Category: Feedback Management

Posted on by DigitalMarket

Qualtrics XM vs. EvaluationsHub: Passive Listening vs. Active Execution

Choosing a platform to manage feedback and drive continuous improvement is no longer just about collecting data—it’s about acting on it at scale.

Both Qualtrics XM and EvaluationsHub are positioned in the feedback space, but they take fundamentally different approaches. Qualtrics is a comprehensive enterprise suite designed for broad customer and employee experience measurement. EvaluationsHub, by contrast, is a lean execution engine, focused on structured evaluations, stakeholder accountability, and operational improvement—particularly in procurement, onboarding, ESG, and supplier scorecards.

If you need more than dashboards—if you want a system that automates evaluations, engages the right stakeholders, scores results, and tracks actions—EvaluationsHub may be the smarter fit.

What Sets EvaluationsHub Apart from Qualtrics XM

While Qualtrics offers deep flexibility for building and analyzing surveys, EvaluationsHub is purpose-built for structured, repeatable evaluations that require:

  • Multiple participants (internal + external)

  • Scoring logic and weighted templates

  • Branded portals for customers or suppliers

  • Automatic reminders and follow-ups

  • Dashboards that show progress, not just feedback

  • Closed-loop accountability tied to each evaluation point

Whereas Qualtrics often requires survey expertise and manual configuration, EvaluationsHub provides templated workflows that clients can launch instantly—with real-world outcomes tracked over time.

Use Case Comparison

Area of Use Qualtrics XM EvaluationsHub
Primary Strength Broad experience measurement across CX/EX Structured evaluations with action-based workflows
Typical Buyer Research, HR, marketing, VoC, EX leaders Procurement, sustainability, onboarding, B2B CX, quality teams
Survey Flexibility ✅ Highly customizable survey builder ✅ Fast, templatized evaluations for repeat use
Evaluation Templates ⚠️ Requires manual setup ✅ Prebuilt and customizable for supplier, ESG, onboarding, audits
Supplier Scorecards ✖️ Not natively supported ✅ Native feature—recurring, automated, scored
Customer Implementation Feedback ⚠️ Can be configured manually ✅ Built-in logic for onboarding/client health evaluations
External Stakeholder Portals ✖️ Not included ✅ Branded portals per supplier or client
Follow-up & Loop Closure ⚠️ Requires additional modules or manual steps ✅ Automated follow-up per issue, tracked to resolution
Dashboards & Reporting ✅ Rich analytics, esp. for large datasets ✅ Action-oriented dashboards with ownership tracking
Ease of Use for Non-Experts ⚠️ Steeper learning curve for advanced use ✅ Designed for business users, no training needed
Integration Requirements ✅ Extensive but often requires IT support ✅ Simple integrations via Make/Zapier, with light setup
Speed to Deploy Weeks–months depending on configuration ✅ Live in hours, ready-to-use templates
Pricing Transparency Enterprise-level pricing, often opaque ✅ Modular, transparent, includes one fully managed use case

EvaluationsHub Is Built for Execution, Not Exploration

Qualtrics XM is a powerful platform—but often requires a dedicated team, advanced configuration, and time-consuming setup to work at scale. It’s ideal if you’re trying to deeply analyze sentiment, track thousands of survey variations, or run complex EX/CX research.

EvaluationsHub, however, is for teams that want to push evaluations into the field, collect structured feedback from known parties, and use that input to drive operational change—in days, not months.

Perfect for:

  • Procurement teams running supplier performance reviews

  • B2B customer onboarding health assessments

  • ESG, risk, and compliance scorecards

  • Cross-departmental feedback in transformation programs

  • Consultants who want to productize their playbooks

Key Differentiator: Built-In Accountability

Where Qualtrics often ends with insights, EvaluationsHub starts there—tracking who responded, who didn’t, what actions were assigned, and what’s been resolved. Every point of feedback is attached to an owner, scored, and followed up on through automatic nudges and dashboards.

It doesn’t just inform—it moves things forward.

Final Verdict

If you’re an enterprise with a full research or VoC team, Qualtrics XM is an excellent platform.
But if you’re looking to run evaluations at scale, without IT, with a focus on action, not analysis, EvaluationsHub is built to help you get results fast—with less effort.

It’s more than a survey tool.
It’s a collaboration and improvement system.

Try It Free

EvaluationsHub offers one fully managed external account—free forever. That means you can test a real supplier scorecard, onboarding evaluation, or ESG checklist without setup cost or commitment.

👉 Get started with your first live evaluation

Posted on by Bert Paesbrugghe

A feedback loop is more than just a mechanism for collecting input—it’s a powerful tool for driving continuous improvement, fostering innovation, and maintaining a competitive edge. Whether you’re enhancing customer experiences, improving internal processes, or refining a product, designing an effective feedback loop ensures you’re learning and evolving. In this blog, we’ll break down the feedback loop process into actionable steps, from setting goals to implementing changes, so you can create a system that delivers meaningful results.

What is a Feedback Loop?

A feedback loop is a structured process in which input (feedback) is gathered, analyzed, and used to inform decisions and actions. The “loop” concept refers to its cyclical nature: once changes are implemented, new feedback is collected to evaluate the impact, and the process starts again.

Types of Feedback Loops

  1. Positive Feedback Loops: Reinforce actions that lead to desirable outcomes, encouraging more of the same behavior or decisions.
    • Example: Customer praise for faster delivery times motivates further investment in logistical improvements.
  2. Negative Feedback Loops: Highlight areas for correction or change, prompting course adjustments.
    • Example: Product complaints lead to design improvements for better usability.

Why Feedback Loops Matter

Feedback loops are crucial for organizations aiming to:

  • Enhance Customer Satisfaction: Listening and acting on feedback demonstrates commitment to customer needs.
  • Improve Products and Services: Data-driven insights help refine offerings and stay competitive.
  • Boost Employee Engagement: Transparent loops in internal processes empower teams to contribute and feel heard.
  • Ensure Continuous Improvement: Regular evaluation and iteration keep businesses agile and adaptive.

Key Steps to Designing the Perfect Feedback Loop

1. Define Clear Goals

Before diving into the feedback process, determine what you aim to achieve. Having clear objectives ensures the feedback you collect is relevant and actionable.

How to Set Goals:

  • Identify the area of focus: Are you improving a product, service, or internal process?
  • Set measurable outcomes: Use KPIs like customer satisfaction (CSAT) scores, Net Promoter Score (NPS), or product adoption rates.
  • Align goals with your broader strategy: Ensure your feedback loop supports your organizational objectives.

Example Goal: Increase customer satisfaction by 15% in the next quarter by improving delivery times.

2. Collect Input

Gathering feedback is the foundation of a successful loop. Use diverse methods to capture different perspectives and insights.

Methods to Collect Feedback:

  1. Customer Surveys: Online forms, in-app surveys, or NPS tools for quantitative insights.
  2. Interviews and Focus Groups: Qualitative feedback for deeper understanding.
  3. Analytics Tools: Use data from user behavior, reviews, and social media.
  4. Employee Input: Internal surveys or suggestion boxes for operational improvements.

Best Practices:

  • Keep surveys concise and focused on key areas.
  • Use open-ended questions for qualitative depth.
  • Incentivize participation, such as discounts for customers or recognition for employees.

Example: Use an NPS survey to ask customers: “How likely are you to recommend our service to a friend or colleague?”

3. Analyze Results

Once feedback is collected, analyze it to uncover trends, identify pain points, and prioritize actions. This step turns raw data into actionable insights.

Steps for Analysis:

  1. Organize Feedback: Segment data by customer demographics, product types, or regions.
  2. Identify Patterns: Look for recurring themes, such as common complaints or frequently requested features.
  3. Prioritize Issues: Use a framework like the Impact vs. Effort Matrix to focus on high-impact, low-effort improvements first.

Tools for Analysis:

  • Customer feedback tools like Medallia, EvaluationsHub or SurveyMonkey.
  • Analytics platforms such as Google Analytics or Mixpanel.
  • Data visualization software like Tableau or Power BI.

Example: Analysis reveals that 70% of complaints stem from delayed shipping times, indicating an urgent area for improvement.

4. Implement Changes

Acting on feedback is where the loop creates value. Implementation demonstrates to stakeholders that their input matters.

Steps for Implementation:

  1. Develop an Action Plan: Break down tasks needed to address feedback into clear steps.
  2. Assign Responsibilities: Ensure each task has an owner and a deadline.
  3. Communicate Changes: Let stakeholders (customers, employees, etc.) know how their feedback influenced the updates.

Tips for Successful Implementation:

  • Use agile methods for iterative improvements, especially in product development.
  • Start with pilot programs for major changes to test their impact.

Example: Based on customer feedback, a company invests in better logistics software and trains employees to reduce delivery times by 20%.

5. Close the Loop

Closing the loop means communicating the actions taken and seeking further feedback. This step is essential for building trust and ensuring continuous improvement.

How to Close the Loop:

  1. Update Stakeholders: Inform customers, employees, or other stakeholders about the changes made.
    • Example: “Thanks to your feedback, we’ve improved our delivery process to ensure on-time shipments!”
  2. Solicit Follow-Up Feedback: Gather input on the effectiveness of the changes.
    • Example: Use post-implementation surveys or interviews to measure satisfaction.
  3. Track Results: Compare KPIs to the baseline to determine whether goals were achieved.

6. Monitor and Iterate

Feedback loops are not one-and-done processes—they thrive on iteration. Regularly monitor results and adjust based on new feedback.

Steps for Iteration:

  1. Set a Review Cycle: Conduct evaluations quarterly, monthly, or as appropriate.
  2. Scale What Works: Expand successful changes to other areas.
  3. Evolve the Loop: Adapt the process as your organization grows or customer needs change.

Common Challenges and How to Overcome Them

1. Low Participation Rates

Solution: Simplify feedback collection methods and offer incentives for participation.

2. Biased or Incomplete Feedback

Solution: Use multiple feedback methods and ensure diverse participation to avoid skewed results.

3. Failure to Act on Feedback

Solution: Prioritize and resource actions effectively to maintain trust with stakeholders.

Example of a Feedback Loop in Action

Scenario: An e-commerce retailer struggles with poor customer satisfaction due to delivery delays.

  1. Set Goals: Improve delivery times by 20% within six months.
  2. Collect Input: Conduct customer surveys and analyze shipping data.
  3. Analyze Results: Identify bottlenecks in the logistics process.
  4. Implement Changes: Invest in a new logistics platform and train employees.
  5. Close the Loop: Inform customers of the improvements and monitor feedback on the updated delivery process.
  6. Monitor and Iterate: Regularly review shipping metrics and adjust processes for further optimization.

Conclusion: Designing the Perfect Feedback Loop

A well-designed feedback loop transforms feedback into meaningful change, creating value for both businesses and their stakeholders. By setting clear goals, collecting diverse input, analyzing results, implementing changes, and iterating, you can foster a culture of continuous improvement.

Start small, measure your progress, and remember that a feedback loop is only as effective as the actions it inspires. With dedication and consistency, you can create a system that propels your organization toward long-term success.