Empower customer support staff to forward suggestions from customers

I understand your frustration, and you’re not alone in feeling this way. It would definitely be more convenient if customer support could directly escalate feature requests on behalf of users.

That said, Qualtrics does prioritize user feedback, which is why they encourage posting ideas here in the Community. It allows other users to vote and add use cases, helping the product team gauge demand and impact. While it might feel like extra work, it actually increases the chances of a feature being considered.

yes i agree too, we have to submit ideas and is picked based on votings. https://community.qualtrics.com/p/evolve

I am aware of the current process.

I just find it strange that customer support cannot directly escalate feature requests. It is great to have the opportunity as customers, but having this weird voting system just seems like a way for Qualtrics to cut down on the costs: They only need to look and consider a small amount of suggestions (those with most upvotes presumably). It also introduces more biases as people active here are unlikely to represent customers equally well. Evaluating suggestions coming from customers via the customer support team should not take much effort and reduces the burden on customers who are actually paying for the services.