Renewals have a way of sneaking up on teams. One minute you’re heads-down collecting feedback, the next you’re reviewing a renewal quote that’s larger—and more complicated—than you expected.
Before you automatically re-sign, it’s worth pausing and taking some time to reassess whether your feedback management platform still fits how your team works today.
The strongest renewal decisions don’t start with pricing alone. They start with honest questions.
Below is a practical checklist for Qualtrics customers to evaluate what’s working, what’s creating friction, and what might be holding their feedback program back.
1. Have you needed support—and was it easy to get?
Support often fades into the background when everything is running smoothly. But the moment something breaks—or a deadline is looming—it becomes the most important feature you didn’t evaluate closely enough.
Ask yourself:
- When you needed help, how long did it take to reach a human?
- Did support understand your specific setup and goals, or just the platform in general?
- Did you leave the interaction confident about next steps—or still stuck?
Some Qualtrics customers report long wait times and inconsistent post-sale support experiences, especially as support models and staffing have changed over time. Over a year, those delays can quietly erode momentum and trust.
2. Are you facing unexpected renewal hikes or bundled upsells?
Renewal pricing should be predictable. If it isn’t, that’s a signal worth paying attention to.
Consider:
- Did your renewal include a significant increase compared to last year?
- Were new bundles (like AI or analytics packages) hidden by expensive paywalls?
- Are you paying for capabilities you rarely—or never—use?
Many organizations report that renewal conversations can introduce sharp price increases tied to packaging changes rather than changes in usage or value delivered. That makes it harder to plan budgets and justify spend internally.
3. Are you paying for complexity that slows implementation?
The quicker you can launch surveys and collect insights, the faster you see value.
Reflect on:
- How long did it take to get your first program live?
- Did implementation require third-party consultants or long internal cycles?
- Are teams still waiting weeks or months to use basic features?
In contrast, many teams using alternative platforms report faster setup timelines—often launching initial feedback programs in days or weeks rather than months—and seeing measurable returns sooner.
4. Is the platform easy for your team to use day-to-day?
Ease of use matters— it’s about how quickly your people can use them without frustration, training bottlenecks, or frequent support requests.
Consider:
- How intuitive is the interface for both experienced and newer users?
- Do non-specialists feel confident about launching or editing surveys?
- Are common tasks like setting up logic, scoring, or reporting straightforward?
- How much training does a new user require to be productive?
If usability feels cumbersome or steep learning curves are slowing adoption, that should factor into your renewal decision. A platform that’s easy to use drives broader adoption, faster time-to-value, and more consistent engagement from all parts of your organization.
5. How long does it take to go from question to insight?
Feedback loses value when insights arrive too late to influence decisions.
Think through your workflow:
- How many steps does it take to turn feedback into something actionable?
- Are exports to Excel, PowerPoint, or Word still part of your reporting process?
- Can stakeholders access insights directly, or do they rely on manual handoffs?
When insights require multiple tools and workarounds, teams often run fewer surveys, iterate less, and struggle to close the loop quickly.
6. Are integrations helping—or quietly holding you back?
5. Are integrations helping—or quietly holding you back?
Feedback is most powerful when it’s connected to the systems where work already happens.
Evaluate:
- Are the integrations you need available without custom development?
- How long does it take to connect feedback to CRM, BI, or analytics tools?
- Do integrations require third-party services or additional implementation costs?
When integrations are difficult or slow to implement, feedback data stays siloed, making it harder to act quickly or share insights broadly.
6. Does your vendor feel invested in your success?
Beyond features and pricing, the relationship matters more than many teams expect.
Ask yourself:
- Do renewal conversations feel consultative or transactional?
- Are recommendations tailored to your goals, or based on standard packages?
- Do you feel supported as your program evolves, not just when contracts are due?
Some Qualtrics customers cite inconsistency in customer success and post-sale engagement, particularly following internal changes to support models. Over time, that inconsistency can weaken confidence in the partnership.
Final thoughts
Qualtrics is a powerful experience management platform, but that power shouldn’t come at the cost of clarity, predictability, or speed. Asking these questions helps you identify the platform that is a true strategic fit.
Renewal is the perfect time to ensure your tools keep pace with how your organization uses feedback today and in the future.
If these questions have you rethinking what you need from a feedback platform, our Alchemer vs. Qualtrics comparison page can help you take the next step with a clear, side-by-side view!