		Vulnerability scanning and management referenced in security documentation.
Data Residency Options Choice of data storage location to meet regulatory/geographic needs.		Selectable data residency (US, EU, Australia, etc.) available to enterprise clients.
Penetration Testing Frequency Regularity with which third-party penetration tests are conducted.		No information available
Incident Response SLAs Time to notify and remediate any detected data breaches.		No information available

Mobile Responsiveness Surveys automatically adjust for smartphones and tablets.		Surveys are automatically mobile responsive (HTML5 base).
White-labeling/Branding Ability to customize with insurance company's brand elements.		White-labeling and company branding are available as advanced settings.
Multilingual Support Surveys presented in customer's preferred language.		Supports multilingual survey display based on user preference.
Incentive/Reward Management System for offering and tracking rewards for survey participation.		Survey incentive logic featured in insurance and CX solution pages.
Progress Indicators Display progress bars or page counts to increase response completion.		Standard and advanced progress indicators configurable in survey settings.
Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities.		Qualtrics advertises accessibility and WCAG 2.1 compliance.
Survey Personalization Personalized greetings/questions based on customer data.		Personalized survey questions available using workflow and CRM data.
Feedback Thank-You/Closure Pages Customizable end screens after feedback submission.		Customizable thank-you/closure pages supported.
Survey Length Customization Control over number of questions to balance depth and completion rates.		Survey length is fully customizable per form.
Abandonment Reminders Automated reminders for partially completed surveys.		Can send reminders for partial/incomplete surveys.
Image/Video Question Support Ability to embed images or video prompts in surveys.		Supports image and video question embedding.
Estimated Completion Time Display Visibly shows estimated time to complete the survey.		Estimated completion time visible to respondents (if enabled).

Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores.		Follow-up automation for low scores built into the workflow engine.
Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses.		Enables ticket/case creation directly from negative responses (CRM/workflow integration).
Custom Rule Engine Define custom actions based on specific feedback patterns or segments.		Custom workflow rules and triggers supported through Actions.
Task Assignment Assign follow-up actions to specific agents or departments.		Allows manual and automatic assignment of follow-up tasks.
Resolution Tracking Monitor if negative feedback is addressed and resolved.		Resolution tracking is standard in closed-loop feedback management.
Escalation Workflow Automatically escalate unresolved or severe feedback.		Unresolved/severe feedback can be escalated via custom workflows.
Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds.		SLA escalation notifications configurable in workflow/actions.
Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines.		Integration with ticketing systems like Zendesk, SFDC Service Cloud, etc.
Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization.		Feedback can be categorized automatically (AI/text analytics) or manually.
Pre-built Automation Templates Library of workflow automations for quick deployment.		Automation templates are available in Solutions Marketplace and Admin.

Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators.		Admin dashboard is highly praised for intuitiveness and usability.
Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys.		Drag-and-drop survey builder is a core UI element.
Customizable Navigation Ability to adapt navigation to match internal processes.		Navigation is customizable according to organization workflows.
Bulk Actions Support Perform actions on multiple surveys or responses simultaneously.		Supports bulk actions on survey records and responses.
Keyboard Shortcuts Productivity-boosting shortcuts for common actions.		Keyboard shortcuts included for several frequent actions.
Onboarding & Guided Walkthroughs In-app help or tours for new users.		Guided walkthroughs, in-app tutorials and help built-in.
Time to Publish Survey Average time to design and release a new survey.		No information available
Mobile Admin App Ability to manage surveys and track analytics from a mobile device.		Mobile admin functionality supported in Qualtrics XM Mobile App.
User Feedback Portal Dedicated place for users to submit their product feedback.		User feedback portals can be enabled for product feedback collection.
Customizable Layouts Choose from different UI layouts to suit organizational preference.		Customizable layouts and UI configuration available per user/user group.

Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag.		No information available
Survey Volume Cap Maximum number of surveys active at any time.		No information available
Response Processing Time Average time to process and log a response.		No information available
Data Storage Capacity Amount of feedback data that can be stored.		No information available
Uptime SLA Guaranteed system availability.		No information available
Automated Load Balancing Dynamic allocation of computing resources based on usage spikes.		Uses cloud-based infrastructure with auto-scaling/load balancing.
Disaster Recovery Plan System has a tested, documented disaster recovery protocol.		Documented and tested disaster recovery practices (see Trust Center).
Geo-redundancy Data and services replicated in multiple geographic locations.		Data geo-replication in multiple regions/continents (Enterprise features).
Elastic User Licensing Licensing model supports easy expansion/contraction of user seats.		License model supports elastic user expansion and contraction.
Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts.		Performance monitoring and diagnostics available for admins.

24/7 Support Availability Round-the-clock access to technical support.		24/7 technical support for enterprise insurance customers.
Live Chat Support Real-time chat with support agents.		Live chat support offered for most regions/customer types.
Dedicated Account Management Personalized support contact for enterprise customers.		Dedicated account manager included for enterprise/insurance clients.
Knowledge Base Access Extensive self-service documentation and troubleshooting guides.		Extensive knowledgebase with guides and best practices.
Onboarding/Implementation Services Assistance with setup, integration, and user training.		Implementation and onboarding services are part of enterprise plans.
User Community Forum Peer-to-peer support through online forums.		Active user forum facilitates peer-to-peer support.
Training Webinars Regular group training sessions or webinars.		Regular webinars and training sessions promoted on website.
Custom Training Materials Option for provider to deliver tailored training content/resources.		Custom training available for insurance implementations.
Support Ticket Response SLA Average first response time for support tickets.		No information available

Per-User Pricing Option License fees charged per seat/user.		Pricing page lists per-user/seat pricing tiers option.
Volume-based Pricing Option License fees scale by number of survey responses or distributions.		Offers volume-based pricing for high-response count.
Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage.		Unlimited surveys option with select enterprise licenses.
Free Trial Availability Option to try the service with full or partial feature set.		Free trial offer available (publicly promoted, sign-up online).
No Hidden Fees Complete transparency regarding all additional or optional costs.		No hidden fees policy stated explicitly on pricing/terms page.
Annual/Bulk Discounting Discounts for long-term contracts or high volumes.		Annual and bulk/volume contract discounts offered for enterprise clients.
Flexible Contract Terms Supports monthly, annual, and multi-year contracts.		Flexible contract terms with monthly, annual, multiyear plans—confirmed by sales.
Feature-tier Pricing Clear distinction of what features are available at each pricing tier.		Feature comparison grids are publicly available.

Multi-source Import Ability to import data from varied sources: files, databases, APIs, cloud storage, email servers, etc.		Qualtrics integrates with various insurance CRMs and supports data import from files and APIs.
Real-Time Data Streaming Support for real-time or near-real-time ingestion of unstructured data.		Real-time feedback collection and analytics capabilities are core to Qualtrics CustomerXM.
Bulk Upload Capacity Maximum volume of documents the system can ingest/upload per batch.		No information available
Automated Data Refresh Automated scheduling of data upload or synchronization.		Supports automated scheduling for recurring surveys and data refresh in reports.
Data Preprocessing Tools Built-in tools for text cleaning, de-duplication, and noise removal before analysis.		Qualtrics includes built-in survey response cleaning, duplicate detection, and text cleaning utilities.
Integration APIs Availability of APIs/SDKs for custom integrations with other systems.		APIs are available for integrating Qualtrics with other platforms and custom systems.
Format Flexibility Supports multiple text and document formats (PDF, DOCX, TXT, HTML, etc.).		Can ingest/import responses and text in multiple formats including CSV, XLS, JSON and supports attachments.
Optical Character Recognition (OCR) Capability to extract text from scanned documents or images.		No information available
Content Auto-Classification on Ingest Automatically tags and classifies documents on upload.		No information available
Data Source Management UI User interface for managing and monitoring data sources and connections.		A UI is provided for managing data connections and integrations.

Named Entity Recognition (NER) Identification of key entities such as people, dates, companies, locations, and policy numbers in text.		Includes NLP-based text analytics with entity and topic recognition in survey feedback.
Sentiment Analysis Determines emotional tone/polarity in communications and notes.		Sentiment analysis is a standard text analytics feature on the Qualtrics platform.
Topic Modeling Automatic detection of topics/themes in a corpus of documents.		Topic modeling exposed via text analytics in open text feedback.
Document Clustering Groups similar documents or cases for further analysis.		Text clustering supported for grouping similar open-ended responses.
Text Summarization Generates concise summaries of lengthy documents or notes.		Text summarization features for open-ended survey feedback are present.
Part-of-Speech Tagging Tags and identifies the grammatical role of each word.		No information available
Custom Vocabulary/Tuning Supports user-defined dictionaries or ontology customization.		Allows industry- and client-specific vocabulary and phrase tuning.
Language Support Number of supported languages for NLP analysis.		No information available
Semantic Search Enables contextual search beyond exact keyword matching.		Semantic search is available for survey and feedback data.
Context Extraction Identifies context-specific cues, such as intent, urgency, or risk.		No information available

Entity-Relationship Mapping Extracts entities and identifies relationships (e.g., person-has-policy, claim-linked-to-accident).		No information available
Event Extraction Identifies and extracts business events (e.g., claim filed, policy renewed, payment delayed).		No information available
Attribute Extraction Pulls and maps key attributes (e.g., claim amount, policy effective date) from documents.		No information available
Rule-Based Extraction Configurable rules for reliably extracting domain-specific information.		No information available
Auto Tagging & Annotation Automatic tagging/annotation of documents to speed up knowledge management.		Survey feedback can be tagged/annotated automatically with Qualtrics text analytics.
Relationship Graph Visualization Visual display of entity relationships within and across documents.		No information available
Confidence Scoring Provides confidence scores for all extracted facts and relationships.		No information available
Extraction Accuracy Rate Average accuracy of automated information extraction.		No information available
Human-in-the-loop Corrections Allows manual review and correction of extracted information.		All extracted feedback and analytics data can be manually reviewed and edited.
Cross-Document Entity Resolution Matches and merges the same entity referenced in multiple documents.		No information available

External Data Linking Enriches extracted data by linking to third-party/external datasets or databases.		Qualtrics integrates with external datasets/CRMs for feedback enrichment.
Automated Lookup Services Automated integration with lookup services (e.g., address verification, ID validation).		No information available
Profile Enrichment Aggregates additional attributes (demographics, social, other policies) for customers or entities.		Supports profile enrichment by incorporating linked external data sources.
Geocoding Support Converts addresses and location mentions in documents into geographic coordinates.		No information available
Risk Indicators Calculation Creates risk indicators based on extracted and enriched data.		Risk indicator calculation supported indirectly through predictive analytics and custom dashboards.
Custom Annotation Layers Allows users to add custom tags or metadata to document elements.		Users may add custom annotation layers and tags within Qualtrics reporting.
Reference Data Synchronization Ensures regular updating and synchronization with reference master data (e.g., ICD-10, NAICS codes).		No information available
History Tracking Tracks enrichment history and provenance for all data points.		No information available
Manual Data Enrichment Workflow Supports user-driven enrichment and validation cycles.		Manual enrichment workflows are supported via Qualtrics workflow and approval systems.
API for Custom Enrichment APIs enabling the integration of proprietary enrichment routines.		Custom enrichment routines are supported through API.

Prebuilt Analytics Dashboards Standard dashboards providing document, claim, and issue overviews.		Qualtrics provides standard pre-built dashboards for survey and document analytics.
Custom Report Builder Ability to build custom visualizations and analyses on extracted data.		Includes custom report builder for visualizations and custom data slicing.
Trend Detection Automatically identifies emerging trends or recurring topics over time.		Qualtrics can detect trends and recurring issues in feedback over time.
Root Cause Analysis Supports drill-down exploration to identify drivers or causes of issues.		Allows root cause analysis in journey analytics modules.
Predictive Modeling Support Integrates with or natively supports risk, fraud, or churn prediction models.		Predictive analytic models are native, supporting risk, churn, and customer satisfaction analyses.
Anomaly Detection Identifies unusual patterns or outliers in textual data.		Anomaly detection available for unexpected survey trends or outlier responses.
Pattern Mining Automatically mines for frequent patterns, such as fraud signatures.		No information available
Drill-Down Analytics Allows navigation from aggregate visualizations to document-level details.		Drill-down from aggregate to individual survey responses is supported in dashboards.
Embedded BI Integration Integrates extracted data into existing business intelligence tools.		Qualtrics provides integrations with external BI tools (Embedded BI Integration).
Export and Data Sharing Facilitates sharing or exporting results to various formats or systems.		Export to Excel, CSV, PDF, and integration with other analytics systems provided.

Role-Based Access Control Assigns roles and permissions for data access and system actions.		Role-based access controls are configurable within Qualtrics.
Document Search and Retrieval Rich search capabilities including full-text, metadata, and semantic queries.		Powerful search and retrieval for surveys, feedback documents, and metadata.
Collaboration Tools Facilitates team-based annotation, commenting, and workflow assignments.		Collaboration features such as comments and workflow assignments are present.
Task Automation Automates repetitive tasks such as document classification or workflow routing.		Supports automation for repetitive routing and follow-up tasks.
Alerting and Notifications Customizable alerts based on triggers (e.g., new risk indicator detected).		Custom alerts and notifications can be triggered on analytic events.
Audit Trails Records user actions and changes for compliance and traceability.		System audit trails are available for compliance and change management.
Customizable Workflows Enables definition and automation of document review and approval processes.		Workflow designer supports customizable survey review and approval processes.
Mobile Access Mobile-friendly interface or app support for on-the-go access.		Mobile app and responsive web interface for on-the-go survey administration and review.
User Training Resources Availability of in-app tutorials, help guides, and onboarding assistants.		Extensive user training and tutorials available in-app and online.
Multi-tenancy Supports multiple organizational units with privacy separation.		Supports multi-tenancy for organizational privacy by team/client/brand.

Data Encryption at Rest and in Transit Ensures all data is encrypted using industry-standard protocols.		Data encrypted at rest and in transit; SOC2 and ISO certifications listed.
Granular Data Access Controls Fine-grained permissions at document, attribute, and user/group levels.		No information available
Audit Logging Comprehensive logging of access and operations for compliance.		Audit logging is standard for user actions and system actions.
Masking of PHI/PII Automatically detects and masks protected health or personal information.		No information available
Compliance Certifications Availability of industry or regional compliance (e.g., HIPAA, GDPR, SOC2).		Vendor claims HIPAA, GDPR, ISO27001, and SOC 2 compliance.
Single Sign-On (SSO) Support Integrates with enterprise authentication services.		Supports SSO with SAML and OAuth standards.
Regular Vulnerability Testing Ensures the platform is regularly tested for vulnerabilities/patches.		Vendor documentation references regular penetration and vulnerability testing.
Data Retention Policy Management Configurable automated policies for data retention and deletion.		Provides automated and configurable data retention/deletion policies.
Incident Response Workflow Clearly defined process for data breach or incident management.		Incident response and data breach management policy is documented.
Privacy Impact Assessment Tools Supports risk analysis regarding privacy for new data sources/processes.		No information available

Horizontal Scalability Can scale across multiple servers or cloud nodes.		Vendor documentation describes architecture with horizontal scalability on cloud infrastructure.
Document Processing Speed Maximum number of documents analyzed per hour.		No information available
Concurrent User Support Number of simultaneous users supported without degrading performance.		No information available
Batch Processing Capability Supports large-volume batch analytics jobs.		Supports batch imports and bulk survey analytics jobs.
High-Availability Architecture System designed for minimal downtime and resilient failover.		High-availability and global failover are mentioned in Qualtrics service documentation.
Elastic Compute Utilization Auto-scales compute resources based on workload.		Elastic compute scaling handled by Qualtrics cloud deployment.
Performance Monitoring Tools Built-in tools for monitoring and alerting on system health.		System health and performance monitoring tools are integrated.
Load Balancing Optimally distributes workloads across resources.		Load balancing across regions/instances as part of cloud architecture.
Processing Latency Average turnaround time for analysis jobs.		No information available
Throughput Reporting Tracks throughput statistics and historical trends.		Throughput and usage reporting provided in system dashboards.

Custom Extraction Pipelines Allows creation or customization of extraction sequences/logic.		No information available
Plugin/Extension Framework Supports plugins for custom analytics, connectors, or UI enhancements.		No information available
Custom Model Training Ability to train and deploy custom NLP or ML models within the platform.		No information available
Configurable UI User interface elements and dashboards are configurable.		Dashboards and many UI elements can be customized.
Scripting Support Allows scripting (e.g., Python, JavaScript) for custom processing tasks.		No information available
Template Management Supports management of policy and workflow templates.		No information available
Custom Field Mapping Map extracted data elements to custom fields as needed.		Custom field mapping and derived field support in data model configuration.
White Labeling Branding and wording customization for vendor-neutral rollouts.		No information available
Version Control Tracks and manages changes to custom pipelines or models.		No information available
Sample/Test Data Support Easily imports and manages sample/test document sets for development.		No information available

Multi-Cloud Deployment Supports deployment on multiple cloud platforms (AWS, Azure, GCP, etc.).		Qualtrics runs on AWS and can be deployed in multiple regions; multi-cloud details depend on plan.
On-Premises Deployment Supports on-premises installations for private, regulatory, or legacy needs.		No information available
Hybrid Deployment Supports seamless combination of cloud and on-premises environments.		No information available
SaaS Option Available as a fully managed SaaS service.		Available as a SaaS solution.
Disaster Recovery Support Data backup, disaster recovery, and failover processes included.		Qualtrics provides backup and DR options as part of its managed SaaS service.
24/7 Technical Support Round-the-clock customer or technical support.		24/7 support available with premium service plans.
Service Level Agreements (SLAs) Defined uptime and response time guarantees.		Service Level Agreements (SLAs) details are available and offered to enterprise clients.
Implementation Services Availability of professional services for onboarding/customization.		Implementation and onboarding services are available.
User Community/Forum Active user forum or community for self-help.		Active user community and forums at qualtrics.com and external sites.
Documentation Quality Comprehensive, up-to-date, and easy-to-follow documentation.		Comprehensive documentation and help resources are provided.

Transparent Pricing Clearly published pricing structures and cost calculators.		Pricing structure and calculator available on the main website.
Consumption-based Pricing Offers usage-based pricing options (e.g., per-document or per-API call).		No information available
Seat/User Licensing Option for licensing by named or concurrent user.		Per-user licensing models are available.
Enterprise Licensing Available for large-scale or company-wide deployments.		Enterprise agreements are standard for large insurers.
Trial/Proof-of-Concept Availability Offers free or discounted trial periods for evaluation.		Trial/pilot options are offered for new clients.
Volume Discounts Discounts available for high-volume use or multi-year contracts.		No information available
All-Inclusive Packages Supports pricing bundles inclusive of core features and support.		No information available
Flexible Contract Terms Customizable terms, duration, and exit options.		Contract terms are structured for flexibility with the option to scale or terminate.
Upgrade/Downgrade Flexibility Ability to change subscription level without penalty.		Upgradeable/downgradeable plans available without penalty.
Hidden Fee Disclosure Clear absence of hidden fees for overages, add-ons, or support.		Service contracts and terms explicitly state the absence of hidden fees.

Qualtrics CustomerXM for Insurance from Qualtrics

Product analysis by function

Customer Feedback and Survey Tools for Customer Service

Data Collection & Survey Creation (13 Yes /13 Known /15 Possible features)

Analytics & Reporting (14 Yes /14 Known /15 Possible features)

Integration & Interoperability (14 Yes /14 Known /15 Possible features)

User Management & Access Control (12 Yes /12 Known /13 Possible features)

Security & Compliance (10 Yes /10 Known /12 Possible features)

Customer Experience & Engagement (12 Yes /12 Known /12 Possible features)

Workflow Automation & Case Management (10 Yes /10 Known /10 Possible features)

User Interface & Usability (9 Yes /9 Known /10 Possible features)

Scalability & Performance (5 Yes /5 Known /10 Possible features)

Support & Training (8 Yes /8 Known /9 Possible features)

Cost & Pricing Transparency (8 Yes /8 Known /8 Possible features)

Text Mining and Document Analytics for Business Intelligence and Analytics

Data Ingestion and Integration (7 Yes /7 Known /10 Possible features)

Natural Language Processing (NLP) Capabilities (7 Yes /7 Known /10 Possible features)

Information Extraction and Knowledge Discovery (2 Yes /2 Known /10 Possible features)

Data Enrichment & Augmentation (6 Yes /6 Known /10 Possible features)

Advanced Analytics and Insights (9 Yes /9 Known /10 Possible features)

User Experience and Workflow (10 Yes /10 Known /10 Possible features)

Security and Privacy (7 Yes /7 Known /10 Possible features)

Scalability and Performance (7 Yes /7 Known /10 Possible features)

Customization & Extensibility (2 Yes /2 Known /10 Possible features)

Deployment and Support (8 Yes /8 Known /10 Possible features)

Cost and Licensing (7 Yes /7 Known /10 Possible features)