I have never experienced a level of disappointment and frustration with the support side of a product/service as I have with Qualtrics Course Evaluations (formerly QClassroom). First, there isn’t even a Course Evaluation option on the Customer Success Hub, so when I do reach out for support, the technicians always say they need to redirect the enquiry to a QClassroom tech. Why isn’t our product supported on the success hub? Then, every time I submit a support ticket it takes at least a week to get a response. And, when I do get a response it’s as though the technician didn’t even bother to read the detail given in the ticket in the first place. I had one issue that took 3 months to resolve, largely due to how much time it took to get a response from Qualtrics between messages. They refuse to support on the phone or videoconference. So we’re stuck with emails that no one seems to be in any rush to respond to. As a result we lost huge amounts of data and the goodwill of our Faculty. We are experiencing the same issue again in our critical data collection window for the Fall Term and I have no hope that Qualtrics will be of any help at all. Our institution is considering other products going forward.
I have never experienced a level of disappointment and frustration with the support side of a product/service as I have with Qualtrics Course Evaluations (formerly QClassroom). First, there isn’t even a Course Evaluation option on the Customer Success Hub, so when I do reach out for support, the technicians always say they need to redirect the enquiry to a QClassroom tech. Why isn’t our product supported on the success hub? Then, every time I submit a support ticket it takes at least a week to get a response. And, when I do get a response it’s as though the technician didn’t even bother to read the detail given in the ticket in the first place. I had one issue that took 3 months to resolve, largely due to how much time it took to get a response from Qualtrics between messages. They refuse to support on the phone or videoconference. So we’re stuck with emails that no one seems to be in any rush to respond to. As a result we lost huge amounts of data and the goodwill of our Faculty. We are experiencing the same issue again in our critical data collection window for the Fall Term and I have no hope that Qualtrics will be of any help at all. Our institution is considering other products going forward.
Hello
First, let me apologize for the less than stellar experience you’ve experienced thus far with the Qualtrics Course Evaluations product particularly during this crucial time for university administrators and faculty. I want to let you know that I’ve internally escalated this issue and will reach out via email to follow up.
Alonso, I appreciate your response. I look forward to your email. We are really scrambling over here. This particular issue has occurred every year at least once and it is always a painful and protracted experience trying to get help. We have reached out to other institutions in our region and many reached out right away to say they have had similar experiences.
Alonso,
The crisis has been averted. However, what we can learn from this experience is considerable. In the end it turns out the character limit for a column was exceeded in one course section. ONE row caused a catastrophic failure that could have ruined our relationship with our Faculty and our relationship with Qualtrics. This file was imported via SFLE without issue. However, the error occurred when the automated distribution tried to run. This is something we could have fixed quickly and easily if the system error messages contained any useful information at all. The error we got was “transactionid set as non-null is null”. This had nothing to do with the actual problem. We wouldn’t have had to submit a ticket and escalate things like we did if the error messages in the system were of any use whatsoever. This really needs to be addressed. Additionally, there is no Course Evaluation option in the Support Hub. This needs to be remedied as well.
Thanks again for your quick response. I hope you will consider sharing the issues I have flagged here.
Alonso,
The crisis has been averted. However, what we can learn from this experience is considerable. In the end it turns out the character limit for a column was exceeded in one course section. ONE row caused a catastrophic failure that could have ruined our relationship with our Faculty and our relationship with Qualtrics. This file was imported via SFLE without issue. However, the error occurred when the automated distribution tried to run. This is something we could have fixed quickly and easily if the system error messages contained any useful information at all. The error we got was “transactionid set as non-null is null”. This had nothing to do with the actual problem. We wouldn’t have had to submit a ticket and escalate things like we did if the error messages in the system were of any use whatsoever. This really needs to be addressed. Additionally, there is no Course Evaluation option in the Support Hub. This needs to be remedied as well.
Thanks again for your quick response. I hope you will consider sharing the issues I have flagged here.
Hi
I was happy to help find a solution to support your faculty during this critical time in the academic year. I shared the ideas you brought up here with the Evolve team, who oversee product feature suggestions for Qualtrics. Although there is currently no specific category for "Qualtrics Course Evaluations," they suggest submitting your idea via this flow: "Qualtrics Platform" -> "Unknown" product area & tag.
Product ideas are more likely to be actioned if they receive a lot of support ("votes"), so I suggest gathering support from your colleagues, other higher ed administrators in your region, or even members in the Higher Ed group of the XM Community to get this feature prioritized and increase the likelihood of its implementation.
Again, I apologize for the stress this issue caused, and feel free to DM me for further help!
Leave a Reply
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.