Switching VoC platforms sounds like a big project. If your program centers on CSAT and NPS, 30 days is enough. Here's the plan, week by week.
The plan, week by week
- Before day oneExport everything
- Week 1Connect and import
- Week 2Turn comments into themes
- Week 3Route feedback to owners
- Week 4Compare and cut over
Before Day One: Export Everything
Start with your data. Qualtrics' support docs show you can export raw responses as CSV, TSV, XML or SPSS files. Clear all filters first, since an active filter limits the export. Our migration guide covers the full checklist.
Pick your success measures
Write down what success looks like by day 30. Good examples are matching NPS history and a first live detractor alert. Keep the list short.
Week 1: Connect and Import
Connect your survey source and CRM through integrations. Then import 12 to 24 months of past responses. Check that monthly NPS and CSAT match your Qualtrics numbers within a point.
Rebuild only the surveys you use
Don't copy every old survey. Most teams need a transactional CSAT survey and a relationship NPS survey. Rebuild those two first.
Week 2: Turn Comments Into Themes
Run AI theme analysis on your full comment history. Rename any themes that don't match your team's language. Gartner predicted that by 2025, 60% of organizations with VoC programs would add voice and text analysis to their surveys. This week puts you in that group.
Add support tickets
Pull in recent support tickets next to your survey comments. “Turning voice and text into data is just part of the challenge,” said Gartner's Deborah Alvord. The next step is getting it to the right people. See how themes show up in NPS analysis.
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Week 3: Route Feedback to Owners
Set alerts for detractors and low CSAT scores. Send them to the team that owns each issue, in Slack or your CRM. Speed matters here. Qualtrics XM Institute's 2026 research found customers cut spending after 47% of bad experiences.
Set response time targets
Agree on how fast each team replies to a detractor. Many teams aim for one business day. Our guide to closing the feedback loop has templates.
Week 4: Compare and Cut Over
You've run both tools for a full survey cycle. Compare scores and top themes side by side. If they line up, switch your live surveys to the new platform.
What to show leadership
Share a one page summary. Include matched NPS history and your top five themes. Add the cost difference. “Poor customer experiences are eroding loyalty,” said Isabelle Zdatny of Qualtrics XM Institute. Your summary should show how you'll catch those experiences faster. Want a hand with the plan? Book a demo and we'll map your first 30 days with you. For background on setup speed, read about Qualtrics implementation time.
What to show leadership
- A one page summary
- Matched NPS history
- Your top five themes
- The cost difference
Frequently asked questions
How long does it take to switch from Qualtrics?
A focused CSAT and NPS program can move in about 30 days. Large research programs with many surveys take longer.
Should I run Qualtrics and the new tool at the same time?
Yes. Run both for one survey cycle so you can compare scores before you cut over.
What data should I export from Qualtrics before switching?
Export raw responses for every project with no filters, plus your contact lists. Do it well before your contract ends.
Will my customers notice the switch?
Usually not. Keep your survey questions and timing the same, and only the platform behind them changes.
How do I get leadership to approve switching VoC platforms?
Show the cost difference and a working pilot on your own data. Matched NPS history builds trust in the new numbers.
What's the biggest risk when replacing Qualtrics?
Losing historical data. Export early and check your data retention settings.
