The study looked into how the experience management platform like Qualtrics XM enhances customer satisfaction in Quick Service Restaurant A, located in Santa Cruz, Laguna. Within a competitive QSR setting, experience management systems such as Qualtrics XM have been critical in personalizing services that manage and reinforce long-term customer relationships. It will determine how Qualtrics XM affects customer satisfaction and business operations. A mixed-method approach was utilized, where quantitative surveys with statements using a 4-point Likert scale were combined with qualitative semi-structured interviews. The sample included 21 managers and employees in direct contact with Qualtrics XM. Quantitative data were analyzed by means of descriptive statistics (means and standard deviations) and Spearman's correlation. Qualitative responses were subjected to thematic analysis. Findings indicated that Qualtrics XM was very effective, with an overall mean of 3.68 for customer satisfaction and 3.77 for business operations. 

Strong performances were shown in personalization of services, transaction efficiency, feedback management, loyalty programs, customer insights, sales tracking, staff productivity, and business strategy. There were moderate to strong significant correlations observed between customer satisfaction and business operations. The study concluded that Qualtrics XM significantly enhances customer satisfaction and operational efficiency. Recommendations include that Quick Service Restaurant A strengthen customer-centered strategies, enhance feedback management processes, and maximize data-driven insights from the Qualtrics XM system. Business owners are encouraged to invest and adopt a platform or system related to customer relationship management to increase customer satisfaction and improve long-term customer relationships. Future research is advised to explore the system’s effectiveness across multiple branches, address system limitations, and incorporate employee perceptions for deeper insights into CRM utilization.