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QM has the worst CEO ever. He is an egotistical, seemingly schizophrenic nightmare of a person (term used loosely). Many of the company's best employees have left the company as a result of his micromanagement, the culture of fear he has created and the many forms of abuse he foments.
As a direct result of his lack of leadership, the company's survey software has slipped from the industry leader to a soon-to-be "also ran". Customers are treated as necessary evils and are being forced to move to a cloud solution even when an enterprise-hosted solution best meets their needs. Since the push to the cloud, the enterprise solution has suffered and has fallen behind in utility due to lack of timely upgrades.
Other companies have rallied to fill the void, so now there are more choices in the industry, which will undoubtedly drive the demise of QM, especially if the current CEO is allowed to remain.