Critical Product Feedback: Results Dashboard Transition (It’s Not Just "Change Aversion")

​@Domteufel ,  I too was speechless after reading the response. I believe we have all spent more than our share of time communicating feedback over the past several months.  It is clear from the response that providing more feedback on a survey is not a productive use of time as the feedback already provided appears to be dismissed.

Examples:

1.  Matrix Questions: 3 sub-questions.  The response is “We are not changing this.  Period. The End.”
2. Legacy Functionality:  The response is “No.  We are getting rid of this. Period. The End.”

Rather than provide more feedback on a survey, here is what I respectfully ask ​@JoseS to communicate to the appropriate teams:

Simple Exercise for Average Proficiency Qualtrics Staff (Not Advanced Users or the New Dashboard Designers):

Step 1: In Survey Design, create one question each for all question type options (including a matrix multiple choice question with likert scale value-coded scoring).  Survey should contain at least 24 questions of various types.
Populate the survey with a minimum of 12 completed survey responses.

Goal: Experience doing everything in the results dashboard at least 24 times for a 24 question survey.  

Step 2: Create a basic spreadsheet table with 5 columns.

—Column A: Survey Design Question Type (with 24+ rows for questions entered in survey)

—Column B: Legacy Results Dashboard: # of clicks (numeric value) to configure as simple table, statistics table, etc.)

—Column C: Legacy Results Dashboard: Recorded # of seconds to configure

—Column D: New Results Dashboard: # of clicks (numeric value) to configure as simple table, statistics table, etc.)

—Column E: New Results Dashboard: Recorded # of seconds to configure

Step 3: Compare # of clicks and # of seconds side by side per question-type row.  Per question type: Which dashboard required less clicks and less time?

Step 4: Add up the total # of clicks and seconds for the entire exercise and compare them:  Which dashboard required less clicks and less time?

I wish I had the professional, compensated time to do this exercise.  
 

Thank you ​@JoseS for being the communication liaison.

I would add to this as Step 5: Export the data into a csv or xls format and see which one exports all question types with percentages, counts and totals in exactly the way it is displayed. Compare performance of the legacy results to the new results dashboard.

First off, I appreciate ​@JoseS being the go-between here and recognize he's in the uncomfortable position of taking the brunt of our complaints without being able to resolve them himself. 

That said, I'm glad to see that others felt as I did when I read the suggestion that we (the paying customers) should essentially do the QA that Qualtrics evidently did not do before releasing this product, despite this transition being in the works for more than a year. I agree with the suggestion of ​@SD_NJ and ​@Ursula Bischoff that the Qualtrics teams try using the survey and results features the way their customers do and see how cumbersome, slow, inefficient, and limited the new results dashboard is compared to the legacy reports. In fact, I don't understand why that hasn't already been done -- unless it has been done and people saw the problems and simply shrugged their shoulders, which would imply the kind of disrespect toward their customer base that ​@Massimiliano highlights.

It's very frustrating. We aren't going to be paying less for Qualtrics going forward, and yet now we'll be getting less functionality and have to spend more time (and money possibly) figuring out workarounds and ways to manage work that Qualtrics can no longer handle. 

Just to add to the dog pile here, exporting in the docx format now only exports pictures of tables, instead of an actual formattable table in Microsoft word.  That isn’t very useful for anyone I’d imagine.

​@JoseS ,

Was there a major organizational or managerial change at Qualtrics that would explain these radical changes to the product and customer service?  Has the corporate mission changed to focus on a subset of its existing customer population?  Has the corporate strategic plan changed to focus on something entirely different than what it was?  Have previous personnel been replaced, outsourced, or “downsized”?  What is driving the new corporate strategy?  There must be a reason for this.  As stakeholders, it would be very helpful to have this information.  Thank you for your support.

This may have already been mentioned, but the ‘Show empty responses’ option to show answer choices that were not selected is not present in the Bar Chart widgets.