What do you like best?
I love using Qualtrics, it's my go-to survey research platform. It's extremely well-documented, with hundreds of quick, step-by-step instructions, and lots illustrative videos, including a very nice, graded, 5-step tutorial series, which I didn't even feel the need to take, but my use increased so much that curiosity got the best of me and I watched it all--I was shocked to see how much I learned from that. So, definitely the help site is awesome.
As far as the main product, my favorite features are reporting and the direct downloads of SPSS .sav files, which are already throughly labeled with missing data values set, etc...
What do you dislike?
Not much, but I do wish they would use the contact list(s) to compute response rate (rather than completion rate vs partial completions). It's easy enough for me to calculated based on the N of my contact list(s), but I end up doing it for every survey. I think they leave it as is because many surveys rely on multiple inputs so that the overall population might not be determinable, but most of ours are pretty well defined and it would be a great additional feature.
Recommendations to others considering the product
I'd give the free trial a try. Also, you might want to watch the tutorial videos before your free trial account, though I don't think they ever expire, but are limited in terms of the number of surveys and responses you can collect. The tutorial videos are at the bottom of the www.qualtrics.com/university page.
What business problems are you solving with the product? What benefits have you realized?
We are, like most I except, primarily using it to conduct surveys that are crucial to our business and understanding our students and faculty, and other stakeholders. We have replaced a large number of local apps that ran on our older student information system and no longer worked when the SIS was upgraded, with Qualtrics surveys.
We have put in intelligent systems that automatically notify staff when there is a problem mentioned on a survey, and also combine and host all the data and reporting associated with each survey. We also use it to create new contact lists based on responses to surveys.
We have used it to replace a lot of paper forms, and a lot of much weaker forms processing that were used prior to our move to Qualtrics.