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Qualtrics integration

Connect TheyDo to Qualtrics to sync CSAT, CES, and NPS survey data into your metrics. Once connected, you can pull in survey results and display them directly on your journeys.

Before you start

  • You need integration-management permission in TheyDo.
  • In Qualtrics, make sure the following permissions are enabled on your account: General:Survey Platform:
    • Access API
    • Download Survey Reports
    • Survey Platform
    • Edit Surveys
    • Download Survey Results
    • Filter Survey Results

How to set up the Qualtrics integration

  1. Go to Settings > Integrations in TheyDo.
  2. Find Qualtrics under Data integrations and select Enable.
  3. Click Authorize — you'll be redirected to Qualtrics to log in.
  4. Click Approve to authorize the connection.
  5. You'll be redirected back to TheyDo and the integration will show as Active.

Note: For a user to see their surveys in TheyDo, the integration creator needs to be invited as a collaborator on the Qualtrics project.

How scores are calculated

When you add Qualtrics data to a metric, TheyDo calculates scores as follows:

  • CSAT: Average score = Total of all scores ÷ Number of respondents
  • CES: Score = Number of positive responses ÷ Number of respondents × 100
  • NPS: Score = % promoters − % detractors = (Promoters − Detractors) ÷ Respondents × 100

How to add Qualtrics data to a metric

  1. Open a journey or go to the Metrics Library.
  2. Select + Metric.
  3. Choose Qualtrics as the source.
  4. Select the survey you want to track.
  5. Choose the survey question to track.
  6. Map survey responses to their corresponding sentiments.
  7. Optionally, add up to 5 dimensions to segment your data (e.g., country, plan, channel).
  8. Click Sync data to populate the metric with Qualtrics data.

Using dimensions

Dimensions let you filter and break down Qualtrics data by segment. For example, you could track NPS for the US or CSAT for mobile as separate metrics on the same journey.

To apply a dimension filter in a journey:

  1. Open the journey and find your Qualtrics metric.
  2. Select a dimension filter (e.g., Country = US).
  3. Save your view.

You can add up to 5 dimensions per metric. Dimensions can only be added when the metric is first created — see What are metric dimensions? for more detail.

Qualtrics Workflows for AI mining

You can also set up Qualtrics Workflows to automatically export survey responses to TheyDo's Data Hub for AI insight mining. This is a separate setup from the standard Qualtrics integration.

See How to set up Qualtrics workflows for AI mining for step-by-step instructions.

Re-authorizing the integration

If the connection enters an error state, you'll see a prompt to Reauthorize. This repeats the OAuth flow and reconnects TheyDo to Qualtrics.

Further reading