Qualtrics

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Overview

The Qualtrics integration imports survey responses from the Qualtrics surveys you choose. Dovetail analyzes the answers to each survey’s open-text questions. Score and multiple-choice answers from the same response are imported as fields, so channels can filter by them and Dashboards can chart NPS and CSAT scores. Each Qualtrics survey you select becomes a dataset. A workspace admin creates the Qualtrics source once for the whole workspace, and channels then add its surveys. Learn more about Sources →

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Before you start

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In Dovetail

• A workspace admin creates the source. Other users can request it.
• The credentials you connect with are shared by the whole workspace. See Shared credentials for how to choose an account.

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In Qualtrics

• A Qualtrics user with API access and permission to export survey responses.
• Edit access to the surveys you want to import. An API token has the permissions of the Qualtrics user who created it, and Dovetail needs edit access to read each survey’s questions. Create the token from an account that can edit every survey you plan to import.
• Your data center ID and API token. In Qualtrics, open your account settings. On the User Settings tab, the User section lists your Datacenter ID, for example iad1 or fra1, and the API section shows your Token. If there’s no token yet, select Generate Token.

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Create the Qualtrics source

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Authentication and permissions

Qualtrics connects with an API token and your data center ID. Dovetail only reads from Qualtrics: it lists your surveys, reads their questions, and exports their responses. Nothing is written back to Qualtrics. The API token is stored once for the whole workspace. If the token is regenerated or revoked in Qualtrics, the source can’t import new responses until it’s reconnected with a current token. To change the account or credentials, see Reconnect a source.

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Datasets

Each Qualtrics survey you select becomes its own dataset and syncs on its own, so a problem with one survey doesn’t stop the others. A channel can add some or all of the source’s surveys. To add more surveys later, open the source and select Add survey. See Add datasets.

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What gets imported

Each survey response becomes one data point, named after its survey. Its text is the respondent’s open-text answers, each paired with its question. This is the text Dovetail analyzes.

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Always imported

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Imported when present

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Not imported

• Responses with no open-text answer.
• Other question types, such as matrix tables, sliders, and rank order questions.
• Embedded data and custom variables, other than the recipient details above.

To rename the fields above or change their types, see Source fields. Need a field that isn’t on this list? Let us know.

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Customer emails

This data includes customer email addresses, so Dovetail can link data points to contacts. See Create contacts from source data. Qualtrics includes a respondent’s email address only when the survey was distributed to a known recipient, for example through an email distribution to a Qualtrics contact list or a personal link. Responses to an anonymous survey link aren’t linked to a contact.

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Scores and field types

Dovetail gives each of these Qualtrics questions its own field, named after the question text: Any multiple-choice question with exactly five choices becomes a CSAT field, whatever its choices say. If the question isn’t a satisfaction question, change the field to another type after the first sync. To chart scores in Dashboards, the field must use the NPS or CSAT type. See NPS and CSAT scores for Dashboards.

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Sync behavior

The first import starts when the source is created. After that, the source syncs about every hour. See Manage a source.

• Import period. The import period applies to the date Qualtrics recorded each response. Responses recorded before the start of the period aren’t imported.
• Ongoing sync. Each sync imports the responses recorded since the most recent response the dataset has already imported.
• Large imports. A large first import can take longer while Qualtrics prepares the export.

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Troubleshooting

Dovetail doesn’t accept your Qualtrics credentials. Check that Data center holds only the Datacenter ID from your Qualtrics account settings, for example iad1, not a URL, and that the API token is current. A survey doesn’t appear in Select surveys. Dovetail lists only the surveys that the token’s Qualtrics user can edit. Give that user edit access to the survey in Qualtrics, then add it with Add survey. A dataset shows “Qualtrics rejected the request for survey responses.” In Qualtrics, check that the token’s user can still export the survey’s responses and edit the survey. If the token was regenerated or revoked, reconnect the source with a current token. A dataset shows “Some Qualtrics surveys or responses can’t be found.” Check that the survey still exists in Qualtrics, and that the source’s data center matches the Datacenter ID of the account that created the token. A question arrived with the wrong field type, or not at all. Dovetail sets field types as listed in Scores and field types, and doesn’t import other question types. To change a field’s type, see Rename fields and change field types. Responses exist in Qualtrics, but none were imported. Likely causes:

• The survey has no open-text questions, or the responses skipped all of them.
• The responses were recorded before the start of the source’s import period. See Get older data.
• The API token was regenerated or revoked in Qualtrics. See Reconnect a source.
• The channel doesn’t include the survey’s dataset. See Missing or outdated data.

Qualtrics isn’t available when I set up a channel. See Troubleshoot sources.

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Revoke access in Qualtrics

To revoke Dovetail’s access, generate a new API token or delete the current one in your Qualtrics account settings. To pause or delete the source in Dovetail, see Manage a source. To take its data out of one channel, see Channel setup.

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