Top 6 Qualtrics Alternatives in Indonesia (2026 Guide)

If You’re Using Qualtrics in Indonesia, This Might Sound Familiar…

On paper, Qualtrics looks like the safest CX decision.

Global brand. Enterprise-grade. Strong analytics.

But once you start running surveys on the ground in Indonesia, reality hits differently.

CX managers tell us this all the time:

“Reporting-nya kuat, tapi eksekusinya lambat.”

“Katanya cukup email dan SMS, tapi di lapangan tetap harus follow up lewat telepon.”

“Untuk priority support harus bayar lebih, tapi responnya tetap lama.”

This is why more Indonesian banks, insurers, and multi-branch businesses are actively searching for Qualtrics alternatives built for Southeast Asia.

Why CX Teams in Indonesia Start Looking for Qualtrics Alternatives

It’s not that Qualtrics is bad.
It’s just not built for how CX actually works in Indonesia.

Let’s break that down.

1. Email and SMS Are Not Enough in Indonesia

Qualtrics often positions email and SMS as primary response channels.

But Indonesia and Southeast Asia don’t work like that.

Where Qualtrics struggles:

• First attempt → Email surveys
• Second attempt → WhatsApp (higher response)
• Still no response → Calling is mandatory

Especially for:

• BFSI customers
• High-value accounts
• Complaints and service recovery
• Branch-level issues

The problem with Qualtrics:

• Built as a digital-only CX platform
• No natural workflow from survey → WhatsApp → calling
• CX teams get stuck saying:
  
  “Survei sudah dikirim, tapi belum ada respons.”

👉 Digital-only CX often falls short in Asia.
Email + WhatsApp first, then calling when needed.

And this gap becomes even more visible when delivery depends on channels that don’t consistently work across Southeast Asia.

2. SMS Links in Asia Are Risky (Sometimes Blocked)

In many Asian markets:

• SMS links are blocked
• Or filtered as spam
• Or ignored completely

Even after paying for SMS:

• The link often doesn’t open.

This is why experienced CX teams prefer:

• Email + WhatsApp surveys first
• Calling as fallback

Qualtrics still pushes SMS-heavy strategies that don’t align with Asia regulations and behavior.

3. WhatsApp Reality: Everyone Uses It, But Qualtrics Forces Their Own Setup

This is a big cost and control issue.

What teams already have:

• Their own WhatsApp Business accounts
• Approved templates
• Trusted sender identity

What Qualtrics pushes:

• Use their WhatsApp setup
• Instead of integrating with client-owned WhatsApp

Impact:

• Higher cost
• More approvals
• Slower implementation

CX teams ask:

“Kalau kami sudah punya WhatsApp sendiri, kenapa harus pakai WhatsApp mereka?”

Cost and control issues like these may seem manageable at first, but over time they compound into much larger execution problems.

4. Priority Support Costs Extra – And Still Takes Time

This is where frustration turns into distrust.

What teams experience:

• Normal support → slow
• Faster turnaround → “Please take Priority Support (extra cost)”

Even after paying:

• 10–15 days resolution
• Issue passed from person to person
• No clear ownership

One CX leader said:

“As soon as our Account Manager changed, billing increased.”

Promises of “enterprise-grade support” often don’t match execution.

5. Text Analytics in Bahasa Is Still Keyword-Based

Qualtrics Text Analytics software in Southeast Asia is mostly:

• Keyword-based
• English-first

Real customer feedback looks like:

“CS nya ramah tapi follow up lama banget”

Keyword systems struggle with:

• Mixed Bahasa + English
• Slang
• Context

So insights get:

• Misclassified
• Or ignored

No real AI understanding. Just tagging.

6. No AI Copilot for Fast Insights

Modern CX teams don’t want:

• 20 dashboards
• 50 filters
• Manual exports

They want to ask:

• “Top 3 issues this week?”
• “Which branches need attention today?”
• “Why NPS dropped in Jakarta?”
  

Qualtrics today:

• No chat-based AI Copilot
• Still analyst-heavy
• Insights take time to explain to leadership

7. Pricing Is Not Built for Asia

This comes up every single time.

• Expensive licenses
• Add-ons for everything
• WhatsApp = extra
• Priority support = extra
• Faster turnaround = extra

Pricing feels:

• US/Europe-centric
• Not aligned to Asia budgets or scale

8. Implementation Takes Too Long

By the time some teams go live:

• Business already moved
• Priorities changed

Heavy onboarding. Too many dependencies. Long timelines.

For Indonesian CX teams who want:

• Fast pilots
• Branch rollouts
• Quick wins

This becomes a blocker.

9. Feature Requests Rarely Move

Let’s be honest.

Many teams say:

• “We requested this feature”
• “We followed up”
• “Nothing happened”

Asia-specific or ops-driven feature requests:

• Rarely prioritized
• Very low flexibility

Over time, a clear gap starts to form. When local, operations-driven needs are consistently deprioritised, CX teams realise the platform is not designed to adapt to how they actually work.

What Indonesian CX Teams Actually Want

When you strip away the jargon, CX teams in Indonesia ask very simple things:

• “Can I run WhatsApp surveys without IT?”
• “Can branch heads see only their own data?”
• “Can unhappy customers trigger calls automatically?”
• “Can I explain insights to leadership in 5 minutes?”
• “Can I do this without a 12-month contract?”

This is exactly why teams start evaluating alternatives like SurveySensum.

👉 See how Indonesian CX teams run WhatsApp surveys without IT dependency

With those expectations in mind, here are the tools Indonesian CX teams most commonly evaluate as alternatives to Qualtrics.

Top 6 Qualtrics Alternatives in Indonesia (2026 Edition)

1. SurveySensum – Best Overall Qualtrics Alternative for Indonesia

Best for: Banks, insurance companies, multi-branch businesses, and CX teams focused on execution.

SurveySensum wasn’t built to replace global research tools.

It was built for execution-heavy, WhatsApp-first, ops-driven CX teams in Asia, which makes it a strong alternative to Qualtrics in Indonesia.

Why SurveySensum is better than Qualtrics for Indonesia

• Email + WhatsApp + calling workflows
• Faster and local support without paid “priority tiers”
• Pricing aligned to Asia markets
• Higher flexibility for feature requests
• Native two-way WhatsApp surveys, not partner-dependent
• Supports client-owned WhatsApp numbers, reducing cost and approval delays
• AI-based Bahasa Indonesia sentiment and theme detection
• SensAI AI Copilot that answers questions like:
  • “Top issues this week”
  • “Which branches need attention”
• Built-in close-loop workflows (automatic alerts, callbacks, escalations)
• Branch-level dashboards by default
• Faster implementation and more flexible contracts

Where Qualtrics falls short

• WhatsApp is expensive and partner-led
• Text analytics is largely keyword-based for Bahasa
• No chat-based AI Copilot
• Priority support costs extra

Verdict:
If your CX program depends on WhatsApp, operational follow-ups, and fast turnaround, SurveySensum is one of the strongest Qualtrics alternatives in Indonesia.

👉 Explore SurveySensum for your CX in Indonesia

2. Medallia – Best for Highly Governed Global Enterprises

Best for: Large multinational organisations with complex, global journey orchestration.

Medallia is often evaluated alongside Qualtrics for enterprise CX programs.

Where Medallia performs well

• Strong journey orchestration
• Advanced alerting and workflow capabilities
• Designed for large-scale, global governance

Limitations in Indonesia

• High total cost of ownership
• Slower implementation cycles
• Less flexibility for local execution teams
• WhatsApp execution is not native-first

Verdict: Medallia is a strong enterprise tool, but many Indonesian teams find it too heavy and expensive for fast-moving, local CX execution.

3. SurveyMonkey – Best for Simple, One-Off Surveys

Best for: Simple surveys, internal feedback, or ad-hoc research.

SurveyMonkey is widely known and easy to use, which makes it a common alternative considered by teams leaving Qualtrics.

Where SurveyMonkey works well

• Quick setup
• Easy for non-technical users
• Affordable for small-scale use cases

Where it falls short vs Qualtrics

• No WhatsApp-first CX capabilities
• No close-loop workflows
• Limited text analytics for Bahasa Indonesia
• Not suitable for operational CX programs

Verdict: Good for basic surveys, not for enterprise or transactional CX in Indonesia.

4. Typeform – Best for Conversational Forms, Not CX Programs

Best for: Marketing forms, lead capture, and visually engaging surveys.

Typeform is often shortlisted as a “modern” alternative to Qualtrics.

Strengths

• Excellent user experience
• High completion rates for short forms
• Good for brand-led interactions

Limitations in Indonesia CX use cases

• No WhatsApp-native surveys
• No built-in CX workflows
• Limited analytics and automation
• Not designed for branch-level or service recovery use cases

Verdict: Great for form design, but not a replacement for Qualtrics in serious CX programs.

5. Zoho Survey – Best Budget-Friendly Alternative

Best for: Small teams already using the Zoho ecosystem.

Zoho Survey is often evaluated as a low-cost alternative to Qualtrics.

Pros

• Affordable pricing
• Basic dashboards and reporting
• Easy integration within Zoho apps

Cons for Indonesian CX teams

• No WhatsApp-first execution
• Basic text analytics
• Limited automation and workflows
• Not suitable for complex or high-volume CX programs

Verdict: Cost-effective, but limited in capability compared to Qualtrics or SurveySensum.

6. Local / Regional CX Tools – Fast to Start, Limited to Scale

Best for: Very local pilots or short-term CX initiatives.

Indonesia and Southeast Asia have a few regional CX and survey tools.

Advantages

• Lower cost
• Faster onboarding
• Local sales presence

Common limitations

• Weak AI capabilities
• Limited Bahasa text intelligence
• Poor scalability for large enterprises
• Minimal workflow automation

Verdict: Useful for pilots, but most growing organisations eventually outgrow them.

Quick Comparison: Qualtrics vs SurveySensum (Indonesia Lens)

👉 Compare Qualtrics vs SurveySensum for your CX use case – Talk to a CX expert

Final Takeaway (Need to elaborate on this section)

Qualtrics remains a strong global platform for experience management.

However, in Indonesia – where customer experience is WhatsApp-first, operationally driven, and highly sensitive to cost and speed – global-first tools often struggle to keep up with local execution needs.

This is why many Indonesian CX teams are moving toward platforms that prioritise:

• Action over reporting
• Flexibility over rigid governance
• Local execution over global standardisation

For organisations running CX programs at scale across branches, service centres, and digital channels, SurveySensum is increasingly emerging as the preferred Qualtrics alternative in Indonesia.

👉 See how SurveySensum works for WhatsApp-first CX teams in Indonesia

FAQs on the top Qualtrics Alternatives in Indonesia

For WhatsApp-first and ops-driven CX, SurveySensum is a strong alternative.

Yes, but often via partners and at higher cost.

Very few do it well with AI. Keyword-based systems struggle with mixed-language feedback.

In most Asia deployments, yes – especially when WhatsApp and support costs are included.

Yes. Most teams migrate journeys in phases rather than all at once. With SurveySensum, however, you can import data from Qualtrics in one go – their team can do it for you.