How to use Qualtrics in a metric
Add Qualtrics survey responses to journey-map metric cards by picking a survey, question, breakdown, and calculation.
Turn the responses to a Qualtrics survey question into a live card on any journey map.
Prerequisites
The Qualtrics integration is set up at the account level. See How to set up the Qualtrics integration.
Editor role at the workspace level.
Add a Qualtrics metric
You can create a Qualtrics metric from two places:
From the workspace Metrics tab - Click Metrics in the sidebar, then + Create metric. The full-page Add metric form opens.
From a journey map - Click + Add card on a card slot and pick Metric under Advanced cards. In the Add metric picker, pick an existing metric or type a name and click Create. The metric opens in a compact modal; use Full screen view to switch to the full-page form.
The steps below walk the workspace-tab flow because the full-page form shows every field on screen. The journey map modal has the same fields in a more compact layout.
Open the Add metric form
In the workspace sidebar, click Metrics, then + Create metric. The Add metric form opens with the two-column layout: Metric data source on the left and Default card preview on the right.
Name the metric and pick Qualtrics as the source
Type a name that describes what the metric shows (for example, Customer satisfaction score). In Source, pick Qualtrics.
If you see a pink Qualtrics setup required block instead of the survey fields, the integration isn't connected for this account yet. Click Setup Qualtrics in the block and follow How to set up the Qualtrics integration before continuing.
Pick a metric type
Open the Type dropdown and pick a type. Qualtrics supports Series, Number, and Comparison. The four Qualtrics fields only appear after you pick a type, and they're the same set whichever type you choose.
This guide uses Series, which plots the responses as a chart. For which type fits a single headline value or a side-by-side comparison instead, see How to choose a metric type.
Map the Qualtrics fields
Four fields drive what the metric pulls: Survey, Question, Group by, and Calculation. Fill them top to bottom, because each one enables the next.
Pick the survey under Survey. Only surveys the connected Qualtrics account can access appear in the list.
Pick the question whose responses drive the metric under Question.
Under Group by, choose how to break the responses down. It defaults to Choice (group by answer option); Month, Quarter, and Year group by response date instead.
Under Calculation, choose how responses roll up into the value. It defaults to Response count; Percentage(%) of total shows each group's share instead.
For what each field maps to in Qualtrics and the full option lists, see Field mapping below.
Pick the chart options
In the Default card preview panel on the right, click Show Preview to render the chart from live data, then pick a default chart type from the chip strip (Bar chart, Horizontal bar, Pie chart, Line chart, or Table). Add an optional Chart heading and Chart subheading if you want labels above the chart.
These settings are the defaults for new cards built from this metric; each card can override them on a journey map. For the full chart-options reference, see How to create and configure a metric.
Save the metric
Click Save. The metric appears in the workspace Metrics list and is ready to drop onto any journey map as a metric card.
For placing the metric as a card and customising it per-map, see How to use metric cards.
On the Free plan, metric cards are capped at three per journey map. The Framework plan and above lift the cap.
Field mapping
Each Qualtrics field in the Add metric form points at a specific object in your survey. The selectors enable in order, so work down the form: Question unlocks once you pick a Survey, and Group by fills in once you pick a Question.
Survey - The Qualtrics survey to pull responses from. Smaply lists only surveys the connected Qualtrics account can access. If the list is empty, that account hasn't been given access to any surveys in Qualtrics.
Question - The survey question whose responses drive the metric. The list shows every question in the chosen survey.
Group by - How responses are broken down on the chart. Choice groups by answer option (one bar or slice per answer). Month, Quarter, and Year group by when the response came in, which is useful for plotting a trend over time. Defaults to Choice.
Calculation - How responses in each group roll up into a value. Response count plots the raw number of responses. Percentage(%) of total plots each group's share of all responses. Defaults to Response count.
For example, to chart how a satisfaction question breaks down by answer, pick the survey, pick the question, leave Group by on Choice, and leave Calculation on Response count. The chart then shows one bar per answer option, each bar the number of people who chose it.
Once a survey is selected, the form also shows Filters (items to include) and Filters (items to exclude), where you can narrow which responses feed the metric using AND and NOT conditions. These are optional. For the full filter reference, see How to create and configure a metric.
Refresh behaviour
Qualtrics metrics refresh on a rough hourly cycle. When you open the Metrics section or a journey map that contains a Qualtrics metric, Smaply pulls fresh responses if the last update was more than about an hour ago. There's no manual refresh button and no continuous or streaming pull, so newly submitted responses can take up to an hour to appear.
Tip: Match the question to the journey moment
Pick the question that maps to the stage you want the metric to sit on. A post-purchase satisfaction question reads differently on an "Onboarding" stage than on a "Renewal" stage, even when the underlying numbers are the same.
Troubleshooting
If the connection itself isn't working, see How to set up the Qualtrics integration for connection troubleshooting. The issues below cover data-side problems once the connection is in place.
The Survey dropdown is empty - Connection account lacks survey access
The Source shows Qualtrics is connected, but no surveys appear in the Survey dropdown.
The Qualtrics account behind the connection doesn't have access to any surveys. Share the surveys you want to surface with that account in Qualtrics, then reopen the metric. If you connected with a dedicated account, confirm the expected surveys have been shared with it.
A metric returns no data or unexpected values - Mapping points at the wrong object
The metric saves and shows on a journey map, but the values are blank, wrong, or surprising.
Open the metric and check that Survey, Question, and Calculation still point at the objects you meant. It's easy to land on the wrong question, or to leave Calculation on Response count when you wanted Percentage(%) of total.
A metric that worked before has stopped pulling - Question ID changed in Qualtrics
A metric that previously returned data starts coming back empty or broken.
Editing a question's text in place is fine, but deleting a question and re-adding it in Qualtrics gives it a new underlying ID, which breaks the metric's link to it. Edit the metric, re-pick the question under Question, and save.
New responses aren't showing yet - Refresh window or no new responses
The survey has responses in Qualtrics, but the metric looks unchanged.
The survey may have had no new responses since the last refresh, so the value is genuinely unchanged.
Metrics refresh on load when the previous update is older than about an hour, so responses submitted in the last hour can take that long to appear. Reopen the map after the window passes.
If the values still look wrong after checking the mapping, you can send the raw response data to support for diagnosis. In Account Settings > Integrations > Qualtrics, the Debug Configuration section lets you select the affected survey and click Download survey data to export it. This lives on the account-level Qualtrics page, not in the metric builder. Send the file to help@smaply.com.
For wider questions about how integrations behave across tools (refresh frequency, switching auth, what happens on disconnect), see How to manage integrations.
Still not working? Contact support at help@smaply.com
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