How to use Qualtrics data in TheyDo

Once your Qualtrics integration is active, you can add survey data to your metrics and surface customer experience scores directly on your journeys.

Overview

Qualtrics data shows up in TheyDo as metrics. You can add CSAT, CES, or NPS scores to any journey step or metrics card, and they'll update automatically as new survey responses come in.

You can also use Qualtrics Workflows to send survey responses to Data Hub for AI insight mining — see How to set up Qualtrics workflows for AI mining.

Adding a Qualtrics metric to a journey

  1. Open a journey and navigate to the Metrics Lane, or go to the Metrics Library.
  2. Select + Metric.
  3. Choose Qualtrics as the data source.
  4. Select the survey you want to track.
  5. Choose the survey question to use as the metric.
  6. Map survey responses to their corresponding sentiments (e.g., promoters, passives, detractors for NPS).
  7. Click Sync data.

Your metric will populate with Qualtrics data and update automatically going forward.

How scores are calculated

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

Tips

  • Only surveys that the integration creator has been invited to collaborate on will appear in the survey selector. If a survey is missing, check that the integration owner has collaborator access to it in Qualtrics.
  • You can add the same Qualtrics survey to multiple metrics across different journeys.
  • Metrics update automatically — no manual sync needed after initial setup.